Featured guide
Build a faulty-purchase complaint
Present the facts, the remedy you want and the evidence a retailer needs to resolve a UK consumer problem.
More practical guidance
Cancel an eligible online orderNotify the seller clearly, preserve the dates and return goods using the current UK distance-selling rules that apply to the purchase.Complain about a poor serviceSet out what was agreed, what went wrong, the evidence and the remedy you want in a concise written complaint.
Quick checklist
- Purchase evidence saved
- Fault photographed or recorded
- Seller contacted in writing
- Requested remedy stated
- Response deadline recorded
Common problems
The seller sends you only to the manufacturer
Ask the retailer to address its responsibilities and confirm its position in writing. A warranty can add rights but does not replace statutory rights.
The issue involves unsafe goods or fraud
Stop using unsafe goods and use the relevant official reporting or advice route. Contact the payment provider promptly where appropriate.
What to do next
If the response is unsatisfactory, use the seller’s complaint process and obtain nation-appropriate consumer advice before escalating.