Consumer Watchdog Warns Nearly 3,000 Home Improvement Traders Over Legal Obligations

The Competition and Consumer Protection Commission has written to almost 3,000 traders across Ireland, reminding them of their legal duties after home building issues became the second biggest driver of consumer complaints in the first half of 2025.

The intervention follows almost 1,250 consumer contacts to the CCPC's national helpline between January and June this year, all relating to problems with home maintenance, construction and improvement services. The commission has now published an open letter to the sector and contacted trade associations directly to clarify traders' responsibilities under the Consumer Rights Act 2022.

The complaints paint a troubling picture of the sector. Consumers reported traders refusing to resolve problems or leaving them dissatisfied, lengthy delays after agreeing start dates, and tradespeople simply not turning up to fix reported issues. Some cases involved work left incomplete for months, dangerous installations, and dramatic price increases without warning.

Patrick Kenny, Member of the Commission, said:

"Issues with the home building and improvements sector are consistently one of the biggest call drivers to our helpline and can be very costly to consumers. Consumers in Ireland and across Europe have important rights when it comes to service contracts and it's important they know that, but equally important is that traders providing the service to them are aware of their responsibilities under the law."

He added:

"That's why we've contacted various trade associations, and written to the sector directly, to remind them of their obligations and provided them with clear guidelines on their responsibilities and in particular, what they have to do when things don't go to plan. There is an onus on traders to ensure they follow all relevant legislation: failure to do so can result in enforcement action by the CCPC."

Under the Consumer Rights Act 2022, traders must provide clear pre-contract information, including contact details and the total price including VAT, or explain how the price will be calculated if it cannot be determined in advance. Services must match what was agreed with the consumer and meet reasonable expectations for that type of work.

When services fail to meet contractual standards, traders must offer remedies. These could include bringing the service into conformity, allowing the consumer to terminate the contract for a refund, offering a proportionate price reduction, or permitting the consumer to withhold payment. If traders fail to provide appropriate remedies, consumers may take legal action and the CCPC may take enforcement action.

The Consumer Protection Act 2007 also prohibits traders from providing false or misleading information about their services, hiding or withholding information, or harassing and pressuring consumers.

The real-world examples provided by the CCPC illustrate the scale of the problem. One consumer hired a plumber whose work resulted in leaks in both the roof and bathroom, with the bath no longer functioning properly. Despite multiple attempts to follow up, the trader refused to engage or take responsibility.

Another consumer engaged a sole trader to renovate their bathroom with a verbal agreement that work would be completed within five days. Almost three months later, the job remained unfinished, the radiator was unsafe, and the shower was leaking. The trader repeatedly promised to return but never did.

In a particularly egregious case, a consumer hired an electrician to wire their kitchen. The trader did not initially provide a clear price, eventually quoting between €800 and €1,500. When the work was completed, the consumer was charged €2,500, left with eight holes in their walls and exposed wires. When the consumer raised concerns, the trader ceased all communication.

Traders can find more information at www.ccpc.ie/ServiceGuidelines, whilst consumers can learn about their rights when buying services at ccpc.ie. Further information on contacts to the CCPC helpline in the first half of 2025 can be found in the Consumer Helpline Report H1 2025.