Consumer Rights Training
Practical, interactive training that helps organisations understand consumer rights and apply the Consumer Rights Act 2015 with confidence. Through real-world examples, learners explore the legal requirements for goods, services and digital content, understand the remedies available when things go wrong and develop the skills to handle consumer issues fairly and effectively.
At a glance
- Understand the Consumer Rights Act 2015
- Learn about consumer rights, refunds and remedies
- Practical examples to build confidence and understanding
Aim
Give customer-facing teams a clear understanding of consumer rights and the confidence to apply the law in everyday situations. Learners explore the responsibilities of businesses, the protections available to consumers and how to resolve problems fairly while providing clear, accurate information.
Why?
Consumer rights affect almost every transaction between a business and its customers. Whether someone buys a product, pays for a service or downloads digital content, both parties have legal rights and responsibilities.
Misunderstanding these rights can lead to incorrect decisions, unnecessary complaints, financial losses and damage to customer relationships. Good knowledge of consumer law helps organisations make fair decisions, resolve problems sooner and build customer trust.
Who is it for?
Anyone involved in selling goods or services, advising customers, handling returns or managing complaints. Particularly relevant to retail teams, customer service staff, complaints handlers, managers, team leaders and organisations wanting to improve their understanding of consumer law.
What's covered
- Understanding the Consumer Rights Act 2015 and the responsibilities of businesses
- Consumer rights when buying goods, including quality, fitness for purpose and descriptions
- Consumer rights when purchasing services, including reasonable care, skill, time and price
- Digital content, online purchases and consumer protections
- Refunds, repairs, replacements, statutory rights, warranties and unfair contract terms
- Handling consumer complaints, identifying appropriate remedies and resolving disputes
Learning objectives
- Understand the key protections provided by the Consumer Rights Act 2015 and when they apply.
- Recognise when goods, services or digital content fail to meet legal requirements.
- Identify the remedies available to consumers and understand when different solutions are appropriate.
- Distinguish between statutory consumer rights, business policies, warranties and guarantees.
- Recognise potentially unfair contract terms and practices that may conflict with consumer rights.
- Apply consumer law confidently to everyday situations and explain decisions clearly, fairly and professionally.
Training options available
- Live online session
- Face-to-face session
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