Overview of UK Consumer Law
UK consumer protection law gives you significant rights when buying goods and services. The main legislation includes:
Key UK Consumer Laws
- Consumer Rights Act 2015 – Your main rights for goods, services, and digital content
- Consumer Contracts Regulations 2013 – Rights for online and distance purchases
- Consumer Credit Act 1974 – Section 75 credit card protection
- UK261 Regulation – Flight delay and cancellation compensation
- Package Travel Regulations 2018 – Protection for package holidays
Important Note
Consumer rights apply to purchases from businesses only (B2C). Private sales between individuals have different, more limited protections under common law.
Consumer Rights Act 2015
The Consumer Rights Act 2015 is the cornerstone of UK consumer protection. It replaced most of the Sale of Goods Act 1979 for consumer transactions and sets out your rights when buying goods, services, and digital content.
Rights for Goods
Every product you buy from a business must be:
Satisfactory Quality
Free from defects, safe, durable, and of a standard a reasonable person would expect given the price and description.
Fit for Purpose
Suitable for any specific purpose you made clear to the seller before buying, as well as its general purpose.
As Described
Must match any description given by the seller, on packaging, in advertising, or verbally.
Match the Sample
If you bought based on a sample, the final product must match it in quality and features.
Rights for Services
When you pay for a service, it must be:
- Performed with reasonable care and skill
- Completed within a reasonable time (if no time was agreed)
- Charged at a reasonable price (if no price was agreed)
Rights for Digital Content
Digital content (apps, games, downloads, streaming) must be:
- Of satisfactory quality
- Fit for purpose
- As described
- Free from defects that would damage your device
Online & Distance Purchases
The Consumer Contracts Regulations 2013 give you extra rights when buying online, by phone, or mail order. These are in addition to your rights under the Consumer Rights Act.
14-Day Cooling-Off Period
You have the right to cancel most online purchases within 14 days of receiving the goods, for any reason or no reason at all. You don't need to give an explanation.
- • The 14 days start when you receive the goods (not when you order)
- • You have a further 14 days to return the goods after cancelling
- • The seller must refund you within 14 days of receiving the return
- • Basic return shipping costs may be your responsibility
Exceptions to the Cooling-Off Period
You cannot cancel and return these items under the cooling-off period:
- • Perishable goods (fresh food, flowers)
- • Sealed goods that have been opened (hygiene products, underwear)
- • Personalised or custom-made items
- • Sealed audio, video, or software if unsealed
- • Newspapers and magazines (except subscriptions)
- • Digital content once download/streaming has started (with consent)
Delivery Rights
When buying online, you also have delivery rights:
- Goods must be delivered within the agreed timeframe
- If no time agreed, delivery must be within 30 days
- The seller is responsible for the goods until you receive them
- If delivery fails, you can cancel and get a full refund
Refund Rights & Timelines
Your refund rights depend on why you're returning the item and how long you've had it. Here are the key timelines:
Within 30 Days (Short-Term Right to Reject)
If goods are faulty, you can reject them and demand a full refund. The retailer cannot insist on repair or replacement.
30 Days to 6 Months
The retailer can choose to repair or replace first. If repair/replacement fails or is impossible, you get a full refund. The fault is assumed to have been present at purchase.
After 6 Months
You must prove the fault was present at purchase. You may only be entitled to a partial refund (with deduction for use) rather than full refund.
Important: Change of Mind vs Faulty
Change of Mind (In-Store)
No legal right to return. Any returns policy is at the retailer's discretion (store credit, exchanges).
Change of Mind (Online)
14-day cooling-off period applies. Full refund within 14 days of you receiving the goods.
Faulty Goods & Services
What Counts as Faulty?
A product is legally faulty if it:
- Doesn't work or has defects
- Is unsafe or doesn't meet safety standards
- Doesn't match the description or sample
- Isn't fit for its normal purpose or a purpose you specified
- Doesn't last a reasonable amount of time
Your Remedies
| Timeframe | Your Rights | Burden of Proof |
|---|---|---|
| 0-30 days | Full refund on demand | On seller |
| 30 days - 6 months | Repair or replace first, then refund | On seller |
| 6 months + | Repair or replace, partial refund possible | On buyer |
Faulty Services
If a service wasn't performed with reasonable care and skill:
- 1.The business must repeat the service at no extra cost
- 2.If repeat isn't possible, you're entitled to a price reduction
- 3.Price reduction can be up to 100% (full refund) in serious cases
Flight Delay Compensation
UK261 (the UK version of EU Regulation EC261/2004) gives you the right to compensation for flight delays, cancellations, and denied boarding.
When You Can Claim
UK261 applies to flights:
- Departing from a UK airport (any airline)
- Arriving in the UK from outside the UK (UK or EU carrier only)
Compensation Amounts
£220
Flights under 1,500km
£350
Flights 1,500km - 3,500km
£520
Flights over 3,500km
Qualifying Situations
- Flight delayed by 3 hours or more at arrival
- Flight cancelled with less than 14 days' notice
- Denied boarding due to overbooking
- Missed connection causing 3+ hour delay (same booking)
Extraordinary Circumstances
Airlines don't have to pay compensation if the disruption was caused by "extraordinary circumstances" outside their control:
- • Severe weather conditions
- • Air traffic control restrictions
- • Security threats or political instability
- • Bird strikes
Note: Technical faults and staff strikes are generally NOT extraordinary circumstances.
Time Limit to Claim
In England, Wales, and Northern Ireland, you have 6 years to make a claim. In Scotland, you have 5 years.
Section 75 Credit Card Protection
Section 75 of the Consumer Credit Act 1974 is one of the most powerful consumer protections in the UK. It makes your credit card company jointly liable with the retailer.
How It Works
If you pay for something (or even just a deposit) using a credit card and something goes wrong, you can claim from your credit card company instead of (or as well as) the retailer.
This is especially valuable when a company goes bust, or refuses to respond to your complaint.
Requirements
- Item/service cost between £100 and £30,000
- Paid (at least partially) by credit card (not debit card)
- There's been a breach of contract or misrepresentation
Section 75 vs Chargeback
| Feature | Section 75 | Chargeback |
|---|---|---|
| Legal basis | Statutory right | Card network rules |
| Card type | Credit cards only | Credit & debit cards |
| Minimum value | £100 | No minimum |
| Time limit | 6 years | 120 days typically |
| Claim amount | Full loss (not just amount paid) | Amount paid only |
How to Make a Complaint
A well-structured complaint dramatically increases your chances of success. Follow these steps:
Gather Your Evidence
Collect receipts, order confirmations, photos of faults, screenshots of communications, and any other relevant documents.
Contact the Right Person
Start with customer service, but be prepared to escalate to the complaints department or management. Written complaints (email) create a paper trail.
State the Law
Reference the specific consumer protection law that applies. This shows you know your rights and aren't making unreasonable demands.
Be Clear About What You Want
State exactly what resolution you're seeking: full refund, repair, replacement, or compensation.
Set a Deadline
Give a reasonable deadline (14 days is standard) and state what you'll do if they don't respond (e.g., escalate to ombudsman).
Key Phrases to Use in Your Complaint
- "Under the Consumer Rights Act 2015, goods must be..."
- "I am exercising my statutory right to a full refund..."
- "This constitutes a breach of contract because..."
- "Please respond within 14 days, failing which I will escalate to..."
- "I reserve my right to pursue this matter through the small claims court..."
Escalation & Ombudsman Services
If a company doesn't resolve your complaint, you can escalate to an ombudsman or regulatory body. Most are free to use.
Key Ombudsman Services
Financial Ombudsman Service
Banks, credit cards, loans, insurance, investments
financial-ombudsman.org.ukCommunications Ombudsman (CISAS/Ombudsman Services)
Phone, broadband, TV providers
cedr.com/consumer/cisasSmall Claims Court
If an ombudsman can't help or doesn't cover your issue, you can take the matter to small claims court:
- England & Wales: Claims up to £10,000
- Scotland: Simple Procedure for claims up to £5,000
- Northern Ireland: Small claims up to £3,000
Court fees vary by claim value. You don't need a lawyer for small claims, and hearings are informal.