Fair commercial practices
Do not make false, incomplete or deceptive claims about your goods or services. Do not use fraud, coercion, aggressive selling, fake reviews, subscription traps or hidden charges. Genuine price reductions, accurate comparative advertising and honest opinion remain lawful (Article 2).
Contracts, goods and services
Write contract terms in plain language; unfair terms will not bind consumers. Goods must be of satisfactory quality, fit for purpose, accurately described and reasonably durable. Perform services with reasonable care. Liability for death, personal injury or fraud cannot be excluded (Article 3).
Disclosure and product safety
Before a contract is made, disclose your identity, the total price, any recurring charges and cancellation terms. Do not knowingly supply unsafe products, and notify affected consumers and carry out recalls promptly where a safety issue arises (Article 4).
Records and redress
Keep records supporting your compliance for at least six years, and be ready to offer repair, refund, cancellation or compensation where a consumer is entitled to it (Article 6).
Support for small businesses
The Authority publishes guidance and model notices to help you comply, and will exercise proportion for minor, first-time breaches (Section 5C). Civil penalties reflect the seriousness and duration of a breach, the harm caused, your cooperation, and your compliance history (Section 5B).