Understanding When You Need Extra Help
When you buy a product or service in the UK, you have certain rights under laws like the Consumer Rights Act 2015. For example, you’re usually entitled to goods that are as described, fit for purpose, and of satisfactory quality. Most problems can be sorted by contacting the seller directly, but sometimes things aren’t resolved as easily as you’d hope.
You might need extra help if the business ignores your complaint, refuses a refund or repair you’re entitled to, or if you feel unsure about what steps to take next. It’s important to recognise when you’ve reached this stage, so you can protect your interests and avoid unnecessary stress or financial loss.
If you’re not sure what your rights are, or you’re struggling to get a fair outcome, seeking further support can make a real difference. You can find out more about your options and the organisations that can help by visiting Get More Help with Consumer Issues. This will give you a clearer understanding of where to turn next and how to make sure your voice is heard.
Contacting Consumer Protection Organisations
When you’re facing a consumer problem that you can’t resolve directly with a business, there are organisations ready to help. Two of the main sources of support in the UK are Trading Standards and Citizens Advice.
Citizens Advice offers free, impartial advice on your rights under consumer law, such as the Consumer Rights Act 2015. Their consumer service can help you understand your options, draft complaint letters, and explain the next steps if you’re unhappy with a product or service. You can contact them by phone or online – find out how to get in touch and what information you’ll need by visiting Citizens Advice.
If your issue involves unfair trading, faulty goods, or scams, you may need to Report to Trading Standards. Trading Standards enforces consumer protection laws and can investigate businesses that break the rules. In most cases, you should contact Citizens Advice first – they will pass serious cases to Trading Standards if needed.
For more information about your options and where to turn next, visit our guide to Get More Help with Consumer Issues.
Using Alternative Dispute Resolution (ADR)
Alternative Dispute Resolution (ADR) offers a way to resolve consumer disputes without the need to go to court. ADR schemes involve an independent third party who helps you and the business reach a fair agreement, often through mediation or arbitration. This approach is generally quicker, less formal, and less expensive than legal proceedings.
Many sectors in the UK, such as financial services, energy, and telecommunications, have their own ADR schemes. These include ombudsman services and independent mediators who specialise in handling consumer complaints. Before using ADR, it’s important to first try to resolve the issue directly with the business and follow their complaints process. Guidance on how to do this can be found in the Consumer Service Complaints Procedure.
If you’re unable to reach a resolution, you may be able to Contact an Ombudsman in England, who will review your case independently. Many businesses are required by law, under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, to inform you about relevant ADR options when a complaint can’t be settled.
To learn more about how ADR works and which schemes might apply to your situation, visit Alternative Dispute Resolution (ADR) for detailed guidance from GOV.UK. This resource explains the benefits of ADR and how it can help you resolve consumer issues efficiently.
When to Seek Legal Help
If your consumer problem remains unresolved after following standard complaint procedures, it may be time to consider legal help. Legal advice is especially important if you believe your rights under the Consumer Rights Act 2015 or other consumer protection laws have been breached, or if the business is refusing to cooperate or communicate further.
You might need legal support if:
You have suffered significant financial loss or harm.
The trader has ignored formal complaints or refused to offer a fair resolution.
The issue involves a large sum of money, complex contracts, or potential court proceedings.
Options for legal help include seeking advice from a solicitor, contacting local advice services, or using the small claims court for disputes typically under £10,000 in England and Wales. Taking early advice can help clarify your rights, avoid unnecessary delays, and keep costs to a minimum.
If you’re unsure about your next steps or want to understand the legal options available, visit Solve an Ongoing Consumer Problem for practical guidance on moving forward.
Checking Traders and Avoiding Scams
Before you buy goods or services, it’s important to make sure the trader you’re dealing with is genuine and reputable. Taking a few simple steps can help you avoid future problems and protect your rights under UK consumer law, including the Consumer Rights Act 2015.
Start by researching the trader’s background. Look for a business address, contact details, and check if they belong to any recognised trade associations. You can use trusted resources to Find a Trader and Check You Can Trust Them before making any commitments. This helps you ensure the business is legitimate and gives you more confidence in your purchase.
Be alert for signs of scams, such as deals that seem too good to be true, requests for unusual payment methods, or pressure to act quickly. Scammers often use fake websites, social media ads, or unsolicited calls to trick consumers. To stay safe, review Spotting and Avoiding Scams: Expert Tips for practical advice on recognising and steering clear of fraudulent offers.
Always keep records of your communications and transactions, and never share sensitive personal or financial information unless you’re certain the trader is trustworthy. By taking these precautions, you can shop with greater peace of mind and reduce the risk of falling victim to scams or unreliable traders.
Specific Consumer Issues and Where to Get Help
When facing a consumer problem, it can be helpful to know where to turn for advice tailored to your specific issue. Common challenges include disputes over energy bills, confusion about insurance policies, problems with services received, or holiday complaints. Each of these issues may be covered by different laws and have their own recommended steps for resolution.
For example, if you are struggling with unexpected charges or billing errors from your energy supplier, you can find step-by-step guidance on your rights and how to resolve the issue on our Problems with Your Energy Bill page. UK energy customers are protected by rules under the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008, which set out how complaints should be handled.
Issues with insurance – such as rejected claims or unclear terms – are covered by the Financial Services and Markets Act 2000 and the rules of the Financial Conduct Authority. To understand your options and how to challenge an insurer’s decision, visit our Problems with Insurance Policies resource.
If you have received a service that is not up to standard, you are protected by the Consumer Rights Act 2015. This law gives you the right to ask for a repeat performance or a refund. Find out more about your rights and the steps to take on our Problems with a Service page.
Holiday complaints – such as cancelled trips or substandard accommodation – can be particularly stressful. If you need help putting your complaint in writing, you can use our letter to complain about a holiday template to get started.
For each of these common issues, you will find practical resources and templates to help you make your case clearly and effectively. If you need more detailed advice, explore the linked pages for further support and information.
Dealing with Slow or Unresponsive Traders and Contractors
When you hire a trader or contractor, you have the right to expect them to carry out the work within a reasonable time and to the agreed standard. If a contractor is slow, repeatedly delays the job, or fails to complete the work, you are protected under the Consumer Rights Act 2015. This law sets out your rights when services are not delivered as promised.
To help move things along, you can set a clear deadline for the work to be finished. Make your expectations known in writing and keep a record of all communications. If you need practical advice on how to set deadlines and what legal steps you can take, see our Speed Up Slow Contractors: Deadline Tips & Legal Rights Guide.
If the contractor still does not respond or fails to meet the deadline, you may be entitled to cancel the contract and seek a refund or compensation. Always give the trader a final chance to put things right before taking further action. If problems continue, you might need to escalate your complaint using alternative dispute resolution or seek legal advice.
Further Steps and Resources
If your consumer issue remains unresolved after following the initial steps, there are further actions you can take to seek a solution. You may wish to contact a consumer advice service for tailored guidance, or consult a legal professional if your case involves complex legal rights under laws such as the Consumer Rights Act 2015.
For a clear outline of how to make a formal complaint about a product or service, visit our Consumer Service Complaints Procedure page. This guide explains the steps to take, what information you’ll need, and how your complaint will be handled.
For a broader overview of support options and further guidance, see Get More Help with Consumer Issues. This resource covers additional ways to protect your consumer rights and where to turn if you need ongoing assistance.
