If you've had a problem shopping online

When something goes wrong with an online order, getting it sorted can be tricky. What if you’ve bought something from a company outside the UK? What if you’re unhappy with a private seller on a platform such as eBay or Facebook marketplace? And what if you can’t get a reply to a complaint?  

Don't settle for bad service

Whenever you buy something brand new in the UK, you’re protected by your consumer rights. But these usually won’t help if you’re buying through online auctions or from overseas. Most well-known platforms have a dispute resolution process, but it can still be difficult and time-consuming to get your money back. Knowing where you stand and who to speak to can help save you time and money.

How we can help

Our team of legal experts has helped thousands of consumers like you get their online shopping problems sorted. When you speak to us on the phone we’ll take the time to properly understand what’s gone wrong and what, if anything, the seller has done to try and put it right. Then we’ll talk you through the steps you can take to get the outcome you want, and give you the confidence to go after a proper resolution. We will:

• listen to the problem and explain what your rights are
• talk you through the different ways you might be able to resolve the situation
• help you understand what steps you can take to get the outcome you’re looking for