• The main law protecting you when you buy goods or services from a business in the UK is the Consumer Rights Act 2015. This single piece of legislation sets out clear rules that apply to almost all consumer purchases made since October 2015.

In simple terms, when you buy goods (anything from a new phone to furniture or clothing), they must be:

• Of satisfactory quality – lasting a reasonable time without falling apart or developing faults too soon

• Fit for purpose – suitable for the normal use you'd expect, or any special use you told the seller about
• As described – exactly matching what was shown, said, or written in ads, labels, or conversations

For services (such as repairs, building work, gardening, fitted kitchens, garages, professional advice from surveyors or accountants, or even a meal out), the work must be done:

• With reasonable care and skill – to the standard a competent professional would provide
• In a reasonable time – unless a specific deadline was agreed
• At a reasonable price – if no price was fixed in advance

If something goes wrong, you have clear steps and remedies. Start by complaining directly to the business—they're usually keen to sort it out to keep customers happy. Most issues get resolved at this stage without any need for further action.

Extra protections apply depending on how you paid:

• Paying by debit or credit card often gives you “chargeback” rights — your bank can reverse the payment in many cases (but amounts and time-limits for claim vary from provider)
• Using a credit card for purchases between £100 and £30,000 gives stronger protection under Section 75 of the Consumer Credit Act — your card provider shares responsibility with the seller and must help put things right

If the business won't help, you have options like free ombudsman schemes (especially useful for utilities), mediation, or taking the matter to court (usually the small claims track for straightforward cases up to £10,000).

We specialise in helping people across Hertfordshire and Essex with these kinds of issues. Whether it's faulty goods, poor service from a tradesperson, a wrong bill from a utility company, or a disappointing meal out, we explain your options clearly and guide you through what to do next. Contact us as soon as possible—the earlier we get involved, the more straightforward it usually is to resolve.

This section covers the main areas we help with:

• Buying goods in store
• Buying goods online (with important differences when buying from abroad)
• Utility companies
• Building works and other services (including fitted kitchens, garages, gardening, and similar trades)
• Professional services and negligence claims (we do not handle personal injury)
• Eating out
• Court proceedings and resolving disputes

Browse the pages below for more detail on each topic. If your situation doesn't fit neatly into one, give us a call—we'll point you in the right direction.