Consumer Law

Consumer Law and Business

  • Consumer law protects the rights of consumers and outlines the obligations of businesses, promoting fair trade and competition.
  • Businesses must be aware of and comply with consumer protection legislation to avoid legal issues, penalties, and damage to their reputation.
  • The Consumer Rights Act 2015 is a key piece of legislation that businesses should comply with. It outlines the rights and remedies available to consumers when products or services are not satisfactory in terms of quality, fit for purpose, or as described.

Product Quality and Description

  • Goods supplied by a business must be of a satisfactory quality, fit for any specified purpose, and must match any description given.
  • Businesses are legally bound to ensure their products or services are as described to consumers. Misrepresentation can lead to legal consequences.
  • Any faulty product should be repaired, replaced or a refund provided by the business.

Consumer Contracts

  • Businesses must provide clear, transparent, and intelligible contract terms.
  • Any unfair terms in a consumer contract may be judged as invalid in court.
  • Consumers have the right to a cooling-off period for distance and off-premises contracts, during which they can cancel the contract without penalty.

Delivery and Digital Content

  • Under consumer law, businesses are responsible for any goods until they are received by the consumer. Any delays or damages occurred during delivery are therefore the responsibility of the business.
  • For digital content, such as downloads and streams, the same rights apply as for the sale of goods. It must be of satisfactory quality, fit for purpose, and as described.
  • If faulty digital content damage a device or other digital content, businesses have a responsibility to repair the damage or compensate the consumer.

Remedies and Redress

  • The law provides a range of remedies for consumers if a business breaches consumer rights, including repair, replacement, refund, or compensation.
  • Consumers can seek support and redress from various bodies like Citizens Advice or the Competition and Markets Authority (CMA) for issues relating to consumer law.
  • Businesses should have a professional, clear, and well-communicated policy for dealing with consumer complaints.