Snag dispute — the written process
If you and the customer disagree on a snag, there's a lightweight written process run by email. Submit your view; your build advisor reviews and shares a written outcome within a few days. The outcome isn't binding, but most disputes settle here.
Most snags resolve without disagreement. Where they don't, the snag-dispute written process gives both sides a structured way through. The customer-side article Snag dispute — the written process describes it from the customer's view; this article is the builder side.
Steps
- The customer shares the disputed snag with you by email. Today the platform doesn't host snag-list disputes natively — the conversation runs by email, with your build advisor copied in. The customer's email should include a description of the snag, photos or video where they have them, and what they think is outstanding.
- Reply with your view in writing. Same email thread. Include your reasoning, your own photos or video where useful, and reference to the original specification (design pack, materials list, quote, any change orders).
- Your build advisor reviews. They look at the evidence from both sides and the original spec. Most disputes settle at this review stage.
- Site visit if needed. Where the question is harder, your build advisor may visit to assess in person.
- Written outcome within around three working days. Your build advisor shares a short written view: the snag is genuinely outstanding, the snag is met to spec, or there's a middle position with specific remediation agreed.
What's reviewed
- The original specification — design pack, materials list, quote, any change orders.
- What's actually been done — photos, video, site visit if required.
- Industry standards where the spec doesn't decide it.
The review isn't binding arbitration; it's an evidence-based view. Most disputes accept the view rather than push further.
When the view goes against you
Treat the review as a serious read of the evidence and use it as the basis for what to do next. Most builders accept the view; that's normally the cleanest path through.
You don't have to accept it. The Home Improvement Contract (HIC) doesn't include a binding internal arbitration step, and the customer isn't obliged to accept the outcome either. Both parties' rights under the Consumer Rights Act 2015 are unaffected, and the courts of England and Wales are the default forum for disputes neither side will accept.
That said: ending up in court is bad for everyone. It's slow, expensive, public, and rarely results in a better outcome than a thoughtful settlement through the review. If the review's view doesn't sit right, the more productive move is usually to talk to your build advisor about what specifically you think is wrong and what evidence you'd add — rather than walking away from the process.
When the view goes against the customer
The customer can choose to accept it and the snag is closed. Document and move on. If the customer doesn't accept, the same path applies in reverse — their next step is to consider whether to take it further outside the review.
Related articles
- Snagging — the 28-day window
- The 12-month workmanship warranty