Plain English definitions of the legal terms, jargon, and phrases you need to understand when dealing with companies.
31 terms covering UK consumer protection law
Within 30 days of receiving faulty goods, you have the right to reject them for a full refund. After 30 days, the retailer can offer repair or replacement first.
Example: Your new TV developed a fault after 2 weeks. You can reject it and get a full refund under the 30-day right.
If goods develop a fault within 6 months of purchase, they're presumed to have been faulty from the start. The retailer must prove otherwise if they dispute your claim.
Example: Your washing machine broke after 4 months. The shop can't claim you damaged it—they must prove the fault wasn't present at purchase.
If a company hasn't resolved your complaint within 8 weeks, you can escalate to the relevant ombudsman even without a deadlock letter.
Example: It's been 10 weeks since you complained to your insurance company. You can now go to the Financial Ombudsman without waiting for their response.
Ways to resolve disputes without going to court, including ombudsmen, arbitration, and mediation. Many industries require companies to offer ADR to customers.
Example: Before taking a retailer to court, you might try mediation through an ADR scheme to reach an agreement.
Products must match any description given by the seller, including advertising, packaging, and verbal statements made before purchase.
Example: If a car is advertised as having "full service history" but doesn't, you can claim under the As Described requirement.
Who has to prove their case in a dispute. For faulty goods, the burden is on the retailer for the first 6 months to prove the item wasn't faulty when sold.
Example: Your phone stopped working after 3 months. The shop must prove it wasn't faulty from the start, not the other way around.
A process where your bank reverses a card payment when goods aren't delivered, are faulty, or not as described. Works with debit and credit cards but has shorter time limits than Section 75.
Example: You paid for concert tickets that never arrived. Your bank can do a chargeback to get your money back.
The main UK law protecting consumers when buying goods, services, or digital content. It replaced several older laws and sets out your rights when things go wrong with purchases.
Example: If your new laptop stops working within 30 days, the Consumer Rights Act 2015 entitles you to a full refund.
A 14-day period during which you can cancel most online, phone, or doorstep purchases without giving any reason. Starts when you receive the goods.
Example: You ordered shoes online but changed your mind. You have 14 days from delivery to return them for a full refund.
A letter from a company stating they won't do anything more about your complaint. Also called a 'final response.' Receiving one allows you to escalate to an ombudsman immediately.
Example: The energy company sent a deadlock letter refusing to reduce your bill. You can now take your case to the Energy Ombudsman.
Any sale made without face-to-face contact, including online, phone, mail order, or TV shopping purchases. These have extra protections including the cooling-off period.
Example: Buying a product through a website, TV shopping channel, or phone order all count as distance selling.
Events beyond a company's control that excuse them from liability. Airlines often claim this for delays, but many situations (like technical faults) don't actually qualify.
Example: The airline claimed 'extraordinary circumstances' for a mechanical fault, but courts have ruled these are usually the airline's responsibility.
Goods must work for their intended use and any specific purpose you told the seller about before buying.
Example: If you told a salesperson you needed walking boots for hiking in snow, they must be suitable for that purpose.
When a company gives you the runaround, makes excuses, or tries to avoid dealing with your complaint properly. A common tactic to make customers give up.
Example: Being told "our policy doesn't allow refunds" when the law says otherwise is a classic fob-off.
An offer to close a dispute completely. Once accepted, you usually can't pursue the matter further. Companies use this to prevent future claims.
Example: Before accepting a "full and final settlement," make sure it covers everything you're entitled to.
Data protection law giving you rights over how companies use your personal information, including the right to access, correct, or delete your data.
Example: Under GDPR, you can request a copy of all data a company holds about you, and they must respond within 30 days.
When a company offers compensation 'as a gesture of goodwill' rather than admitting fault. Accepting one doesn't affect your legal rights, but companies hope it ends the matter.
Example: The airline offered £50 'as a goodwill gesture' for a 6-hour delay, but you might be legally entitled to £220.
When two parties are equally responsible for a debt or obligation. Under Section 75, your credit card company shares liability with the seller for problems with purchases.
Example: The car dealership won't fix a fault. Because of joint liability, your credit card company must help resolve it.
A formal letter warning a company you'll take legal action if they don't resolve your complaint. Courts expect you to send one before starting proceedings.
Example: Before going to court, you send a Letter Before Action giving the company 14 days to pay what they owe.
A false statement of fact that induces you to enter a contract. You may be able to cancel the contract and/or claim damages for losses.
Example: The seller said the car had "no accident history" but a check revealed major crash damage. This is misrepresentation.
An independent person or organization that investigates complaints against companies when you can't resolve issues directly. Different industries have different ombudsmen (financial, energy, telecoms, etc.).
Example: Your bank won't refund unauthorized transactions. The Financial Ombudsman can investigate and make a binding decision.
After the first 30 days, if goods are faulty the retailer can choose to repair or replace them before offering a refund. But they only get one chance to fix the problem.
Example: Your TV developed a fault after 2 months. The shop can offer a repair, but if that fails, you're entitled to a refund.
A legal standard meaning goods must be free from defects, safe, durable, and match any description. What counts as 'satisfactory' depends on the price and product type.
Example: A £5 umbrella isn't expected to last as long as a £100 one, but both should work properly from day one.
Section 75 of the Consumer Credit Act 1974 makes your credit card company jointly liable with the seller for purchases between £100 and £30,000. If the seller won't help, you can claim from your card provider.
Example: A company went bust before delivering your £500 sofa. You can claim the full amount back from your credit card company under Section 75.
A simplified court process for disputes up to £10,000 in England and Wales. You don't usually need a lawyer, and it's designed to be accessible for ordinary consumers.
Example: The company owes you £2,000 for a faulty product. You can take them to small claims court yourself without hiring a solicitor.
Legal rights given to you by law that can't be taken away by company terms and conditions. Notices saying 'this doesn't affect your statutory rights' acknowledge this.
Example: A shop's "no refunds" policy doesn't override your statutory right to return faulty goods.
A formal request for all personal data a company holds about you. Companies must respond within 30 days and usually can't charge a fee.
Example: You submitted a SAR to your former employer to get copies of all emails and records they hold about you.
Local government departments that enforce consumer protection laws against businesses. They investigate rogue traders, unsafe products, and misleading advertising.
Example: If a business repeatedly scams customers, you can report them to Trading Standards who may take legal action.
UK flight compensation rules that replaced EU261 after Brexit. Entitles passengers to compensation of £220-£520 for delays of 3+ hours on UK flights or flights departing from the UK on UK carriers.
Example: Your flight from London to New York was delayed by 4 hours. Under UK261, you're entitled to £520 compensation.
Terms in a contract that create a significant imbalance against the consumer. Courts can declare these terms void and unenforceable.
Example: A term saying the company isn't responsible for any losses, even those caused by their negligence, would be unfair and unenforceable.
A legal term meaning something can't be used as evidence in court. Companies mark settlement offers 'without prejudice' to negotiate freely without admitting liability.
Example: A "without prejudice" offer of £500 can't be mentioned if you later take the company to court.
Understanding the terms is just the first step. Let NoReply help you use this knowledge to get the outcome you deserve.