Consumer rights
How do I complain about something I bought — without losing steam?
Contact the business first, keep a trail, then escalate to the right scheme or tribunal if needed.
Start with the seller or service provider. Say what happened, what guarantee you think failed, and what outcome you want. Plenty of issues resolve here — especially when you stay clear and keep records.
If they will not help, Consumer Protection’s complaint pathway walks you through next options: manufacturer where relevant, industry dispute schemes (where they exist), mediation, and the Disputes Tribunal for many lower-value claims.
You do not always have to go through an industry scheme first — it depends on the type of complaint and the amount involved. Check the official pages for the up-to-date process, fees, and time limits before you file anything.
Calm next moves
- Stay polite and specific — dates, product names, and money amounts help.
- Send important requests in writing so you have a record.
- Check Disputes Tribunal guidance if the amount fits their jurisdiction.
Official resources
Always confirm details on the official site — laws and processes can change.
Educational signposting only from the Resilience Programme. Not legal, financial, or medical advice. Updated 2026-07-10.