What are my rights under the Consumer Rights Act 2015 if I buy faulty goods?

The Consumer Rights Act 2015 gives consumers in England and Wales a clear hierarchy of remedies for faulty goods, structured across three tiers. The first tier is the 30-day short-term right to reject under s.22 CRA 2015: within the first 30 days from delivery, if goods are not of satisfactory quality (s.9), not fit for purpose (s.10), or not as described (s.11), you can reject them and receive a full refund without any deduction for the use you have had of them. You do not need to accept a repair or replacement instead — the right to a full refund is absolute within this period. The 30-day clock is paused while a repair or replacement is being carried out at the trader's invitation. The second tier, applicable after the 30-day period but within 6 months, is the right to repair or replacement under s.23 CRA 2015. The trader has one opportunity to repair or replace the goods. Crucially, the trader cannot insist on multiple repair attempts — if the first repair attempt fails, or if the replacement goods are also faulty, you move immediately to the third tier. The third tier is the right to a price reduction or final rejection under s.24 CRA 2015. A price reduction can be any amount, potentially a full refund. The final rejection right allows you to return the goods; however, the trader may make a deduction from the refund for the use you have had of the goods during the time you had them (the deduction cannot be made in respect of the first 6 months). After 6 months, the burden of proof shifts: the trader does not need to prove the goods were not faulty at delivery, and the consumer must establish that the fault was present at the time of delivery.

What does 'satisfactory quality' mean under the Consumer Rights Act 2015?

Satisfactory quality is defined in s.9(2) of the Consumer Rights Act 2015 as the standard that a reasonable person would regard as satisfactory, taking into account any description of the goods, the price (to the extent that it is relevant), and all other relevant circumstances. Section 9(3) CRA 2015 provides that the quality of goods includes their state and condition, and the following aspects are in appropriate cases relevant to the quality of goods: fitness for all the purposes for which goods of that kind are commonly supplied; appearance and finish; freedom from minor defects; safety; and durability. Durability is important — a product that fails prematurely compared to what a reasonable person would expect for a product of that type and price is not of satisfactory quality, even if it worked perfectly well initially. An expensive appliance that stops working after a few months is unlikely to be of satisfactory quality. Similarly, cosmetic defects (such as scratches on a new car or chips in a ceramic item) may render goods not of satisfactory quality if they would not meet the standard a reasonable person would expect at the relevant price point. The satisfactory quality standard is objective — it does not depend on what the particular consumer expected, but on what a reasonable person would expect. Goods sold as 'seconds' or with known defects may legitimately fall short of the standard without breaching s.9, provided the specific defect was drawn to the buyer's attention before purchase under s.9(4) CRA 2015.

What are my rights if a service is performed poorly or not completed?

If you purchase a service in England and Wales, Chapter 4 of the Consumer Rights Act 2015 implies three key terms into your service contract. First, under s.49 CRA 2015, the trader must perform the service with reasonable care and skill. This is an objective standard: the service must be performed to the standard a reasonably competent person in that trade or profession would achieve. A builder who constructs a wall that is visibly uneven, a plumber who installs a pipe that subsequently leaks due to poor workmanship, or a hairdresser who damages your hair by using an incorrect chemical process may all be in breach of s.49. Second, under s.50 CRA 2015, any information provided by the trader before the contract is entered into — whether in writing or verbally — is binding on the trader where the consumer relies on it. This includes quoted prices, promised completion dates, and described specifications. Third, under s.52 CRA 2015, where no time for completion is agreed, the service must be performed within a reasonable time. Where a service does not conform to the contract, your remedies under s.54 CRA 2015 are: first, to require the trader to repeat the performance of the service within a reasonable time and without significant inconvenience to you, at no additional cost. If repeat performance is impossible (for example, a one-off event) or not carried out within a reasonable time, you are entitled to a price reduction under s.56 CRA 2015, which may be a full refund if the service has been of no benefit to you whatsoever. You cannot combine a request for repeat performance and a price reduction in respect of the same element of non-conformance.

What is the 6-year limitation period and how does it affect my consumer rights claim?

The general limitation period for a claim in contract under the Limitation Act 1980 is 6 years from the date the cause of action arose — typically the date the breach of contract occurred (e.g. the date of delivery of faulty goods, or the date the service was performed to a substandard level). This means that in principle, you can bring a court claim for breach of the Consumer Rights Act 2015 for up to 6 years after the purchase. This is significantly longer than the 12-month manufacturer's warranty that many traders rely on to deflect consumer complaints. A manufacturer's guarantee is a contractual right additional to your statutory rights — it does not replace or limit your CRA 2015 rights, and any term in the guarantee purporting to do so is of no effect under s.62 CRA 2015. It is important to understand, however, that the 6-year period does not mean all goods are expected to last 6 years. The key question is whether the fault was present at the time of delivery and whether the goods were of satisfactory quality (including durability) at that time. An inexpensive appliance might not be expected to last as long as a premium product. That said, courts and the Financial Ombudsman Service have consistently upheld consumer rights claims for products in the 2–4 year range where the evidence supports the conclusion that a fault existed at the time of purchase. After the first 6 months, the burden of proof shifts to the consumer to establish that the fault existed at the time of delivery rather than being presumed to have existed under s.19(14) CRA 2015.

What escalation options do I have if the trader refuses my Consumer Rights Act 2015 complaint?

If your formal complaint under the Consumer Rights Act 2015 is rejected or ignored by the trader, you have several escalation options. First, you may refer the dispute to an approved Alternative Dispute Resolution (ADR) provider under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Most traders in regulated sectors (financial services, energy, communications, aviation, and new car sales) are required by law or industry codes to belong to an ADR scheme. In unregulated sectors, traders are not required to use ADR, but a growing number offer it voluntarily. Second, if you paid by credit card and the purchase price is between £100 and £30,000, you can make a claim against your credit card company under s.75 of the Consumer Credit Act 1974, which makes the credit card company jointly and severally liable with the trader for any breach of contract or misrepresentation. Third, you can bring a claim in the County Court using the small claims procedure (CPR Part 27) for claims up to £10,000, or the fast track for claims up to £25,000. In the small claims track, each party generally bears their own legal costs, making it accessible to unrepresented consumers. Fourth, you may report the matter to Trading Standards via the Citizens Advice consumer helpline (0808 223 1133). Trading Standards enforces consumer protection legislation and can take enforcement action against traders who persistently breach the Consumer Rights Act 2015 or engage in unfair commercial practices contrary to the Consumer Protection from Unfair Trading Regulations 2008.

Consumer Rights Complaint Letter — Consumer Rights Act 2015 (England & Wales) — United Kingdom

Create a formal consumer rights complaint letter invoking the Consumer Rights Act 2015 for faulty goods, unsatisfactory services, defective digital content, or unfair terms. Assert your 30-day right to reject, repair and replacement rights, and price reduction rights. Fully compliant with CRA 2015 ss.9–56 and Limitation Act 1980.

What Is a Consumer Rights Complaint Letter — Consumer Rights Act 2015 (England & Wales)?

A Consumer Rights Complaint Letter is a formal written complaint addressed to a trader invoking the statutory rights conferred on consumers by the Consumer Rights Act 2015. It is the standard first step in asserting your consumer rights where goods are faulty, services are performed to a substandard level, digital content is defective, or a contract term is unfair. The letter formally notifies the trader of the specific breach, cites the applicable provisions of the Consumer Rights Act 2015, and demands a specific legal remedy within a set timeframe.

The Consumer Rights Act 2015 came into force on 1 October 2015 and consolidated, clarified, and strengthened the consumer protection previously found in the Sale of Goods Act 1979, the Supply of Goods and Services Act 1982, the Sale and Supply of Goods Act 1994, and the Unfair Terms in Consumer Contracts Regulations 1999. The CRA 2015 is divided into three main parts. Part 1 governs consumer contracts for goods (Chapter 2), digital content (Chapter 3), and services (Chapter 4), implying mandatory statutory terms into every such contract. Part 2 governs unfair terms in consumer contracts, rendering any term that causes a significant imbalance in the parties' rights and obligations to the consumer's detriment non-binding on the consumer under s.62 CRA 2015. Part 3 governs enforcement by public bodies.

For goods, Part 1 Chapter 2 implies that goods must be of satisfactory quality (s.9), fit for any particular purpose made known to the trader (s.10), and as described (s.11). The remedies available depend on when the fault is discovered: within 30 days, the consumer has the short-term right to reject and receive a full refund (s.22); after 30 days, the right to repair or replacement as a first remedy (s.23); and where repair or replacement is unsuccessful or unavailable, the right to a price reduction or final rejection (s.24).

For services, Chapter 4 implies that every service contract requires the trader to perform with reasonable care and skill (s.49), within a reasonable time where none is agreed (s.52), and in accordance with any information provided before the contract (s.50). Breach entitles the consumer to repeat performance (s.54) or a price reduction (s.56).

The Consumer Rights Complaint Letter is the essential first document in the consumer dispute resolution process, providing a written record of the complaint and the remedy demanded. It is required before taking any formal legal action or referring the matter to Alternative Dispute Resolution.

When Do You Need a Consumer Rights Complaint Letter — Consumer Rights Act 2015 (England & Wales)?

A Consumer Rights Complaint Letter is appropriate in any situation where a consumer in England and Wales has purchased goods, digital content, or services from a trader and the goods or services fail to meet the standards required by the Consumer Rights Act 2015.

The letter is most commonly needed in the following circumstances. First, when goods are delivered that are faulty, broken, or develop a defect within a reasonable period of use. Goods that fail to work as expected, develop faults prematurely compared to what a reasonable person would expect, or suffer from manufacturing defects are likely not of satisfactory quality under s.9 CRA 2015. The letter is appropriate whether the fault is major (rendering the goods completely unusable) or minor (a cosmetic defect that a reasonable person would not consider acceptable at the price paid).

Second, the letter is needed when goods do not match their description. This includes situations where a product differs from its advertised specifications, photographs, or samples, or where a trader made specific representations about the goods before the sale that turned out to be false. Section 11 CRA 2015 requires goods to conform to their description, and s.50 requires pre-contract information to be binding.

Third, a Consumer Rights Complaint Letter is needed where services have been performed carelessly, incompletely, or to a standard that falls below what a reasonably competent professional in that trade would achieve. Common examples include building work completed to a poor standard, car repairs that have not fixed the problem, hair salon treatments that damage hair, or IT services that leave systems in a worse state. Section 49 CRA 2015 requires reasonable care and skill, and s.52 requires performance within a reasonable time.

Fourth, the letter is appropriate when a trader refuses to honour a statutory right — for example, a retailer who insists on offering only a repair (when the consumer has the right to reject within 30 days), or a trader who refuses to process a refund claiming the consumer does not have one.

Fifth, a complaint letter invoking Part 2 of the CRA 2015 is needed where a contract contains terms that are unfair — such as an excessive cancellation charge, a blanket exclusion of liability for negligence, or a term requiring a consumer to pay for goods that are never delivered. Under s.62 CRA 2015, unfair terms are not binding on the consumer.

The letter should be sent before commencing court proceedings, referring the matter to an ADR scheme, or escalating to Trading Standards, as it gives the trader the opportunity to resolve the dispute and demonstrates good faith on the consumer's part.

What to Include in Your Consumer Rights Complaint Letter — Consumer Rights Act 2015 (England & Wales)

A well-drafted Consumer Rights Complaint Letter under the Consumer Rights Act 2015 should contain seven essential elements to be effective and legally robust.

The first element is precise identification of the goods or services and the original purchase: the date of purchase, the trader's full name, a clear description of the goods or services (including model numbers or service specifications), and the purchase price. This information is essential for the trader to locate the transaction and for any subsequent legal proceedings.

The second element is a clear citation of the specific statutory provisions of the Consumer Rights Act 2015 that have been breached. The letter should reference the relevant sections of the CRA 2015 by number — for example, s.9 (satisfactory quality), s.10 (fitness for purpose), s.11 (as described) for goods; s.49 (reasonable care and skill) for services; or s.62 (unfair terms) for Part 2 complaints. Specific statutory citations demonstrate legal awareness, deter the trader from dismissing the complaint as uninformed, and make it harder for the trader to misrepresent the consumer's legal position.

The third element is a detailed and factual description of the fault, defect, or shortcoming. The description should explain precisely what is wrong, when the fault appeared, how the goods were being used at the time, and the effect the fault has had. For goods faults, it is helpful to note whether the fault arose within the first 6 months of delivery (triggering the s.19(14) presumption that the fault existed at delivery) or outside this period (where the consumer must establish pre-existing fault).

The fourth element is a record of previous attempts to resolve the matter with the trader. This demonstrates good faith and satisfies the expectation of reasonable pre-action conduct. It also establishes a clear timeline of the dispute for any future court or ADR proceedings.

The fifth element is a specific demand for a particular remedy, citing the relevant section of the CRA 2015. The remedy must be appropriate to the circumstances: a full refund within 30 days; repair or replacement after 30 days; or a price reduction where repair or replacement has failed or is not available. For services, the remedy is repeat performance or a price reduction under ss.54–56 CRA 2015.

The sixth element is a clear response deadline — typically 14 days — giving the trader a reasonable opportunity to respond before the consumer escalates to ADR, Trading Standards, or court action. The letter should state explicitly what steps the consumer will take if the complaint is not resolved within the deadline.

The seventh element is a list of supporting evidence enclosed with the letter: receipt, photographs, expert reports, and correspondence. Enclosing evidence at the first stage reduces delays and demonstrates the seriousness of the complaint.

What Is a Consumer Rights Complaint Letter — Consumer Rights Act 2015 (England & Wales)?

When Do You Need a Consumer Rights Complaint Letter — Consumer Rights Act 2015 (England & Wales)?

What to Include in Your Consumer Rights Complaint Letter — Consumer Rights Act 2015 (England & Wales)

Frequently Asked Questions

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