How to complain about a shop or online retailer (UK)

1. Complain to the retailer first

Contact the retailer in writing, quote your rights under the Consumer Rights Act 2015 and set a clear deadline for a reply. Include: order number, date and price; what is wrong with the item or service; the right you are using: reject within 30 days, or repair or replacement; photos of the fault; the deadline you are giving and what you'll do next.

2. How long to wait

There is no fixed waiting period for shops. Set a reasonable deadline in your letter; if they miss it, move to the next step.

3. Escalate to Citizens Advice consumer helpline

0808 223 1133 (Welsh 0808 223 1144). Scotland: Advice Direct Scotland 0808 164 6000. Northern Ireland: Consumerline 0300 123 6262. It is free. It can: advice only; it passes information to Trading Standards but cannot complain for you. citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue

4. Escalate to Card provider (Section 75 or chargeback)

Section 75 covers a single item over £100 and up to £30,000 paid by credit card. PayPal disputes must be opened within 180 days. It is free. It can: a refund from the card company. citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal

5. Escalate to Small claims court (Money Claim Online)

England and Wales. Claim fee: £35 up to £300, £50 up to £500, £70 up to £1,000, £80 up to £1,500, £115 up to £3,000, £205 up to £5,000, £455 up to £10,000. It can: a judgment ordering the trader to pay you; free court mediation first for disputed claims of £10,000 or less. gov.uk/make-court-claim-for-money

Who does not handle your complaint

Most retail has no ombudsman. Citizens Advice gives free advice and passes complaints to Trading Standards, and the small claims court is the final step.

Where to escalate and the time limits

Time limits run from the date shown in each row. Keep the final response or deadlock letter, because the ombudsman will ask for it.

Evidence to keep

Receipt, order confirmation or bank statement. Photos or video of the fault. The product listing or advert. Your letters and the trader's replies. Delivery date (it starts the 30-day clock).

Also worth knowing

You have 30 days from delivery to reject faulty goods for a full refund (Consumer Rights Act 2015, section 22).

Also worth knowing

A fault that shows within 6 months of delivery is presumed to have been there from the start (section 19).

Also worth knowing

If the trader offers an ADR scheme, you can ask to use it.

Guides and definitions

• Section 75 or chargeback: which should you use to get your money back? (Guide)
• Chargeback (A chargeback asks your card provider to reverse a debit or credit card payment under Visa, Mastercard or American Express rules, usually within about 120 days.)
• Ombudsman (An ombudsman is a free, independent body that settles complaints against companies or public bodies once the organisation has had its chance to put things right.)
• Section 75 (Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the seller for a single item costing over £100 and up to £30,000.)
• Deadlock letter (A deadlock letter is a company's written final answer to your complaint, which lets you go straight to the ombudsman instead of waiting the usual 8 weeks.)

Get your route with dates and a letter

Complaints about something else

• Energy (gas and electricity) (UK)
• Broadband, landline and pay TV (UK)
• Mobile phone (UK)
• Bank, credit card or loan (UK)
• Insurance (UK)
• Pensions (UK)
• Investments or financial advice (UK)
• Flights and airlines (UK)
• Trains (UK)
• Parcels and post (UK)
• Council services (UK)
• Housing association or council housing (UK)
• Private landlord or letting agent (England) (UK)
• NHS in England (UK)
• Water (England and Wales) (UK)

All complaint guides · Get your route with dates and a letter

Common questions