In a dispute with a craftsman? A guide to the Craftsman Services Act

Hiring a tradesman for renovation or maintenance can save you time. But what do you do when the result doesn't live up to your expectations, whether it's delays, poorly executed work, or disagreements about completion? In this guide, we try to give you an overview of your rights and how to best proceed if your tradesman doesn't deliver as agreed.

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Your rights as a consumer

The relationship between you as a consumer and the craftsman is regulated by the Craftsman Services Act . The law is designed to protect you and is intended to ensure, among other things:

• Professional execution and deadlines: The work must be done professionally and within the agreed time. If the craftsman is late, you have various rights that you can assert.
• Clear information: You should receive clear and sufficient information about everything from the scope of the work to costs. The craftsman's obligation to you is referred to as a duty of care (Article 5 of the Code of Civil Procedure), and the craftsman even has a duty to discourage you from entering into the agreement if the service will not be of reasonable benefit to you (Article 7 of the Code of Civil Procedure).
• Compensation for defects: In the event of defects, you are entitled to correction, a price reduction, or in serious cases – to terminate the agreement with the craftsman.

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What do you do if you have poor work or deficiencies?

If you discover errors, deficiencies, or that the craftsman has performed poor work, quick and systematic action is crucial:

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1. Document everything

Gather evidence. Take detailed photos and videos of the errors, and note when you discovered them. Keep all relevant documentation such as contracts, quotes, invoices and written communications (email, SMS). Good documentation can strengthen your case, and make it easier to be heard that you have the right on your side.

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2. Contact the craftsman in writing

Send a clear and written complaint as soon as possible. Describe exactly what you are dissatisfied with and what errors you have found. Set a reasonable deadline for correction or completion. Good communication early on can resolve many disputes. This is referred to as a complaint, and is crucial for you to keep your claim intact and be able to pursue it further if you cannot reach an agreement.

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3. Know your requirements

If the craftsman does not follow up, the Craftsman Services Act gives you several options:

• Withhold payment: You can withhold an amount that corresponds to the cost of correcting the defect (in accordance with Section 23). This is an effective means of pressure, but be careful to document why you are doing it. You should also not withhold a larger amount than is necessary to secure your claim. If only a small part of the agreement remains, you cannot withhold the entire amount without risking having to pay late payment interest on the rest of the purchase price.
• Claim for correction: The craftsman has both the right and the obligation to correct the error, at no extra cost to you. The correction must be made within a reasonable time and without causing you significant inconvenience (section 24 of the Act).
• Price reduction: If correction is not made, you can demand a price reduction corresponding to the reduction in value caused by the defect, or what it costs to have it corrected by others (section 25).
• Termination of the contract: In serious cases, where the defect is significant, you can terminate the contract with the craftsman. This means that the contract is cancelled, and you can demand a refund for what you have paid (minus any compensation for usable parts of the work) (Article 26 of the Danish Labour Code).
• Compensation: If you have suffered a direct financial loss as a result of the craftsman's error or delay, you can claim compensation. This may include expenses for a new craftsman or alternative housing (section 28).

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What if you can't agree? Seek professional help

If you cannot reach an agreement, you can contact the Consumer Council, the Consumer Authority or the Conciliation Council. If you have legal aid insurance through your home or contents insurance, it can often cover part of the legal fees.

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When should you contact a lawyer?

If the case is complex, the claim is large, or you feel unsure about the way forward, it may be a good idea to contact a lawyer. We can assist with:

• Assess the matter objectively.
• Formulate legally correct requirements.
• Negotiate on your behalf.
• Represent you in a dispute.

If you are unsure whether you have a case, or need help filing a complaint, contact us for a free meeting.

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