Contact the trader today in writing, set a clear deadline to deliver the service as agreed, and say what remedy is expected if they cannot. If the service date has passed or the trader has stopped responding, ask for a refund and confirm that no further payments will be made until the service is provided. Keep everything in one thread (email or letter) and gather proof of what was promised, what was paid, and what has happened since. If the trader still does not put things right, move to the quickest escalation route based on how payment was made and whether the trader is UK-based.
Most UK disputes about services turn on whether the trader actually agreed to a specific outcome or timeframe, and whether the customer gave a fair chance to fix the problem. A calm, structured approach usually gets a faster result than repeated chasing calls, because it creates a record that can be used for a bank dispute or formal complaint. Where the trader has gone quiet, the best next step is often to switch from “please update” messages to a firm deadline and a refund request.
What went wrong
“Service not delivered” covers situations where a UK trader takes payment (or a deposit) but the work never happens, the appointment is cancelled and not rebooked, or the provider keeps delaying without a firm date. It also includes cases where a service is started but then abandoned, leaving the customer with no usable outcome and no clear plan to finish. Common examples in the UK include home repairs, removals, cleaning, training courses, wedding suppliers, trades booked through social media, and subscription services that never activate.
This problem often appears after a change of date, a staff shortage, or a sudden “admin issue” that becomes a long silence. It affects consumers and small businesses alike, especially where the service was time-sensitive (moving day, travel, a deadline at work, or a planned event). A typical UK outcome is that the trader offers a partial refund only after a formal complaint is raised.
Why it happens
Overbooking patterns
A frequent cause is overbooking: the trader takes on more jobs than can be delivered and then prioritises the easiest or most profitable work. Customers who paid a deposit may be pushed back repeatedly because the trader assumes they will wait. This is common with small operators who rely on cashflow and do not have spare capacity when something runs late.
Cashflow pressure
Some traders use deposits to cover earlier costs, then struggle to fund the next job. When money is tight, communication often becomes vague, with promises of “next week” but no confirmed slot. If the trader is juggling suppliers or subcontractors, delays can multiply and the customer ends up stuck between parties.
Weak confirmations
Problems are more likely where the agreement was made quickly by phone, direct message, or a short quote with missing detail. If the service scope, date, and price were not pinned down, the trader may argue there was no fixed commitment. In practice, many disputes become about what was reasonably understood at the time of booking.
Stalling behaviour
When a trader is not going to deliver, the usual pattern is stalling: short replies, shifting blame, asking for “one more chance”, or offering credit notes instead of refunds. Another common behaviour is insisting on calls only, because it reduces the paper trail. Where a trader is genuinely trying, there is usually a specific plan and a realistic date, not open-ended reassurance.
Your UK position
In the UK, the practical position is that a paid-for service should be carried out with reasonable care and within a reasonable time, and the trader should not keep money for work that is not being provided. If a date was agreed and missed, it is usually reasonable to treat that as a failure to deliver unless the customer agreed to a change. If no date was agreed, a customer can still press for a firm deadline and then move to a refund request if the trader cannot meet it.
Where the service is time-critical, the customer’s position is stronger if the trader was told the deadline mattered and the booking was made on that basis. If the trader offers a rebook but cannot give a workable date, it is often sensible to reject delay and ask for money back so an alternative provider can be arranged. If the trader offers to “fix it” but has already missed multiple commitments, it is usually reasonable to change strategy from chasing completion to demanding a refund.
Official basis in UK
The main official basis for a consumer dispute about a service not being delivered is the Consumer Rights Act 2015. In practice, it supports asking the trader to perform the service properly within a reasonable time, and if that is not possible (or the trader refuses), to seek a price reduction up to a full refund depending on what has been received. The key is to be clear about what was agreed, what has not happened, and what remedy is being requested, then give a fair but firm deadline before escalating.
For a plain-English overview of how consumer service rights work and what steps to take, use GOV.UK guidance.
Evidence that matters
Booking proof
Collect the quote, invoice, order confirmation, screenshots of messages, and any terms that were provided. If the agreement was made by phone, write a note of the date, time, who was spoken to, and what was agreed, then email the trader summarising it so there is a timestamped record. If a date was agreed, keep the message where the trader confirmed it, plus any later rescheduling attempts.
Payment trail
Keep bank statements, card receipts, PayPal confirmations, and any evidence of deposits or staged payments. If cash was paid, gather any receipt, message acknowledging payment, or a photo of the invoice marked paid. If a finance agreement was used, keep the credit agreement and the merchant details.
Delivery timeline
Build a simple timeline: when booked, what was promised, what changed, and what was missed. Include missed appointments, no-shows, and any costs caused by the failure (for example, taking time off work or paying for temporary alternatives), but keep it factual. This helps when a bank or dispute handler asks for a clear sequence.
Avoid missteps
Do not keep paying “to secure a new date” unless there is a written agreement that clearly protects the customer if the service still does not happen. Avoid threats or public accusations that could distract from the core issue, and do not accept a vague credit note if a refund is needed to replace the service. A common mistake is relying on repeated phone calls without follow-up in writing, which leaves little usable evidence later.
What to do next
Send deadline
Send a written message (email or letter) stating the service has not been delivered, what was agreed, and a clear deadline to deliver or confirm a workable date. Make the deadline realistic but short enough to matter, and say that if the deadline is missed a refund will be required. Ask for the response in writing and keep everything in one thread.
Request refund
If the service date has passed, or the trader cannot give a firm plan, write requesting a refund by a specific date and confirm that no further payments will be made. If part of the service was delivered but not usable, explain why it does not meet what was agreed and what amount is being requested back. If the trader offers a rebook that does not solve the problem (for example, it misses an event date), say so plainly and repeat the refund request.
Choose escalation
Pick the escalation route that matches how payment was made. Card payments may allow a card dispute or chargeback, and credit card purchases over the usual threshold can have stronger protections through the card provider; bank transfers can be harder but still worth raising with the bank quickly if there are signs of a scam. If the dispute is tied to a time-sensitive booking and a company is refusing to return money, the same “deadline then escalate” approach used for an airline refund delayed situation often works well: set a final date, then move to the payment provider or formal complaint route rather than continuing informal chasing.
Use complaints
If the trader is a larger business, use its formal complaints process and ask for a complaint reference. If the trader is part of a trade association or uses an alternative dispute resolution scheme, ask for the ADR details and whether the trader will engage. Keep the complaint focused on the missing service, the failed dates, and the remedy requested, not the full history of frustration.
Switch strategy
If the trader offers repeated “next week” promises, change the approach: stop negotiating dates and move to refund and escalation. If the trader provides a credible plan and a near-term date that genuinely works, confirm acceptance in writing and keep the refund request ready if the date is missed again. If the trader becomes unresponsive, treat that as a signal to stop waiting and move to the payment provider and formal routes.
Frequently asked points
Deposit recovery route
Deposit recovery for a cancelled service usually depends on proving the booking and that the trader failed to deliver as agreed. If the trader cannot provide a workable date, a written refund demand with a deadline is the cleanest next step.
Chargeback timing limits
Chargeback timing for a service not delivered can be tight, so raising it quickly after the missed date is sensible. Banks often ask for evidence of contact with the trader and a clear statement that the service was not provided.
Partial work disputes
Partial work disputes for unfinished services often turn on whether what was done is usable and matches what was agreed. If it is not usable, asking for a refund that reflects the shortfall is usually more realistic than arguing about every hour spent.
Trader gone silent
Trader gone silent after taking payment is commonly handled by sending one final written deadline and then escalating through the payment method. Keeping messages factual and attaching proof of payment helps the next handler act faster.
Before you move on
Save copies of everything, send one clear deadline message, and decide now which escalation route fits the payment method so time is not lost if the trader keeps delaying. Time pressure can show up as being pushed to accept a vague future date to avoid “losing the slot”.
Get help with the next step
Contact UKFixGuide — If you want a safer next step and a clear escalation route, use the contact form and include dates, screenshots, and reference numbers. That evidence is what usually moves things along.
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