The advice sheets below have the lastest information on problems with other consumer goods and services. If you need more advice, please call the Citizen Advice consumer helpline on 03454 04 05 06.
In the guide
This guidance is for England, Scotland & Wales
The Consumer Rights Act 2015 gives you important rights when you make a contract with a trader for the supply of goods, services and digital content.
The law also sets out rules to protect you if a trader tries to take away your rights or use terms in a consumer contract or notice, that are unfair.
This guide gives a broad overview of what unfairness means; however, it is for a court to consider the fairness of a term and for regulators to enforce the law on unfair contract terms.
The Consumer Rights Act 2015 refers to contracts between a trader and a consumer for the trader to supply goods, services or digital content; it is an important first step to understand what a contract is and how it is formed.
A contract is a legally binding agreement between you and the trader and is made when certain elements come together:
There must be an offer - for example:
Then there must be acceptance of the offer - for example:
There must be a transfer of consideration. This is the payment you make for the goods, services or digital content. It is usually money but can include other things of value, such as a part exchange or transfer of goods.
There must be an intention to make a contract. You and the trader must intend to be legally bound by the contract and you must both understand what the contract actually means.
You must have legal capacity. This means you must be legally capable of making a contract. Examples of when a person, depending on the situation, may not have legal capacity are if they:
The rules of the contract are called 'terms' that are agreed between you and the trader, such as the price of the goods or delivery arrangements and those that are imposed by the law, referred to as your 'statutory rights'. Contracts can be written, spoken and even implied by conduct for example you may select goods in a supermarket and pay for them at a self-service checkout, no words are spoken but it is a contract all the same. Some contracts, such as credit agreements, must be in writing.
When a trader displays goods, services or digital content in a store, online or in a brochure for example, they are inviting you to make an offer to buy. This is known as an 'invitation to treat'. What this means is that you cannot insist a trader sells the goods, services or digital content on offer - the trader is legally entitled to decline your offer to buy.
The law on unfair terms applies to all consumer contracts (contracts between a trader and a consumer) whether they are in writing or not.
It also covers notices if they are 'consumer notices', which means they set out rights or obligations between a consumer and a trader or try to deny or restrict a trader's responsibility to a consumer. The meaning of 'consumer notices' is wide and applies to announcements and any other communications, whether in writing or not, that are intended to be seen or heard by a consumer. These types of notices are often found in car parks, recreational facilities such as swimming pools and cinemas, shops and on websites.
Take note that the law does not apply to contracts of employment or apprenticeship or notices setting out rights and responsibilities between an employer and employee.
The Consumer Rights Act 2015 states that a 'notice is unfair if, contrary to the requirement of good faith, it causes a significant imbalance in the parties' rights and obligations to the detriment of the consumer'.
So what does this mean? Basically it means that traders must draft and present their contracts and notices to you in a way that is fair and open and that respects your legitimate interests. Terms and notices should be transparent - the wording used should be plain (no legal jargon), capable of being understood and legible. They should not be designed to trick or trap you and any terms that are important (because they may put you at a disadvantage) must be prominent. 'Significant imbalance' means that the rights or obligations contained within the term or notice are significantly weighted in favour of the trader and therefore place a greater burden on you.
Terms that are 'standard', which means that they are used in all the trader's contracts and terms that are individually negotiated with you as part of your own contract can be assessed for fairness. However, terms that deal with the main subject matter of the contract and those that set the price are exempt from the assessment of fairness only if they are transparent and prominent.
You are not entitled to challenge the wording of a term or notice if it is wording that is required or permitted in law.
There are certain terms, if they are included in a contract or notice, that are automatically unfair in all circumstances- a trader cannot rely on them and cannot enforce them against you. The Competition and Markets Authority refers to these terms as 'blacklisted'. They are:
The 'Sale & supply of goods - your consumer rights', 'Supply of services - your consumer rights' and 'Supply of digital content - your consumer rights' guidance explains what your statutory rights and remedies are.
The law introduces a list of example terms, which are not automatically unfair, but may be considered unfair depending on how they are used. They are a guide for courts to use when deciding if a term passes a 'fairness test'. The Competition and Markets Authority refers to these terms as the 'grey list'. Some of the terms are listed below:
No, you are not legally bound by an unfair contract term or consumer notice and you have the right to challenge it, in court if necessary. However, there is nothing to prevent you from relying on a term or notice if you choose to do so.
Even if a term is found to be unfair, the rest of the contract continues if it is practical to do so.
In this case, the meaning that is most favourable to you applies.
Detailed guidance on unfair terms is provided by the Competitions and Markets Authority.
You can take legal action against the trader in the court. The court can consider, as part of your case, whether the term in question is fair. The 'Thinking of suing in court?' guide gives further details on taking a case to court.
Report your complaint to Citizens Advice consumer service for advice on the steps you can take to seek redress and, where appropriate, refer the matter to the relevant regulator. Trading standards, the Competition and Markets Authority and other regulators have powers to enforce the law on unfair terms to prevent a trader from using them.
Last reviewed / updated: June 2016
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.
For further information please contact the Citizens Advice consumer service, which provides free, confidential and impartial advice on consumer issues. Visit the Citizens Advice website or call the Citizens Advice consumer helpline on 03454 040506.