Know your rights
Your rights under UK consumer law
The Consumer Rights Act 2015 stops companies relying on unfair small print, and the Direct Debit Guarantee lets you reclaim unauthorised payments. Here is what those protections mean in plain terms.
Three tools
The legal protections that matter
Three protections give you real leverage when a subscription behaves badly.
Legislation
Consumer Rights Act 2015
Terms must be fair and transparent. Unfair clauses, including hidden fees and unreasonable cancellation barriers, can be challenged and may not be binding on you.
Payments
Direct Debit Guarantee
Your bank must refund any unauthorised or incorrectly collected payment. You can claim this back for up to eight weeks from the date of the payment, even if the company disagrees.
Contracts
Cooling-off period
Goods bought online or by phone usually carry a 14-day right to cancel. Services may have similar rights, depending on when they begin and what was agreed.
Cancellation guide
How to stop an unwanted direct debit
01
Check your rights first
Confirm whether a cooling-off period applies and read the terms for any cancellation rules the company must follow.
02
Cancel in writing
Send a dated letter or email stating that you are cancelling the contract and asking the company to stop taking payments. Keep a copy.
03
Contact your bank
Ask your bank to cancel the Direct Debit instruction. Mention the Direct Debit Guarantee if the payments were unauthorised or continued after you cancelled.
04
Claim a refund
If payments were taken without authorisation, claim a refund from your bank within eight weeks. Escalate to the Financial Ombudsman Service if the bank refuses.