What this tool does
This is a general purpose helper for consumer problems that do not fit the more specific tools on our site. You type in what has gone wrong, and you get a plain English answer about where you stand under UK consumer law, what to do next, and which law or body backs you up.
It covers things like faulty goods, poor service, refunds, delivery issues, misleading adverts, gym and subscription traps, problems with tradespeople, and disputes with retailers both online and on the high street.
When to use it
Use it when you have had a problem with something you bought or paid for, and you are not sure whether the shop, trader or provider has treated you fairly. It is useful if you want to understand your rights before writing a complaint, asking for a refund, or deciding whether to take a matter further.
It is aimed at members of the public in England, Wales, Scotland and Northern Ireland. It is not a substitute for tailored legal advice on high value disputes or court claims, but for everyday consumer issues it will usually tell you what you need to know and where to go next.
How it works
Describe your problem in your own words, in as much or as little detail as you like. You will be asked a few short follow up questions so the answer fits your actual situation, for example when you bought the item, how you paid, and what the seller has said so far. You then get a written summary covering your rights, the relevant legislation such as the Consumer Rights Act 2015 or the Consumer Contracts Regulations, the steps to take, and who to escalate to if the trader will not put things right, such as Citizens Advice, Trading Standards, an ombudsman or the small claims court. The tool is free to use and your conversation is not saved to your account or shared.