Consumer Rights Act 2015 - and Section 75 of the Consumer Credit Act 1974 as a fallback for credit-card payments
Complain to Asda about a refund that was refused
They said no. Their store policy isn’t the law. The Consumer Rights Act is. Here’s how to put that in writing - and what to do if they still drag their feet.
The law on your side
Consumer Rights Act 2015 - and Section 75 of the Consumer Credit Act 1974 as a fallback for credit-card payments
Consumer Rights Act 2015 ss.9-11, 19-24, 49-56; Consumer Credit Act 1974 s.75
- Statutory rights override store policy. "No refunds" signs are not enforceable for faulty goods.
- Section 75 makes credit-card issuers jointly liable with the trader for purchases between £100 and £30,000.
- The cooling-off period for online and distance purchases is 14 days from delivery (Consumer Contracts Regulations 2013, Reg 29).
- For services, the duty is reasonable care and skill (Consumer Rights Act 2015, s.49) - failure of which entitles you to repeat performance, a price reduction or a refund.
What you are owed
| Situation | Remedy |
|---|---|
| Refund of price paid | Original payment method |
| Reasonable consequential losses | Where caused by the breach |
| Section 75 claim | Card issuer jointly liable for £100-£30,000 credit-card purchases |
Source: Consumer Rights Act 2015 ss.9-11, 19-24, 49-56; Consumer Credit Act 1974 s.75. Figures are the published statutory amounts at the time of writing.
Copy-paste letter template
Replace anything in [SQUARE_BRACKETS] with your details. Keep the tone factual - the citations do the heavy lifting.
Dear Asda Customer Service, I am writing about [PURCHASE / SERVICE] dated [DATE], order reference [ORDER_REF], for £[PRICE]. I have requested a refund and it has been refused. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described (sections 9-11), and services must be performed with reasonable care and skill (section 49). Where goods or services do not conform, the consumer is entitled to the statutory remedies set out in sections 19-24 (goods) or sections 54-56 (services). The reason a refund is owed is: [REASON - e.g. item was not as described / service was not carried out with reasonable care and skill / item is faulty within the first 30 days]. I require a full refund of £[PRICE] within 14 days, paid to the original payment method. If this is not resolved I will, where applicable: - Make a Section 75 claim under the Consumer Credit Act 1974 if the purchase was £100-£30,000 and paid by credit card. - Make a chargeback request through my debit-card provider. - Escalate to [ADR_SCHEME] and, if needed, issue a claim through Money Claim Online. Yours faithfully, [FULL_NAME] [ADDRESS] [EMAIL]
If they ignore the first letter
- 1
Write to the trader
Cite the Consumer Rights Act 2015 and ask for the refund by a date you set (the letter asks for 14 days, which is your deadline rather than a legal one). Be specific about which section applies (faulty, not as described, service not carried out with reasonable care and skill).
No legal deadline: set yours in the letter
- 2
Section 75 or chargeback
If the purchase was £100-£30,000 on a credit card, ask the card issuer for a Section 75 claim. If you paid by debit card, request a chargeback through your bank within the time window.
Chargeback typically 120 days
- 3
Trading Standards via Citizens Advice
Refusing statutory rights is a breach of consumer law. Citizens Advice will forward complaints to Trading Standards.
- 4
Money Claim Online
Issue a small claim for up to £10,000.
Final stop: Trading Standards (via Citizens Advice consumer service); ombudsman or ADR scheme if the trader is signed up.
Quick answers
What if the trader says "no refunds, only exchanges"?
Statutory rights override store policy for faulty, mis-described or unfit goods. A blanket no-refund policy doesn’t apply when the Consumer Rights Act 2015 grants a refund as the statutory remedy.
Can I use Section 75 for a small purchase?
Only if the cash price of a single item was £100 or more (and £30,000 or less) and you paid at least part of the price on a UK credit card. PayPal credit and BNPL providers can be different - check the lender’s terms.
What if I bought it more than six months ago?
You still have up to six years (five in Scotland) to bring a claim, but after six months you have to prove the fault was present at delivery rather than relying on the reverse burden of proof.
What about online purchases under the cooling-off period?
Under the Consumer Contracts Regulations 2013, you have 14 days from delivery to cancel most online purchases for any reason and another 14 days to return the goods. The trader has to refund within 14 days of receiving the item or proof of return.
Does Asda have a complaints form?
No. Asda publishes no complaints form and no complaints email: its contact page gives one route, the phone line on 0330 053 0111, alongside the Customer Helpdesk in store. The asda.com/feedback page that comes up in searches is a store-visit survey with a prize draw, it needs your receipt, and Asda’s own text on it sends anyone looking for customer services to the help centre instead. If you want your complaint in writing, call first, then send a letter quoting the reference you were given.
How do I complain about Asda Mobile?
Asda Mobile runs its own complaints process, separate from the stores. Call 2732 from your Asda Mobile phone or 0808 006 2732 from any other phone (free), or write to the Asda Mobile Complaint Review Service at Asda House, Great Wilson Street, Leeds, LS11 5AD. Its complaints page at mobile.asda.com/support/complaints-process also gives an email route for Asda Mobile accounts only. If it is not sorted within 6 weeks, or you are unhappy with the outcome, Asda Mobile’s complaints code names CISAS as the free independent scheme.
Where do Asda Money credit card and loan complaints go?
To Lendable, which provides Asda Money credit and publishes its own complaints procedure at asda.lendable.co.uk/complaints. Asda’s store customer service cannot resolve them. If Lendable has not sorted it within 8 weeks, or you disagree with its final response, the Financial Ombudsman Service reviews credit complaints for free.
Does Asda have a customer service or complaints email address?
No. We couldn't find one on Asda's own site, so any address you see on a complaints directory isn't one Asda publishes. Asda takes complaints by phone (0330 053 0111) or at the in-store Customer Helpdesk. Write the complaint out before you get in touch, keep a dated copy, and note who you spoke to and when: that record is what you need to take it further. NoReply writes that complaint for you free, with the law it relies on cited.
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Build my Asda complaintDisclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Asda. This page summarises Consumer Rights Act 2015 - and Section 75 of the Consumer Credit Act 1974 as a fallback for credit-card payments (Consumer Rights Act 2015 ss.9-11, 19-24, 49-56; Consumer Credit Act 1974 s.75) for general guidance and is not legal advice. Always check the current statutory text before acting.