How to complain about doorstep selling practices

Doorstep sellers must adhere to certain practices. If you have been mis-sold by a doorstep seller, or you want to cancel a contract, follow our guide.

1 Write to the company

To cancel a contract made at home, at work or at an excursion arranged by a company after 13 June 2014, write to the company within 14 calendar days of signing it, saying you want to cancel.

For contracts before 13 June 2014, you need to write to the company within seven days of signing it.

For more information, see our guide on the new doorstep selling rules

The company should then return any money you've paid to them. 

2 Mention ancillary products

If you've also taken out a credit agreement, then this should be automatically cancelled too. It’s up to the company to notify the finance company - you don't have to do this.

It's a good idea to remind the company to do this when you write to them cancelling your contract. 

To cancel a contract made through a sale on your doorstep, use our template letter to help you. 

Ancillary contracts are automatically cancelled, such as insurance sold with a product or service. 

But once again, it's worth reminding the trader to do this when you cancel. 

There are some exceptions to the contracts covered under the Consumer Contracts Regulations. These include payments of less than £42 and auction sales.

3 Contact the DSA

If the supplier is a member of the Direct Selling Association (DSA), contact the DSA as soon as possible.

If the supplier is found to be in breach of the DSA’s code, it can be forced to repay your money, replace or repair an item, or even pay you up to £5,000 in compensation.

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