Consumer rights & refunds
When a trader will not put things right, we set out your rights under the Consumer Rights Act 2015 and related law, write to the trader in your name, and take the complaint to the right ombudsman or dispute scheme.
Where we can help
If you buy goods, digital content or a service from a business, the law gives you rights that the business cannot take away by its own terms. Goods must be of satisfactory quality, fit for purpose and as described. Services must be carried out with reasonable care and skill. Online, phone and doorstep purchases usually come with a 14-day right to cancel. Passengers on many flights have a right to fixed compensation for long delays and short-notice cancellations.
Most disputes are settled by a clear, well-evidenced complaint that cites the right provision, asks for a specific remedy and sets a reasonable deadline. If the trader does not respond properly, many sectors have an ombudsman or other independent dispute scheme. If there is no scheme, or it does not resolve matters, the County Court small claims track is the last resort.
These rights belong to consumers, meaning individuals acting for purposes that are wholly or mainly outside their trade or business. If you are a business owed money by a customer, see unpaid invoices instead.
Choose the type of problem
Refunds & faulty goods
Faulty or misdescribed goods, the 30-day right to reject, repairs and replacements, digital content, and cancelling online orders.
Read moreServices & workmanship
Builders, tradespeople, garages and installers whose work was not carried out with reasonable care and skill.
Read moreFlight delays & cancellations
Compensation claims under UK261 for long delays, short-notice cancellations and denied boarding.
Read moreOmbudsman complaints
Energy, phone and broadband, motor, home improvement, rail, property agent and retail complaints taken to the right scheme.
Read moreSmall claims support
Help to prepare a small claim you bring yourself, and a lay representative to speak at the hearing if you attend.
Read moreHow a consumer complaint usually runs
Complaint to the trader
A written complaint that explains what went wrong, which rights apply and what you want the trader to do.
Letter before claim
If the trader does not put things right, a formal letter setting out the claim and giving a reasonable time to reply, as the court rules expect.
Ombudsman or scheme
Where the trader belongs to an ombudsman or dispute scheme, the complaint can go there once the trader's own process has ended.
Small claim
As a last resort, you bring a County Court claim yourself. We help you prepare and can speak for you at the hearing if you attend.
What we do
- Review your receipts, contract, photos and correspondence, and tell you which rights apply
- Write complaints and letters before claim to the trader in your name, on your written authority
- Deal with the trader by email on your behalf before any court claim is made
- Take the complaint to a non-financial ombudsman or dispute scheme the trader belongs to
- Help you prepare a small claim and speak for you at the hearing if you attend
What we do not do
- Issue a court claim, file or serve documents, or write to the court for you
- Receive refunds or compensation for you. The trader pays you directly.
- Publish reviews or posts about a trader on your behalf
- Handle any of the regulated claim types listed below
- Act on matters outside England and Wales
Claims we do not handle
Some kinds of claim can only be handled by a business authorised by the Financial Conduct Authority for claims management, under the Financial Guidance and Claims Act 2018. We are not authorised, so we do not advise on, investigate, prepare or present any of the following:
- complaints to banks, lenders, card providers or insurers seeking money
- Section 75 claims under the Consumer Credit Act 1974
- complaints to the Financial Ombudsman Service
- car finance and other financial product claims
- personal injury, including illness on holiday
- housing disrepair
- employment disputes
You do not need to pay anyone to bring these. You can complain to your bank, lender or insurer and then to the Financial Ombudsman Service yourself, and the ombudsman does not charge consumers. Citizens Advice gives free, impartial help on consumer, housing and injury problems, and Acas gives free advice on problems at work. Our guide to chargeback and Section 75 explains how card claims work.
Common questions
Do I have to use you to complain to a trader?
No. You can write to the trader, use an ombudsman scheme and bring a small claim yourself, and none of those steps requires a representative. What we add is a complaint framed accurately and followed through, with every deadline tracked.
Who receives the refund if the trader agrees to pay?
You do. We never hold client money. Any refund, repair or compensation is arranged directly between you and the trader.
I bought something for my business. Do these rights apply?
The Consumer Rights Act 2015 protects consumers. Business purchases are covered by different legislation, mainly the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982, and the terms of the contract matter more. Send us the details and we will tell you whether we can help.
Our status
Appeal Specialists is an independent consultancy, not a law firm. We are not solicitors or barristers and we are not regulated by the Solicitors Regulation Authority or any other legal regulator, so you cannot complain about us to the Legal Ombudsman.
We provide non-reserved legal services only. We do not conduct litigation, file or serve court documents, or accept service of court documents for you. Where the law allows, we can speak for you at a small-claims hearing or a tribunal, but only with your agreement and, at small-claims hearings, only if you attend.
What you tell us is not protected by legal professional privilege. We never hold your money. We work on matters in England and Wales only. We do not guarantee any outcome.
All correspondence by email
We deal with everything in writing, so every point and every deadline is on the record. If you are replying to a letter from us, please quote our reference.