Consumer Rights Act 2015 — Evidence Framework

The Faulty Goods Evidence Pack: What to Collect Before You Complain

A complete faulty goods evidence pack includes proof of purchase, dated fault documentation, all retailer communications, every repair record, and a log of consequential losses. Disputes fail at first contact not because the consumer is wrong — but because they have no organised evidence to back their position. This page gives you the complete list of what to collect and why each item matters in a formal dispute.

Why Does Evidence Determine Whether Your Complaint Succeeds?

Consumer rights disputes are not decided by who is right — they are decided by who can prove their position. A retailer who denies a fault exists will win against an unorganised consumer every time, even if the fault is obvious and the law is clear.

When you escalate to a chargeback, an ADR scheme, or the county court, you are presenting a case. Each decision-maker will look at the evidence: when the fault appeared, what you told the retailer, what they said back, and what happened to the product. Without documentation, your account is your word against theirs.

The six categories below form a complete faulty goods evidence pack. Not every case needs all six. But having all six ready means your complaint is bulletproof at every escalation point.

What Belongs in a Complete Faulty Goods Evidence Pack?

1. Proof of Purchase

  • Original receipt or order confirmation
  • Bank or credit card statement entry (must show retailer name and amount)
  • Delivery note or dispatch email
  • Loyalty card or online account order history

Note: You need at least one. A bank statement is sufficient — you do not need the physical receipt.

2. Fault Documentation

  • Dated photographs of the defect
  • Video showing the fault in operation (or failure to operate)
  • Written description: what the fault is, when it first appeared, how it has progressed
  • Any manufacturer's own fault code or diagnostic report

Note: Date your photos and videos by enabling location/timestamp in your camera app, or sending them to yourself by email immediately after taking them.

3. Communication Records

  • All emails with the retailer (sent and received)
  • Screenshots of live chat transcripts (with timestamps)
  • Copies of any letters sent and received (photograph if physical)
  • A written log of phone calls: date, time, name of staff member, summary of conversation

Note: If you called, send a follow-up email immediately: 'I called today at 2pm and spoke with [name]. We agreed that…' This converts a verbal exchange into written evidence.

4. Repair Records

  • Job sheets from every repair attempt
  • Repair completion notes or sign-off sheets
  • Return delivery notes and dates
  • Any engineer's report produced by the retailer

Note: If the retailer provides nothing in writing when they return the item, email them asking to confirm in writing what was repaired and the date it was completed.

5. Consequential Loss Evidence

  • Receipts for laundromat, food replacement, temporary hire, or hotel
  • Evidence linking the loss directly to the faulty product
  • Invoices or estimates if the fault caused damage to other property

Note: Consequential losses must be foreseeable and directly caused by the fault. Keep all receipts — even small ones. They add up and they are often recoverable.

6. Independent Inspection (if needed)

  • Written report from a qualified independent technician
  • Technician's credentials or company details
  • Clear statement of: what the fault is, probable cause, and whether it was present at purchase

Note: Required when the 6-month presumption period has expired, or when the retailer disputes the cause of the fault. The Fight-Back System includes guidance on finding and commissioning an independent inspector.

How Should You Organise Your Evidence Pack?

Organisation matters as much as collection. A folder of unsorted screenshots is not an evidence pack — it is a liability.

1

Create a dedicated folder

Name it clearly: 'Faulty [Product] Dispute — [Retailer] — [Date]'. This becomes your case file.

2

Name every file by date and type

Use a consistent format: YYYY-MM-DD_fault-photo-1.jpg, YYYY-MM-DD_email-from-retailer.pdf. This makes your evidence immediately readable to an ADR adjudicator or court.

3

Create a dispute timeline

A single document listing: purchase date, fault first noticed, each contact with the retailer (date, medium, what was said), each repair attempt (date in, date out, outcome), and escalation steps taken. This is the document you reference in every letter.

4

Back up everything

Cloud backup (Google Drive, iCloud, OneDrive) immediately. Do not keep evidence only on the device that may be at the repair centre.

Frequently Asked Questions About Faulty Goods Evidence

What evidence do I need for a faulty goods complaint?

Proof of purchase, dated fault documentation (photos and written description), all retailer communications, repair records, and a log of any consequential losses. The more organised your evidence, the harder it is for the retailer or ADR scheme to deny your claim.

Do I need the original receipt to return faulty goods?

No. Under CRA 2015, a bank statement entry, credit card statement, order confirmation email, or delivery note all constitute adequate proof of purchase. The key is showing you bought the product from that retailer at a specific price and date.

How do I prove a fault existed at the time of purchase?

Within the first 6 months, the statutory presumption under CRA 2015 s.19 means the retailer must prove the fault was not present at purchase — the burden is on them, not you. After 6 months, you need independent inspection evidence.

Can I claim for losses caused by a faulty product?

Yes. CRA 2015 preserves your right to claim damages for foreseeable consequential losses — laundromat costs, spoiled food, temporary hire. You must document these with receipts and show a direct causal link to the faulty product.

What if I don't have any written communication with the retailer?

Start immediately. Send an email to the retailer summarising the problem and the history of verbal contact. This becomes your baseline evidence. Going forward, conduct all communications in writing.

Related guides in this network:

Faulty Goods Fight-Back System

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