Consumer Rights

Consumer rights claims arise under the Consumer Rights Act 2015, which replaced the Sale of Goods Act 1979 for consumer transactions. The Act provides that goods must be of satisfactory quality, fit for purpose, and as described. Services must be performed with reasonable care and skill.

If goods are faulty, consumers have a short-term right to reject (within 30 days for a full refund), a right to repair or replacement, and a final right to reject or a price reduction. For digital content, similar rights apply. For services, consumers can require the trader to redo the service or provide a price reduction.

The Consumer Rights Act 2015 also covers unfair contract terms. Terms that create a significant imbalance between the parties to the detriment of the consumer may be unenforceable. The Competition and Markets Authority (CMA) and Trading Standards can take enforcement action.

Most consumer disputes are resolved through alternative dispute resolution (ADR) schemes or the small claims court (claims up to £10,000 in England and Wales). Larger claims for consequential losses from defective goods or services can be pursued through the county court. The limitation period is 6 years for breach of contract.