If you need advice on consumer issues you can check our online advice.
The Consumer Rights Act came into force on 1 October 2015. The law is now clearer and easier to understand, meaning that consumers can buy and businesses can sell to them with confidence. On the rare occasions when problems arise, disputes can now be sorted out more quickly and cheaply. Alternative Dispute Resolution, for example through an Ombudsman, offers a quicker and cheaper way of resolving disputes than going through the courts. The changes are relevant to all consumers and every business which sells directly to them.
UK consumers spend £90 billion a month. Transparent rights will help them to make better choices when they buy and save them time and money.
The Consumer Rights Act came into force on 1 October 2015 which meant from that date new consumer rights became law covering:
Most of these changes were important updates to existing laws. But two new areas of law were also introduced.
The Consumer Rights Act 2015 stands alongside Regulations to create a greatly simplified body of consumer law. Taken together, they set out the basic rules which govern how consumers buy and businesses sell to them in the UK.
Alternative Dispute Resolution is now available to all businesses to help when a dispute with a consumer cannot be settled directly. Before the Consumer Rights Act became law, this service had only been available in certain sectors. A business which is involved in a dispute will now need to make the consumer aware of a relevant certified Alternative Dispute Resolution provider. The business should also let the consumer know whether or not they are prepared to use the Alternative Dispute Resolution provider to deal with the dispute. However, a business does not have to use Alternative Dispute Resolution unless it operates in a sector where existing legislation makes it mandatory (for example, financial services).
The new laws mean you should be able to learn much more easily what your rights entitle you to and what they don’t. You should bear in mind your rights when you research purchases and when you decide between providers. You should be clear where to go for more information in advance of a purchase and what to do if a problem arises.
Citizens Advice is now the primary source of information and advice on these new laws for consumers through its Consumer Service. You can call our consumer helpline on 0808 223 1133 or you can talk to a Welsh-speaking adviser on 0808 223 1144. The helplines are open Monday to Friday 9am to 5pm. They are not open on bank holidays. Alternatively you can e-mail us your consumer inquiry using the form on our website.
Questions and answers about new consumer laws
Examples of using the new consumer laws
Summaries of your consumer rights