To assert your consumer rights, identify what went wrong, gather the information you have, and explain clearly what outcome you are seeking. Check relevant guidance before contacting the trader, then keep a record of your communications. Citizens Advice provides consumer advice and education resources to help people understand their rights and handle consumer issues. (Citizensadvice.org.uk)
Key facts
- The Consumer Rights Act 2015 is available in an up-to-date version on legislation.gov.uk. Read the Act.
- Citizens Advice produces resources to help people understand consumer rights and responsibilities and build confidence in using consumer skills. Learn about its consumer education work.
- Citizens Advice says its online consumer advice is complemented by its consumer advice service. Explore consumer advice.
- Citizens Advice’s education resources include activity packs, leaflets and best-practice guides. See the education resources.
Start by identifying the problem
Before making a complaint, describe what happened in plain terms. Note what you bought or agreed to, what you expected, and what seems wrong. Keep this description focused on your own experience; it will help you explain the issue without losing sight of what you want resolved.
Separate what you know from what you think may have happened. Set out the sequence of events as you understand it, and gather relevant records, such as messages, receipts or photographs, if you have them. A clear account can make it easier to explain the problem and respond to questions.
Check which guidance fits your situation before deciding what to ask for. Citizens Advice points consumers to advice about rights and what they can do if an item they bought is faulty. Its wider consumer advice is intended to help people know their rights and what to do when something goes wrong. Use the consumer advice pages.
Do not assume every problem has the same answer. The facts available here do not set out the detailed remedies for particular purchases or disputes. Use the relevant guidance to understand your options rather than relying on a rule that may not fit your circumstances.
Make a clear complaint and keep a record
When you contact the trader, state the issue and describe the outcome you are seeking. Keep the wording calm and direct. Explain the steps you have already taken, and ask what the trader proposes to do next.
Keep copies of what you send and note any response. If you speak by phone or in person, write down the main points afterwards. A record helps you keep your account consistent and makes it easier to see what has been agreed or left unresolved.
Use relevant evidence to support your account. Attach only information that helps explain the problem, and keep original documents safe. If you do not have a particular record, say so instead of guessing or presenting an assumption as fact.
Citizens Advice says it provides online consumer advice alongside a consumer advice service. Its consumer advice page also says people who need more advice or support can contact the consumer helpline. Check its consumer advice page to find the guidance and support options described there.
Consumer education can also help you build confidence in handling issues. Citizens Advice says its resources aim to help people understand their rights and responsibilities and exercise effective consumer skills. Use those materials to prepare, but check that any advice you rely on addresses your particular problem.
What this means for you in the UK?
Consumer rights information can help you decide how to explain a problem and where to look for support. The Consumer Rights Act 2015 is one source of consumer law, and its legislation page provides the Act’s text. This fact list does not set out the Act’s individual rights or remedies, so do not infer a specific result from its title alone.
If you are a consumer dealing with a faulty item, first write down what is wrong and what response you want. Then use Citizens Advice’s information about faulty items to check the guidance relevant to your situation. Read its advice on consumer rights before deciding how to put your request.
Citizens Advice describes itself as the Government-funded provider of consumer education in England and Wales, incorporating consumer advice, advocacy and education. That description relates to its consumer education role. It does not mean that this article is an official service or that every dispute has a guaranteed outcome.
Citizens Advice says its consumer education work draws on client issues, campaigning and education to help consumers. It also says its role can help ensure consumers are represented and supported. These aims explain why its materials may be useful when preparing to raise an issue, but they do not replace checking guidance for your own circumstances.
For additional preparation, Citizens Advice provides activity packs and leaflets intended to raise awareness of consumer rights and responsibilities. Its education resources also include best-practice guides shared by local Citizens Advice offices. These are learning materials, so choose them to build understanding rather than treat them as a decision on your complaint.
What to do now?
- Describe the problem in a few clear sentences. Separate what happened from what you believe may explain it.
- Gather relevant records you already have, such as messages or proof of purchase. Keep copies together so you can refer to them when you explain the issue.
- Check the guidance that matches your problem. For a faulty item, Citizens Advice directs consumers to information about their rights and what they can do. Open the consumer advice page.
- Contact the trader with a clear account and say what response you are seeking. Keep a copy of your message and note any reply.
- Review what the trader says and compare it with the guidance you consulted. If you need more advice or support, Citizens Advice says you can contact its consumer helpline.
- Use consumer education resources if you want help understanding rights and responsibilities. Citizens Advice says these resources are designed to develop awareness, skills and confidence in dealing with consumer issues. Browse its education materials.
Sources
- www.citizensadvice.org.uk/about-us/information/our-consumer-education-work
- www.legislation.gov.uk/ukpga/2015/15/contents/2024-01-20
- www.citizensadvice.org.uk/about-us/information/consumer-advice
- www.citizensadvice.org.uk/about-us/information/consumer-education-resources
About this page
Written with AI assistance from the sources listed above, then checked by automated fact, source, repetition and quality checks before publishing.
Facts and links checked on 5 November 2026. Summarises official gov.uk guidance; this is general information, not legal advice. Check the linked source for the latest version.
How we researched this: we compiled this guide from the official and independent sources listed above, and checked the facts on the date shown. Our editorial policy explains how we choose and check sources.