Retail and Consumer Complaints

Looking for something else? See our guide on your legal rights under the Consumer Rights Act or faulty and dangerous products.

The Consumer Rights Act 2015 provides three key rights when goods are faulty:

• 30-day right to reject: Within 30 days of purchase, if goods are faulty, you can reject them and demand a full refund. The retailer cannot insist on a repair or replacement during this period.
• Repair or replacement: Between 30 days and 6 months, the retailer is entitled to offer one repair or replacement attempt. If the repair or replacement fails or is not completed within a reasonable time, you can claim a final right to reject (a full or partial refund).
• After 6 months: You can still claim for faults that existed at the time of sale, but you must prove the fault was present when you bought the goods. Seek a independent assessment or report if needed.

These rights apply to goods bought from a UK retailer — in store or online. They apply to second-hand goods too, though the standard of "satisfactory quality" is adjusted to reflect the age and price paid.

Start by returning the item (or contacting the retailer online) and clearly stating that the goods are faulty and you are exercising your statutory rights under the Consumer Rights Act 2015. Key tips:

• Do not accept store credit or a voucher as a substitute for a refund unless you are happy with it
• Do not accept a repair in the first 30 days if you want a refund
• Put your complaint in writing — email is ideal
• Keep proof of purchase, photographs of the fault, and all correspondence

If the retailer refuses your request without legal basis, escalate to their customer services manager and reference the Consumer Rights Act specifically. Many disputes are resolved at this stage once the retailer understands you know your rights.

If a retailer refuses to honour your legal rights, your escalation options are:

• Credit card chargeback: If you paid by credit or debit card, you can ask your card provider to reverse the payment under the chargeback scheme. For credit card purchases over £100, Section 75 of the Consumer Credit Act gives you equal liability against the card issuer — a powerful additional right.
• Trading Standards: Report the retailer to Trading Standards (via Citizens Advice). They cannot resolve your individual dispute but can investigate traders who systematically breach consumer law.
• ADR scheme: Some retailers are members of an approved consumer ADR scheme. Check the retailer's website or Terms and Conditions for details.
• Small claims court: For amounts up to £10,000, the small claims process is designed to be accessible without a solicitor. Issue a claim online at moneyclaimonline.gov.uk.

Online purchases are covered by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, giving you a 14-day cooling-off period from the day you receive goods. During this period, you can cancel for any reason and receive a full refund. You must return the goods within 14 days of cancelling, and the seller must refund you within 14 days of receiving the returned goods.

Some items are exempt from the 14-day right: perishable goods, personalised or custom-made items, sealed hygiene products that have been opened, and digital content once downloading has begun with your consent. For faulty goods bought online, your Consumer Rights Act 2015 rights apply on top of the distance selling regulations.

When a retailer refuses to honour your statutory rights, the escalation path depends on the sector and the retailer's size. Trading Standards, approved ADR schemes, and the Equality Act 2010 are three tools that many consumers do not know how to use in retail disputes.

Trading Standards and what they can do: Trading Standards is not an ombudsman — it cannot resolve your individual dispute or award you compensation. However, it investigates and prosecutes traders who systematically break consumer law. Reporting a trader to Trading Standards (via Citizens Advice) creates a record that, together with similar reports from other consumers, can trigger an investigation. Investigations can result in prosecutions, civil enforcement orders (banning traders from certain practices), and forced refunds where a trader is found to have been operating illegally. Trading Standards is particularly relevant for: rogue traders targeting vulnerable consumers; traders misrepresenting goods (false descriptions, fake reviews); and businesses that routinely refuse statutory returns rights.

Retail ADR schemes: The Retail Ombudsman (operating as part of the Dispute Resolution Ombudsman) handles disputes with retailers who are members of the scheme. Membership is voluntary, so check whether your retailer has signed up before using this route. The scheme is free to consumers and its decisions are binding on member retailers. For online marketplaces, most have their own internal dispute resolution processes — but note that your contract for goods bought from third-party sellers on these platforms is typically with the third-party seller, not the marketplace itself. The marketplace's dispute resolution is a practical tool but not the same as a statutory right.

Equality Act 2010 in retail settings: Retailers providing goods and services to the public must comply with the Equality Act 2010. This means they cannot refuse to serve you, provide you with a worse service, or impose different terms because of a protected characteristic. Common retail Equality Act scenarios include: refusing service to a disabled customer because of their disability; refusing a return on grounds that discriminate against a particular group; failing to make reasonable adjustments for disabled shoppers (such as providing accessible store layouts or staff assistance); and applying policies that have a disproportionate impact on a protected group without justification (indirect discrimination). If you believe a retailer discriminated against you, raise the Equality Act argument in your formal complaint. Citizens Advice and the Equality Advisory and Support Service (EASS) can advise on whether you have a claim. County court claims for retail discrimination must generally be brought within six months of the act complained of.