Presentar una reclamación de consumo
Cómo quejarse por productos defectuosos o servicios deficientes.
Visión general
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.
Quién puede usar este proceso
- 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
Proceso paso a paso
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
Costes
Advertencias importantes
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.