Health & Safety, HR and Compliance FAQs
Covered in this course
This training course is broken down into 4 sections
- 1 Background
- 2 The Consumer Rights Act
- 3 Terms and Conditions
- 4 Disputes
In this section we take a quick look at basic definitions used in the Consumer Rights Act and who and what the Act applies to.
This section looks at the Consumer Rights Act regarding goods. It explains the standards which must be met by your products and what you must do if a customer complains about them. It includes a very useful step-by-step guide to the process of handling complaints.
This section covers fair wording. It looks at terms and conditions, notices and contracts. It talks about greylisted terms and blacklisted terms. A downloadable pdf explains what shouldn’t be said and what can’t be said. Use of any of these terms is likely to be challenged!
Usually, if a customer complains about a product they’ve bought it can be resolved directly with them, face-to-face. However, sometimes this does NOT resolve the problem. We look at what happens next, including using Alternative Dispute Resolution instead of going to court.
About this course
There is a lot of information on the internet for consumers, explaining their rights and telling them what to do to complain about goods or products they buy, but rather less to help retailers.
This course has been written from the perspective of the RETAILER. It’s for anyone who sells goods or products to the public.
It’s a practical guide to consumer law. It’s all about making sure products meet legal standards and knowing what customers’ rights are – in order to stay within the law when dealing with a complaint.
The Consumer Rights Training for Retailers selling goods looks at The Consumer Rights Act 2015 in depth, terms & conditions between the seller and the customer and how to effectively deal with customer disputes, including the Alternative Dispute Resolution.
We also offer consumer rights training for those selling services and for those selling digital content.
Available in 28 languages
Machine translated* content is included for free with all our popular courses.
It covers LMS navigation, course transcripts and test questions. If you don't see a course listed in the language you require, just let us know.
*Content which is not English may be machine translated and is for assistive purposes only. We cannot guarantee the accuracy of translations.
Our most popular languages
Consumer Rights Training certificate
Download and print
Each of our courses ends with a multiple choice test to measure your knowledge of the material.
This Consumer Rights Training for Retailers - GOODS course concludes with a 20 question multiple choice test with a printable certificate. In addition, brief in-course questionnaires guide the user through the sections of the training and are designed to reinforce learning and ensure maximum user engagement throughout.
As well as printable user certificates, training progress and results are all stored centrally in your LMS (Learning Management System) and can be accessed any time to reprint certificates, check and set pass marks and act as proof of a commitment to ongoing legal compliance.
What does my certificate include?
Your Consumer Rights Training for Retailers - GOODS Certificate includes your name, company name (if applicable), name of course taken, pass percentage, date of completion, expiry date and stamps of approval or accreditations by recognised authorities.
Please note if you are using our course content via SCORM in a third party LMS then we are unable to provide certificates and you will need to generate these in your host LMS yourself.
12 real user reviews
This user gave this course a rating of 5/5 stars
Could probably have been simplified, or run as 2 courses - it was a lot to take in all in one go. Also, a technical query: on one of the questions (about Returns Policy), I was considering my answer and my finger must have been hovering over an incorrect button, and the test took this as my answer - even though I knew that of the 3 answers, this one was likely to be incorrect. I think that's unfair, as I would have got a better score if that had not happened - and there was no way to undo it once the test had registered my 'answer'.
This user gave this course a rating of 5/5 stars
Very well laid out course with the option of playing back anything that you need to see/hear again.
typo in "which" slide 22
Good and to the point.
Explains the important parts thoroughly without over complicating matters
Although I found the training informative, I felt there was not enough interaction and a lot of information to be processed. Which therefore made the course seem very long.
easy to use, informative.
This user gave this course a rating of 4/5 stars
Why is this training important?
It's important that you comply with the law and know the ways in which it affects you and the way you work.
The Consumer Rights Act sets certain standards that are expected for goods, services or digital content.
It gives customers a number of new rights and remedies if the products or services they buy fall short of the standards required.
Anyone selling goods, services or digital content should have a thorough understanding of The Consumer Rights Act.
Explore more on legislation
Goods to be of satisfactory quality
(1) Every contract to supply goods is to be treated as including a term that the quality of the goods is satisfactory.
(2) The quality of goods is satisfactory if they meet the standard that a reasonable person would consider satisfactory, taking account of—
(a) any description of the goods,
(b) the price or other consideration for the goods (if relevant), and
(c) all the other relevant circumstances (see subsection (5)).