Consumer Rights Act 2015 UK: Your Rights Explained

Overview

The Consumer Rights Act 2015 came into effect on 1 October 2015 and is the main law governing transactions between consumers and businesses in the UK. It replaced and consolidated a patchwork of older legislation, including parts of the Sale of Goods Act 1979, the Supply of Goods and Services Act 1982, and the Unfair Terms in Consumer Contracts Regulations 1999.

The aim was to make consumer law easier to understand and to bring it up to date with how people actually shop today. The Act applies whenever you, as a private individual, buy goods, services, or digital content from a trader.

It sets out minimum standards that traders must meet, what remedies you can expect when they don't, and rules on unfair contract terms. It also introduced specific protections for digital products for the first time, recognising that apps, downloads, and streaming services needed their own legal framework.

Importantly, your rights under the Act cannot be signed away: a business cannot use small print to take them from you.

Key steps

1. Check the problem falls within your statutory rights. Before raising a complaint, identify what's gone wrong. Is the item faulty, not as described, or unfit for its purpose? Is a service being carried out poorly or with unreasonable delay? Pinpointing the issue helps you reference the right part of the Act when you contact the trader.
2. Contact the seller, not the manufacturer. Your contract is with whoever sold you the goods or services, so that's who you raise the issue with first. Put your complaint in writing, describe the fault clearly, say when you noticed it, and state what you want them to do. Keep copies of everything you send and receive.
3. Use the 30-day short-term right to reject if the goods are faulty. If a physical item is faulty and you spot the problem within 30 days of purchase, you can reject it and ask for a full refund. You don't have to accept a repair or replacement. After 30 days, you move into the tier where the trader gets one chance to repair or replace before you can reject.
4. Escalate to alternative dispute resolution if you hit a wall. If the seller refuses to cooperate, check whether they belong to an approved ADR scheme or an ombudsman covering their sector. Many trade associations offer free or low-cost mediation, which is often quicker than going to court and avoids the stress of formal proceedings.
5. Consider a small claim as a last resort. For disputes up to a certain value, the small claims track in the County Court is designed for people without legal representation. Before filing, send a final letter before action setting out your claim and giving the trader a deadline. Check gov.uk for current court fees and limits.