What is a letter before action?

A letter before action (LBA) is a formal notice sent before starting court proceedings. It sets out your claim, the legal basis (e.g. Consumer Rights Act 2015, Housing Act 1988), the remedy you seek, and a deadline to respond — typically 14 days. Civil Procedure Rules require this step before most court claims, and courts take a dim view of parties who skip it.

Can I write my own legal letter?

Yes. You do not need a solicitor to write a legal letter. What matters is citing the correct legislation, stating your claim with precise dates and amounts, and giving a clear deadline. A well-drafted letter citing the right Act and section often resolves disputes without court proceedings — and costs nothing extra to send.

Does a legal letter actually work?

In many cases, yes. Most businesses, landlords, and employers respond when they receive a formally worded letter that cites specific legislation and mentions court or tribunal proceedings as the next step. It signals you know your rights and are prepared to escalate — which is often enough to get a resolution.

What UK legislation covers consumer complaints and refunds?

The Consumer Rights Act 2015 is the primary law. Section 9 requires goods to be of satisfactory quality; section 20 gives you the right to a full refund within 30 days if goods are faulty. For services, section 49 requires reasonable care and skill. For distance/online purchases, the Consumer Contracts Regulations 2013 give you a 14-day cooling-off period.

22 February 2026

How to Use Consumer Rights Act 2015 to Get Your Refund

The Consumer Rights Act 2015 is one of the most powerful pieces of consumer legislation ever enacted in the UK. It gives you clear, statutory rights when goods are faulty, services are substandard, or digital content fails to work as promised. Yet most consumers never invoke it — they accept store credit, wait endlessly for repairs, or simply give up. This guide explains how to use the Act to get a full refund, and how to write the letter that makes it happen.

Your Key Rights Under the Consumer Rights Act 2015

The Act consolidates and strengthens consumer rights across three categories:

Goods (Sections 9–24)

Goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you have a tiered set of rights:

Short-term right to reject (30 days): Within 30 days of purchase, you can demand a full refund with no deduction for use.
Right to repair or replacement: Between 30 days and six months, you are entitled to a repair or replacement first. If that fails, or is not possible, you can claim a price reduction or final right to reject (which may include a deduction for use).
Six-month presumption: In the first six months after purchase, if a fault appears, it is presumed to have existed at the time of purchase — the burden is on the retailer to prove otherwise.

Services (Sections 49–57)

Services must be performed with reasonable care and skill, within a reasonable time, and at a reasonable price (if no price was agreed). If a trader fails to meet these standards, you can require them to redo the service or claim a price reduction.

Digital Content (Sections 34–47)

Digital content (apps, downloads, streaming services) must also be satisfactory quality, fit for purpose, and as described. Faulty digital content can trigger repair, replacement, or a price reduction.

What Businesses Cannot Do

Under the Consumer Rights Act 2015, retailers cannot:

Insist you return to the manufacturer — your contract is with the retailer
Offer store credit instead of a cash refund within the 30-day window (unless you agree)
Charge you for collecting or returning a faulty item
Refuse to deal with you because you bought the item as a gift

How to Write Your Refund Letter

A formal letter is more effective than a phone call or in-store complaint because it creates a paper trail and signals that you are serious. Your letter should:

Quote the Consumer Rights Act 2015 by name — specifically the relevant section
Describe the fault clearly and when it appeared
State which remedy you are seeking (refund, repair, replacement)
Give a 14-day deadline for their response
State that you will escalate to the County Court via a letter before claim if they fail to respond

What If the Retailer Refuses?

If the retailer refuses to honour your rights, you have several escalation options:

Alternative Dispute Resolution (ADR): Many retailers are members of an ADR scheme (such as The Retail Ombudsman). ADR is free, and the retailer is bound by the outcome if you accept it.
Credit card chargeback: If you paid by credit card and the item cost more than £100, Section 75 of the Consumer Credit Act 1974 makes your card issuer jointly liable. Contact your bank.
Small claims court: For amounts up to £10,000, the small claims track is accessible without a solicitor. Filing fee starts at £35. Most businesses settle before a hearing.

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