The Consumer Rights Act

Regardless of the remedy chosen, customers may also claim extra compensation for proven losses. This can include damage to property, personal injury or other reasonable expenses the customer can show they have incurred.

Guarantees

There is no requirement to offer a guarantee with your goods or services. However, if you do, or if there is a manufacturer’s guarantee, it becomes legally binding.

Any guarantee must:

• be written in plain, easily understood language and, if the goods are offered in the UK, be in English
• include the name and address of the guarantor, e.g. you or the manufacturer
• state that the consumer has statutory rights under the Consumer Rights Act, and that these rights are not affected by the guarantee
• state how long it lasts and where it applies (its territorial scope)
• be made available to the consumer in writing and within a reasonable time

The customer can ask you to provide this information even if you aren’t the guarantor.

If there is a problem with the goods or services provided, the consumer can choose whether to rely on the guarantee or to use their statutory rights under the Act.

You must respect and cannot deny a customer their statutory rights and should not try to pass off responsibility onto the manufacturer or another guarantee provider.