The advice sheets below have the latest information on fair trading. If you need more advice call 01753 475111 (Enforcement & Regulatory option).
In the guide
The law prohibits the giving of false or misleading information to consumers, but what does this mean?
This guidance is for England, Scotland & Wales
Traders are responsible for making sure the products they offer and sell to consumers are accurately described. It is important to ensure that consumers have the right information about the products they are being offered so that they can decide whether or not they want to purchase them.
The Consumer Protection from Unfair Trading Regulations 2008 (CPRs) prohibit traders from misleading consumers by falsely describing goods and services. The CPRs also prohibit traders hiding information, giving insufficient information or giving information in an unclear manner about goods or services. See 'Consumer protection from unfair trading' for more information.
What does the law require?
The CPRs cover commercial practices, which include any act, omission, course of conduct, representation or commercial communication (including advertising and marketing) by a trader that is directly connected with the promotion, sale or supply of a product to consumers.
A trader must not mislead a consumer about a product (this is defined very broadly and includes goods, services, digital content, rights and obligations) in any way by giving false or deceptive information about a number of specific matters. They must also not omit information about a product that a consumer would need in order to make an informed decision.
It should be noted that to breach the majority of the Regulations the misleading information given (or information that has not been given) to a consumer must cause, or be likely to cause, the average consumer to make a different transactional decision. An example of this would be the consumer making a purchase that they would not otherwise have made. Transactional decisions also include decisions made after a consumer has bought a product - for example, the decision whether to return a faulty product or to accept an offer of redress.
The Regulations are not intended to cover insignificant inaccuracies, but ultimately only a court can decide whether the actions of a trader would affect the average consumer in an adverse way.
Some false claims about products are banned in all circumstances, and these are covered in 'Consumer protection from unfair trading'.
If a trader makes a false representation that was dishonest, and by making the false representation intended to gain for themselves or another (or cause loss to another), then they may commit an offence under the Fraud Act 2006 (the Fraud Act does not apply in Scotland; instead, it is the common law offence of fraud).
What are the specific breaches of the Regulations relating to products?
It is a breach of the Regulations (and potentially a criminal offence) to engage in an 'unfair commercial practice'. In relation to the description of a product, a practice is unfair if it is either of the following:
In addition, for a practice to be unfair the trader's misleading action or omission must cause, or be likely to cause, the average consumer to take a different transactional decision (as above, this could be to buy as opposed to not buy, having work done or not, or paying a different amount for goods). The law also introduces a general duty not to trade unfairly.
How can a misleading action or omission be given?
Misleading actions and omissions can be given in any of the following ways:
In addition, if goods are supplied in response to a request that includes a specific description (for example, a customer specifies they want a granite worktop) it is possible that it would be held that the supplier of the goods has applied the description themselves.
What descriptions are covered by the Regulations?
The following matters are specifically covered when looking at a misleading action:
Who can commit an offence under the Regulations?
A 'trader', which means any person who, in relation to a commercial practice, is acting for purposes relating to their business, and anyone acting in the name of or on behalf of a trader. This would include directors, managers and all levels of employees.
How can a trader avoid committing an offence?
In the first instance, the trader should ensure that all descriptions are not misleading. This means that not only should they be accurate, but they should be presented in a way that would not mislead - for example, by being understood in the wrong context. To avoid committing misleading omissions, traders should ensure that they are open and honest with customers, including anything that might make the product or the offer less attractive.
The Regulations therefore provide a trader with the defence that the commission of an offence was due to a mistake, or to reliance on information supplied to them, or the act or default of another person, an accident or some other cause beyond the trader's control; and that they took all reasonable precautions and exercised all due diligence to avoid the commission of such an offence by themselves or any person under their control.
In simple terms, this means that a process should exist to avoid unfair commercial practices and that the process should be followed by all employees.
Purchasers of misdescribed goods / services are likely to seek redress through the civil courts. In particular, since 1 October 2014, these Regulations have provided a specific right of redress for consumers. Where there has been a misleading action (or an aggressive practice), the consumer may be entitled to claim compensation and/or a reduction in price or to cancel the contract completely.
The Department for Business, Energy and Industrial Strategy (BEIS, which was known as the Department for Business, Innovation and Skills at the time) has produced guidance on consumers' right to redress under the Regulations: Misleading and Aggressive Commercial Practices: New Private Rights for Consumers.
Failure to comply with the Consumer Protection from Unfair Trading Regulations 2008 is a criminal offence. The maximum penalty is a fine and two years' imprisonment.
If a trader fails to comply with the requirements above and makes misleading actions or omissions, trading standards services can apply for a court order requiring them to comply. If the order is not complied with the maximum penalty is a fine and two years' imprisonment.
Last reviewed / updated: May 2018
This information is intended for guidance; only the courts can give an authoritative interpretation of the law.
The guide's 'Key legislation' links may only show the original version of the legislation, although some amending legislation is linked to separately where it is directly related to the content of a guide. Information on amendments to UK legislation can be found on each link's 'More Resources' tab; amendments to EU legislation are usually incorporated into the text.