The Consumer Rights Act 2015


This Statute came into force on 1st of October 2015, providing updates to existing laws and covering two new areas:

This will be the first time that:

  • rights on digital content will have been set out in legislation
  • that there are clear rules about what should happen if a service is provided without reasonable care and skill or as agreed

The Consumer Rights Act 2015 was created as a simplified body of consumer law, setting out the basic rules which govern how consumers buy and businesses sell, goods and services.

If a problem arises, disputes can and should be resolved quicker and in a less costly way.  The changes are relevant to all consumers and businesses alike and TETLI Members are required to adopt it and have regard to fairness.

Consumers/clients will have enhanced, easy to understand rights, and this will change the core consumer rules around what to do if, for example, your service is delivered poorly. The updated rights will help you, and the businesses you operate, which in turn will lessen disagreements and should be embraced.

That said, should a problem occur, changes have been brought in and should they not fully address the concerns of a client, members are also expected to make all efforts to resolving a dispute themselves.

Alternative dispute resolution, for example through an Ombudsman or indeed our Institute, can be offered and if used, provide a quicker and cheaper way of resolving disputes. 


What does the new Act cover in respect to Legal Services?

  • What ought to happen when digital content is faulty.
  • How services should match up to what is offered and accepted and what should happen when they do not, provided with reasonable care and skill.
  • Unfair terms in a consumer contract.
  • What happens when a business is acting in a way which isn’t competitive.
  • Written notice for routine inspections by public enforcers, such as Trading Standards.
  • Greater flexibility for public enforcers, such as Trading Standards, to respond to breaches of consumer law, such as seeking redress for consumers who have suffered harm.