Why you need to quote the correct legislation on complaints should be obvious to everyone. If you ever wonder why so many people fall at the first hurdle and do not succeed in winning claims on consumer disputes, this explains it.


Someone had a faulty door installed by a well-known double glazing firm that everyone has heard of from TV adverts and posted it on a Facebook forum.

I stated that this is a straightforward rejection under the Consumer Rights Act 2015, yet someone followed up by saying that it falls under the Sale of Goods Act and recited virtually what is covered under the legislation it replaced. This individual then said that it amounts to the same thing (which it doesn’t).

The Consumer Rights Act 2015 replaced the Sale of Goods Act and other pieces of legislation to consolidate, simplify and reinforce consumer rights.

Ironically, I had to write that as I kept seeing misunderstandings around the 30-day rule for rejecting faulty goods which does not affect your consumer rights.


One of the first rules of complaining is that you refer to the correct legislation, recite your rights and spell out the outcome you are seeking.

You need to preferably put your complaint in writing, spell correctly, clearly structure your letter and address it to the right individual.

If you refer to obsolete legislation, you are hardly going to be taken seriously and your complaint will fail straight away regardless of whether it is legitimate or not.


There are benefits to complaining for you and retailers, and M & S got this right in a textbook fashion where a daughter bought her Mum some flowers that only lasted a couple of days.

This case is a great example of how to beat the toughest of scenarios by following the above rules and sticking to your guns.

Perseverance is the key to success every time.

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