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What to do if the seller will not sort it out

Put your complaint in writing, give the seller a clear deadline, and then escalate step by step: your card or credit provider, free advice from your national consumer helpline, alternative dispute resolution, and finally the small claims court.

Reviewed 23 September 2026 · applies across the UK unless a nation is named · sources listed below · how we check

1. Complain to the seller in writing

Explain what you bought and when, what is wrong, and what you want under the Consumer Rights Act 2015 (for example, a refund under the 30-day right to reject, or a repair). Give a clear, reasonable deadline, such as 14 days, and attach copies of your evidence: receipt or statement, photos and earlier messages. Keep copies of everything.

2. Escalate within the business

If the shop or branch refuses, use the company's formal complaints process or write to its head office or customer services team.

3. Use your payment protection

If you paid by credit card, consider a Section 75 claim. If you paid by debit card, ask for a chargeback, and act quickly because of the time limit. For regulated Buy Now Pay Later, contact the lender.

4. Get free advice

Your national consumer helpline can tell you how strong your case is and what to do next: Citizens Advice in England and Wales, Advice Direct Scotland in Scotland, and Consumerline in Northern Ireland.

5. Alternative dispute resolution or an ombudsman

If a business turns down your complaint after its internal process, it must tell you about an alternative dispute resolution (ADR) provider that could deal with it, and whether it will use one. Some sectors, such as energy, communications and financial services, have ombudsmen you can go to free of charge. Complaints about card providers and lenders go to the Financial Ombudsman Service.

6. Letter before claim and court

As a last resort, send a letter before claim and then use the small claims process for your nation: the small claims track (up to £10,000) in England and Wales, simple procedure (up to £5,000) in Scotland, or the small claims court (up to £5,000) in Northern Ireland. Court fees apply and vary by nation and claim value, so check the official fee tables first.

Quick answers

How long should I give the seller to respond?

There is no fixed legal period, but 14 days is a common reasonable deadline for a written complaint. Allow longer if the seller needs to inspect the goods.

Do I have to use ADR before going to court?

ADR is not usually compulsory, but courts expect you to have tried to settle the dispute before starting a claim, and ADR can be quicker and cheaper.

Can I complain to Trading Standards?

Trading Standards does not usually resolve individual disputes, but reports made through your national consumer helpline are passed to Trading Standards, which can act against traders who break the law.

Is going to the small claims court expensive?

You pay a court fee that depends on the value of your claim and your nation. The small claims processes are designed so you do not need a solicitor, which keeps costs down.

Official sources

Check your own situation

The Be Consumer Wise app walks you through what you bought, how you paid and what went wrong, shows the right helpline for your part of the UK, and lets you ask ConsumerBot follow-up questions.

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Reviewed 2026-09-23. General legal information about UK consumer rights, not legal advice.