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Consumer Rights Act 2015 - is your business aware and compliant with the new rules?

The Consumer Rights Act 2015 came into force on 1 October, bringing changes to the way consumers are protected when buying goods and services. There are also new areas of law covering digital content.

Consumer law changed on 1 October 2015, as the Consumer Rights Act came into force. The changes cover: 

  • what should happen when goods are faulty 

  • unfair terms in a contract 

  • what happens when a business is acting in a way which isn’t competitive

  • written notice for routine inspections to be given by public enforcers, such as Trading Standards 

  • greater flexibility for public enforcers to respond to breaches of consumer law, such as seeking redress for consumers who have suffered harm. 

As well as these changes there are two new areas of law covering: 

  • what should happen when digital content (eg online films, games, e-books) is faulty - the act now gives consumers a clear right to repair or replacement

  • how services should match up to what has been agreed, and what should happen when they do not or when they are not provided with reasonable care and skill (eg giving some money back if it is not practical to bring the service into line with what was agreed).


A better understanding of the law will help businesses to serve their customers well. For example, they can be clear with a customer demanding a refund exactly when their rights entitle them to one. And if a problem arises in how a business provides a service, it can be certain what it may be required to do about it.

More information and guidance can be found on the Business Companion website, or if businesses would like to speak to someone, they can call the Business Support Helplines.

Finally, BIS has put together a checklist for the Consumer Rights Act so businesses can ensure they have everything covered (click on the pictures to follow the links):

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