Complaints and disputes with a tradesperson – step by step

Start by documenting

Photograph the defect, note when you discovered it and gather the quote, contract, invoices and messages. The better your documentation, the easier it will be both to get the company to act and to take the matter further if needed. Do not try to fix the defect yourself or have someone else do it before the company has had the chance to look at it, as this can affect your rights.

Complain in writing and in time

Under the Consumer Services Act you must complain within a reasonable time after you noticed or ought to have noticed the defect. A complaint made within two months is always considered to be in time. As a general rule you cannot complain later than three years after the work was completed, but for work on land and buildings the limit is ten years.

Complain in writing, for example by email, so that you can show what you wrote and when. Describe:

• Which work it concerns and when it was carried out.
• What the defect is and when you discovered it.
• What you are demanding, for example that the defect is remedied.
• A reasonable deadline for a reply.

Remedy comes first

The main rule is that the defect should be put right. You have the right to demand that the company remedies the defect, and the company also has the right to do so, provided it can be done within a reasonable time and without significant inconvenience to you. Give the company a chance to come and fix the defect. In the meantime you may withhold the part of the payment that corresponds to your claim.

If the defect is not put right

If the company does not remedy the defect within a reasonable time, or refuses, you may be entitled to a price reduction, to have someone else fix the defect at the company's expense, to terminate the contract if the defect is of substantial importance, and to damages for the costs the defect has caused you. What is reasonable depends on the situation, so it is a good idea to seek advice before you take further steps.

Hallå konsument and consumer advice services

Hallå konsument is Konsumentverket's information service. There you can get free guidance on what applies in your case and help to word a complaint. Many municipalities also have a consumer adviser who can give advice and sometimes contact the company.

The National Board for Consumer Disputes (ARN)

If you and the company cannot agree, you can report the dispute to Allmänna reklamationsnämnden (ARN). It is free of charge for you as a consumer. ARN examines the case on the basis of written documents and issues a recommendation on how the dispute should be resolved. The recommendation is not binding, but many companies follow it.

ARN has rules on matters such as the minimum amount in dispute and how long after your complaint the case must be reported at the latest, and the amount limits have changed in recent years. Therefore check the current conditions at arn.se before you report. You normally need to have complained to the company first and received a refusal, or no reply. If the case is not suitable for ARN, you can go to the district court.

Include the documents you want the board to take into account, for example the quote, contract, invoices, photos and your complaint. Keep the documentation short and structured, since cases with very extensive evidence or oral statements can be difficult for the board to examine.

Opening a case via Fixtorget

If you got in touch with the company through Fixtorget, you can open a case directly in the portal. Fixtorget can then mediate between you and the company and try to find a solution. The cost specification, any supplementary specifications and the chat history are saved and make it easier to see what was agreed. A case with Fixtorget does not affect your right to turn to Hallå konsument or ARN.

Frequently asked questions