Sometimes staff wrongly think their returns policies rule, but your statutory rights cannot be overruled. Retailers and manufacturers have a legal obligation to protect consumers.
Answers to your problems
What are my statutory rights, and when do they apply?
'This does not affect your statutory rights’ is a common phrase, but what does it mean? We explain this and why it pays to understand your statutory rights as a consumer.
How will Brexit affect my consumer rights?
Which? will work with government to ensure that the consumer voice is heard and your consumer rights are protected throughout the UK's withdrawal from the EU.
When should I use the small claims court?
If you're in dispute with a company or have a serious complaint, the small claims court could help you get your money back. We tell you when you can use it.
When to take a complaint to the ombudsman
An ombudsman can help resolve disputes with a company, but a certain procedure must be followed. Find out when you can take a complaint to the ombudsman.
Step by step guides
How to complain to an ombudsman
Got an unresolved dispute with a company? An ombudsman could help. Follow the Which? step-by-step guide on how to take a complaint to the ombudsman.
How to use the small claims court
Want to get your money back from a company? You may be considering the small claims court. Follow this Which? step-by-step guide to help you.
Consumer Contracts Regulations
The Consumer Contracts Regulations give you rights and protection when buying products and services online.
Consumer Protection Act 1987
The Consumer Protection Act 1987 gives you the right to claim compensation if a defective product causes death, damage or injury.
Consumer Protection from Unfair Trading Regulations 2008
The Consumer Protection from Unfair Trading Regulations protects you from unfair practices and ban misleading and aggressive sales tactics.
Consumer Rights Act 2015
The Consumer Rights Act gives you rights when you buy goods and services or digital products. Understand your rights with our informative guide.
Section 75 of the Consumer Credit Act
Section 75 of the Consumer Credit act offers you extra protection if you buy goods or services on your credit card.
Peter Hensey says:
I booked a cruise ,holiday ,travelling Sept 2020 with Hays travel included return Thomas cook flights to Orlando airport but every time I go to travel agents all I get is your flights are booked...
Thelma Beddowes says:
I have submitted a claim form to the CAA, should i receive an Email confirming its been received as as yet i have not received one Claim sent two weeks ago
Just a quick question. Our holiday was booked through an agent – the flights were with Thomas Cook – we only paid a deposit. TC collapsed; we wrote to the travel agent to cancel all the holiday...