There is a lot of information on the internet for consumers, explaining their rights and telling them what to do to complain about goods or products they buy, but rather less to help retailers.

This course has been written from the perspective of the RETAILER. It’s for anyone who sells goods or products to the public.

It’s a practical guide to consumer law. It’s all about making sure products meet legal standards and knowing what customers’ rights are – in order to stay within the law when dealing with a complaint.

The Consumer Rights Training for Retailers selling goods looks at The Consumer Rights Act 2015 in depth, terms & conditions between the seller and the customer and how to effectively deal with customer disputes, including the Alternative Dispute Resolution.

Consumer Rights Training for Goods Retailers

1. Background

In this section we take a quick look at basic definitions used in the Consumer Rights Act and who and what the Act applies to.

2. The Consumer Rights Act

This section looks at the Consumer Rights Act regarding goods. It explains the standards which must be met by your products and what you must do if a customer complains about them. It includes a very useful step-by-step guide to the process of handling complaints.

3. Terms and Conditions

This section covers fair wording. It looks at terms and conditions, notices and contracts. It talks about greylisted terms and blacklisted terms. A downloadable pdf explains what shouldn’t be said and what can’t be said. Use of any of these terms is likely to be challenged!

4. Disputes

Usually, if a customer complains about a product they’ve bought it can be resolved directly with them, face-to-face. However, sometimes this does NOT resolve the problem. We look at what happens next, including using Alternative Dispute Resolution instead of going to court.


Duration: 35 Minutes


Get in touch on 01206 363710 or to request a free trial.