Know the basics of your rights
Goods and services should be as described, fit for purpose, and of satisfactory quality. If they are not, you may be entitled to a repair, replacement or refund.
Complain in the right order
- Use the company’s own complaints process first
- Escalate to the relevant ombudsman or dispute scheme
- Keep a paper trail of everything
Write a clear complaint
- What happened, and what is wrong
- What you want put right
- A reasonable deadline to respond
If they ignore you
Persistence and a clear written record are your strongest tools. Most disputes are resolved long before they need to go further.
Standing up to a bigger organisation is daunting, and most people give up, which is exactly what the other side counts on.
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See what we build for people →This guide is general information, not legal advice, and does not replace a qualified adviser. Your rights can depend on your exact situation and where you live, so check the current position before acting.
Common questions
What are my basic consumer rights?
Goods and services must be as described, fit for purpose, and of satisfactory quality. If they are not, you may be entitled to a repair, replacement or refund.
What order should I complain in?
Use the company's own complaints process first, then escalate to the relevant ombudsman or dispute scheme. Keep a written record at every step.
What should my complaint say?
What happened, what is wrong, what you want put right, and a reasonable deadline to respond. Calm and specific is far more effective than angry.
What if the company ignores me?
Persistence and a clear paper trail are your strongest tools, and an ombudsman can step in. Most disputes resolve well before that point.