Every year, UK consumers spend billions on goods and services – but what happens when that new phone stops working after a week or your kitchen fitting turns out to be shoddy work? Fortunately, consumer protection laws exist to safeguard your rights.
This comprehensive guide explains:
✔ Your legal rights under the Consumer Rights Act 2015
✔ How to complain effectively about faulty items
✔ When you’re entitled to refunds, repairs or replacements
✔ What to do if a trader refuses to help
✔ How we can assist with disputes
Key Consumer Rights Under UK Law
The Consumer Rights Act 2015 and The Supply of Goods and Services Act 1982 are the cornerstone of UK consumer protection. It states that all goods and services must:
For Goods Purchased
✅ Be of satisfactory quality – Free from defects, durable and safe
✅ Fit for purpose – Do what they are supposed to do
✅ Match the description – Exactly as advertised
✅ Last a reasonable length of time – Even beyond warranty in some cases
For Services Provided
✅ Be carried out with reasonable care and skill (to a professional standard)
✅ Use suitable materials (of proper quality)
✅ Be completed within reasonable time (unless otherwise agreed)
How long do I have to return faulty goods?
You have 30 days to reject faulty goods for a full refund. After this period, you may be entitled to repairs or replacements.
Step-by-Step: What to Do When Goods Are Faulty
1. Act Quickly – Time Limits Apply
● 0-30 days: Right to full refund if goods are faulty
● 30 days-6 months: Trader must prove goods weren’t faulty when sold
● After 6 months: You must prove the fault existed at purchase.
Pro Tip: Always check warranty terms but remember – your statutory rights are not limited by warranties.
2. Contact the Seller (Not the Manufacturer)
Your contract is with the retailer, not the brand. Politely but firmly:
✉ Request a refund, repair or replacement in writing
📸 Provide evidence (photos, videos of defects)
📅 Keep records of all communications
3. If They Refuse – Escalate Your Complaint
Next steps may include:
● Formal complaint letter (template available from Citizens Advice)
● Alternative Dispute Resolution (ADR) schemes
● Small claims court for amounts under £10,000
Example: Sarah bought a £1,200 laptop that overheated constantly. After the shop refused help, she won a full refund through the small claims court.
Your Rights With Faulty Services
Services must be performed to a reasonable standard. If not:
You Can Request:
🛠 Re-performance of the service (at no extra cost)
💰 Price reduction (if work is partially completed)
💷 Full refund (if service was unacceptable)
Common Service Issues:
● Poor building work
● Inadequate car repairs
● Substandard professional services
When to Involve us
While many disputes can be resolved directly, solicitors can assist when:
🔹 The trader ignores your complaints
🔹 You need help with legal letters or court claims
🔹 The dispute involves significant sums (over £10,000)
🔹 You’re facing complex contractual issues
Special Cases: Extended Rights
Digital Content Rights
Faulty apps, games or software must:
● Be of satisfactory quality
● Fit for purpose
● Match descriptions
You may be entitled to:
● Repair/replacement
● Price reduction (up to 100%)
Distance Selling (Online/Phone Orders)
Under the Consumer Contracts Regulations, you generally have:
📦 14 days to return items (even if not faulty)
💳 Right to full refund including standard delivery costs
How to Strengthen Your Case?
To maximise your chances of success:
📋 Keep all receipts and paperwork
📅 Document when faults first appeared
📧 Communicate in writing whenever possible
📹 Take photos/videos of defects
👥 Get witness statements if applicable
Conclusion: Don’t Accept Substandard Goods or Services
UK consumer law provides powerful protections, but many traders bank on customers not knowing their rights. If you’ve encountered:
🚫 Faulty electronics
🚫 Poor workmanship
🚫 Misrepresented services
…you may be entitled to refunds, compensation or rectification.
For complex disputes or when traders refuse to cooperate, Aman Solicitors can help enforce your rights through:
✔ Professional legal advice
✔ Strongly-worded demand letters
✔ Small claims court representation
✔ Alternative dispute resolution
Need Help With a Consumer Dispute?
📞 Call Aman Solicitors for expert advice on your rights
Can I get a refund after 30 days?
Yes – after 30 days you may get repairs/replacements first, then a refund if these fail.
What if the shop says “no refunds”?
This is illegal for faulty goods – your statutory rights override shop policies.
How long do I have to complain about poor services?
Generally up to 6 years (5 in Scotland), but earlier complaints have better outcomes.
Can I claim compensation for inconvenience?
Potentially yes – especially if the fault caused additional losses or distress.
What evidence do I need for a small claim?
Contracts, receipts, photos of defects, correspondence with the trader, expert reports if available.
