Gavin at GSTYLEDESIGN NR19, Dereham Website: www.gstyledesign.com Phone: 07572374779 Mr. Dadd, Subject: Formal Complaint Regarding Unfinished and Unprofessional Work I am writing to formally challenge your final invoice and to lodge a complaint regarding your installation of a garden gate at my property. This letter is sent via recorded delivery to ensure you are fully aware of our position and the basis of our complaint. Please note that we are complying with Trading Standards requirements by submitting this formal written complaint. Timeline of Events: ● 16 May : Initial visit to discuss the work required: to hang a garden gate, which no longer closed due to some subsidence in one of the walls about ten years ago. This work was intended as an interim fix, as we knew the wall would require rebuilding at some point in the future (hopefully years). The job was agreed upon, and a quote was provided. ● 19 June : First workday, late arrival. ● 21 June : Cancelled visit. ● 25 June : Second workday, again late. ● 26 June : Another cancelled visit. ● 27 June : Final workday, job still incomplete. 1. Incomplete Work and Misleading Estimates: You initially estimated that the project would take “one day’s work,” then extended it to two days to allow concrete to dry, which we accepted was reasonable. However, the project stretched over three days without completion. Despite earlier assurances, you refused to finish the job and later inflated your price. The gate, which has since been hung by another tradesperson, remains poorly aligned due to the poor quality of your completed tasks. The entire project now needs to be redone from scratch. You also insist we owe you for unpaid supplies but have only recently specified which items you believe remain outstanding, and I formally dispute the items you claim are unpaid. Refer to your invoice dated 23/6/24, “to purchase and supply... New second post”, over which, in large red letters, is written the word PAID. Regarding the jambs; no quote, text, or invoice mentions these items. Neither is there any indication they have not already been paid for within the scope of the required materials. Additionally, under the concept of unsolicited goods, recipients are generally not required to pay for items they did not order or request. Therefore, the jambs will be left outside for you to collect at your convenience, along with your door. 2. Lied About Having Insurance: In our text exchange dated Wednesday, 12 July, I explicitly asked, “How much deposit for that role? And I take it you have liability insurance?” Your response was, “OK — £110 deposit please. & Yes.” Believing you were insured, I proceeded with hiring you. However, you have now admitted you did not have public liability insurance at that point, or at the time of working on my property. This constitutes fraudulent misrepresentation. If I had known the truth, I would never have hired you. 3. Unprofessional Behavior: From our first meeting, your demeanour was difficult and irritable, worsening over time. You were consistently late, often cancelling visits on the same mornings you were expected, notably after England football matches. While you cited personal issues, these should not impact professional commitments. 4. Final Day and Hostility: On 27 June, your attitude escalated. You were late and rude when asked about your arrival time. You became outright hostile following the arrival of another tradesman, Jamie, who was finishing previous work. You accused Jamie of ‘looking like a thief’ and intentionally provoking you. You also became angry at me, believing you should have first refusal on the work I offered Jamie. This culminated in a heated exchange in our home, disrupting my partner Kate’s important business call, and creating a threatening environment that forced Jamie to leave. Jamie has since returned to complete the work he couldn’t finish that day, and we remain on good terms. 5. Refusal to Complete Work: Admittedly, after the way you confronted Jamie and myself, I demanded you leave my home. However, you agreed with my partner Kate, who calmed the situation, to complete the gate. Eager to see this finished as we have young children and the gate opens onto the street, you promised Kate it would be completed that day. An hour later, you reneged on this promise, made derogatory comments, challenged me to face you ‘like a man,’ and refused to provide details on the remaining tasks to complete our gate. You made it clear you intended to charge us the full amount outstanding, despite the incomplete work. 6. Unacceptable Post-Incident Communication: You accused us of dishonesty, criticized our business acumen, and threatened legal action when we disputed the inflated price. Your lengthy, aggressive texts were unprofessional and distressing. The comments addressed to Kate were particularly condescending, bordering on misogynistic. Here are some direct quotes: ● “You really are ‘a one’ aren’t you? — Obviously willing to lie about things I said when I was there as well.” ● “Do I tell you how to do your little admin job?? No.. I think you’ll find I’ve not even mentioned it, nor would I? (but that then again.. shows the vast difference in morals & values, as well as honesty.. comparing you two with myself..” ● “Have you no idea about business or running a business whatsoever? Evidently not.” ● “I beg your pardon? – you need to have some patience young lady?” ● “Have you no idea about anything and how it works in the building industry? I think the answer to that is obvious anyhow.” ● “So how many doors have you fully fitted & hung in your lifetime then Kate.? I would suggest very much is no more than zero.” ● “Sorry? Incoherent? You obviously need to go back to school then? As well as business school even more so.” ● “Do you need to actually be taught about this like a 2-year-old that doesn’t understand society or communication etiquette?” ● “As I’ve already mentioned above I’m saying to you in a professional capacity and with great & full knowledge also of what I state — Do not.. question my experience or even, especially.. the finish on the job that would have been.. Because you never even got to see the completed job & finished work either..! ok?.” ● “And so, you obviously cannot, nor are entitled to make, or ‘Allege’ comments.. regarding something that was never built.. Nor is thus physically present.?” ● “You really are a real couple of comedians aren’t you?” ● “Furthermore, as I’ve already mentioned, I have not read your other emails fully, which are also totally insignificant as I mentioned. And but also, I will not entertain such drivel. And also lies, ok?” ● “This additionally is indeed most peculiar? As if you had a genuine issue and you ‘genuinely’ wished to try and solve such?” ● “Now DO NOT waste my Time (and that includes contacting me) Any More.” ● “Because NO one talks about my experience and reputable work & skills acquired in the way you have done. You wait for further communication.” ● “And obviously, this is nothing but a deliberate attempt by yourselves to not pay the bill? And with no good or credible nor legitimate reason. Nothing less and nothing more. As you’ve displayed & done to other tradesmen previously, as is very well documented..!” ● “You HAVE BEEN WARNED. Legally also? (But seems you don’t even listen to those warnings either do you? ok then.” These messages reflect the unprofessional and hostile nature of your communication following our reasonable disputes. 7. Legal and Contractual Breaches: You dispute all claims of an implied contract, even though it clearly existed under UK law. You began but only partially completed the work, breaching the contract. Given the quality of your work and your temper, we wouldn’t allow you to return regardless. You have refused to share your insurance details, which you confirmed via text were in place. 8. Harassment Concerns: Your numerous messages and insults created a deeply uncomfortable environment. We contacted the police, and you were formally warned about your behavior. 9. Accusation of Assault: After leaving my first review on Bark.com, you accused me of assault in your reply. I contacted the police again, who confirmed no such accusation was ever made, and reiterated that this claim is not corroborated by any witnesses present that day. Moreover, Bark removed your accusation on the grounds it was proven false and libelous. 10. Missed Contracts: You claim you are entitled to compensation for the contracts you missed while working on our gate and have threatened court action. 11. Refusal of Mediation or Alternative Complaint Resolutions: Despite our attempts to resolve this matter amicably through mediation or other alternative complaint resolutions, you have refused to engage in any such processes. You have left me no choice but to involve Trading Standards and Small Claims Court. Conclusion: Under the Consumer Rights Act 2015, services should be provided with reasonable care and skill. You failed to meet this standard, causing significant distress, inconvenience, and financial loss. Consequently, we now need to hire a second tradesman to begin the project from scratch. Our Resolution Request to Gavin: ● Independent Assessment : We requested an independent assessor to evaluate the quality of the work. This assessment has since been carried out, and it was determined that your work was below an acceptable standard. ● Insurance Claim : We requested to file a claim against your insurance if the work was found unsatisfactory. You have repeatedly declined to share your insurance information. ● Explanation for Inflated Quote : We asked for a reasonable explanation for the inflation of your initial quote. ● Apology : We requested an apology for the issues caused. Instead of apologising, you have doubled down on blaming us for the problems. Each request has been refused. You have even claimed we aren’t entitled to have a second tradesperson inspect your work. Our Legal Position: This summary does not cover all the ways in which we feel cheated, manipulated and threatened. A full and exhaustive list of issues can be found via the link in your Bark.Com one-star review (as you are aware). We have the right to dispute unfair charges under UK consumer law. Until the dispute is resolved, we are within our rights to withhold payment. Additionally, we have grounds to dispute any additional charges that were not agreed upon beforehand. With the exception of the interim payment, no additional costs had been discussed or agreed upon. Paul Carlisle & Kate Price