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When businesses fail to deliver promised goods or services, or when you're treated unfairly as a consumer, you have legal rights that deserve protection. Consumer disputes can be frustrating, time-consuming, and often involve significant financial losses that impact your daily life.
Our verified consumer rights specialists provide expert legal assistance across all areas of consumer protection:
The Consumer Rights Act 2015 and related legislation provide strong protection:
Retail Disputes:
Service Failures:
Digital Services:
Legal Costs:
Potential Compensation:
Most consumer disputes resolve within 3-6 months through negotiation or alternative dispute resolution. Court proceedings may take 6-12 months for more complex cases.
This information is for general guidance only and does not constitute legal advice. For specific legal advice tailored to your situation, please consult with a qualified solicitor.
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Common questions about consumer rights and how our solicitors can help
Yes, your consumer rights apply equally to online and in-store purchases. Online buyers have additional protection under Consumer Contracts Regulations, including a 14-day cooling-off period to cancel most purchases without giving a reason, plus refund of delivery costs.
Under the Consumer Rights Act 2015, you have the right to goods that are of satisfactory quality, fit for purpose, and as described. Services must be performed with reasonable care and skill. You can reject faulty goods within 30 days for a full refund, or request repair/replacement. If repair/replacement fails, you have the right to a refund or price reduction.
You have 30 days from purchase to reject faulty goods for a full refund under the short-term right to reject. After 30 days, you must give the retailer one chance to repair or replace the item. If this fails, you can then claim a refund, though this may be reduced for use. Your rights last up to 6 years after purchase for significant faults.
Yes, you may be entitled to compensation for additional costs and inconvenience caused by faulty goods or poor services. This can include travel expenses, lost time, alternative arrangements, and distress payments. The amount depends on the circumstances and impact on you.
First, ensure you understand your rights and have valid grounds for a refund. Put your complaint in writing to the retailer's customer service team. If they refuse, you can escalate to trading standards, use alternative dispute resolution, or consider legal action through small claims court.
Statutory rights are your legal entitlements under UK law that cannot be removed by retailers. These include satisfactory quality, fitness for purpose, and matching description. Warranties are additional promises from manufacturers or retailers that supplement your statutory rights.
Retailers cannot charge restocking fees for faulty goods returned under your statutory rights. For online purchases returned within the 14-day cooling-off period, retailers can only charge return postage costs unless the goods are faulty. Any other restocking fees may be unfair contract terms.
Keep receipts, proof of purchase, photographs of defects, correspondence with the retailer, and records of any losses incurred. For services, document what was agreed, timescales, and how the service failed to meet expectations. Screenshots and emails are also valuable evidence.
Consumer rights don't apply if you change your mind about purchases made in-store, damage goods yourself, were told about faults before buying, or examined goods and should have spotted obvious faults. Digital content and perishable goods may have different rules.
Many consumer disputes can be resolved through free complaint procedures, trading standards, or ombudsman services. Legal costs vary from free initial consultations to fixed fees of £500-£2,000 for straightforward cases. No win no fee arrangements are available for suitable disputes.
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