UK Consumer Rights Guide

Key Laws

Consumer Rights Act 2015 — 30-Day Right to Reject — goods must be of satisfactory quality, fit for purpose, and as described. If they're not, you have 30 days to reject them for a full refund. After 30 days, a repair or replacement must be offered first. CRA 2015

Consumer Rights Act 2015 — Digital Content — digital products (software, downloads, streaming) must also meet the satisfactory quality standard. You are entitled to a repair or replacement if they don't. CRA 2015

Section 75 Consumer Credit Act — if you paid by credit card for goods or services worth £100–£30,000, your credit card company is jointly liable with the seller. This applies even if you only put a deposit on the card. S75 CCA

Consumer Contracts Regulations 2013 — 14-day cancellation right for online purchases. The clock starts on delivery of goods. Sellers must provide a clear cancellation mechanism. Return postage must be disclosed upfront. CCR 2013

FCA Consumer Duty (2023) — financial services firms must act to deliver good outcomes for retail customers. Automated decisions that lead to poor outcomes can be challenged under this framework. FCA Duty

Financial Ombudsman Service (FOS) — free, independent service for financial disputes. After 8 weeks with no resolution (or a final response you disagree with), you can escalate to FOS. Their decisions are binding on firms. FOS

When to Escalate

Financial Ombudsman Service (FOS) — for disputes with banks, insurance companies, and FCA-regulated firms. Free to use. Firms are legally bound by FOS decisions.

Citizens Advice — free advice and referral to Trading Standards for consumer disputes involving goods, services, and unfair trading.

Trading Standards — enforce consumer protection law. They can investigate and prosecute traders who break the rules.

Alternative Dispute Resolution (ADR) — many sectors have ADR schemes (e.g. Ombudsman Services for telecoms, energy). Mandatory for regulated sectors.

Small Claims Court — for claims up to £10,000 in England and Wales. Low cost, no solicitor required.

UK Cases in the Game

DENIED BritAir — Flight Cancellation Compensation Flight cancelled 36 hours before departure. Airline offers a voucher. UK261 (post-Brexit equivalent of EU261) entitles you to cash compensation.

DENIED NorthBank UK — Fraud Dispute Authorised push payment fraud — you were tricked into transferring money. Bank claims you authorised it. UK Finance Contingent Reimbursement Model applies.

DENIED ClearScore Bureau — Credit File Error Default recorded for a debt that was settled. Bureau refuses to correct it. GDPR right to rectification and ICO complaint route available.

DENIED CoreFit Gym — Membership Cancellation Gym closed your branch. Refuses to cancel the contract. Under CRA 2015, if they cannot deliver the service as agreed, you are entitled to exit without penalty.

Practice UK consumer disputes in Fix AI — a free browser game where you argue your rights against AI bots. Learn which arguments work and which don't before you need them for real.

Play Free — UK Cases →

🇬🇧 UK Consumer Rights

Key Laws

When to Escalate

UK Cases in the Game

Related Guides