The Consumer Rights Act 2015 (CRA) is the main piece of legislation protecting consumers in the UK. It applies whenever you buy goods, services, or digital content from a business (not a private individual). It does not apply to business-to-business transactions.
Under the CRA, goods must be: satisfactory quality, fit for purpose, and as described. Services must be carried out with reasonable care and skill, at a reasonable price (if not fixed in advance), and within a reasonable time.
| When the fault appears | Your right | Seller's obligation |
|---|---|---|
| Within 30 days | Short-term right to reject — full refund | Must refund within 14 days of the goods being returned |
| 30 days to 6 months | Repair or replacement first; refund if these fail | One repair or replacement attempt — if that fails, you can claim a refund (may be reduced for use) |
| 6 months to 6 years | Repair, replacement, or refund — but you must prove the fault was there at the time of purchase | Entitled to attempt repair or replacement before a refund |
The 6-year rule: Under the Limitation Act 1980, you have up to 6 years to bring a claim for faulty goods in England and Wales (5 years in Scotland). This does not mean goods come with a 6-year guarantee — but it means you can still claim if a fault develops within that period and you can prove it was inherent at the time of purchase.
If a service is not carried out with reasonable care and skill, you are entitled to:
Common examples: a builder who does substandard work, a hairdresser who damages your hair, a cleaner who breaks items, a tradesperson who does not turn up on agreed dates.
The CRA gives you the same core rights for digital content (apps, downloads, streaming, software) as for physical goods:
Section 75 of the Consumer Credit Act 1974 gives you a powerful additional right. If you pay for something costing between £100 and £30,000 using a credit card, the credit card company is jointly liable with the retailer if something goes wrong.
This means if the retailer goes bust, refuses to refund, or the goods/services are not delivered, you can claim against your credit card company directly — even if you only paid part of the price on the credit card.
Section 75 does not apply to: debit cards, charge cards, purchases through a third party (e.g. PayPal), or purchases under £100 or over £30,000.
The most effective complaint letters share these features:
Escalation path: If the trader does not respond satisfactorily: (1) contact their trade association or ombudsman; (2) consider a Section 75 claim on your credit card; (3) report to Trading Standards; (4) issue a County Court claim. Most disputes resolve before court.
Many sectors have specific ombudsman or ADR schemes that provide free dispute resolution:
DocPilot's Complaint Letter Pack covers 6 of the most common consumer complaint scenarios — each referencing the specific CRA 2015 statutory language that prompts businesses to take complaints seriously.
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