Something went wrong with a purchase?
Online orders, refunds, faulty goods, subscriptions, phone contracts, card payments, package holidays: what the law gives you in the UK, what to do, and a free letter you send yourself.
Purchases
Returns, refunds, deliveries and faulty goods
How do I return an online order in the UK?Return an online orderI returned my order but got no refund: what now in the UK?Refund not receivedMy purchase is faulty: what are my rights in the UK?Faulty goodsMy online order never arrived: what now in the UK?Order not deliveredMy parcel arrived damaged: what can I ask for in the UK?Parcel arrived damaged
Subscriptions
Subscriptions, phone and internet contracts, apps and streaming
Payments & travel
Unauthorised payments and package holidays
🧭 If the trader does not answer
Citizens Advice consumer helplineFree consumer advice (England and Wales); can refer complaints to Trading Standards.📞 0808 223 1133 🔗 citizensadvice.org.uk
Chartered Trading Standards Institute (CTSI) – ADR Approved BodiesOfficial list of accredited consumer ADR bodies by sector; CTSI is the competent authority.🔗 tradingstandards.uk
Make a court claim for money (county court)Online or postal money claim in England and Wales; small claims track up to £10,000.🔗 gov.uk
Information, not legal advice. FFCheck is independent and not affiliated with any authority, court or company. The letter is a template filled with your details: you check it and send it yourself.
More free tools for the UK
Who do I contact?Who do I contact?100+ things that go wrong — money, housing, work, safety, health, papers, government — and the one desk in the UK that actually handles each: phone, site, and what to say when they pick up.Before it goes wrongCan I?What is allowed, what is not, which permit you need — with the official source.⚡Electricity & gasThe rules that protect you as an electricity and gas customer in the UK, and who to contact. Every fact is checked on an official source.