Understanding Your Rights When Goods or Services Go Wrong
Consumers have important legal rights when buying goods, paying for services or purchasing digital content from a trader.
These rights may apply whether you have bought a household appliance, purchased a used car, instructed a builder, employed an electrician, ordered something online or paid for a digital product.
When something goes wrong, however, knowing that you have rights is often only the beginning. You may still need to establish:
- What legal standard the trader was required to meet.
- Whether that standard was breached.
- What remedy you are entitled to request.
- What evidence you should preserve.
- How to raise the problem effectively.
- What to do if the trader refuses to cooperate.
This guide provides a plain-English introduction to consumer rights in England and Wales and explains the practical steps that may be available when a trader fails to meet their legal obligations.
At a Glance
Area of law: Consumer law
Applies to: Consumers dealing with traders
Jurisdiction covered: England and Wales
Key legislation: Consumer Rights Act 2015
Common remedies: Refund, repair, replacement, repeat performance, price reduction or compensation
Important distinction: Your rights may depend on whether you bought from a trader or a private individual
Last reviewed: July 2026
What Are Consumer Rights?
Consumer rights are the legal protections available to individuals who purchase goods, services or digital content from a business or trader.
A consumer is generally an individual acting mainly for purposes outside their trade, business, craft or profession.
A trader may be:
- A retailer.
- A garage or car dealer.
- A builder or contractor.
- An electrician or plumber.
- A manufacturer selling directly to the public.
- An online business.
- A sole trader.
- A company providing professional or domestic services.
Consumer law establishes minimum standards that traders are expected to meet. A business cannot normally remove those rights simply by placing restrictive wording in its terms and conditions, displaying a “no refunds” sign or saying that an item was sold without a warranty.
The law protects consumers when buying goods, services and digital content, whether the purchase was made in person, online, over the telephone or by another distance-selling method. (GOV.UK)
The Consumer Rights Act 2015
The Consumer Rights Act 2015 is one of the principal pieces of legislation governing agreements between consumers and traders.
It covers three broad areas:
- Goods.
- Services.
- Digital content.
It also contains provisions concerning unfair contract terms.
The Act came into force on 1 October 2015 and clarified the remedies available when goods are faulty, services are performed inadequately or digital content fails to meet the required standard. (GOV.UK)
Although the Act is central to modern consumer law, other legislation and legal principles may also apply depending on the circumstances. These may include rules governing distance selling, credit agreements, misrepresentation, negligence and unfair commercial practices.
Your Rights When Buying Goods
Goods can include almost any physical item purchased from a trader, such as:
- Household appliances.
- Furniture.
- Clothing.
- Mobile phones.
- Computers.
- Tools.
- Building materials.
- Electrical equipment.
- Vehicles.
- Replacement parts.
Under the Consumer Rights Act 2015, goods supplied by a trader must generally be:
- Of satisfactory quality.
- Fit for a particular purpose made known to the trader.
- As described.
Satisfactory Quality
Goods should meet the standard that a reasonable person would consider satisfactory, taking account of matters such as:
- The description of the goods.
- The price paid.
- The age of the item.
- Whether the goods were new or used.
- Any defects disclosed before purchase.
- The nature and expected durability of the product.
Satisfactory quality can include:
- Appearance and finish.
- Freedom from minor defects.
- Safety.
- Durability.
- Fitness for the purposes for which goods of that kind are commonly supplied.
A cheap, older used item will not necessarily be expected to meet the same standard as a new premium product. However, describing something as “used” does not give a trader permission to sell an unsafe, unusable or seriously defective item without properly disclosing the problem.
Fit for Purpose
Goods must be fit for their ordinary purpose.
They may also need to be suitable for a particular purpose if:
- You explained that purpose to the trader before buying.
- You relied on the trader’s knowledge or recommendation.
- The trader agreed that the product would meet that need.
For example, if you told a retailer that you required a particular appliance for a specific environment and relied on its recommendation, the product may need to be suitable for that stated use.
As Described
Goods must match the description given by the trader.
Descriptions may appear in:
- Advertisements.
- Online listings.
- Product specifications.
- Sales documents.
- Emails or messages.
- Statements made during discussions before purchase.
A trader cannot normally avoid responsibility by saying that the consumer should have discovered that the description was inaccurate.
Faulty Goods: Refund, Repair or Replacement?
The remedy available may depend on matters including:
- How long you have owned the goods.
- The nature of the fault.
- Whether the fault was present when the goods were supplied.
- Whether a repair or replacement has already been attempted.
- Whether rejecting the goods is still legally available.
The Short-Term Right to Reject
Consumers will commonly have a 30-day short-term right to reject goods that do not conform to the contract and request a refund.
The 30-day period will usually begin when:
- Ownership has transferred.
- The goods have been delivered.
- Any required installation has been completed.
There are situations in which the calculation or operation of this period can be more complicated, so consumers should avoid unnecessary delay when reporting a fault.
The right applies to faulty goods, not simply because a customer has changed their mind after buying something in person. Government guidance confirms that traders must generally offer a refund where an item is faulty, not as described or does not do what it is supposed to do. (GOV.UK)
Related guide: Faulty Goods: Your Rights to a Refund, Repair or Replacement
After the First 30 Days
Once the short-term right to reject has expired, the consumer may usually need to give the trader an opportunity to:
- Repair the goods; or
- Replace them.
The remedy should generally be provided:
- Within a reasonable time.
- Without significant inconvenience to the consumer.
- At the trader’s cost.
If the repair is unsuccessful, the replacement is also faulty, or the trader fails to provide an appropriate remedy, the consumer may be entitled to:
- A price reduction; or
- The final right to reject the goods.
A deduction may sometimes be made to reflect the consumer’s use of the goods, depending on the type of product and the circumstances.
Faults Arising Within Six Months
Where a fault becomes apparent during the first six months, it will generally be presumed that the goods failed to conform when supplied unless the trader can establish otherwise or the presumption is inconsistent with the nature of the goods or defect.
After six months, the consumer may need to provide stronger evidence that the defect was present, developing or inherent when the goods were supplied.
Evidence might include:
- An independent inspection.
- An engineer’s report.
- Photographs or video.
- A diagnostic report.
- A mechanic’s assessment.
- Evidence of repeated failures.
- Expert opinion where proportionate.
Government guidance states that a trader may ask the consumer to demonstrate that the item was faulty when purchased where a repair or replacement is requested after six months. (GOV.UK)
Warranties and Guarantees
A warranty or manufacturer’s guarantee may provide additional contractual protection, but it does not ordinarily replace your statutory rights against the trader who sold you the goods.
A trader should not automatically dismiss a consumer by saying:
- The manufacturer must deal with it.
- The warranty has expired.
- The consumer did not purchase an extended guarantee.
- The item was sold at a reduced price.
Your rights under consumer law may continue even where a warranty has expired, provided the legal requirements for a claim are otherwise satisfied. (GOV.UK)
Used Car Consumer Rights
Used car disputes are among the most common and financially significant consumer problems.
Where a vehicle is purchased from a motor trader, it should still be:
- Of satisfactory quality.
- Fit for purpose.
- As described.
The standard expected will take account of factors such as:
- The vehicle’s age.
- Mileage.
- Price.
- Description.
- Service history.
- Any faults disclosed before purchase.
- The type of vehicle.
An older or high-mileage car will not be expected to be perfect. Nevertheless, it should not normally suffer from serious undisclosed faults that make it unsafe, unreliable or materially different from the vehicle advertised.
Potential disputes may involve:
- Engine or gearbox failure.
- Undisclosed accident damage.
- Incorrect mileage.
- Warning lights appearing shortly after purchase.
- Faulty brakes or steering.
- Misleading service-history claims.
- A vehicle being unroadworthy.
- A dealer refusing to honour consumer rights.
- Repeated unsuccessful repairs.
The legal position can be very different when a vehicle is bought privately. Consumer Rights Act protections generally apply to trader-to-consumer transactions, not ordinary private sales.
Related guide: Rejecting a Faulty Used Car
Your Rights When Paying for Services
Consumer law also applies when paying a trader to perform a service.
Services may include:
- Building work.
- Electrical work.
- Plumbing.
- Roofing.
- Kitchen or bathroom installation.
- Vehicle repairs.
- Appliance repairs.
- Gardening and landscaping.
- Decorating.
- Professional services.
- Cleaning.
- Removal services.
Under the Consumer Rights Act 2015, a trader providing a service must generally perform it with reasonable care and skill.
Where the price has not been agreed, the consumer may be required to pay a reasonable price.
Where no completion time has been fixed, the service should generally be completed within a reasonable time.
Statements made by the trader about the service may also become binding where the consumer relied on them when deciding to enter the contract.
What Is Reasonable Care and Skill?
The precise standard depends on the type of service and the circumstances.
Broadly, the trader should demonstrate the level of competence and care reasonably expected from a person working in that field.
Examples of potentially inadequate work may include:
- An electrician carrying out unsafe wiring.
- A builder leaving work structurally defective.
- A plumber causing avoidable water damage.
- A garage misdiagnosing a fault and carrying out unnecessary work.
- A kitchen fitter installing units incorrectly.
- A roofer failing to make the property watertight.
- A contractor using unsuitable materials.
- A trader failing to follow an agreed design or specification.
Not every imperfection will necessarily amount to a legal breach. The seriousness of the defect, the agreed specification, industry standards and the evidence available will all be relevant.
Related guide: Shoddy Workmanship: What Can You Do?
Remedies for Poor-Quality Services
Where a service has not been performed with reasonable care and skill or does not match what was agreed, the consumer may have a right to require repeat performance.
This means asking the trader to carry out the service again to bring it into conformity with the contract.
Repeat performance should generally be:
- Completed within a reasonable time.
- Provided without significant inconvenience.
- Carried out at the trader’s cost.
Where repeat performance is impossible, cannot be completed within a reasonable time or would cause significant inconvenience, the consumer may be entitled to an appropriate price reduction.
The reduction could, in suitable circumstances, be substantial or even equal to the full price. Government guidance explains that substandard services may need to be repeated or, where that is not practical, may justify money being returned. (GOV.UK)
Depending on the circumstances, a consumer may also seek compensation for reasonably foreseeable losses caused by the breach. Such claims require careful consideration of evidence, causation and the consumer’s responsibility to take reasonable steps to limit further loss.
Rogue Traders and Abandoned Work
A rogue trader may:
- Take a substantial deposit and fail to begin work.
- Abandon a project before completion.
- Demand additional payments without justification.
- Use unsafe or unsuitable materials.
- Carry out work that is materially below standard.
- Misrepresent qualifications or professional memberships.
- Refuse to correct defective work.
- Pressure a consumer into agreeing to unnecessary services.
- Disappear or cease communicating when challenged.
Where this happens, the consumer may need to consider:
- The terms originally agreed.
- The amount already paid.
- The value of work properly completed.
- The cost of correction or completion.
- Whether the trader should first be given an opportunity to return.
- Whether an independent report is needed.
- Whether there is evidence of misleading or dishonest conduct.
- Whether the matter should be reported to an enforcement body.
It is usually important not to remove or alter defective work before it has been adequately photographed, inspected and documented, unless urgent action is necessary to prevent danger or further damage.
Related guides:
- Rogue Traders: What Can You Do?
- Builder Abandoned the Job: Your Practical Options
- Home Improvement and Building Disputes
- Faulty Electrical Work and Consumer Rights
Digital Content
Digital content may include:
- Software.
- Mobile applications.
- Games.
- Music downloads.
- Films.
- E-books.
- Subscription-based digital products.
- Other electronically supplied content.
Digital content supplied by a trader should generally be:
- Of satisfactory quality.
- Fit for a particular purpose where applicable.
- As described.
If digital content is faulty, the consumer may have rights to:
- A repair.
- A replacement.
- A price reduction where the problem cannot be resolved appropriately.
The Consumer Rights Act introduced specific statutory protections for digital content and may also provide remedies where defective digital content damages a consumer’s device or other digital material in circumstances where the trader failed to exercise reasonable care and skill. (GOV.UK)
Online and Distance Purchases
Consumers may have additional cancellation rights when buying:
- Online.
- By telephone.
- By mail order.
- Away from the trader’s usual business premises.
For many distance purchases, the consumer has a 14-day cancellation period even where the goods are not faulty.
The trader should generally be notified within 14 days after the goods are received, and the consumer will normally then have a further 14 days to return them.
There are exceptions. Cancellation rights may not apply in the usual way to certain purchases, including some:
- Personalised goods.
- Perishable products.
- Unsealed hygiene-sensitive items.
- Digital downloads supplied after the consumer has expressly agreed to immediate performance and acknowledged the loss of cancellation rights.
- Services already fully performed with the consumer’s agreement.
These cancellation rights are separate from the remedies available when goods are faulty.
In other words:
- Changing your mind may be covered by distance-selling cancellation rules.
- Receiving faulty goods is covered by statutory quality rights.
Government guidance confirms that many online, telephone and mail-order customers may cancel within 14 days without providing a reason, subject to the relevant rules and exceptions. (GOV.UK)
Related guide: Online Shopping: Cancellation, Returns and Refunds
Buying From a Trader or a Private Seller
Before making a complaint, it is important to establish who sold the item or service.
Buying From a Trader
A trader selling to a consumer must comply with consumer protection law.
A person may still be acting as a trader even if they:
- Sell through an online marketplace.
- Operate from home.
- Do not have traditional business premises.
- Describe themselves as a private seller.
- Use multiple personal accounts.
- Sell vehicles or goods regularly for profit.
The substance of the activity matters more than the label used.
Buying Privately
Private purchases generally carry fewer protections.
A private seller must not misdescribe what is being sold, but the broader satisfactory-quality and fitness-for-purpose obligations under the Consumer Rights Act will not usually apply in the same way.
This distinction can be especially important in:
- Used car sales.
- Online marketplace purchases.
- Second-hand goods.
- Collectables.
- Privately advertised appliances or furniture.
Where there is doubt about whether the seller was genuinely private, evidence of repeated or commercial selling activity may be relevant.
Common Consumer Disputes
Consumer disputes can arise in almost any transaction, but common examples include:
Faulty Goods
The product breaks down, develops a defect, is unsafe or does not perform as reasonably expected.
Read: Faulty Goods: Refunds, Repairs and Replacements
Used Cars
A vehicle develops a serious fault shortly after being purchased from a dealer.
Read: Rejecting a Faulty Used Car
Poor or Shoddy Workmanship
Building, repair or installation work falls below a reasonable standard.
Read: Shoddy Workmanship: What Can You Do?
Rogue Traders
A trader takes payment, performs inadequate work, abandons the job or refuses to put matters right.
Read: Rogue Traders: Your Rights and Next Steps
Faulty Appliances
A washing machine, cooker, refrigerator, boiler or other appliance repeatedly fails or cannot be repaired satisfactorily.
Read: Faulty Appliances and Your Consumer Rights
Faulty Electrical Work
Electrical work is unsafe, incomplete, defective or inconsistent with the agreed specification.
Read: Faulty Electrical Work: Your Legal Options
Building and Home-Improvement Disputes
A builder, roofer, kitchen fitter or contractor fails to complete the agreed work properly.
Read: Home Improvement and Building Disputes
Damaged Items
Goods arrive damaged, or property is damaged while a service is being carried out.
Read: Damaged Goods and Property: Who Is Responsible?
Refund Disputes
A trader refuses a refund or incorrectly insists that only store credit is available.
Read: When Are You Entitled to a Refund?
What Should You Do When Something Goes Wrong?
A clear, evidence-based approach can make a significant difference.
1. Identify the Trader
Confirm the correct legal person or business responsible.
Check:
- Receipts.
- Invoices.
- Contracts.
- Company details.
- Trading names.
- Bank-payment information.
- Website terms.
- Email signatures.
- Companies House records where relevant.
Using the wrong name when bringing a claim can cause delay and procedural difficulty.
2. Gather Your Evidence
Keep copies of:
- Receipts and invoices.
- Contracts and quotations.
- Advertisements.
- Product descriptions.
- Photographs.
- Videos.
- Emails.
- Text messages.
- Inspection reports.
- Repair estimates.
- Bank statements.
- Notes of telephone conversations.
- A dated chronology of events.
Do not rely solely on verbal discussions. Confirm important conversations in writing.
3. Notify the Trader Promptly
Explain:
- What you purchased.
- When you purchased it.
- What has gone wrong.
- When the problem became apparent.
- What remedy you are requesting.
- Why you believe that remedy is appropriate.
- When you expect a response.
Keep the wording calm, factual and proportionate.
4. Give the Trader a Reasonable Opportunity to Respond
Depending on the remedy and circumstances, the trader may need an opportunity to:
- Inspect the goods or work.
- Carry out a repair.
- Provide a replacement.
- Repeat the service.
- Propose another reasonable resolution.
Do not automatically commission extensive remedial work without considering whether the original trader should first be invited to inspect or correct the problem.
There will be exceptions, particularly where the work is dangerous, urgent action is necessary or the trader has already refused to engage.
5. Consider Independent Evidence
In disputes involving workmanship, vehicles, technical defects or substantial losses, an independent report may be valuable.
The cost of obtaining expert evidence should remain proportionate to the amount and complexity of the dispute.
What If the Trader Refuses to Cooperate?
If informal discussions fail, the next steps might include:
- A formal written complaint.
- The trader’s internal complaints procedure.
- A trade association or warranty scheme.
- Alternative Dispute Resolution.
- An ombudsman.
- A chargeback request.
- A claim under section 75 of the Consumer Credit Act 1974, where applicable.
- A formal Letter Before Claim.
- County Court proceedings.
The appropriate route will depend on:
- The type of transaction.
- How payment was made.
- The value of the dispute.
- The terms of the agreement.
- The available evidence.
- Whether a specialist complaints or redress scheme applies.
Alternative Dispute Resolution
Alternative Dispute Resolution, commonly called ADR, describes methods of resolving disputes without a full court hearing.
It may include:
- Mediation.
- Conciliation.
- Arbitration.
- Ombudsman schemes.
- Industry-specific redress schemes.
ADR can sometimes be:
- Faster.
- Less formal.
- Less expensive.
- Better suited to preserving a working relationship.
However, not every trader is required to participate in every ADR scheme, and the powers and procedures of different schemes vary.
Related guide: Alternative Dispute Resolution in Consumer Disputes
Writing a Letter Before Claim
If the dispute cannot be resolved, a formal Letter Before Claim may be required before court proceedings are started.
The letter should usually set out:
- The identities of the parties.
- The relevant transaction.
- The factual background.
- The legal basis of the complaint.
- The loss or remedy claimed.
- The important supporting documents.
- A reasonable deadline for response.
- An invitation to consider ADR.
- The intended next step if no satisfactory response is received.
Court proceedings should generally be treated as a last resort. Parties are expected to exchange sufficient information and make reasonable efforts to resolve the matter before litigation. Citizens Advice similarly describes court action as a last resort and advises consumers to consider other methods of agreement first. (cdn.staging.content.citizensadvice.org.uk)
A Letter Before Claim should not be used as an empty threat. Before sending one, the consumer should understand:
- The strengths and weaknesses of the claim.
- The evidence available.
- The amount being claimed.
- The correct defendant.
- The limitation period.
- The likely cost and time involved.
- The risk that the claim may be defended.
Related guide: How to Write a Consumer Letter Before Claim
Taking a Consumer Dispute to Court
Consumer claims in England and Wales are generally brought in the County Court.
The process may involve:
- Pre-action correspondence.
- Issuing the claim.
- Service on the defendant.
- A defence or admission.
- Allocation to an appropriate track.
- Directions from the court.
- Disclosure of relevant documents.
- Preparation of witness evidence.
- Settlement discussions or mediation.
- A final hearing if the matter remains unresolved.
Claims of relatively modest value may be allocated to the small claims track, although allocation depends on more than value alone.
The small claims process is designed to be more accessible, but it still requires proper preparation.
A claimant may need to prove:
- That a contract existed.
- What terms were agreed.
- How the trader breached those terms.
- What loss was caused.
- That the amount claimed is reasonable.
- That reasonable steps were taken to reduce the loss.
Winning a judgment also does not automatically guarantee payment. Enforcement may be required if the defendant does not pay voluntarily.
Related guides:
- The Small Claims Court Process Explained
- Preparing Evidence for a Consumer Claim
- What Happens After You Issue a County Court Claim?
- Enforcing a County Court Judgment
How Long Do You Have to Make a Claim?
Many straightforward contractual consumer claims in England and Wales are subject to a six-year limitation period.
However, the calculation of time can be legally complex. The relevant period may depend on:
- The legal basis of the claim.
- The date of breach.
- When the cause of action arose.
- Whether the claim concerns negligence, personal injury or another specialist area.
- Whether time has been extended, postponed or acknowledged.
- Whether fraud or concealment is alleged.
The fact that a claim may be issued within six years does not mean that a trader must provide a no-questions-asked refund throughout that period. The consumer must still establish the legal basis of the claim and prove that the trader was responsible.
Consumers should seek assistance promptly rather than waiting until a limitation deadline approaches.
Citizens Advice, Trading Standards and Other Organisations
Citizens Advice and Trading Standards perform important but different roles.
Citizens Advice can provide consumer information and initial guidance. Information supplied to its consumer service may be passed to Trading Standards where appropriate.
Trading Standards may investigate traders who appear to be breaching consumer protection legislation, particularly where the conduct creates wider public harm or affects multiple consumers.
However, consumers should not assume that either organisation will take over and conduct their individual civil claim.
Trading Standards enforcement activity and an individual consumer’s attempt to recover money are separate matters. A public body may investigate a trader without pursuing the consumer’s personal refund or compensation claim.
The Competition and Markets Authority also states that it cannot step into or advise upon individual complaints, although it can receive reports concerning wider consumer problems. (GOV.UK)
Related guide: Who Can Help With a Consumer Dispute?
Is It Worth Pursuing a Consumer Claim?
Not every dispute should automatically lead to court proceedings.
Before taking formal action, consider:
- The amount in dispute.
- The strength of the evidence.
- The trader’s response.
- Whether the trader appears able to pay.
- The likely cost of reports or remedial work.
- The time and effort involved.
- The risk of losing.
- Whether ADR is available.
- Whether a practical settlement is possible.
- Whether the desired outcome is legally achievable.
A modest claim may sometimes be resolved with a carefully drafted letter.
A substantial claim involving defective building work, a faulty vehicle or major financial loss may require:
- Technical evidence.
- Detailed legal analysis.
- Extensive correspondence.
- Formal court documents.
- Ongoing procedural support.
The sensible approach is usually the one that is proportionate to the value, evidence and complexity of the dispute.
Related page: Fees & Pricing
How Impel Legal Can Help
At Impel Legal, we provide practical legal support to consumers dealing with disputes involving goods, services and traders.
Depending on the nature of your matter, we may be able to help you:
- Understand the relevant consumer-law principles.
- Identify the appropriate next procedural step.
- Review the documents and correspondence you already have.
- Organise your evidence.
- Prepare a clear chronology.
- Draft letters and formal correspondence.
- Prepare a Letter Before Claim.
- Assist with court-document preparation.
- Understand County Court procedures.
- Consider whether the likely cost is proportionate to the claim.
- Recognise when assistance from a solicitor or another authorised professional may be required.
We do not promise outcomes, and we will not recommend unnecessary work.
If a single letter is likely to be the most proportionate step, we will say so. If a matter requires more extensive preparation—or falls outside the services we can properly provide—we will explain that clearly.
Related pages:
- Consumer Rights Assistance
- How We Work
- Fees & Pricing
- Why Choose a Qualified Paralegal?
- Contact Impel Legal
Frequently Asked Questions
Can a shop refuse a refund by displaying a “no refunds” sign?
A trader cannot use a sign or policy to remove statutory rights where goods are faulty, not as described or unfit for purpose. However, a shop is not normally required to refund an in-person purchase merely because the consumer has changed their mind. (GOV.UK)
Do I need the original receipt?
A trader may ask for proof of purchase, but this does not always have to be the original till receipt. Other evidence, such as a bank statement, order confirmation or invoice, may be sufficient. (GOV.UK)
Must I deal with the manufacturer?
Your primary statutory claim will often be against the trader who sold the goods. A manufacturer’s warranty may provide an additional route, but it does not normally remove the seller’s legal responsibilities.
Can a trader insist on repairing faulty goods?
The answer depends on factors including how long you have owned the goods and whether the short-term right to reject remains available. After the initial rejection period, repair or replacement may normally be the first remedy.
What if a repair has failed?
Following an unsuccessful repair or faulty replacement, you may be entitled to a price reduction or final rejection, depending on the circumstances.
Are used goods covered?
Goods bought from a trader can still be protected, even where they are used. The standard expected will take account of age, mileage, price, description and disclosed defects.
Are private sales covered?
Private sales generally do not carry the same Consumer Rights Act protections as purchases from traders. However, the item should still match the description given, and other legal remedies may apply where there has been misrepresentation.
Can I claim for poor workmanship?
Potentially. A trader providing a service must generally use reasonable care and skill. Your remedy may include repeat performance, a price reduction or compensation for proven loss, depending on the facts.
Can Trading Standards recover my money?
Trading Standards may investigate breaches of consumer-protection law, but it does not normally conduct an individual consumer’s civil claim or recover their personal compensation.
Do I have to go to court?
No. Many disputes are resolved through direct negotiation, complaint procedures, ADR or a formal Letter Before Claim. Court proceedings are generally a last resort.
Can I recover the cost of putting defective work right?
Possibly, where the cost is reasonably incurred and legally recoverable. However, the original trader may first need an opportunity to inspect or remedy the problem unless the circumstances justify immediate action.
Can I claim for inconvenience or distress?
Compensation is not automatically available simply because a dispute has been frustrating or inconvenient. Recoverability depends on the contractual context, the type of loss and the applicable legal principles.
Related Consumer Rights Guides
As this section of the Knowledge Hub develops, this page should link to:
- Consumer Rights Act 2015 Explained.
- Faulty Goods: Refunds, Repairs and Replacements.
- Rejecting a Faulty Used Car.
- Rogue Traders: What Can You Do?
- Shoddy Workmanship: Your Rights.
- Faulty Electrical Work.
- Faulty Appliances.
- Building and Home-Improvement Disputes.
- Builder Abandoned the Job.
- Online Shopping and Cancellation Rights.
- Warranties and Guarantees.
- Alternative Dispute Resolution.
- Writing a Letter Before Claim.
- Taking a Consumer Dispute to the Small Claims Court.
- Preparing Evidence for a Consumer Claim.
- Who Can Help With a Consumer Dispute?
Need Help Understanding What to Do Next?
Consumer disputes can range from a faulty household item to a substantial claim involving defective building work, an unsafe vehicle or serious financial loss.
The correct approach depends on the facts, the evidence, the remedy sought and the conduct of the trader.
Impel Legal can help you understand the process, prepare appropriate correspondence and documentation, and decide upon a practical and proportionate next step.
Contact Impel Legal to discuss your consumer dispute.
Important Information
This guide provides general legal information for consumers in England and Wales. It is not a substitute for advice based on the full facts of an individual matter.
Consumer disputes can involve exceptions, additional legislation and strict procedural or limitation requirements. The outcome of any dispute will depend on the circumstances and evidence.
Impel Legal is operated by a qualified paralegal and is not a firm of solicitors. We do not undertake reserved legal activities unless legally entitled to do so. Where a matter requires a solicitor, barrister or another authorised professional, we will explain this clearly.