Authoritative UK websites and guides we reference
These are the official UK resources we reference when building your RightsCheck letter. Useful if you want to dig deeper into your consumer rights, the legislation that protects you, or guidance from regulators and consumer bodies.
Official government guidance on your consumer rights, what to do if things go wrong, and how to complain effectively to businesses.
gov.uk/consumer-rights-when-things-go-wrong - UK Government
The primary UK legislation protecting consumers. Covers goods, services, digital content, and your right to refunds, repairs, and replacements.
Legislation.gov.uk - Consumer Rights Act 2015 - UK Parliament
The law that prevents businesses from using unfair or hidden terms in contracts that disadvantage you as a consumer.
Legislation.gov.uk - Unfair Contract Terms Act 1977 - UK Parliament
Free independent service that resolves complaints about financial products and services - including complaints about how banks, insurers, and lenders have treated you.
Local authority service that protects consumers from unfair trading and unsafe products. You can report scams and unfair business practices here.
gov.uk/find-local-trading-standards-office - UK Government
Free, independent consumer advice on your rights and how to resolve disputes with businesses. Can help with complaints escalation.
Citizens Advice - Consumer guidance - Citizens Advice
Regulator for banks, insurance companies, and financial services firms. Sets rules on how they must treat customers fairly.
fca.org.uk - FCA
Regulates electricity and gas companies. Sets rules on pricing, billing, and how they must resolve complaints.
ofgem.gov.uk - Ofgem
Regulates data protection and privacy. If a business has misused your data, the ICO can investigate and take action.
ico.org.uk - ICO
Independent expert advice on consumer rights, scams, product safety, and how to complain to companies effectively.
which.co.uk - Which?
Practical guidance on knowing your rights, avoiding scams, and getting refunds from businesses that have let you down.
moneysavingexpert.com - MoneySavingExpert
Guidance specifically for older consumers, including how to avoid scams and understand your legal protection.
ageuk.org.uk - Age UK
The Consumer Rights Act 2015 is the main law protecting you when you buy goods or services. It says businesses must provide goods that are safe, fit for purpose, and match what was advertised. If they don't, you have the right to a refund, repair, or replacement.
No. Unfair contract terms cannot override your legal rights. If a business tries to use hidden terms to limit their responsibility or take away your right to a refund, those terms are not valid. You can still pursue your claim.
First, complain formally in writing to the business. If they don't respond or you're unhappy with their answer, you can escalate to the relevant ombudsman (FOS for financial services, Energy Ombudsman for utilities, etc.) or take them to small claims court.
No. Consumer rights apply to goods and services bought anywhere - in shops, online, over the phone, or in person. The law protects you equally whether you're buying in a high street store or from a website.
For goods, you have six years from the date of purchase (five years in Scotland) to claim under consumer law. However, if you want to avoid dispute, it's best to complain to the business within weeks, not months.