Frequently asked questions

When you buy good services or digital content, there are laws to protect consumers' rights. You can be helped with consumer rights when things go wrong and this includes: credit cards, faulty goods, bad service, counterfeit stock, contractual problems, and problems with builders and traders. Here are some useful contacts for help with your consumer rights.

Here are the basic consumer rights from the Consumer Bill of Rights:

  • Right to safety
  • Right to be informed
  • Right to choose
  • Right to be heard
  • Right to satisfaction of basic needs
  • Right to redress
  • Right to consumer education
  • Right to a healthy environment

The Consumer Rights Act 2015 is the main piece of legislation regarding consumer rights. This legislation relates to the rights of consumers and their protection when buying consumer products. See more on the .GOV website

Documents & other resources

White Papers/Guides

The Supply of Goods and Services (Regulations)

This resource links with our Consumer Rights for Retailers training course with covers the Consumer Rights Act. Here we briefly list other regulations which affect the supply of goods and services.

White Papers/Guides

Step-by-Step Guide to Customer Returns

What should you do if a customer returns one of your products? Here we take you through a step-by-step process to determine what you MUST LEGALLY do, REFUND, REPLACE, REPAIR, REDUCE or DO NOTHING.

White Papers/Guides

Contract Terms - Blacklist and Grey List

The Consumer Rights Act includes a BLACKLIST and a GREY LIST of contract terms. The BLACKLIST contains terms which are LIKELY to be judged unfair. GREY LIST contains terms which MAY BE judged unfair.