Paid for something that wasn't right —
and the trader won't put it right?

If the points below describe your situation, this is where we can help.

• What you got isn't what you paid for Goods that are faulty, not as described, or didn't last as they should. Work done without reasonable care and skill — the builder, garage, or installer who left you worse off. A service that simply wasn't delivered.
• You've complained — properly — and got nowhere Refused, ignored, endlessly "escalated", or offered a token gesture that doesn't come close. You've given them a fair chance to fix it.
• The free routes don't fit — or you've tried them You paid by bank transfer or cash, so there's no card protection to claim through. The trader isn't in an ombudsman scheme — or the scheme route went nowhere. What's left is the court route.
• The amount is worth fighting for Somewhere between a few hundred pounds and several thousand — real money, squarely in small claims territory, where the court process is designed for people without lawyers.
• A solicitor would cost more than the claim is worth There's no legal aid for consumer claims, and solicitor rates swallow a £1,500 dispute whole. What you need is the paperwork done properly — the letter, the claim, and the evidence behind them.

Most consumer disputes are resolved without court — and some of the strongest routes cost nothing. Try these first, depending on how you paid and who you bought from.

Every pack is built around the specific facts of your purchase — what was promised, what was delivered, what it's cost you, and the trail of complaints in between. Here's what's in a typical pack.

• Letter Before Action The formal letter the court expects you to send before issuing a claim — what went wrong, which Consumer Rights Act rights apply, what you want, and the deadline. For many traders, this letter is the moment the dispute stops being something they can ignore.
• Particulars of Claim The formal written claim — the facts, the amounts, and the legal basis under the Consumer Rights Act 2015: goods must be of satisfactory quality, fit for purpose, and as described; services must be carried out with reasonable care and skill. Filed with Form N1 or through Money Claim Online.
• Witness Statement Your signed, structured account — what was agreed, what was delivered, what you've done about it. Ready to sign with a Statement of Truth.
• Chronology A dated timeline from purchase to the latest brush-off — order, delivery, faults appearing, complaints made, promises broken. Courts expect this in small claims bundles.
• Exhibit Index Every piece of evidence — receipts, the advert or listing, photos of the faults, quotes for putting things right, the complaint correspondence — numbered, described, and easy for a judge to navigate.
• Evidence Gap note What's missing and where to get it before a hearing. For example: an independent inspection report for a faulty vehicle, a second tradesperson's written assessment of defective work, or the archived web listing showing what was actually promised.
• Document Usage Guide A plain-English explanation of each document — what it does, when to send or file it, what to expect next. So you walk into the process knowing what every piece of paper is for.

Each form below links directly to the official GOV.UK page. These descriptions explain what each form is for — not whether you should file it. If you are unsure which step to take next, seek independent advice.

Online portals — submit or respond directly:

These organisations and websites may provide useful guidance on consumer disputes. DocketWorks does not endorse any external site — these links are for information only.