Bringing a Consumer Complaint
How to complain about faulty goods or poor services — from retailer to ombudsman to court.
Overview
If you have bought faulty goods, received poor services, or been the victim of unfair trading practices, you have strong legal rights under the Consumer Rights Act 2015. This guide takes you through each stage of making a complaint, from contacting the retailer to escalating to an ombudsman or court.
Who Can Use This Process
- You purchased goods, digital content, or services as a consumer (not in a business capacity)
- The goods are faulty, not as described, or not fit for purpose
- The services were not performed with reasonable care and skill
Step-by-Step Process
Contact the Retailer or Service Provider
Write or email the business explaining the problem, what went wrong, and what you want (refund, repair, replacement, or repeat performance). Keep copies of all correspondence. You have a short-term right to reject faulty goods within 30 days for a full refund.
- Be specific about the fault and include proof of purchase
- Quote the Consumer Rights Act 2015 if needed
Escalate to a Senior Manager
If the initial response is unsatisfactory, escalate your complaint to a manager or the company's formal complaints procedure. Many businesses have a dedicated complaints team.
Contact an ADR Scheme or Ombudsman
Many sectors have approved Alternative Dispute Resolution (ADR) schemes or ombudsman services. For example: the Financial Ombudsman Service (financial products), the Energy Ombudsman, or the Furniture & Home Improvement Ombudsman. These are free for consumers.
- Check if the business is a member of an ADR scheme — many are required to be
Report to Trading Standards
If you believe the business has broken consumer protection law (e.g., misleading advertising, unsafe products), report it to Citizens Advice Consumer Service, who will refer it to Trading Standards.
- Trading Standards can investigate and prosecute but cannot get your money back directly
Take Court Action (Small Claims)
If all else fails, you can issue a small claims court claim for up to £10,000. See our separate guide on Making a Small Claims Court Claim.
- Consider the cost-benefit — court fees range from £35 to 5% of the claim value
Costs
Important Warnings
The short-term right to reject goods expires 30 days after purchase — act quickly for a full refund.
After 30 days but within 6 months, you must give the retailer one chance to repair or replace before claiming a refund.
Keep all receipts, photos, and correspondence as evidence.
Useful Links
Frequently asked questions
- How long does the bringing a consumer complaint process take?
- The end-to-end timeline depends on which stage you're at. Common steps run on these timeframes: "Allow 14 days for a response"; "7–14 days"; "4–12 weeks"; "Ongoing". Add court / counterparty response time on top — disputed matters can run months longer than the bare minimum.
- How much does it cost?
- Main outlays are: Complaint to retailer/ombudsman — Free; Small claims court fee — £35–£455 depending on claim value. Court fees often qualify for Help with Fees remission if you're on a low income. Solicitor fees are extra and vary widely — many matters can be done as a litigant in person.
- What are the most common mistakes to avoid?
- Watch out for: The short-term right to reject goods expires 30 days after purchase — act quickly for a full refund.; After 30 days but within 6 months, you must give the retailer one chance to repair or replace before claiming a refund.; Keep all receipts, photos, and correspondence as evidence.. If you're unsure on any of these, get advice from a regulated solicitor or a free service like Citizens Advice before acting.
- Where can I find the official forms and guidance?
- The official sources are: Citizens Advice Consumer Helpline; Which? Consumer Rights. Always use the forms / guidance from the issuing authority's own site — third-party copies can be out of date.
- Can I do this myself without a solicitor?
- Yes — many people complete this kind of matter as a litigant in person. The site walks through each step in plain English. A solicitor is recommended if: large sums are at stake, the other side has legal representation, the matter involves criminal liability, children, immigration, or you're unsure on any procedural deadline. Free advice is available from Citizens Advice, Law Centres, and (for some matters) LawWorks pro bono clinics.