If goods are faulty, a service is poorly carried out, or digital content does not work properly, the Consumer Rights Act 2015 gives you clear steps to follow.

This guide explains what to do — quickly and practically — if a business refuses to put things right.

For a full explanation of your protections, see How It Protects You (Goods, Services and Digital Content).

Something gone wrong?

Know your rights under the Consumer Rights Act 2015 and put it in writing.

Step 1: Identify What Type of Purchase It Was

Your rights depend slightly on what you bought:

  • Goods – physical items like appliances, clothing, electronics
  • Services – work such as repairs, building, cleaning, professional services
  • Digital content – downloads, apps, software, streaming services

If you are unsure, start with:

Step 2: Check What Has Gone Wrong

Ask yourself:

  • Is it faulty or defective?
  • Is it not fit for purpose?
  • Is it not as described?
  • Was the service carried out without reasonable care and skill?

These are the core legal standards under the Act.

Step 3: Contact the Trader First

You must usually give the business a chance to resolve the issue.

Contact them:

  • As soon as possible.
  • Preferably in writing (email is fine)
  • Clearly explaining what is wrong.
  • Stating what remedy you want.

Be clear and direct. For example:

“The goods are not of satisfactory quality under the Consumer Rights Act 2015. I am requesting a repair or refund.”

Step 4: Know Your Remedy

If You Bought Goods

  • Within 30 days: you may reject for a full refund.
  • After 30 days: request repair or replacement.
  • If repair fails: final right to reject or price reduction.

See Short-Term Right to Reject and Repair or Replacement.

If You Paid for a Service

  • Request repeat performance (fix the work)
  • If that fails: request a price reduction.

See Services – Your Rights.

If You Bought Digital Content

  • Request repair or replacement first.
  • If that fails: request a price reduction or refund.

See Digital Content – Your Rights.

Step 5: Escalate If Necessary

If frontline staff refuse to help:

  • Ask for a manager.
  • Contact head office.
  • Use the company’s formal complaints process.

Keep copies of all correspondence.

Step 6: Consider Card Protection

If you paid by card:

This can give you an alternative route to recover your money.

Step 7: Send a Letter Before Action

If the trader still refuses to comply, send a formal Letter Before Action.

This tells the business you will start court proceedings if the issue is not resolved within a set deadline (usually 14 days).

Many disputes are resolved at this stage.

Step 8: Small Claims Court (If Needed)

If the business ignores your letter, you can issue a claim in the Small Claims Court.

For most consumer disputes under £10,000 in England and Wales, the small claims track is designed for individuals without a solicitor.

You can also contact Citizens Advice Consumer Service for guidance before starting court action.

In Simple Terms

If something goes wrong:

  1. Identify the problem.
  2. Contact the trader.
  3. Request the correct legal remedy.
  4. Escalate if necessary.
  5. Use card protection or court action if needed.

The Consumer Rights Act 2015 gives you enforceable rights — but you must assert them clearly and follow the correct steps.