Supply of digital content: what to do if things go wrong

This guidance is for England, Scotland and Wales

The Consumer Rights Act 2015 gives you important rights when you make a contract with a trader for the supply of goods, services and digital content.

Complaining about digital content may not seem as straightforward as complaining about goods and services. Know your rights and find out what you can do if things go wrong before making a purchase.

This guide gives you an overview of the key rights you have when a trader supplies digital content to you, and a clear direction to follow when you want to complain.

SUPPLY OF DIGITAL CONTENT: AN OVERVIEW OF YOUR RIGHTS

Before you contact the trader with a complaint about the digital content that has been supplied to you, know your rights and make sure you have a clear understanding of what you are entitled to and when you are entitled to it. The chart below gives you an at-a-glance view of your key rights and remedies when digital content is not of satisfactory quality, not fit for a particular purpose and not as described.

However, if you need it, the 'Supply of digital content: your consumer rights' guide gives more in-depth information.

Attached is a flowchart showing an overview of your rights. Follow the arrows of the same colour to find out which key remedy applies to which key right.

WHAT TO DO IF THINGS GO WRONG

In most cases, you will be satisfied with the digital content that has been supplied to you and will have no need to complain to the trader, but in the event of a problem, follow the steps below:

read the terms and conditions of the streaming service you are considering using before you go ahead
most digital content will be supplied 'at a distance', which means without face-to-face contact with the trader. The trader must give you, before the contract is made, certain important information about the digital content: the total price, payment arrangements, how the digital content will be delivered, their name and contact details, after-sales information, information on the right to cancel (including when this right is lost) and details of any complaints-handling policy they may have. This information must be given or made available to you in a way that is appropriate to the means of distance communication used
check before you commit yourself to the purchase whether you are agreeing to download the digital content before the 14-day cancellation period ends. If you want the trader to supply it before the end of the cancellation period, you must give your express consent and acknowledge that your right to cancel will be lost. This is designed to stop you from cancelling after you have downloaded the digital content
check the format and the version of the digital content before you go ahead with the purchase
most information will be prominently displayed, but you may find some of the information in 'terms and conditions', 'FAQs' or 'settings'
act as soon as you become aware there is a problem with the digital content
make sure you have followed the download / streaming instructions carefully
the trader must provide, where applicable, pre-contract information on the digital content's functionality and compatibility. Check to see if you were given this information
make a note of why you believe the digital content is faulty in case you miss out some important details
is your internet service provider, cable provider or mobile network operator responsible for the problem rather than it being due to a fault with the digital content? Check before you complain
keep a record of events: when you complained and to whom and what they said they could do and by when
if relevant, take a screenshot on your PC, laptop or smartphone or use another device to take a video of the screen as evidence of the problem
keep copies of emails sent and received
be prepared to be asked questions about your device - for example, the trader may check if the digital content is compatible or that your device can support an upgrade
you may have a number of ways to contact the trader. Schedule a telephone call from the trader to you, use web chat or send an email
use social media to make a complaint or report a concern; it may get a quick response
some traders will generate a draft customer support email for you that has some of your device details / identification automatically included
if the digital content fails to download or stream, try it again. If this fails, then contact 'customer support' for assistance
if the digital content successfully downloads or streams but is not of satisfactory quality, not fit for purpose or not as described, make a note of the problem and check it against the advertised product
ask for a repair (to put the problem right) or replacement in the first instance
if a repair or replacement is not possible, does not work, is too costly, would take too long or would be significantly inconvenient, contact the trader for a refund or a reduction in price
if you did not get sufficient online access to the digital content - for example, if the film you streamed was removed before you viewed it in full, then make a note of the time you had to view it and complain to the trader
if you believe the digital content - this applies to free digital content as well as paid for - has damaged your device or other digital content, write down details of the problem and your financial loss, and contact the trader setting out your claim for reimbursement
watch out for automatic renewal of digital subscriptions. Check the terms and conditions to find out how to turn off auto-renew. If it is not apparent, report it to the trader's customer support service
take note that a minor defect in complex digital content may not count as a fault, unless it affects functionality - it depends on various circumstances, including the type of digital content, reasonable expectations and the price you paid
if the trader does not have the legal right to supply the digital content, ask for a full refund
if you paid for the digital content using finance arranged by the trader or if you paid using your credit card and it cost more than £100 but less than £30,000, the finance / credit card provider is as responsible as the trader if the digital content is faulty. Write to or email the finance / credit card provider with details of your complaint. The 'Supply of digital content: your consumer rights' guide gives more information
if you use a debit card to buy the digital content or if you use a credit card and the price of the content is less than £100 (your rights under the Consumer Credit Act 1974 would not apply), you may be able to take advantage of the chargeback scheme. Chargeback is the term used by card providers for reclaiming a card payment from the trader's bank. If you can provide evidence of a breach of contract (the content was not supplied, for example), you can ask your card provider to attempt to recover the payment. Check with your card provider as to how the scheme rules apply to your card, whether internet transactions are covered and what the time limit is for making a claim
if you enter into a contract because a trader misled you or used an aggressive commercial practice, the Consumer Protection from Unfair Trading Regulations 2008 give you rights to redress: the right to unwind the contract, the right to a discount and the right to damages. See the guide 'Misleading and aggressive practices: rights to redress' for more information
use alternative dispute resolution as a way to resolve your complaint without going to court. As a last resort, you can take legal action against the trader in court. See the 'Thinking of suing in court?' guide for more information on these options

IN THIS UPDATE

No major changes.

Last reviewed / updated: May 2024

Key legislation

Please note

This information is intended for guidance; only the courts can give an authoritative interpretation of the law.

The guide's 'Key legislation' links may only show the original version of the legislation, although some amending legislation is linked to separately where it is directly related to the content of a guide. Information on amendments to legislation can be found on each link's 'More Resources' tab.

For further information in England and Wales contact the Citizens Advice consumer service on 0808 2231133. In Scotland contact Advice Direct Scotland on 0808 164 6000. Both provide free, confidential and impartial advice on consumer issues.