What does the Consumer Rights Act 2015 give me if I buy a faulty product?
Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you have the right to a full refund within the first 30 days — the short-term right to reject. You do not have to accept a repair or replacement during this period. After 30 days but within six months the retailer gets one chance to repair or replace the item. If that attempt fails, or if repair or replacement is impossible, you are entitled to a price reduction or a final right to reject.
What happens to my rights after the 30-day rejection period?
After 30 days but within six months of purchase, you must give the retailer one opportunity to repair or replace the faulty goods. If the repair or replacement fails, is not carried out in a reasonable time, or causes you significant inconvenience, you can claim a price reduction or exercise the final right to reject — which may be a full refund minus a deduction for use. After six months the burden shifts to you to prove the fault existed at the time of purchase.
What rights do I have for digital content and services under the CRA 2015?
The Consumer Rights Act 2015 extended statutory rights to digital content (apps, downloads, streaming services, games) and services. Digital content must be of satisfactory quality, fit for purpose, and as described — if not, you are entitled to a repair or replacement, and if that fails, a price reduction. Services must be performed with reasonable care and skill. If a service is carried out without reasonable care and skill you can require the trader to redo it or claim a price reduction.
How does Section 75 of the Consumer Credit Act work?
Under Section 75 of the Consumer Credit Act 1974, if you pay for goods or services costing more than £100 and up to £30,000 using a credit card, the card provider is jointly and severally liable with the retailer for any breach of contract or misrepresentation. This means you can claim a full refund directly from your credit card company if the retailer refuses, goes bust, or cannot be contacted — even if you only paid a deposit by credit card.
How does chargeback work for purchases under Section 75?
Chargeback is a voluntary scheme operated by Visa, Mastercard, and American Express that allows you to reverse a debit or credit card transaction. Unlike Section 75 it applies to purchases of any value and covers debit cards. You must raise a chargeback claim with your bank within 120 days of purchase or of the expected delivery date. Chargeback is not a legal right but banks are generally required to follow their card scheme rules.
How do I escalate a consumer complaint to Trading Standards?
Contact Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk. Citizens Advice acts as the gateway to Trading Standards and can refer serious cases. Trading Standards cannot recover your money directly but can investigate and prosecute traders who breach consumer protection law. For individual complaints, Citizens Advice can advise on your legal rights and help you draft a formal letter of complaint to the retailer.
How do ADR schemes and ombudsmen work for specific sectors?
Many sectors have Alternative Dispute Resolution (ADR) schemes that are free for consumers. The Financial Ombudsman Service covers financial products and services. Ombudsman Services covers energy and communications. The Furniture and Home Improvement Ombudsman covers furniture retailers. ADR is usually required before court in regulated sectors, and decisions are binding on the trader if you accept them. You can still go to court if you reject the ADR decision.
When should I use small claims court for a consumer dispute?
If the retailer refuses to resolve your complaint and ADR is not available or has failed, you can issue a claim at moneyclaims.service.gov.uk. Small claims court handles consumer disputes up to £10,000 in England and Wales. Court fees start at £35 for claims under £300 and are capped at £455 for claims up to £10,000. Most consumer disputes are heard in the small claims track where each party typically bears their own legal costs, so a solicitor is rarely needed.
Does any part of this process require a solicitor?
No. The Consumer Rights Act 2015 remedies, Section 75 claims, chargeback, Trading Standards referrals, ADR, and small claims court are all designed to be used by consumers without legal representation. The small claims track specifically limits recoverable costs to discourage professional representation. A solicitor becomes worthwhile only for high-value disputes above the small claims limit or for complex misrepresentation claims.
How does uplaw.ai help with a consumer rights dispute?
Tell uplaw.ai what you bought, when, how much it cost, and what went wrong. uplaw.ai will identify your rights under the Consumer Rights Act 2015, draft a formal complaint letter citing the relevant statutory provisions, and if needed prepare a Letter Before Claim and a small claims court application at moneyclaims.service.gov.uk. It can also guide you through a Section 75 claim or chargeback request.
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