When They Won\'t Pay: How to Handle Disputes and Guarantees

The problem

The job\'s done. You send the final invoice. Then you get the message every tradesperson dreads:

Sometimes this is genuine — there are minor snags that need fixing. But often, it\'s a negotiating tactic. They\'re using snagging as leverage to delay or reduce payment.

Either way, your guarantee is not their excuse to withhold payment. These are two separate things. You can fix issues AND get paid. You don\'t have to choose.

The principle: Snagging and payment are separate

If you have a 1 or 2 year guarantee (most trades do), here\'s what it means:

• Your guarantee is your promise to fix any defects or issues that arise within the guarantee period, at no extra cost to the customer
• Payment is the customer's obligation to pay for work completed as agreed, on the payment terms in the quote

These are two separate contractual obligations. Your guarantee doesn\'t suspend their obligation to pay. And their payment doesn\'t suspend your obligation to fix issues.

What to say when they refuse to pay over snagging

When a customer says they\'re not happy and won\'t pay until you fix things, your response should be calm, professional, and firm:

Key points:

• You acknowledge the issue (shows you're not ignoring it)
• You confirm you'll fix it under the guarantee (shows you're standing by your work)
• You separate the two: guarantee ≠ payment suspension
• You ask for specifics in writing (if it's tactical, they often can't or won't provide a list)

Genuine complaints vs tactical delays

Not all "not happy" complaints are genuine. Some are negotiating tactics. Here\'s how to tell the difference:

Signs of a genuine complaint:

• They provide a specific list of issues in writing
• The issues are reasonable (minor snags, things you can actually fix)
• They've been good payers throughout the job (stage payments on time, no hassle)
• They respond promptly to your messages

Signs of a tactical delay:

• Vague complaints: "We're not happy with it" but no specifics
• They keep moving the goalposts (you fix one thing, they find another)
• They've been difficult about payment throughout the job
• They go quiet when you ask for a written list of issues
• The "issues" are subjective or outside the agreed scope

If it's tactical: Follow the invoice chasing sequence. Polite nudge → firm follow-up → Letter Before Action. Don\'t let them drag it out.

Always put it in writing

If they complain about quality or snagging, always respond in writing. Email or WhatsApp is fine — what matters is you have a record.

Why this matters: If it ends up in court (small claims), the judge will want to see:

1. Did the customer raise concerns?
2. Did you offer to fix them?
3. Did they refuse to pay anyway?

If you can show you offered to fix the issues under the guarantee but they still refused to pay, you\'re in a strong position. If it\'s all verbal and there\'s no record, it\'s your word against theirs.

When they withhold retention

Retention is a percentage of the total job value held back until snagging is complete (common in construction — typically 5-10%).

If retention was agreed in the quote: They can withhold it until snagging is done. That\'s what was agreed. Go back, fix the snags, get the retention released.

If retention was NOT in the quote: They can't invent it after the fact. Full payment is due. If they try to withhold part of the payment, your response is:

Common scenario: They say "we'll keep £500 back until you fix XYZ." If that wasn\'t in the original agreement, it\'s not valid. Don\'t accept it. Follow the invoice chasing sequence.

Frequently asked questions