Consumer disputes are increasingly common, whether it’s a faulty product, poor service, or a company refusing to refund your money. Understanding your rights and knowing how to resolve a dispute effectively can save you time, money, and stress. This guide explains how consumer dispute resolution works in the UK and the steps you can take to achieve a fair outcome.

What Is Consumer Dispute Resolution?

Consumer dispute resolution is the process of settling disagreements between a consumer and a trader, using formal or informal methods. It typically involves raising a direct complaint, escalating to an approved Alternative Dispute Resolution (ADR) scheme such as mediation or arbitration, and, if necessary, pursuing a claim through the small claims court. The aim is to achieve a fair result without lengthy or expensive court proceedings, though legal action remains a last resort.

Step 1: Raise the Issue with the Business

Start by contacting the business directly. Clearly explain what went wrong, what you want (refund, repair, or replacement), and include supporting evidence such as receipts, photos, or emails. Keep your message polite and factual.

Under the Consumer Rights Act 2015, you have a right to remedies if goods or services are not of satisfactory quality, as described, or fit for purpose. Many disputes are resolved quickly when complaints are clear and well-documented.

Step 2: Consider Alternative Dispute Resolution (ADR)

If the business refuses to help or does not respond, ask whether it participates in an approved ADR scheme. Under the ADR for Consumer Disputes Regulations 2015, businesses must confirm if they are willing to engage in ADR and provide details of an approved provider.

Common ADR providers in the UK include:

• Furniture & Home Improvement Ombudsman (retail)
• Financial Ombudsman Service (banking and insurance)
• Ombudsman Services: Communications (telecoms)
• Energy Ombudsman (utilities)

ADR is usually free for consumers and decisions are independent. Some schemes are binding on the business, giving consumers a fair opportunity to resolve disputes without risk.

Step 3: Take the Matter to the Small Claims Court

If ADR fails or the business refuses to engage, you may bring a claim through the County Court small claims track. This process covers disputes up to £10,000 in England and Wales and is designed for individuals to use without legal representation.

You can file your claim online via Money Claim Online or by post using form N1. Before filing, you must send a formal letter before action in line with the Pre-Action Protocol. Common claims include faulty goods, failure to issue refunds, or breaches of contract. Court fees apply, but successful claims may recover these costs.

Reporting Unfair Traders

If a trader misleads you, acts aggressively, or uses unfair terms, report them to the Citizens Advice Consumer Service. They can escalate your case to Trading Standards. You can also contact Action Fraud for scams or the Advertising Standards Authority (ASA) for misleading advertisements.

The Consumer Rights Act 2015 prohibits unfair contract terms. Any clause that limits your legal rights or remedies is likely unenforceable.

How Pre-Law Can Help

We help consumers navigate disputes confidently. We can assist with drafting effective complaint letters, identifying unfair contract terms, advising on ADR options, and preparing small claims. While we don’t provide regulated legal advice, we offer trusted, unregulated legal guidance under UK consumer law.

For more information, please contact us on 01524 907100, info@pre-law.co.uk or through our online enquiry form