If work a tradesperson did on your home has faults or defects, you have the right to complain. Complaining about defective work is called reklamere. You can demand that the tradesperson fix the fault, you can demand a price reduction, and in the worst case you can cancel the contract or claim damages. You must notify the tradesperson within a reasonable time after you discovered the fault, and at the latest within 2 or 5 år. The rules are set out in the håndverkertjenesteloven (Craftsman Services Act), a law that protects you as a consumer when you order a service on an item or on housing.

What services does the håndverkertjenesteloven cover?

The håndverkertjenesteloven applies when you, as a private individual, order work on an item or on real property. This includes, for example, repair, maintenance, installation and renovation. Typical examples are a plumber, electrician, painter, carpenter, bricklayer or car workshop. A consumer is a natural person who is not mainly acting as part of a business activity. The agreement is valid even if you only agreed verbally, but a written agreement is much easier to prove if a disagreement arises.

The law does not cover the construction of a completely new home. A separate law applies then, the bustadoppføringslova (Housing Construction Act). These rules also do not cover the plain purchase of goods. If you buy an item in a shop or online, different rules apply. See consumer rights when buying goods for the right of withdrawal and complaints about goods.

When is the work considered defective?

The work is defective when it has not been carried out in a professional manner, or when the result differs from what you agreed. The tradesperson must do the job the way a skilled professional would have done it. If the result is worse than this, or different from what you agreed, you can complain.

Examples of defects can be tiles laid unevenly, a leak after plumbing work, or an electrician who has not wired the system correctly. Safety is also part of the job. If an electrician has installed equipment incorrectly, it can affect fire safety in your home (see fire safety and smoke alarms at home). On the other hand, simply not liking the colour you yourself chose is not a defect. If you agreed with the tradesperson on a simpler or cheaper solution in advance, you also cannot complain that the result turned out exactly as you agreed.

Complaint deadline: how much time do you have?

You must notify the tradesperson within a reasonable time after you discovered, or should have discovered, the defect. If you wait too long, you can lose your right to complain. The advice is simple: complain as quickly as possible when you discover something wrong.

There is also an absolute final deadline. For work on an item, you can complain no later than 2 år from when the job was finished. If the result of the service is meant to last significantly longer under normal use, and always for work on real property, the final deadline is 5 år. Work on housing, such as a bathroom, roof or electrical system, therefore usually has a 5-year deadline.

One exception: if the tradesperson has acted with gross negligence or in bad faith, the tradesperson cannot escape liability even if you complain late. If you have been given a longer guarantee, the guarantee period applies if it is better for you. Note that a guarantee is something the tradesperson gives voluntarily in addition to your right to complain, not instead of it.

What you can demand

When there is a defect, you have several rights. They are connected in a specific order:

  • Withhold payment (tilbakeholdsrett). You can withhold as much of the payment as covers your claim. Do not withhold more than what it costs to fix the fault.
  • Demand repair (retting). You can demand that the tradesperson fix the fault at their own expense. This is usually the first thing you ask for.
  • Demand a price reduction (prisavslag). If the fault is not fixed, you can demand to pay less. The price reduction normally corresponds to what it costs to have the fault fixed.
  • Cancel the contract (heving). If the purpose of the service has significantly failed, you can cancel the contract. The agreement then falls away, but this is a strong reaction that only applies to serious faults.
  • Claim damages (erstatning). If the fault has caused you a financial loss, for example water damage, you can claim damages in addition.

How to complain, step by step

A good complaint is written and well documented. Follow these steps:

  1. Complain in writing to the tradesperson. Send a written complaint, preferably by email or letter, so you have proof that you complained and when. Describe the fault clearly and write what you demand, for example repair.
  2. Keep the documentation. Keep the contract, the quote, invoices, messages and photos of the fault. These are your evidence if the case goes further.
  3. Withhold enough payment. If you have not paid yet, you can withhold an amount that covers the fault while the case is being resolved.
  4. Get help if you cannot agree. Forbrukerrådet (the Consumer Council) gives advice, and Forbrukertilsynet (the Consumer Authority) can mediate between you and the tradesperson.
  5. Complain to the Håndverkerklagenemnda (Craftsmen's Complaints Board). If the tradesperson is a member of a participating trade organisation, you can complain to the Håndverkerklagenemnda. It is free for you. You must have complained in writing to the tradesperson first, and you can send the complaint no earlier than three weeks and no later than one year after the written notice.
  6. Go to the forliksrådet (Conciliation Board). If neither of these leads anywhere, you can take the case to the forliksrådet and the small claims process. This is the cheapest way to get a decision without a lawyer.

An example

This is a made-up example to show how the rules work. Kari had her bathroom renovated in March. Six months later she discovers damp behind the tiles, because the plumber did not seal the joint well enough. Because work on real property has a 5-year deadline, she is well within it. Kari sends a written complaint with photos the same week and demands repair. She withholds the last part of the invoice until the fault is fixed. When the tradesperson refuses, she complains to the Håndverkerklagenemnda at no cost. She lost nothing by waiting a few months, because she complained as soon as she discovered the damp and was within the 5-year deadline.