Easy Read
Our help and your rights, in short simple words.
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Who We Are
- We are Consumer Protection UK.
- We help people in the UK when a business treats them unfairly.
- We are not a law firm. We do not give legal advice.
How We Can Help
- You tell us what went wrong.
- We look at your case. This first look is free.
- We tell you your choices in plain words.
- We show you how to write to the business yourself, using our free letter templates.
We Cannot Promise
- We cannot promise you will get money back.
- We will always be honest with you.
Your Rights When You Buy Something
- Things you buy must work and must be as described.
- If it is broken in the first 30 days, you can ask for your money back.
- If it breaks in the first 6 months, the shop must usually fix it or swap it.
- If you buy online or by phone, you can usually change your mind within 14 days.
- If you paid by credit card, the card company may help too.
How to Complain
- Keep your receipts, emails and photos.
- Tell the business what went wrong. Write it down.
- Say what you want. Give them 14 days.
- If they do not help, ask for a free ombudsman or ADR scheme to look at it.
Scams
- Do not pay if someone rushes you.
- Never give your PIN or passwords.
- Your bank will never ask you to move money to a “safe account”.
- If you lost money, call your bank now.
- Tell Action Fraud: 0300 123 2040.
How to Start
Or call us: 0300 102 9488.
Monday to Friday, 9am to 5pm.
Or email: info@consumer-protection.org.uk
This is a short guide. It is not legal advice. For the full guide see Know Your Rights.