Your rights in brief
Goods must be of satisfactory quality, fit for purpose and as described. Services must be carried out with reasonable care and skill. You normally have 30 days to reject faulty goods for a full refund. After that, the trader usually gets one chance to repair or replace before you can ask for a refund or price reduction.
Before you go to a solicitor
Many consumer disputes can be resolved by complaining in writing, using an ombudsman scheme (such as the Financial Ombudsman Service) or using the small claims track. A solicitor is most useful for higher-value claims, group actions, or complex credit and finance disputes.
Questions to ask a consumer law solicitor
- How many cases like mine have you handled recently, and who will do the work day to day?
- How do you charge (hourly, flat fee or contingency), and what will the total be, including expenses?
- What are the main stages, risks and likely timescale?
Frequently asked questions
Can I get my money back on a credit card purchase?
Under section 75 of the Consumer Credit Act, your card provider may be jointly liable for purchases between £100 and £30,000 if something goes wrong.
What is the limit for the small claims court?
Most claims worth up to £10,000 are dealt with on the small claims track, where legal costs recovery is very limited.