Consumer Rights Act Policy

Consumer Rights Act Policy

1. Purpose

This policy outlines the organization’s commitment to complying with the Consumer Rights Act 2015 and ensuring that all goods, services, and digital content provided meet the required standards of quality, fairness, and transparency.

2. Scope

This policy applies to all employees, contractors, and representatives involved in the sale, supply, or promotion of goods, services, or digital content to consumers.

3. Policy Statement

The organization is committed to:

Providing goods that are of satisfactory quality, fit for purpose, and as described. Delivering services with reasonable care and skill, within a reasonable time, and at a fair cost. Supplying digital content that is of satisfactory quality, fit for purpose, and matches its description. Ensuring all consumer interactions are fair, transparent, and compliant with consumer protection laws.

4. Consumer Rights Overview

Under the Consumer Rights Act 2015, consumers are entitled to:

Goods:

Must be of satisfactory quality, fit for purpose, and as described. Consumers have the right to a repair, replacement, or refund if goods are faulty.

Services:

Must be performed with reasonable care and skill. If not, consumers can request a repeat performance or a price reduction.

Digital Content:

Must be of satisfactory quality, fit for purpose, and as described. Consumers can request repair, replacement, or compensation if digital content is faulty.

5. Responsibilities

Management:

Ensure all staff are trained and aware of consumer rights obligations. Monitor compliance and address any breaches.

Employees:

Follow procedures that uphold consumer rights and report any issues or complaints promptly.

Customer Service Team:

Handle consumer complaints efficiently, ensuring fair outcomes and compliance with legal requirements.

6. Complaints and Remedies

Consumers who believe their rights have been breached can:

Contact the customer service team to raise a complaint. Request a repair, replacement, or refund where applicable. Escalate unresolved issues to management or relevant regulatory bodies.

All complaints must be recorded, investigated, and resolved within a reasonable timeframe.

7. Training and Awareness

Regular training sessions will be provided to ensure all employees understand their responsibilities under the Consumer Rights Act and can apply them in daily operations.

8. Monitoring and Review

This policy will be reviewed annually or following any changes in consumer protection legislation to ensure continued compliance and effectiveness.

9. Related Documents

Complaints Handling Policy Refund and Returns Policy Terms and Conditions of Sale

10. Approval and Review

Policy Owner: [Danny/CEO]

Approved By: [Danny/CEO]

Date Approved: [06/12/2025]

Next Review Date: [06/12/2026]