Consumer rights
Official consumer-rights guidance.
OPEN HELPAbout this guide
When buying goods or services in the UK, consumers are protected by:
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OPEN HELPConsumer Rights, Refunds, Returns, Faulty Goods, Subscription Traps, Utility Complaints, Mobile Contracts, Broadband Disputes and Shopping Scam Protection Purpose: This guide provides factual information based on UK legislation, official government guidance, regulators, ombudsman services, and recognised consumer advice organisations. It explains the rights consumers have when buying goods and services, managing household contracts, dealing with complaints, and protecting themselves from scams. Important: HMRC does not normally regulate consumer disputes, refunds, contracts, or shopping issues. However, HMRC may be involved where VAT, business trading obligations, or fraud reporting intersects with consumer matters.
Contents
- Consumer Rights
- Refunds and Returns
- Faulty Goods
- Subscription Traps
- Utility Complaints
- Mobile Phone Contracts
- Broadband Disputes
- Shopping Scams
- Online Shopping Rights
- Data Protection and Privacy Rights
- Making Complaints
- Independent Advice and Support
1. Consumer Rights
Your Basic Consumer Rights
When buying goods or services in the UK, consumers are protected by:
- Consumer Rights Act 2015
Goods should generally be:
Of Satisfactory Quality
Fit for Purpose
As Described
Services should generally be carried out:
With Reasonable Care and Skill
Within a Reasonable Time (where not agreed)
For a Reasonable Charge (where not agreed)
Official guidance:
2. Refunds & Returns
Can You Always Get a Refund?
Not always.
The answer depends on:
- Whether goods are faulty
- How they were purchased
- Store policies
- Consumer protection legislation
Online, Phone and Distance Purchases
Many online purchases benefit from cancellation rights.
Consumers generally have a cooling-off period for many distance purchases.
Official guidance:
Faulty Goods
If goods are faulty, consumers may have rights to:
Repair
Replacement
Refund
Depending on circumstances.
Official guidance:
3. Faulty Goods
What Counts as Faulty?
Examples may include:
- Items that break unexpectedly
- Goods not matching descriptions
- Unsafe products
- Products that do not function properly
Consumer Protections
The law may provide remedies depending on:
- The nature of the fault
- How long the item has been owned
- Evidence available
Relevant legislation:
- Consumer Rights Act 2015
Official guidance:
4. Subscription Traps
What Are Subscription Traps?
Subscription traps occur when consumers are:
- Automatically enrolled into recurring payments
- Misled about cancellation terms
- Unaware of renewal arrangements
Good Practice
Before subscribing:
- Read terms carefully.
- Check cancellation rights.
- Monitor bank statements.
If You Have Been Misled
You may have rights to complain and seek redress.
Official guidance:
Competition and Markets Authority
5. Utility Complaints
Energy Complaints
If you have a complaint regarding:
- Billing
- Meters
- Customer service
- Debt collection
You should first complain directly to the supplier.
Escalating Energy Complaints
Energy Ombudsman
Ofgem
Water Complaints
Consumer Council for Water
Ofwat
6. Mobile Phone Contracts
Before Signing a Contract
Consumers should understand:
- Contract length
- Monthly costs
- Early termination charges
- Price increase clauses
Complaints
Contact the provider first.
If unresolved, approved dispute resolution services may be available.
Official guidance:
Ofcom
7. Broadband Disputes
Common Issues
- Slow speeds
- Service interruptions
- Billing disputes
- Contract disagreements
Rights
Broadband providers must comply with relevant consumer and communications regulations.
Official guidance:
Escalating Complaints
Ofcom
- Ofcom Complaints Information
8. Shopping Scams
Common Shopping Scams
Examples include:
Fake Websites
Counterfeit Goods
Non-Delivery Scams
Social Media Marketplace Scams
Fake Refund Scams
Warning Signs
- Unrealistic prices
- Pressure to pay quickly
- Limited contact information
- Requests for unusual payment methods
Reporting Shopping Scams
Action Fraud
National Cyber Security Centre
9. Online Shopping Rights
Many online purchases are protected by additional consumer legislation.
Consumers should:
- Keep receipts
- Save order confirmations
- Retain communications
Official guidance:
Data Protection & Privacy Rights
Businesses, HMRC, service providers and retailers must comply with:
- UK GDPR
- Data Protection Act 2018
Individuals generally have rights to:
Access Their Data
Correct Inaccuracies
Request Explanations
Challenge Improper Processing
Official resources:
Making Complaints
General Process
Step 1
Complain directly to the business.
Step 2
Request escalation through the business complaints process.
Step 3
Use any applicable ombudsman or dispute resolution scheme.
Step 4
Seek independent advice where needed.
Consumer Protection and Enforcement
Consumer protection laws are enforced by various bodies including:
Competition and Markets Authority
Ofcom
Ofgem
Financial Conduct Authority
Official guidance:
HMRC and Consumer Issues
Although HMRC does not usually resolve consumer disputes, it may be involved where:
- VAT issues arise
- Business compliance matters arise
- Tax fraud is suspected
Official guidance:
Independent Advice and Support
Consumer Advice
Scam Reporting
Communications Complaints
Energy Complaints
Water Complaints
Financial Services Complaints
Additional Rights People Often Miss
Chargeback Rights Through Card Providers
Speak to your bank or card provider regarding disputed transactions.
Section 75 Protection
May apply to some qualifying credit card purchases.
Official guidance:
- Section 75 Protection (MoneyHelper)
Key Legal Principles
Under UK law, consumers have rights to receive goods that are as described, fit for purpose and of satisfactory quality, and to receive services performed with reasonable care and skill. Businesses, utilities, communication providers, retailers and financial firms must comply with consumer protection laws, data protection requirements, and sector-specific regulations. Individuals have rights to complain, seek redress, use ombudsman services, challenge unfair treatment, and report scams and fraud to appropriate authorities. Always keep records of purchases, contracts, and communications, and seek independent advice if a dispute cannot be resolved directly.