Make a consumer rights complaint
Consumer rights complaints go much better when you know exactly what the law gives you and you complain in the right order. The Consumer Rights Act 2015 sets out clear rights for goods and services, so a trader finds it much harder to brush off a complaint that quotes them.
Write my letter- 1
Know your rights
The Consumer Rights Act 2015 says goods must be of satisfactory quality, fit for purpose and as described, and that services must be carried out with reasonable care and skill. Check which of these applies to your problem before you contact the trader.
- 2
Write to the trader
Send a clear written complaint that says what is wrong and what you want done about it, a repair, a replacement or a refund. What you can ask for depends on how long ago you bought it and whether it has already been repaired once.
- 3
Ask about ADR
If the trader will not put things right, ask them whether they belong to a free alternative dispute resolution scheme or an ombudsman. Many trades have one, and it can look at your complaint independently without you going to court.
If that does not put it right: Alternative dispute resolution (ADR) scheme or ombudsman
Many trade sectors have a free ADR scheme or ombudsman that reviews unresolved complaints independently and can tell the trader to put things right. If there is no scheme, or the trader will not take part, you can still tell the Citizens Advice consumer service if you think the business is breaking the law or treating customers unfairly generally.
Where this can go next
This is a plain English guide to the usual procedure, not legal advice. Every organisation has its own exact steps and timings, so ask for their complaints policy and follow it.