Understanding your rights

As a consumer, you have rights which protect you if things go wrong. You have a right to complain to your supplier and a right to a resolution and if you aren’t happy with their response, you have the right to ask us to investigate. It’s free for consumers to use our service.

If a mistake has been made or you have been treated unfairly, we can require the supplier to put things right. Our aim is to put you back to the position you were in before the mistake happened.

As a consumer, you have rights.

When buying goods and services, you're protected by The Consumer Rights Act 2015. Here are some of the things you are protected against:

• Faulty goods.
• Poor service.
• Problems with contracts.

This means you can get help for these things if anything goes wrong. For more information about your consumer rights visit gov.uk

There's help available if you experience issues;

1. The first thing you need to do is log a complaint with your provider.
2. Your supplier should have a formal complaint process that you can request a copy of. Often, you can find it on their website.
3. You need to follow the company’s complaint process to give them an opportunity to fix any issue.