# source/domain-registers/shopping-and-consumer-rights.v1.yaml

Browser-rendered handoff of repository-authored YAML. Source identity: `source/domain-registers/shopping-and-consumer-rights.v1.yaml`. Links and original summaries are shown; external source content is not redistributed.

    register_version: life-course-domain-register.v1
    pack_id: pack-5-enforcement-consumer-justice
    domain: shopping-and-consumer-rights
    title: Shopping and consumer rights
    status: population_complete
    observed_at: "2026-08-08"
    link_receipts: evaluation/link-receipts/pack-5-enforcement-consumer-justice-2026-08-08
    acquisition:
      mode: linked_reference_only
      snapshots_acquired: false
      source_response_bodies_retained: false
      publication_allowed: false
      rights_policy: link_and_summarize_source_family_decisions_recorded
    _source_defaults: &source_defaults
      access_method: public_html
      version_model: live_service_guidance
      update_cadence: check_before_each_use
      rights_basis: linked_reference_summary_only_source_family_decision_recorded
      observed_at: "2026-08-08"
      checksum: not_applicable_no_snapshot
    _family_defaults: &family_defaults
      primary_jurisdictions: [England, Wales]
      specialist_review: required
    route_sources:
      - <<: *source_defaults
        id: consumer-rights-scotland-handoff
        jurisdiction: Scotland
        title: Consumer rights in Scotland
        owner: Scottish Government
        authority_role: scotland_consumer_rights_handoff
        resource: https://www.mygov.scot/consumer-rights
        coverage: Routes people to current Scottish consumer advice, complaint and enforcement information.
        exclusions: Does not decide whether goods, services, terms or credit breach a consumer's rights.
      - <<: *source_defaults
        id: consumer-rights-wales-handoff
        jurisdiction: Wales
        title: Consumer rights in Wales
        owner: Competition and Markets Authority
        authority_role: wales_consumer_rights_handoff
        resource: https://www.gov.uk/consumer-protection-rights
        coverage: Routes people to current Welsh consumer-protection and local enforcement information.
        exclusions: Does not resolve an individual contract, refund, credit or product-safety case.
      - <<: *source_defaults
        id: consumer-rights-northern-ireland-handoff
        jurisdiction: Northern Ireland
        title: Consumer rights in Northern Ireland
        owner: Competition and Markets Authority
        authority_role: northern_ireland_consumer_rights_handoff
        resource: https://www.gov.uk/consumer-protection-rights
        coverage: Routes people to current Northern Ireland consumer advice, complaints and enforcement.
        exclusions: Great Britain civil and consumer procedure does not establish Northern Ireland redress.
    families:
      - <<: *family_defaults
        id: exercise-consumer-rights-for-goods
        title: Exercise consumer rights for goods
        aliases: [faulty item rights, goods not as described, consumer guarantee]
        description: Preserve the purchase and defect evidence, state the requested statutory remedy to the trader and use the applicable escalation route.
        situations: [Goods bought from a trader may be faulty, unsafe, misdescribed or unsuitable under the current consumer regime.]
        user_needs: [Find the trader and remedy sequence without the bundle deciding breach or entitlement.]
        source:
          <<: *source_defaults
          id: exercise-consumer-rights-for-goods-primary
          title: Consumer rights
          owner: Competition and Markets Authority
          authority_role: uk_consumer_rights_guidance
          resource: https://www.gov.uk/consumer-protection-rights
          coverage: Introduces UK consumer rights for goods and public advice and enforcement handoffs.
          exclusions: Does not determine whether a product breaches contract or which remedy is due.
      - <<: *family_defaults
        id: exercise-consumer-rights-for-services
        title: Exercise consumer rights for services
        aliases: [poor service complaint, reasonable care and skill, service not completed]
        description: Record the agreement and performance problem, ask the trader for the applicable repeat performance or price remedy and retain its response.
        situations: [A paid service may not match the contract, information, care, skill, price or timing promised.]
        user_needs: [Keep evidence, trader complaint, sector scheme and court boundaries in the correct order.]
        source:
          <<: *source_defaults
          id: exercise-consumer-rights-for-services-primary
          title: Consumer rights
          owner: Competition and Markets Authority
          authority_role: uk_consumer_service_rights_guidance
          resource: https://www.gov.uk/consumer-protection-rights
          coverage: Introduces consumer protection and advice routes relevant to paid services.
          exclusions: Does not interpret a service contract, assess reasonable care or calculate a price reduction.
      - <<: *family_defaults
        id: exercise-digital-content-rights
        title: Exercise digital content rights
        aliases: [faulty app refund, digital download rights, streaming service not working]
        description: Preserve account, payment and fault evidence and use the trader or platform route for repair, replacement, refund or damage claims where applicable.
        situations: [Paid or supplied digital content may be faulty, incompatible, misdescribed or damaging.]
        user_needs: [Distinguish digital content, services, goods and platform-provider responsibility.]
        source:
          <<: *source_defaults
          id: exercise-digital-content-rights-primary
          title: Consumer rights
          owner: Competition and Markets Authority
          authority_role: uk_digital_content_rights_guidance
          resource: https://www.gov.uk/consumer-protection-rights
          coverage: Routes consumers to current rights and advice covering goods, services and digital transactions.
          exclusions: Does not diagnose software, establish trader identity, decide a remedy or assess consequential damage.
      - <<: *family_defaults
        id: seek-refund-repair-or-replacement
        title: Seek a refund, repair or replacement
        aliases: [return faulty purchase, ask shop for refund, replace broken product]
        description: Present purchase and condition evidence to the responsible trader and retain the remedy offered, refused or escalated.
        situations: [A consumer wants a trader to refund, repair or replace a purchase.]
        user_needs: [Identify the responsible seller and remedy stage without treating a shop policy as the statutory test.]
        source:
          <<: *source_defaults
          id: seek-refund-repair-or-replacement-primary
          title: Accepting returns and giving refunds
          owner: Department for Business and Trade
          authority_role: uk_returns_and_refunds_guidance
          resource: https://www.gov.uk/accepting-returns-and-giving-refunds
          coverage: Explains trader refund duties and the distinction between faulty goods and change of mind.
          exclusions: Written for businesses and does not decide a consumer's facts or remedy.
      - <<: *family_defaults
        id: report-scam-or-fraud
        title: Report a scam or fraud
        aliases: [online scam report, money stolen by fraud, phishing report]
        description: Take immediate account or payment-security action and report the event through the current police, fraud and platform routes for the jurisdiction.
        situations: [A person suspects deception, unauthorized payment, identity misuse or another fraud.]
        user_needs: [Place urgent financial protection, evidence, reporting and support handoffs in a safe order.]
        source:
          <<: *source_defaults
          id: report-scam-or-fraud-primary
          title: Consumer rights and scam advice
          owner: Competition and Markets Authority
          authority_role: uk_consumer_scam_advice_handoff
          resource: https://www.gov.uk/consumer-protection-rights
          coverage: Routes people to national consumer advice services that handle fraud and scam concerns and can identify current reporting handoffs.
          exclusions: Does not investigate, recover money, secure an account or replace an emergency police route.
      - <<: *family_defaults
        id: resolve-consumer-credit-dispute
        title: Resolve a consumer credit dispute
        aliases: [complain about lender, credit agreement dispute, financial ombudsman complaint]
        description: Complain to the authorised firm first, retain its final response and use the current regulator, ombudsman or court route where applicable.
        situations: [A borrower or customer disputes a regulated loan, hire, card, debt collection or credit-service outcome.]
        user_needs: [Verify the provider and separate complaint, ombudsman, regulatory and legal remedies.]
        dependency: fca-authorised-credit-provider
        source:
          <<: *source_defaults
          id: resolve-consumer-credit-dispute-primary
          title: Complain about a financial service
          owner: HM Treasury
          authority_role: uk_financial_service_complaint_guidance
          resource: https://www.gov.uk/complain-financial-service
          coverage: Routes consumers through firm complaint and Financial Ombudsman Service handoffs.
          exclusions: Does not decide authorization, affordability, enforceability, redress or court time limits.
      - <<: *family_defaults
        id: contact-trading-standards
        title: Contact Trading Standards
        aliases: [report rogue trader, local consumer enforcement, report illegal sale]
        description: Give the designated consumer-advice or local enforcement route facts about a trader, product or practice and retain the referral boundary.
        situations: [A consumer or business has information about a potentially unlawful trading practice.]
        user_needs: [Use the correct advice gateway and understand that enforcement action is an authority decision.]
        source:
          <<: *source_defaults
          id: contact-trading-standards-primary
          title: Find your local Trading Standards office
          owner: Department for Business and Trade
          authority_role: england_wales_scotland_trading_standards_locator
          resource: https://www.gov.uk/find-local-trading-standards-office
          coverage: Routes Great Britain users to the designated consumer service or local Trading Standards contact.
          exclusions: Does not create an investigation, decide an offence or promise individual redress.
      - <<: *family_defaults
        id: use-sector-ombudsman
        title: Use a sector ombudsman
        aliases: [independent complaint reviewer, ombudsman after final response, escalate unresolved service complaint]
        description: Complete the provider's complaint stage, identify the recognized scheme for the sector and submit within its current jurisdiction and scope.
        situations: [A consumer complaint remains unresolved after the responsible provider's required internal process.]
        user_needs: [Verify the ombudsman or redress scheme and keep sectors, jurisdictions and binding powers distinct.]
        dependency: recognized-sector-ombudsman-or-redress-scheme
        source:
          <<: *source_defaults
          id: use-sector-ombudsman-primary
          title: Consumer rights
          owner: Competition and Markets Authority
          authority_role: uk_consumer_redress_handoff
          resource: https://www.gov.uk/consumer-protection-rights
          coverage: Routes consumers to public advice that can identify sector-specific complaint and redress services.
          exclusions: Does not identify one ombudsman for every issue or establish scheme jurisdiction or acceptance.
      - <<: *family_defaults
        id: make-small-money-claim
        title: Make a small money claim
        aliases: [small claims court, claim money owed, county court money claim]
        description: Send the required pre-action information, use the correct court or online claim route and retain service, response and judgment records.
        situations: [A person or organisation seeks a civil money remedy within the applicable court process.]
        user_needs: [Find the jurisdiction-specific claim route without legal advice or an outcome prediction.]
        source:
          <<: *source_defaults
          id: make-small-money-claim-primary
          title: Make a court claim for money
          owner: HM Courts and Tribunals Service
          authority_role: england_wales_money_claim_service
          resource: https://www.gov.uk/make-court-claim-for-money
          coverage: Provides England and Wales online and paper money-claim handoffs and fee information.
          exclusions: Does not advise whether to sue, calculate limitation or interest, draft a claim or predict judgment or recovery.
      - <<: *family_defaults
        id: cancel-distance-contract
        title: Cancel a distance contract
        aliases: [online purchase cooling off period, cancel phone order, return internet purchase]
        description: Notify the trader through a durable route and preserve dispatch, delivery, cancellation and return evidence under the applicable contract rules.
        situations: [A consumer wants to cancel goods or services bought online, by telephone or away from business premises.]
        user_needs: [Identify exemptions, trader information and return responsibilities without calculating a deadline.]
        source:
          <<: *source_defaults
          id: cancel-distance-contract-primary
          title: Online and distance selling
          owner: Department for Business and Trade
          authority_role: uk_distance_selling_guidance
          resource: https://www.gov.uk/online-and-distance-selling-for-businesses
          coverage: Explains trader information, cancellation and refund duties for UK distance selling.
          exclusions: Written for businesses and does not decide whether a transaction or exemption applies.
      - <<: *family_defaults
        id: challenge-unfair-contract-term
        title: Challenge an unfair contract term
        aliases: [unfair small print, excessive cancellation clause, consumer contract term complaint]
        description: Preserve the contract and trader communications, state the disputed effect and use advice, regulator, ombudsman or court routes as applicable.
        situations: [A standard consumer term may create a significant and non-transparent imbalance.]
        user_needs: [Find authoritative guidance while leaving fairness and enforceability to the accountable body.]
        source:
          <<: *source_defaults
          id: challenge-unfair-contract-term-primary
          title: Unfair terms in consumer contracts
          owner: Competition and Markets Authority
          authority_role: uk_unfair_terms_guidance
          resource: https://www.gov.uk/government/publications/unfair-contract-terms-cma37
          coverage: Publishes CMA guidance on the UK unfair-terms regime and enforcement approach.
          exclusions: Does not provide legal advice, interpret an individual term or determine enforceability or remedy.
      - <<: *family_defaults
        id: report-product-safety-issue
        title: Report a product safety issue
        aliases: [dangerous product report, product recall concern, unsafe item complaint]
        description: Stop unsafe use where necessary, preserve product and incident details and report to the seller and designated safety authority route.
        situations: [A consumer product may present an injury, fire, electrical, chemical or other safety risk.]
        user_needs: [Identify urgent care, fire, seller, Trading Standards and product-safety reporting boundaries.]
        source:
          <<: *source_defaults
          id: report-product-safety-issue-primary
          title: Product safety for consumers
          owner: Office for Product Safety and Standards
          authority_role: uk_product_safety_guidance
          resource: https://www.gov.uk/guidance/consumer-products-reporting-product-safety-issues
          coverage: Routes consumers to product-safety alerts, recall checks and reporting information.
          exclusions: Does not assess a product, diagnose injury, order a recall or determine liability or compensation.