The Consumer Rights Act

If you sell or hire goods, services or digital content to consumers you must be aware of the law that applies.

The Consumer Rights Act 2015 applies to contracts between your business and consumers for the sale or hire of goods, services and digital content. Contracts can be verbal, written or implied.

The Act sets the standard your customers can expect from their purchases and provides rules on the redress they are entitled to when things go wrong.

The Act states that goods and digital content must match their description, be suitable for the specific purpose the customer intends when purchasing the goods and be of satisfactory quality. Services should be carried out with reasonable care and skill. If this is not the case, you – as the supplier – are responsible for putting things right.

As a business you must comply with the Act. Doing so can improve your customer relationships, and help build your business reputation.

This guide explains the Act and the rights of consumers when they buy goods, services and digital content. It outlines what happens if you can't resolve a customer complaint.