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Know your rights

Your Consumer Rights, in Plain English

No jargon. Pick what went wrong and we will show you your rights, what to do, how long you have, and where to go next.

Not sure? Find my route Write my complaint letter

General information for the UK. Not legal advice. Last checked 2 October 2026. Nothing you enter on this page is sent to us unless you choose to.

Find My Route

Answer four quick questions and we will point you to the right next step.

1. What Is This About?

2. How Did You Buy or Agree It?

3. How Long Ago Was It?

4. Have You Complained Yet?

What Went Wrong?

Choose the closest match. You can always come back and pick another.

Pick a topic above to see your rights.

Faulty or Misdescribed Goods

If what you bought is faulty, you can ask the seller to put it right. You do not have to deal with the manufacturer.

Your Rights

  • Goods must be of satisfactory quality, fit for purpose and as described.
  • The shop or seller is responsible, not the maker. This is the Consumer Rights Act 2015.
  • A “no refunds” sign or a warranty that says otherwise does not take away these rights.
  • Sale items are covered too, unless the fault was pointed out to you.

What to Do

  1. Stop using the item and keep it, the packaging and your proof of purchase (a bank statement works).
  2. Email the seller. Say what is wrong and what you want: refund, repair or replacement.
  3. Give them a reasonable time to reply, then follow up in writing.
  4. If they refuse, use the escalation steps below.

Time Limits

30days

Short-term right to reject: a full refund if goods are faulty (counted from delivery).

6months

If a fault shows up in the first 6 months, it is assumed to have been there from the start. The seller must prove otherwise.

6years

Time limit to bring a claim for goods that did not last a reasonable time (5 years in Scotland).

Watch Out For

  • “Store credit only” or “exchange only”. In the first 30 days you can insist on a refund for faulty goods.
  • “Contact the manufacturer”. The seller is the one responsible.
  • After one failed repair or replacement you can ask for a price reduction or a final refund.
  • Buying from a private individual (not a business) gives you much weaker rights.

Where to Go Next

  1. Written complaint to the seller
  2. Card provider (Section 75 or chargeback)
  3. The seller’s approved dispute scheme, if they use one
  4. Citizens Advice consumer service
  5. Small claims court

What This Can Look Like

Sam’s new laptop stops working 3 weeks after delivery. Sam emails the seller within the first 30 days, says it is faulty, attaches the receipt and a short video, and asks for a full refund.

An invented example to illustrate. It is not a real case or a promise of any outcome.

Ask CPUK to review my case Write my letter

Buying Online, by Phone or by Catalogue

When you buy at a distance you usually get a 14-day “cooling-off” period to cancel, with no reason needed.

Your Rights

  • You can cancel most online, phone and mail-order purchases within 14 days of receiving the goods.
  • The seller must refund the price and standard delivery costs.
  • Your rights for faulty or misdescribed goods still apply on top of the cooling-off period.
  • The seller must tell you about your right to cancel. If they did not, the period can be much longer.

What to Do

  1. Tell the seller in writing that you are cancelling, within the 14 days. Their cancellation form is optional.
  2. Send the goods back within 14 days of telling them, and keep proof of postage.
  3. The seller should refund you within 14 days of getting the goods back (or proof you sent them).
  4. If no refund arrives, chase in writing, then use the escalation steps below.

Time Limits

14days

To cancel, counted from when you receive the goods (for services, from when the contract is made).

14days

To send goods back after you have told the seller you are cancelling.

14days

For the seller to refund you after getting the goods back.

Watch Out For

  • You may have to pay return postage if the seller told you so before you bought.
  • Exceptions include made-to-measure items, perishable goods, sealed hygiene items once opened, and tickets for specific dates.
  • Digital downloads and streaming can lose the right to cancel once you agree they start straight away.
  • Marketplaces: check whether you are buying from the site or from a third-party seller.

Where to Go Next

  1. Written complaint to the seller
  2. Card provider (Section 75 or chargeback)
  3. The seller’s approved dispute scheme, if they use one
  4. Citizens Advice consumer service
  5. Small claims court

What This Can Look Like

Amy orders a coat online and decides it does not suit her. Six days after delivery she emails the seller to cancel, posts it back with proof of postage, and gets her money back.

An invented example to illustrate. It is not a real case or a promise of any outcome.

Ask CPUK to review my case Write my letter

Delivery and Parcels

If you ordered from a business, they are responsible for getting the goods to you safely.

Your Rights

  • The seller is responsible for goods until they are in your hands. That includes damage in transit.
  • If no delivery date was agreed, the seller must deliver within 30 days.
  • If delivery is late and time was essential, you can cancel straight away. Otherwise give a new deadline, then cancel.
  • Claim against the seller, not the courier.

What to Do

  1. Check your tracking and any “safe place” or neighbour delivery notes.
  2. Take photos of any damage and keep the packaging.
  3. Tell the seller in writing what happened and ask for a replacement or refund.
  4. If still unresolved, use the next steps below.

Time Limits

30days

Default time for the seller to deliver if no date was agreed.

14days

For the seller to refund you after you cancel an undelivered order.

6years

Time limit to bring a court claim (5 years in Scotland).

Watch Out For

  • “Contact the courier”. The seller is the one you have a contract with.
  • Delivery fees on cancelled orders. Standard delivery should be refunded.
  • Marketplace sellers. Check who the seller really is.
  • Parcels left in unsafe places. Note this in your complaint.

Where to Go Next

  1. Written complaint to the seller
  2. Card provider (Section 75 or chargeback)
  3. The courier’s complaints scheme, if it has one
  4. Citizens Advice consumer service
  5. Small claims court

What This Can Look Like

Tom orders a bookcase online. It is marked delivered but he never gets it. He tells the seller in writing, attaches a screenshot of the tracking, and asks for a re-delivery or refund within 14 days.

An invented example to illustrate. It is not a real case or a promise of any outcome.

Ask CPUK to review my case Write my letter

Poor Work or Services

Anyone selling you a service must do it properly, in a sensible time, and for the price agreed.

Your Rights

  • Services must be done with reasonable care and skill.
  • If no price was agreed, you should only pay a reasonable price.
  • If no time was agreed, the work must be done within a reasonable time.
  • What the trader told you, in writing or out loud, can become part of the contract.

What to Do

  1. Take dated photos and keep quotes, invoices, messages and any contract.
  2. Tell the trader in writing what is wrong and give them the chance to put it right.
  3. If you get an independent quote for repairs, keep it, and ask before paying someone else to fix it.
  4. If they will not help, use the escalation steps below.

Time Limits

Fairtime

No fixed time. It must be reasonable for the job, so agree a date in writing.

Freeredo

You can ask for the work to be repeated or put right at no extra cost.

6years

Time limit for a court claim (5 years in Scotland).

Watch Out For

  • Large upfront deposits or cash-only deals with no paperwork.
  • Contracts signed at your home usually come with a 14-day cancellation right.
  • Check whether the trader belongs to a trade body with a complaints scheme.
  • Do not pay in full before the work is finished and you have checked it.

Where to Go Next

  1. Written complaint to the trader
  2. Trade body or approved dispute scheme
  3. Card provider (Section 75 or chargeback)
  4. Citizens Advice consumer service
  5. Small claims court

What This Can Look Like

A plumber leaves a leak under the sink after a “finished” job. Dev sends photos, asks in writing for the work to be put right free of charge, and gives the plumber 14 days.

An invented example to illustrate. It is not a real case or a promise of any outcome.

Ask CPUK to review my case Write my letter

Home Improvements and Doorstep Sales

Contracts agreed at your home usually come with a longer cooling-off period and extra rules.

Your Rights

  • Contracts made at your home or away from the seller’s premises usually give you a 14-day right to cancel.
  • The trader must tell you about this right in writing. If they do not, the period can extend up to a year.
  • Work must be done with reasonable care and skill, within a reasonable time and for the price agreed.
  • Check for insurance-backed guarantees and a trade body.

What to Do

  1. Get quotes in writing and do not sign on the day under pressure.
  2. Pay the smallest deposit possible, ideally by card, and not in cash.
  3. Keep photos of the work and every message.
  4. If it goes wrong, complain in writing and use the next steps below.

Time Limits

14days

Cooling-off for most doorstep and off-premises contracts.

Up to 12months

Extended cancellation period if the trader did not tell you about your right.

6years

Time limit to bring a court claim (5 years in Scotland).

Watch Out For

  • Cold callers saying your roof or driveway needs urgent work.
  • Large cash deposits or “today only” discounts.
  • Work starting during the cooling-off period without your clear request.
  • No written contract, address or company details.

Where to Go Next

  1. Written complaint to the trader
  2. Trade body or guarantee provider
  3. Card provider (Section 75 or chargeback)
  4. Trading Standards via Citizens Advice
  5. Small claims court

What This Can Look Like

Nadia agrees a conservatory over a salesperson’s kitchen table. The next morning she has doubts. She emails the company to cancel inside the 14 days and asks for her deposit back.

An invented example to illustrate. It is not a real case or a promise of any outcome.

Ask CPUK to review my case Write my letter

Subscriptions and Hidden Fees

You should be told the full price, any automatic renewal and how to cancel before you buy, not after.

Your Rights

  • Hiding fees, adding them at the last step (“drip pricing”), fake urgency and fake reviews are banned by the Digital Markets, Competition and Consumers Act 2024 (in force since April 2025).
  • If a free trial turned into a paid plan and you were not clearly told, you can dispute it.
  • You can ask your bank to cancel a recurring card payment (a “continuous payment authority”).
  • New subscription rules (renewal reminders and easier cancelling) are expected from 2027. They are not in force yet.

What to Do

  1. Check your emails and sign-up page for the terms you were shown.
  2. Cancel in writing and keep the confirmation.
  3. Ask for a refund of charges taken after you cancelled.
  4. If they keep charging, tell your bank to stop the payments and use the escalation steps below.

Time Limits

14days

Cooling-off period for most online sign-ups.

~120days

Typical card-scheme window to ask your bank for a chargeback, counted from the problem. Check with your bank.

2027

Date the new subscription rules are currently expected. Check the latest government update.

Watch Out For

  • Free trials that renew without a clear reminder.
  • Pre-ticked boxes and cancel buttons that are hard to find.
  • “Admin” or “service” fees that appear only at checkout.
  • Price rises in the middle of a contract.

Where to Go Next

  1. Written complaint to the company
  2. Your bank or card provider
  3. The company’s approved dispute scheme, if any
  4. Citizens Advice consumer service (they can pass reports to Trading Standards)
  5. Small claims court

What This Can Look Like

Jo signs up for a “free trial” and is charged £39 a month later. The sign-up page never mentioned renewal. Jo cancels in writing and asks for the charges to be refunded.

An invented example to illustrate. It is not a real case or a promise of any outcome.

Ask CPUK to review my case Write my letter

Gyms and Memberships

Contracts must be fair and clear. Unfair small print is not binding.

Your Rights

  • Terms must be fair and written in plain language. An unfair term is not binding on you.
  • Cancellation fees must be reasonable, and the key terms must be clear before you join.
  • If you joined online or by phone you usually get a 14-day cooling-off period.
  • New subscription rules (easier cancelling, renewal reminders) are expected from 2027. They are not in force yet.

What to Do

  1. Read your agreement for the minimum term, notice period and any cancellation fee.
  2. Cancel in writing and keep the confirmation.
  3. Ask your bank to stop the Direct Debit if charges continue after you have cancelled.
  4. If they will not agree, use the next steps below.

Time Limits

14days

Cooling-off period for most online or phone sign-ups.

Fairnotice

Notice periods must be reasonable and clearly explained.

6years

Time limit to bring a court claim (5 years in Scotland).

Watch Out For

  • Terms that auto-renew for a full year.
  • Price rises in the middle of your contract.
  • Being told to cancel in person or by post only.
  • Joining offers that hide the total cost.

Where to Go Next

  1. Written complaint to the club
  2. Your bank (Direct Debit Guarantee)
  3. Citizens Advice consumer service
  4. Trading Standards via Citizens Advice
  5. Small claims court

What This Can Look Like

Mia moves house and her gym will not release her. She writes asking for cancellation, points out the exit fee was not clearly explained when she joined, and asks for the next month’s payments to stop.

An invented example to illustrate. It is not a real case or a promise of any outcome.

Ask CPUK to review my case Write my letter

Cars and Vehicles

Cars bought from a dealer are covered like other goods. Age, mileage and price are taken into account.

Your Rights

  • A car from a dealer must be of satisfactory quality, fit for purpose and as described. Allowance is made for age and mileage.
  • The 30-day short-term right to reject and the 6-month presumption can apply to cars bought from a business.
  • Garage repairs must be done with reasonable care and skill.
  • If you bought on finance, the finance company can be responsible too. You can also complain to the Financial Ombudsman Service.

What to Do

  1. Stop driving the car if it is unsafe, and get an independent report or garage quote in writing.
  2. Keep the advert, invoice, service history and any messages from the dealer.
  3. Tell the dealer in writing what is wrong and what you want: repair, replacement or refund.
  4. If they refuse, use the next steps below.

Time Limits

30days

Short-term right to reject a faulty car for a refund (from delivery). A deduction for use may apply after this.

6months

A fault in the first 6 months is presumed to have been there from the start. The dealer must prove otherwise.

6years

Time limit to bring a court claim (5 years in Scotland).

Watch Out For

  • Private sales: you only have the right to a car that matches how it was described, and that the seller owns it.
  • “Sold as seen” does not remove your rights against a dealer.
  • Check the vehicle history for hidden finance or clocked mileage before you buy.
  • Do not accept a part-exchange or repair price without it being written down.

Where to Go Next

  1. Written complaint to the dealer or garage
  2. The Motor Ombudsman or trade scheme, if the firm belongs to one
  3. Finance company or card provider
  4. Citizens Advice consumer service
  5. Small claims court

What This Can Look Like

Priya buys a 4-year-old car from a dealer. Three weeks later the gearbox fails. She emails the dealer with a garage report, asks for a refund within the 30 days, and keeps the reply.

An invented example to illustrate. It is not a real case or a promise of any outcome.

Ask CPUK to review my case Write my letter

Second-Hand and Private Sales

Buying from a private person gives you fewer rights than buying from a business.

Your Rights

  • A private seller must describe the item honestly, and must own what they are selling.
  • The “satisfactory quality” rule does not apply to private sellers, so a used item that is simply worn is not usually a breach.
  • If the seller is really a business (they sell regularly), full consumer rights apply.
  • Platforms often have their own buyer protection that you can use.

What to Do

  1. Keep the listing, messages and payment proof.
  2. Report the problem through the platform quickly, as protection time limits are short.
  3. Contact the seller in writing and say how the item differs from the description.
  4. If unresolved, use the next steps below.

Time Limits

Shortwindows

Platform buyer-protection claims often have tight deadlines. Check the platform rules.

~120days

Typical chargeback window for card payments. Ask your bank.

6years

Time limit to bring a court claim (5 years in Scotland).

Watch Out For

  • Paying by bank transfer or “friends and family” gives you less protection.
  • Sellers who ask you to move the deal off the platform.
  • Items “as seen” where the listing hid a fault.
  • Sellers who look like businesses but call themselves private.

Where to Go Next

  1. Platform dispute or buyer protection
  2. Your payment provider or bank
  3. Seller in writing
  4. Citizens Advice consumer service
  5. Small claims court

What This Can Look Like

Ben buys a used camera from a listing that says “works perfectly”. It does not turn on. He reports it on the platform the same day and sends photos, and asks for his money back.

An invented example to illustrate. It is not a real case or a promise of any outcome.

Ask CPUK to review my case Write my letter

Holidays, Flights and Travel

Your rights depend on whether you booked a flight, a hotel or a full package holiday.

Your Rights

  • Flights: if a flight is cancelled or badly delayed, you may be due care, a refund or a new flight, and sometimes compensation.
  • Compensation of £220, £350 or £520 (by distance; £260 instead of £520 for a 3 to 4 hour delay on flights over 3,500 km) can apply for delays of 3 hours or more that are the airline’s fault. It covers flights leaving the UK, or arriving in the UK on a UK or EU airline.
  • Package holidays are covered by the Package Travel Regulations 2018. The organiser is responsible for the whole package.
  • If a package is cancelled you are entitled to a refund.

What to Do

  1. Complain during the trip and get something in writing from the hotel or rep.
  2. Keep boarding passes, booking emails, photos and receipts for extra costs.
  3. Claim in writing with the airline or organiser. You do not need a claims company.
  4. If they refuse, use the escalation steps below.

Time Limits

3+hours

Arrival delay that can trigger flight compensation.

14days

Many package refunds should be made within 14 days of cancellation.

6years

Time limit for many claims in England and Wales (5 years in Scotland).

Watch Out For

  • Vouchers offered instead of a cash refund when your flight or package was cancelled.
  • Airlines claiming “extraordinary circumstances”. They must be able to show it.
  • Claims companies that take a large cut. You can claim directly for free.
  • Check whether your booking was ATOL or ABTA protected.

Where to Go Next

  1. Written complaint to the airline or holiday company
  2. The airline’s approved dispute scheme
  3. Card provider (Section 75 or chargeback)
  4. Citizens Advice consumer service
  5. Small claims court

What This Can Look Like

Lee’s flight home is cancelled with a few hours’ notice. Lee keeps receipts for a hotel and meals, claims directly with the airline in writing, and asks for care costs and compensation.

An invented example to illustrate. It is not a real case or a promise of any outcome.

Ask CPUK to review my case Write my letter

Cards, Banks and Loans

How you paid can give you a second person to claim from, as well as the seller.

Your Rights

  • Credit card: for a single item costing over £100 and up to £30,000, your card provider can be equally responsible with the seller (Section 75).
  • Debit or credit card: you can ask your bank for a chargeback. It is a card-scheme process, not a legal right, but it often works.
  • Banks and lenders must treat you fairly. You can complain and, if unhappy, go to the Financial Ombudsman Service for free.
  • Some finance and buy-now-pay-later deals can carry similar protection. Ask the lender.

What to Do

  1. Complain to the bank or lender in writing and keep a copy.
  2. They should send a final answer within 8 weeks.
  3. If you are unhappy, or 8 weeks pass, take it to the Financial Ombudsman Service.
  4. Keep all letters and emails as evidence.

Time Limits

8weeks

For a firm to give a final response to your complaint.

6months

To go to the Financial Ombudsman after the firm’s final response.

~120days

Typical chargeback window. Ask your bank, as it varies.

Watch Out For

  • Claims management companies often charge fees. You can complain directly for free.
  • Paying by bank transfer gives fewer protections unless it is a scam.
  • Do not ignore a debt letter. Free help is available from MoneyHelper and StepChange.
  • Check what the credit agreement says about early repayment.

Where to Go Next

  1. Written complaint to the bank or lender
  2. Financial Ombudsman Service (free)
  3. Citizens Advice or MoneyHelper for money guidance
  4. Small claims court (for Section 75 claims)

What This Can Look Like

Anna pays £450 on her credit card for a faulty appliance and the shop will not respond. She tells her card provider, who can look into the claim as well as the shop.

An invented example to illustrate. It is not a real case or a promise of any outcome.

Ask CPUK to review my case Write my letter

Phone, Broadband and Energy

These providers are regulated, so there are rules they must follow on top of your general rights.

Your Rights

  • Phone and broadband (Ofcom): price rises must be set out clearly in pounds and pence. If a provider changes your deal in a way you were not told about, you may be able to leave without a penalty.
  • If your broadband is slower than the speed you were promised and it is not fixed in time, you may be able to leave penalty-free.
  • Energy (Ofgem): if your supplier made a billing error, it generally cannot bill you for more than 12 months back.
  • You should receive accurate bills and clear information about end-of-contract dates.

What to Do

  1. Take dated photos or screenshots of bills, speed tests and any messages.
  2. Complain to the provider in writing and ask for a reference number.
  3. Allow up to 6 weeks for a final answer.
  4. Then go to the free ombudsman scheme your provider belongs to.

Time Limits

6 or 8weeks

Before you can usually take a complaint to a free ombudsman scheme: 6 weeks for phone and broadband, 8 weeks for energy (or earlier with a deadlock letter).

12months

Usual limit on back-billing for energy when the supplier is at fault.

Freeexit

Possible penalty-free exit if you were not clearly told about a price rise or speeds fall short.

Watch Out For

  • Contracts that roll on automatically after the minimum term.
  • “Up to” speeds. Ask for the guaranteed minimum speed.
  • Estimated bills that build up. Send meter readings regularly.
  • Do not agree to a doorstep switch under pressure.

Where to Go Next

  1. Written complaint to the provider
  2. Free ombudsman (the Communications or Energy ombudsman scheme)
  3. Citizens Advice consumer service
  4. Ofcom or Ofgem (to report wider problems)

What This Can Look Like

Raj’s broadband is far slower than promised and is not fixed. He logs speed tests, complains in writing, and asks to leave the contract without a penalty.

An invented example to illustrate. It is not a real case or a promise of any outcome.

Ask CPUK to review my case Write my letter

Scams and Fraud

Act quickly. The sooner you tell your bank, the better the chance of getting money back.

Your Rights

  • If you sent money by bank transfer (Faster Payments or CHAPS) to a scammer, you may be able to get it back under the Authorised Push Payment reimbursement rules (up to £85,000 for most cases).
  • Card payments may be recovered through Section 75 or chargeback.
  • Banks must take scam reports seriously. You can complain if you are not treated fairly.
  • Reporting scams helps protect others.

What to Do

  1. Call your bank straight away on the number on your card, or dial 159.
  2. Report to Action Fraud (0300 123 2040), or Police Scotland on 101.
  3. Forward scam texts to 7726 and scam emails to report@phishing.gov.uk.
  4. Change passwords and keep every message and receipt as evidence.

Time Limits

Now

Speed matters most. Contact your bank as soon as you realise.

13months

Usual limit to make a bank-transfer scam reimbursement claim, counted from the last payment.

8weeks

For the bank to give a final response to a complaint.

Watch Out For

  • “Recovery” companies that contact you offering to get your money back for a fee.
  • Anyone rushing you, or asking you to move money to a “safe account”.
  • Links in texts and emails. Go to the company’s website directly.
  • Never share your PIN, full password or one-time codes.

Where to Go Next

  1. Your bank
  2. Financial Ombudsman Service (free)
  3. Action Fraud / Police Scotland
  4. Citizens Advice for further help

What This Can Look Like

Kim gets a call saying her account is at risk and she must move money to a “safe account”. She hangs up, calls her bank on the number on her card, and reports it.

An invented example to illustrate. It is not a real case or a promise of any outcome.

Ask CPUK to review my case

Quick Tools

How Did You Pay?

Your payment method can give you extra protection.

Choose a payment method to see your options.

Time-Limit Checker

Enter the date your goods were delivered, or you bought online. A guide only.

Pick a date to see your deadlines.

Where Do You Live?

Time limits and small-claims rules differ across the UK.

Choose where you live. Time limits on this page will update.

Who Handles Complaints?

Find the free scheme or ombudsman for your problem.

Pick a sector to see who can help.

Complaint Letter Builder

Fill in the boxes and we will write a clear, polite complaint you can edit and send. Everything stays in your browser until you choose to send it to us.

Your Letter

You can edit this before using it.

General information, not legal advice. Check names, dates and amounts before you send. Send by email or recorded delivery and keep a copy.

Is This a Scam?

Tick anything that is true. This is a guide to warning signs, not a verdict.

Tick any warning signs you have noticed.

If the Business Will Not Help: Your Next Steps

Work through these in order. Most problems are settled in the first few steps.

  1. 1

    Complain in Writing

    Email the business. Say what went wrong, what you want, and a sensible deadline such as 14 days. Keep a copy.

  2. 2

    Ask for a Final Response

    If you are not satisfied, ask for a “deadlock” or final response letter. You will usually need this for the next step.

  3. 3

    Use Your Payment Method

    Credit card: Section 75. Debit or credit card: chargeback. Tell your card provider what happened.

  4. 4

    Free Dispute Scheme or Ombudsman

    Many businesses belong to an approved scheme. Banks, energy, phone and travel firms have free ombudsmen.

  5. 5

    Get Free Advice

    Citizens Advice consumer service can advise and pass reports to Trading Standards.

  6. 6

    Small Claims

    As a last step. Send a letter before action first. In England and Wales claims up to £10,000 go through the small claims track.

What Has Changed Recently

Consumer law keeps moving. Here are the changes most likely to affect you.

  1. 7 Oct 2024

    Bank-Transfer Scam Reimbursement

    New rules mean most banks must refund victims of authorised push payment scams, up to £85,000.

  2. 17 Jan 2025

    Phone and Broadband Price Rises

    Ofcom rules require mid-contract price rises to be set out in pounds and pence at the start.

  3. 6 Apr 2025

    Hidden Fees and Fake Reviews Banned

    The Digital Markets, Competition and Consumers Act 2024 banned drip pricing and fake reviews, and lets the CMA fine firms up to 10% of global turnover.

  4. Jan 2027 (expected)

    New Subscription Rules

    Renewal reminders and easier cancelling are expected to start. Not yet in force. Check the latest government update.

Jargon Buster

Legal words, translated.

Satisfactory quality
Good enough for what a reasonable person would expect, given the price and description. Free of faults, safe and durable.
Fit for purpose
Able to do the job it is sold for, and any specific job you told the seller about.
As described
Matches the description, photos, sample or model you were shown.
Short-term right to reject
Your right to a full refund if goods are faulty, within 30 days of delivery.
Cooling-off period
A short time (usually 14 days) when you can cancel a distance or doorstep sale without giving a reason.
Statutory rights
Rights you have by law. A seller cannot take them away with small print.
Section 75
A rule that makes your credit card provider equally responsible with the seller for items costing over £100 and up to £30,000.
Chargeback
A request to your bank to take a card payment back from the seller. It follows card-scheme rules rather than law.
Trader
Anyone selling to you as part of a business or trade, including one-person businesses.
Remedy
What you can ask for to put things right: repair, replacement, price reduction or refund.
Burden of proof
Who has to prove their case. In the first 6 months, the seller must show goods were not faulty when sold.
Drip pricing
Showing a low price and adding unavoidable fees later in the buying process. It is banned.
Ombudsman
A free, independent body that looks at complaints after you have gone through the company’s own complaints process.
ADR (alternative dispute resolution)
An approved scheme that helps settle disputes without going to court.
Letter before action
A final written warning that you will start a court claim if the problem is not fixed by a set date.
Small claims
A simple court process for lower-value disputes, with limited costs.
Trading Standards
The local council service that enforces consumer law. Report through the Citizens Advice consumer service.
CMA
The Competition and Markets Authority. It enforces consumer law across the market but does not resolve individual complaints.

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Where This Comes From

This page is a plain-English summary for England, Wales, Scotland and Northern Ireland. Details and time limits can differ, and the law changes. Check the latest guidance before you act: GOV.UK consumer rights, Citizens Advice consumer service, Consumer Rights Act 2015, Financial Ombudsman Service. CPUK does not give legal advice. This page is not a substitute for advice from a solicitor or an advice agency.

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