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Consumer and legal advice

This section contains information to help support your consumer rights and obtain legal advice if something goes wrong.

As a consumer, you have various rights that shield you from unfair practices and help make sure you get honest treatment. 

Here are some reasons why you should care about your consumer rights:

  • Your rights protect you from unfair practices. For example, you have the right to know what you're buying, to change your mind, and to get compensated if something goes wrong.
  • Your rights can save you money. For example, you can avoid paying for faulty goods or services if you know your rights and how to enforce them.
  • Your rights can help you get the best possible service. For example, you can negotiate a better price or get a refund if you're not satisfied.

Your consumer rights also give you the right to:

  • Be informed about the products and services you buy
  • Choose from a variety of products and services
  • Have your complaints heard and resolved
  • Be safe from harmful products and services.
  • Be treated fairly by businesses

If you would like to talk to someone about any aspect of your consumer rights, please contact Citizens Advice Plymouth.

Explore the articles below to view information, advice, and signposting to organisations and services that can help you.


View an A to Z Directory of consumer and legal advice-related groups and organisations


Buy With Confidence Scheme in Plymouth

The Buy With Confidence Scheme provides you with a list of local businesses that have shown their commitment to trading fairly. All the businesses listed on this website have been vetted and approved by Trading Standards to ensure that they operate in a legal, honest, and fair way.

View page (Go to Buy With Confidence Scheme in Plymouth)

Something's gone wrong with a purchase

If something's gone wrong with an item you've bought, you might be entitled to a refund, repair, or replacement. It doesn't matter if you bought the item new or secondhand, you still have rights.

View page (Go to Something's gone wrong with a purchase)

You've changed your mind

You don't have an automatic right to get your money back if you just change your mind about something you've bought and there's nothing wrong with it. It's the same no matter how expensive the item was - it's really down to the seller whether they offer you anything.

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Scams can be difficult to recognise, but there are things you can look out for. Reporting a scam helps track down and stop scammers. This prevents other people from being scammed. You should protect yourself from further risks, gather all the details of the scam, and report the scam to Citizens Advice.

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The law and courts

You can find out more about your rights, as well as what to do if you face discrimination, need legal advice or have to go to court without a lawyer. If you would like to talk to someone, please contact Citizens Advice Plymouth.

View page (Go to The law and courts)

Problems with building work, decorating or home improvements

If you had work done on your home and there's an issue caused by the contractor, you should be able to get it fixed or get some of your money back. No matter what the issue is, you'll need to talk to the contractor and come to an agreement.

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Paying your water bill

If you pay for water without a meter, the water company expects payment in advance. If you think your bill is wrong, you should contact your water company.

View page (Go to Paying your water bill)

Holidays and transport

If something went wrong with your holiday, you might be able to get compensation from the company you booked with. If you're still on holiday, tell the company or travel agent about the problem as soon as possible.

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Phone, internet and TV

You might be able to save money by switching to a new provider for your broadband, mobile phone, home phone or TV bundle.

View page (Go to Phone, internet and TV)

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