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
Our experts provide advice to members every day on a range of issues. To see if yours is one we cover answer the questions below.
Before we start, we need to check if you have already instructed a solicitor or other legal professional to advise you in this matter.
Why do we need this?
For regulatory reasons we can't advise if you have formally instructed a legal professional for the issue you're seeking advice for. If you have had a free appointment with a professional or an organisation such as Citizen's Advice Bureau, click 'No' I haven't'.
- Access our experts in consumer law, travel, motoring, landlords & tenancy, wills & probate and more
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- Access our experts in consumer law, travel, motoring, landlords & tenancy, wills & probate and more
- Get clear guidance on your next steps from experts you can trust
- Unlimited calls – speak with us as often as you need
- Cover for your whole household
- Regular news and advice emails
Read our common questions
Matthew Tribble
Matthew has been qualified since 2013 and in that time has advised on a range of issues from consumer matters to issues with insurance.
See profile 
Ian Hawkins
Ian focuses on providing practical consumer law advice that our members can apply in the most effective way possible.
See profile 
Rebecca Turnbull-Simpson
Rebecca advises on general consumer disputes and litigation but specialises in property disputes, in
particular landlord and tenant and residential leasehold disputes.
