Consumer complaint route: retailer → ADR → small claim
Escalation route for faulty goods, undelivered orders, or refused refunds in England and Wales.
When to use this route
You have bought goods or services that are faulty, not as described, or not delivered, and the retailer is refusing a remedy.
When NOT to use this route
If the trader is insolvent — pursue a Section 75 / chargeback claim against the card issuer instead. If your claim is over £100,000, the County Court small claims track is not available.
Prerequisites
- • Goods or services bought as a consumer (not a business)
- • Claim within 6 years of the breach (Limitation Act 1980 s.5)
- • Retailer is the seller (not the manufacturer), unless using s.75 against the card issuer
Evidence to gather
- • Receipt / order confirmation / proof of payment
- • Photographs of faulty goods or undelivered package
- • Correspondence with the retailer (emails, chat transcripts)
- • Section 9 / 10 / 11 Consumer Rights Act 2015 description of the breach
Route map
- Stage 1
Complain to the retailer
Write to the retailer setting out the breach and the remedy you want (refund, repair, replacement). Cite the Consumer Rights Act 2015 s.20–24.
Within 30 days for the short-term right to reject (s.22) - Stage 2
Section 75 / chargeback (parallel route)
If you paid by credit card and the goods cost over £100, you can claim against the card issuer under s.75 Consumer Credit Act 1974. For debit cards, request a chargeback within 120 days.
- Stage 3
ADR / Ombudsman
If the retailer is a member of an approved ADR scheme (look on the receipt or website), use it. Energy → Energy Ombudsman; Telecoms → CISAS or Ombudsman Services; Financial → FOS. ADR is free for consumers.
- Stage 4
Letter before claim
If ADR is unavailable or fails, send a formal letter before claim under the Pre-Action Protocol for Debt Claims (or generic pre-action protocol).
Give the retailer 14–30 days to respond - Stage 5
Small claim
Issue at Money Claim Online for £35–£455. Allocated to the small claims track if ≤£10,000. Self-representation usual.
Final remedies
- • Refund (full or partial)
- • Repair or replacement
- • Damages (consequential loss, distress)
- • Costs (limited on small claims track)