They said this… · Services & contracts

“Our terms say we can change the contract whenever we want”

Misleading without context

A variation clause is not automatically a blank cheque, particularly in a consumer contract.

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Why this answer

What actually matters

  • The scope, transparency and fairness of the variation mechanism matter.
  • Sector-specific notice and exit rights may also apply.
  • A business should identify the contractual power, the change made and any required notice.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Quote, order, specification or scope of work
  • Messages and call notes showing what was promised
  • Photos, reports or other evidence of defective performance
  • Terms relied on by the trader and when they were supplied

If they still refuse

Move the dispute forward.

  1. Define the contractual promise or statutory service standard that you say was not met.
  2. Ask for the remedy that follows from that problem rather than simply demanding compensation.
  3. Use formal complaint, ADR or court routes according to the sector and amount involved.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.ServicesRead the full guide.Proving an agreementRead the full guide.Breach of contractRead the full guide.