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.


A customer had a faulty door installed by a well-known double glazing firm 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.

I keep seeing misunderstandings around the 30-day rule for rejecting faulty goods. S22(3) Consumer Rights Act 2015 gives you a short-term right to reject faulty goods within 30 days and get a full refund, no questions asked. This 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 want to resolve your dispute.

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

You are hardly going to be taken seriously if you refer to obsolete legislation, 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 someone took a leaf out of my book by beating the toughest of scenarios, following the above rules and sticking to your guns.

Perseverance is the key to success every time.

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