Lawyers’ Guide to Consumer Complaint Handling under UK Law: Policies, ADR, Remedies (CRA 2015, CCR 2013, DMCCA 2024), Enforcement, Product Liability, Insurance and PR
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Practice notes
This Practice Note is a practical ‘how to’ guide on managing consumer complaints. It is a clear and commercially focused document that sets out the processes, systems, policies and procedures organisations should have in place, from first contact with a consumer, right through escalation, to the subsequent PR handling and management of adverse publicity. Consumers are a sub-set of all customers. This Practice Note concentrates on specific individuals acting for purposes that are wholly or mainly outside their trade, business, craft or profession. Where this note expressly refers to customers, it means customers in their consumer capacity. Where appropriate, this Practice Note signposts readers to additional detailed content on relevant consumer law and related practice, where necessary.
Why is good customer service necessary?
It is vital that customers have a positive experience with the trader so they return again and again. Customer service processes and procedures must be capable of looking after customers, whatever the issue, and complaints must be dealt with promptly when they arise, both from a statutory point of view and for the brand’s reputation. Valuing customers and treating them with courtesy and respect will help build reputation and, over time and in the long run, this...
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Web page updated on 21/05/2026
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