How to Complain About Services and Get Your Money Back

Are you dissatisfied with how someone delivered a service? In this article, you will learn how to complain about services, when you are entitled to make a complaint, what rights the law guarantees you, and why it pays to be represented by a lawyer. You will also discover how we handle complaints for our clients, what arguments we use, and why service providers often prefer to settle amicably.

This time, we will break down how to complain about services in everyday life. You will find out:

• What quality level a service provider must ensure, and what to do if quality is lacking

• What obligations the provider has towards the consumer

• How to properly complain about services and what rights you can exercise

• Why it pays to get legal representation as early as the first complaint

• How we handle complaints for clients and what results we achieve

• How public law consumer protection works and why providers want to avoid a bad reputation

How to Complain About Services: When Is It Possible and What Does It Mean?

You might be surprised that you can complain about services just like goods. The law protects consumers not only when buying things but also when using services. For example, if a car repair shop botches a repair, a hairdresser ruins your hair, a mobile operator overcharges you, or a cleaning company does a poor job, you always have the right to complain about services.

Complaining about services means you point out a defect and exercise what’s called the right from defective performance. In practice, this means you demand a remedy—such as a repair, a discount, a refund, or compensation for damages. It always depends on the specific situation and the seriousness of the defect.

What Quality Must a Provider Ensure When Delivering Services?

The law clearly states that a provider must deliver services without defects and at a quality agreed with the customer or that is standard in the field. If you agree with a painter to paint your apartment a certain color, the result must match the agreement. If you order a specific hair color from a hairdresser based on a photo, the result must match your request.

The provider bears responsibility for acting as a professional. The law says that if someone offers services as an expert, the customer can rely on their knowledge and experience. If the provider fails, they bear the consequences. For example, if an electrician wires your home incorrectly and causes damage, they are liable, and we can help you complain about all the compensation you are entitled to.

STEP 1: Notifying the Defect

If you discover that the service does not match the agreement or usual quality, notify the defect as soon as possible. In practice, this means clearly telling the provider what the problem is. For example, you write to the car repair shop that the repair didn’t work, or to the hairdresser that the hair color doesn’t match your order.

We recommend submitting the complaint in writing—by email, letter, or data mailbox. This way, you have proof that you really filed the complaint. In more complex cases, where higher amounts or serious consequences are involved (such as a poorly repaired car or incorrect billing for home repairs), it pays to use legal representation at this stage. Our law firm will draft a clear complaint for you and ensure the provider cannot ignore your complaint about services.

STEP 2: Exercising Rights from Defective Performance

After notifying the defect, you can exercise your rights from defective performance. The law allows you to request:

• Removal of the defect (e.g., repair or redoing the service)

• An appropriate discount on the price

• A refund (withdrawal from the contract)

• Compensation for damages

• Reimbursement of reasonably incurred costs (including legal fees)

How do we proceed in practice?

For example, if a hairdresser ruins your hair, we demand not only a refund for the poor service but also reimbursement of all additional costs the client had to incur to fix the problem—such as professional hair treatment, special cosmetics, or vitamins. If a car repair shop botches a brake job and you have to take the car elsewhere, we demand compensation for the repeated repair as well as for any damages.

I Want to Complain About Services: When Does Legal Representation Pay Off?

For more complex and expensive cases, we recommend using legal representation already at the stage of notifying the defect. Our lawyers know exactly how to formulate the complaint so that the provider cannot reject it due to formal errors. We always exercise all rights the law gives you—including compensation for damages and legal costs in accordance with the law.

If the provider rejects the complaint or tries to downplay the situation, our law firm takes over all communication for you. In practice, this means the provider can no longer ignore the client or force an unfavorable solution. For example, if a hairdresser claims the problem was your fault, our lawyers clearly explain that she, as a professional, bears responsibility.

Real-Life Examples: When to Complain About Services?

Imagine you order a home cleaning, but the company does a sloppy job—there are streaks on the windows, dust on the shelves, and a dirty floor. In such a case, we complain about the services and demand either a repeat cleaning or a discount. Another common case is incorrect billing by a mobile operator. If the operator charges you more than you agreed, we complain about the services and demand correction of the bill and a refund of the overcharge.

Complaints at car repair shops are also very common. For example, if your car still brakes poorly after a brake replacement, we demand a repair at the shop’s expense or a refund.

In hairdressing, we often encounter cases where the hairdresser colors hair incorrectly or damages its structure. In such a situation, we demand not only a refund but also reimbursement of all costs for correction by another professional.

Ordering Remotely? You Have Special Protection!

If a consumer concludes a service contract remotely (for example, over the internet) or outside the provider’s usual premises (for example, at a fair, exhibition, or at home during a visit from a sales rep), the law provides even stronger protection. The consumer can withdraw from the contract without giving any reason within 14 days of concluding the contract. If the provider fails to inform the consumer of this right, the period extends up to one year.

A typical example is ordering internet service by phone or arranging a cleaning service during a home visit from a salesperson. If you decide to cancel the contract, just send the provider a clear statement—by email or using a form on their website.

How to Complain About Services: Arguments That Work on Providers

When we complain about services for clients, we always emphasize that the provider must fulfill their duties as a professional. If, for example, a hairdresser damages hair, we clearly argue that the law requires her to perform the service professionally and in line with the client’s expectations. If the provider claims the problem was the customer’s fault, we always demand proof and remind them that they, as the expert, are responsible.

In the complaint, we always demand not only a refund but also reimbursement of all costs the client had to incur to fix the issue—such as car repair costs, professional hair treatment, special cosmetics, or legal representation. If the provider ignores or rejects the complaint, we remind them of the option to approach the Czech Trade Inspection Authority (ČOI), which can initiate administrative proceedings and even impose a fine.

In more serious cases, we threaten to publicize the case and share the negative experience. Providers are very protective of their reputation and usually do not want to risk negative reviews or bad publicity. That’s why they often prefer to settle the matter amicably and accommodate the client.

Why Complain About Services and Not Give Up?

Many people are afraid to complain about services because they think the provider will just reject the complaint. However, experience shows that if a client proceeds thoroughly and uses legal representation, the chances of success are high. Providers protect their reputation and do not want to risk fines from the Czech Trade Inspection Authority or negative reviews. That’s why they often prefer to settle amicably and satisfy the client.

In our law firm, we have already helped many clients get their money back for poorly provided services, even in cases where the provider initially refused the complaint. We know how to argue, what rights to assert, and how to proceed so that the client succeeds.

We Will Help You Complain About Services and Get Your Money Back!

If you are not satisfied with the quality of a service, do not hesitate to contact us. We have extensive experience with service complaints and can help you at every stage—from notifying the defect, through asserting all your rights, to dealing with the provider, the Czech Trade Inspection Authority, or the courts. We will ensure that the provider does not reject your complaint and that you get back what you are entitled to.

Author: Mgr. Richard Kraus, lawyer at ModerniPravnik.cz, and Jonáš Melecký, legal assistant

Do not hesitate to contact us today! We are available and will respond quickly!