Consumer Rights Act Training
Our CPD Certified Consumer Rights Act Training is for managers, supervisors, and customer-facing staff in retail, eCommerce, hospitality, and service sectors.
The course provides clear, practical guidance on the Consumer Rights Act 2015, helping staff understand their legal responsibilities to confidently manage customer complaints, returns, and refunds. By applying the law correctly, businesses can reduce compliance risks, avoid costly disputes, and build stronger customer trust.
Interactive and self-paced, the training uses real-world examples, quizzes, and end-of-section summaries to keep learners engaged and ensure knowledge is embedded.
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Benefits of Consumer Rights Act Training
- Ensures managers, supervisors, and customer-facing staff understand their legal duties under the Consumer Rights Act 2015, reducing compliance risks.
- Builds confidence in handling customer complaints, returns, and disputes fairly and consistently, improving customer satisfaction and trust.
- Reduces the likelihood of costly claims, fines, or enforcement action from Trading Standards.
- Provides practical knowledge that can be applied immediately across retail, eCommerce, hospitality, and service industries.
- Interactive, self-paced eLearning with quizzes and end-of-section summaries keeps participants engaged and helps embed knowledge.
- CPD Certified and SCORM Compliant training.
Our accreditations mean you can be confident that we deliver high–quality, effective eLearning that forms part of a professional development programme.
We pride ourselves on our extensive certification and accreditation. We’re CPD Certified, and this course is SCORM compliant, which means it can be integrated as part of your existing LMS or used as part of our SHINE learning management system.
Learn more about our health and safety accreditations.
Ways to study
Online
You can study whenever and wherever suits you. Online courses are delivered through our SHINE platform, or to your own learning management system via SCORM.
eLearning
With eLearning, participants can access course materials at their convenience, fitting around their commitments.
- Engaging. Our courses engage learners through multimedia elements, simulations, and interactive exercises. This encourages active participation and increases learning retention.
- Tracking. Our learning management system, SHINE, enables administrators to track learners’ progress, the courses they have attended and the dates, which supports health and safety compliance.
- SCORM compatible. We offer courses as SCORM files so they can be integrated into an organisation’s existing learning management system.
- Assessment. There are multiple-choice quizzes throughout the courses so learners can check their understanding as they progress and consolidate their learning.
- Summaries. Each module concludes with a summary, reinforcing key concepts and enhancing understanding.
Our virtual classroom combines the advantages of in-person training with online learning.
- Experienced trainers. Online tutorials are led by health and safety trainers with many years of experience in the field. Learners benefit from their expertise and industry knowledge.
- Interactive. Learners can ask questions in real-time and receive immediate feedback from trainers, enhancing their understanding.
- Bespoke. Courses can be customised to meet an organisation’s specific requirements, so participants can apply what they have learned most effectively.
Virtual Classroom
Face-to-Face
Learning in-person in a collaborative environment equips your team with the knowledge and skills they need to ensure workplace safety and compliance.
- Expert trainers. Benefit from the expertise of qualified trainers with years of health and safety experience across a broad range of industries and types of organisations.
- Flexible. Choose a location convenient for your team, whether at your premises or a designated training facility.
- Tailored. Course content can be customised to align with your organisation’s specific requirements and industry challenges, ensuring knowledge can be applied effectively to your workplace.
- Supportive. Learners engage in discussions, share knowledge, and collaborate to learn from each other’s perspectives and experiences as well as from the trainer.
- Interactive. Sessions are interactive to encourage active engagement which enhances understanding and helps learners to retain knowledge. Learning is through questions, feedback, discussions, and instructor-led presentations.
What our clients say
From national pub chains to global insurance, our clients value our expertise and service.
By the end of Consumer Rights Act Training, participants will:
- Understand the scope, key provisions, and implications for consumers and businesses of the Consumer Rights Act 2015.
- Understand the roles, responsibilities, and legal obligations of retailers under the Consumer Rights Act, including managing complaints and providing remedies.
- Know effective methods for resolving consumer disputes, including legal avenues and mediation.
Introduction to the Consumer Rights Act 2015
- The purpose of the Act and the difference between business-to-consumer and business-to-business transactions.
Consumers and traders – key definitions
- How the law defines a consumer and a trader, with everyday examples.
- Why this distinction matters.
Consumer rights for goods, services and digital content
- The minimum legal standards:
- goods must be of satisfactory quality, fit for purpose, and as described;
- services must be carried out with reasonable care and skill.
Guarantees and warranties
- What guarantees and warranties are, and how they work alongside statutory rights.
- Common pitfalls to avoid.
Providing business information
- Legal requirements for displaying business identity and contact details, where this must be shown.
- Why doing so builds trust.
Cooling-off period – when customers can cancel
- The 14-day right to cancel for online and off-premises sales.
- How it works, and what traders must do.
Cooling-off exceptions
- Situations where customers do not have cancellation rights, such as personalised goods, perishable items, and started digital downloads.
Remedies for goods and digital content
- The 5 Rs – return, repair, replace, reduce, refund.
- When each remedy applies.
Remedies for services
- Rights to repeat performance or price reduction when services fall below legal standards.
Time limits on claims
- The 30-day right to reject.
- The 6-month rule (fault assumed present at sale).
- The 6-year limit for legal claims.
Handling customer returns
- Step-by-step approach to processing returns:
- proof of purchase,
- purchase date,
- reason for return,
- outcome.
Unfair terms in contracts and notices
- Requirements for clear, fair and prominent terms.
- The blacklist of banned terms and grey list of potentially unfair terms.
Resolving disputes
- The importance of quick resolution.
- The role of Trading Standards.
- How alternative dispute resolution (ADR) works.
At the end of this online training course, there are 10 multiple choice questions to answer, and the pass mark is 80%.
Who should take this course?
Consumer Rights Act Training is for managers, supervisors, and customer-facing staff in retail, eCommerce, hospitality, and service sectors who handle sales, complaints, or returns.
Course duration
This course takes approximately 60 minutes to complete.
Certificate
You will receive a certificate on successful completion of the course which is downloadable as a PDF file.
How is it delivered?
Consumer Rights Training is delivered online or through a computer network to each trainee at their desktop, laptop or mobile device. We can also provide the course to be integrated into a SCORM compliant LMS.
Training can be completed at the employee’s own pace by “bookmarking” and recording progress and returning to the training later.
Is Consumer Rights Act Training relevant to small businesses?
Yes. The Consumer Rights Act 2015 applies to all traders, from sole traders and small retailers through to large organisations. The course provides practical guidance suitable for businesses of any size.
Do I need prior legal knowledge to take this course?
No. The training is written in clear, accessible language with real-world examples, so no background in law is required. It is designed to give staff confidence in applying the Consumer Rights Act 2015 in everyday situations.
How does this training help reduce risk for my business?
By understanding and applying the Consumer Rights Act 2015, staff can resolve issues quickly and fairly, preventing escalation into formal complaints, legal claims, or enforcement action that could damage your business reputation.
Can the training be tailored for my sector?
Yes. The course covers the universal requirements of the Consumer Rights Act 2015 and includes sector-specific examples such as retail, eCommerce, hospitality, and services.
At Praxis42 we can also provide bespoke adaptations to align the training with your business needs, and compliance priorities.
What kind of support can I expect if I encounter issues with the course?
We offer full technical support to ensure a smooth experience, whether you’re using our SHINE platform or integrating the course into your LMS. Additionally, our customer support team is available to answer any questions related to course content or compliance.
Is there a discount if I need to train a large team?
Yes, we offer volume discounts for businesses that need to train multiple employees. Please contact us to discuss your requirements, and we can provide pricing based on your team size.
What happens if someone fails the course assessment?
Participants who don’t pass the assessment on their first attempt can review the course material and retake the assessment. The course is designed to support learning, with interactive elements and quizzes to reinforce understanding throughout.
How quickly can this training be rolled out to my team?
Once purchased, the course can be accessed immediately through our SHINE platform or integrated into your existing LMS, allowing employees to begin training right away.
Can I monitor employee progress throughout the training?
Yes, if using the SHINE platform, you can track employees’ progress, view completion rates, and download certificates for compliance records.
SHINE – compliance record keeping made easy
The Praxis42 Digital Platform SHINE is our advanced eLearning management system and helps organisations deliver effective online learning for their employees.
A cost-effective tool for compliance record-keeping, SHINE allows you to view and manage employee training records easily. Individual training certificates can be printed as proof of compliance for audits or visits from enforcing agencies.
lth and Safety UK a Ericsson
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