AI by NicheJob 7 of 16ChatGPTGemini
Respond when a customer threatens legal action
A customer threatening legal action over the finish is stressful. Staying factual and offering a way forward usually calms things down. A short reply that restates the facts, offers to inspect and asks for their concerns in writing gives you a record and time to get advice.
Time: 15 minutesTool cost: you can start with a free AI tool
Steps
- Before replying, gather the quote or contract, the dates of the work, messages, photos and any drying or decorating advice you gave.
- If your insurance or trade association membership includes legal advice, ring them first and ask whether they want to see your reply before you send it.
- Example (made up, for illustration only): a customer says hairline cracks in a newly skimmed ceiling mean the job was done badly, and says they will take you to court. Your facts are the date of the work and the drying advice you gave. The reply offers a visit on two named dates and asks them to set out their concerns in writing.
- Run the prompt below with names and the address left out.
- Remove any sentence that admits fault, blames the customer or says what the law is. Those are for you and your adviser.
- Send it, keep a copy with your photos and notes, and take advice before replying again, especially if a solicitor’s letter arrives.
The exact prompt
Write a calm, factual reply (under 150 words) from a plasterer to a customer who has threatened legal action over [ISSUE IN ONE LINE]. Facts, from my notes only: what was agreed [ ]; what I did and when [ ]; advice I gave, for example drying time [ ]; what the customer says is wrong [ ]. Offer: [INSPECTION ON DATES / OTHER OFFER]. Structure: thank them for raising it; say I take it seriously; restate the facts briefly; make the offer; ask them to set out their concerns in writing. Do not admit fault, do not blame the customer, do not mention any law, rights or court, and do not add facts that are not in my notes.
✓ Check before you send
- You took advice before sending, if your insurance or membership includes it.
- The facts are correct and match your records.
- Nothing in the reply admits fault or comments on the law.
- The offer is one you are willing and able to keep, on the dates given.
- No names, address or photos went into the AI tool.
UK notes extra
- UK: section 49(1) of the Consumer Rights Act 2015 says “Every contract to supply a service is to be treated as including a term that the trader must perform the service with reasonable care and skill.” Whether that was met on this job is for you and an adviser, not the AI tool. legislation.gov.uk: Consumer Rights Act 2015, section 49 (UK).
- England and Wales: before a court claim, the court will expect the parties to have exchanged enough information to understand each other’s position and to try to settle. Scotland and Northern Ireland have their own procedures. justice.gov.uk: Practice Direction, Pre-Action Conduct and Protocols (England and Wales).
- GOV.UK: consumer protection rights.
Last reviewed Oct 2026. Free tools change. If a screen looks different, the steps still apply.Back to top ↑