Understanding Your Consumer Rights
Understanding Your Consumer Rights
Knowing your consumer rights is the first and most important step when dealing with an ongoing problem with goods or services. In the UK, your protections are clearly set out by law, giving you the confidence to challenge poor quality or unresolved issues.
What Are Your Basic Consumer Rights?
The main law governing your rights is the Consumer Rights Act 2015, which came into force on 1 October 2015. This Act sets out what you can expect when you buy goods or services, and what you are entitled to if things go wrong. In summary, you have the right to expect:
Goods that are of satisfactory quality, fit for purpose, and as described.
Services that are provided with reasonable care and skill, within a reasonable time, and for a reasonable charge if not agreed in advance.
If these standards are not met, you may be entitled to a repair, replacement, repeat performance, or even a refund.
What Is an Ongoing Consumer Problem?
An ongoing consumer problem typically means that an issue with a product or service has not been resolved, even after you have tried to fix it. Common examples include:
Receiving faulty goods, such as electronics that stop working soon after purchase, or clothing that is damaged.
Poor service, like a repair that was not completed properly or a service provider who misses appointments.
Problems that keep recurring, despite attempts to resolve them with the retailer or service provider.
If you have already contacted the business and the problem is still not fixed, you are dealing with an ongoing consumer issue.
Why Understanding Your Rights Matters
Before taking further action, it’s crucial to understand exactly what you are entitled to under UK law. This knowledge will help you:
Communicate more effectively with the business or service provider.
Know what solutions you can reasonably ask for, such as a refund, repair, or replacement.
Decide when and how to escalate your complaint if initial attempts don’t work.
If you need more detailed guidance on how to handle faulty goods, including practical steps for getting a refund or repair, the Which? resource offers clear advice.
Understanding your rights also helps you avoid common pitfalls, such as accepting less than you are owed or missing important deadlines for making a claim.
Where to Find Further Support
If you’re unsure about your next steps or want more information about your legal options, you can Get More Help with Consumer Issues. This resource provides additional advice and points you towards organisations that can assist you further.
By being informed about your consumer rights, you’ll be in a much stronger position to resolve ongoing problems with goods or services and ensure you get the fair treatment you deserve.
Initial Steps to Resolve the Problem
When you’re faced with an ongoing problem with goods or services, taking the right initial steps can make a significant difference in resolving the issue. Here’s how to approach the situation effectively:
Communicate Clearly with the Seller or Service Provider
Start by contacting the seller or service provider directly. Explain the problem clearly and calmly, providing as much detail as possible – such as what the issue is, when it started, and how it has affected you. Mention any previous attempts to resolve the matter. It’s often helpful to do this in writing (for example, by email or letter), so you have a clear record of your communication.
When describing your issue, refer to your rights under the Consumer Rights Act 2015. This law states that goods must be as described, of satisfactory quality, and fit for purpose. If services are involved, they must be provided with reasonable care and skill. Remind the seller or provider of these obligations if necessary.
Keep Records of All Communications and Transactions
Always keep a detailed record of every interaction you have with the seller or service provider. Save copies of emails, letters, receipts, and notes from phone calls (including the date, time, and name of the person you spoke to). These records will be invaluable if you need to escalate the issue or prove your case later.
Use Warranties or Guarantees
If your product or service came with a warranty or guarantee, check the terms carefully. These may entitle you to a repair, replacement, or refund. Make sure to follow the process set out in the warranty or guarantee, and keep any relevant paperwork handy. For step-by-step advice, see how to claim using a warranty or guarantee.
Making a Formal Complaint
If your initial attempts don’t resolve the problem, consider making a formal complaint. Write a clear, polite letter or email outlining the issue, what you’ve done so far, and what outcome you expect. Attach copies of your supporting documents.
For detailed guidance on how to raise a formal complaint about a service, including what information to include and what to expect from the process, refer to the consumer service complaints procedure.
Taking these steps not only shows you’ve tried to sort things out reasonably but also gives you a strong foundation if you need to escalate your complaint or seek further help. Remember, being organised and persistent is key to solving ongoing consumer problems.
Preventing Future Consumer Problems
Making smart choices before you buy can help you avoid ongoing consumer problems in the future. Here are some practical steps to help you prevent issues and shop with confidence.
Choose Trustworthy Traders
Before making a purchase, take time to find a trader and check you can trust them. Look for businesses with a good reputation, positive customer reviews, and clear contact details. You can also check if the trader belongs to a recognised trade association or has any professional accreditations. This can give you extra reassurance that they follow certain standards and codes of practice.
In the UK, traders must comply with the Consumer Rights Act 2015, which gives you legal protection if goods or services don’t meet the expected standards. However, it’s much easier to resolve problems if you choose a reliable business from the start.
Spot and Avoid Common Scams
Scams can lead to long-term headaches, including lost money or faulty goods that are hard to return. It’s important to learn about the warning signs of scams, such as deals that seem too good to be true, requests for payment by unusual methods, or pressure to make quick decisions. For more guidance on protecting yourself, see our spotting and avoiding scams expert tips.
Common scams include fake online shops, phishing emails, and sellers who disappear after taking payment. Always double-check website addresses, be wary of unsolicited offers, and avoid sharing personal or payment details unless you’re sure the trader is genuine.
Research and Check Credentials
Before entering into any agreement, do your homework. Research the company or individual you’re dealing with. Look for independent reviews, check their business address, and see if they’re listed on official registers. Don’t be afraid to ask questions about their experience, guarantees, or complaints process.
Checking credentials is especially important for services like home repairs or financial products, where ongoing issues can be costly and stressful. Remember, reputable traders will be happy to provide proof of their qualifications or membership in professional bodies.
By taking these steps, you can reduce the risk of future consumer problems and feel more confident in your purchases. If you do encounter issues, knowing you’ve chosen a reputable trader makes it much easier to resolve them quickly and fairly.
When to Escalate Your Complaint
When to Escalate Your Complaint
If you’ve tried to resolve your consumer problem directly with the company but aren’t getting anywhere, it may be time to escalate your complaint. Knowing when and how to take things further can make all the difference in reaching a fair outcome.
Signs Your Issue Isn’t Being Resolved
You should consider escalating your complaint if:
The company ignores your emails or letters, or fails to respond within a reasonable timeframe (usually 14 days).
You receive generic or unhelpful replies that don’t address your specific concerns.
Promises to fix the issue or provide a refund are not kept.
The company refuses to accept responsibility, despite clear evidence (such as faulty goods or poor service).
You feel the company is stalling or not taking your complaint seriously.
How to Escalate Within the Company
Start by checking if the business has a formal complaints process. This is often found on their website or in customer service literature. Steps typically include:
Follow Up in Writing: If you haven’t already, put your complaint in writing and keep a record of all correspondence. Clearly state what outcome you want (e.g., repair, replacement, refund).
Contact a Senior Manager: If your first contact doesn’t help, ask for your complaint to be reviewed by a supervisor or manager. Escalating to a higher level within the company often leads to a quicker resolution.
Refer to Company Policies and Consumer Rights: Mention your rights under the Consumer Rights Act 2015, which protects you if goods are faulty, not as described, or services are not provided with reasonable care and skill.
When to Involve External Bodies
If you’ve exhausted the company’s complaints process and the problem is still unresolved, you have further options:
Trading Standards: If you suspect the company is breaking the law or trading unfairly, you can report to Trading Standards. Trading Standards won’t handle your individual complaint, but they can investigate businesses acting unlawfully and take enforcement action if needed. For step-by-step instructions, see Trading Standards.
Ombudsman Services: Many sectors (such as energy, financial services, and communications) have an Ombudsman who can look into your complaint impartially and for free. If the company is covered by an Ombudsman scheme, you can contact an Ombudsman in England to review your case. Ombudsmen can order companies to put things right if they find in your favour.
Practical Tips for Escalating Your Complaint
Keep copies of all emails, letters, receipts, and notes of phone calls.
Be clear, polite, and concise in your communications.
State what you want the company to do to resolve the issue.
Set realistic deadlines for a response (usually 14 days).
If escalating externally, gather all evidence and correspondence to support your case.
If you’re unsure about your next steps or need help making a report, the Citizens Advice consumer service can guide you through the process and pass your concerns to Trading Standards if appropriate.
Taking these steps can help ensure your complaint is taken seriously and increase your chances of reaching a fair solution. If you want to understand more about how to report to Trading Standards or how to contact an Ombudsman in England, explore our dedicated guides for practical advice.
Alternative Dispute Resolution (ADR) and Legal Options
When an ongoing consumer problem can’t be resolved through direct communication or complaints, you may want to consider other ways to reach a solution. Alternative Dispute Resolution (ADR) and legal action are two key paths available to UK consumers. Understanding these options can help you decide the best way forward.
What is Alternative Dispute Resolution (ADR)?
Alternative Dispute Resolution (ADR) is a way to settle disagreements between consumers and businesses without going to court. ADR can be quicker, less formal, and often less expensive than legal proceedings. It is especially useful when initial attempts to resolve your issue – such as complaining directly to the business or using their complaints process – haven’t worked.
ADR schemes are run by independent organisations. These schemes look at both sides of the dispute and help find a fair outcome. In many industries, businesses are required to inform you about available ADR schemes if your complaint remains unresolved.
For a detailed explanation of ADR methods and how they apply to consumer disputes, you can find more information by exploring Alternative Dispute Resolution (ADR).
Types of ADR Available for Consumer Problems
There are several types of ADR relevant to consumer issues:
Mediation: A neutral third party helps you and the business reach a mutually acceptable agreement. The mediator does not make a decision, but facilitates discussion.
Arbitration: An independent arbitrator listens to both sides and makes a binding decision on the dispute. Arbitration is more formal than mediation but usually less so than court.
Ombudsman Services: Certain sectors, such as financial services, energy, or communications, have ombudsman schemes. These are free and impartial services that investigate complaints and can make binding decisions.
Before starting ADR, check if the business is covered by a particular scheme. Many sectors, like finance or energy, have specific ombudsman services, while others may use independent arbitration or mediation providers.
When and How to Consider Legal Action
If ADR does not resolve your issue, or if the business refuses to take part in ADR, you may need to consider legal action. Legal proceedings should usually be a last resort, as they can be time-consuming and costly.
Before starting a court claim, it’s important to understand the rules and procedures that apply. The process is governed by the Civil Procedure Rules, which set out how civil cases are handled in England and Wales. Recent updates to these rules may affect how your case is managed, so it’s important to stay informed. For the latest information, see the Civil Procedure Rules.
If you decide to take legal action, you will usually make a claim in the county court. This is sometimes called a "small claim" if the amount is under £10,000. You’ll need to gather evidence, such as correspondence with the business, receipts, and any reports or expert opinions.
Practical Tips
Always try to resolve the issue directly with the business first and keep records of all communications.
Check if an ADR scheme is available and whether the business is a member.
If considering court action, make sure you understand the process and potential costs.
Seek independent advice if you are unsure about your options.
Knowing your rights and the steps available can help you take control of an unresolved consumer problem and work towards a fair outcome.
Managing Specific Issues: Slow or Faulty Services and Contractors
When you hire a contractor or service provider – such as a builder, decorator, or plumber – you expect the work to be done properly and on time. If you’re facing slow progress, incomplete work, or repeated delays, it can be frustrating and disruptive. Here’s how to manage these issues, understand your rights, and take practical steps to get things back on track.
Dealing with Slow or Incomplete Work
Start by reviewing your agreement or contract. Most service contracts should outline what work will be done and by when. If there’s no written contract, the law still expects services to be carried out with “reasonable care and skill” within a “reasonable time” (as set out in the Consumer Rights Act 2015).
If work is dragging on or isn’t finished to the agreed standard:
Communicate clearly: Raise your concerns with the contractor in writing. Outline what work is outstanding or where delays have occurred. Keep a record of all communications.
Set expectations: Ask for a revised timeline for completion and request regular updates on progress.
Withhold payment if appropriate: If you’ve agreed to pay in stages, you’re entitled to hold back payment for incomplete or unsatisfactory work until the issues are resolved.
Deadlines and Your Legal Rights
Under the Consumer Rights Act 2015, any service you pay for must be provided:
With reasonable care and skill
Within a reasonable time, if no specific deadline was agreed
If the contractor fails to meet these standards, you have the right to ask them to redo the work or complete it properly, at no extra cost. If they still don’t deliver, you may be entitled to a price reduction or, in some cases, to end the contract and seek compensation.
If a deadline was part of your agreement and it’s missed, you can:
Set a final deadline (“time is of the essence”) for completion
Warn the contractor that if the work isn’t finished by this date, you’ll consider the contract breached and may seek another provider
Practical Steps to Speed Up Slow Contractors
To encourage progress and enforce your agreement:
Put everything in writing: Confirm all conversations and agreed deadlines in emails or letters.
Refer to your rights: Remind your contractor of their legal obligations under the Consumer Rights Act 2015.
Issue a formal complaint: If informal reminders don’t work, send a formal complaint with a clear deadline for resolving the issue.
Consider alternatives: If the contractor still doesn’t respond, you may be able to get another company to complete the work and recover the extra costs.
For more detailed advice on handling delays, setting effective deadlines, and enforcing your rights, visit our speed up slow contractors: deadline tips & legal rights guide.
Managing ongoing issues with contractors can be challenging, but knowing your rights and taking clear, documented steps will put you in a stronger position to resolve the problem.
