Consumer disputes
Faulty goods, poor services and businesses that won’t put things right.
How we can help
- Advising on your rights under consumer protection legislation
- Claims for goods that are faulty, misdescribed or not fit for purpose
- Disputes over services carried out without reasonable care and skill
- Advising on refunds, repairs, replacements and price reductions
- Using chargeback and credit card protections where they apply
- Pursuing small claims where the trader will not engage
What happens next
- Tell us what you bought, what went wrong and what the trader has said.
- We advise on your statutory rights and the remedy you are entitled to.
- We write formally, and pursue a claim if the trader still refuses.
Fees for this work
Fixed fee for advice and a letter before action. We will always tell you if the claim is better pursued yourself through the small claims track.
Common questions
The shop says it's past 30 days.
Your rights extend well beyond any short return window. Goods must be of satisfactory quality and fit for purpose, and remedies remain available for a considerable period, though the burden of proof shifts over time.
Can I insist on a refund?
There is a short initial window in which you can reject goods outright. After that you are generally entitled to a repair or replacement first, and a refund or price reduction if that fails.
I paid by credit card. Does that help?
Significantly. For purchases within a certain value range, the card provider can be jointly liable with the retailer, which is invaluable if the trader has gone under.
The trader has gone bust.
Options may include a claim against the card provider, a warranty or insurance-backed guarantee, or a claim in the insolvency. Act quickly — deadlines in insolvency are short.
Tell us what's happened
Confidential, reviewed by a solicitor, answered within one working day.