Goods dispute with a UK seller: what next?
Confirm the seller, organise evidence of the agreed goods, the defect and your loss, then send a formal complaint followed by a clear letter before claim. Explore settlement and check the relevant court route before filing. Keep sourcing and inspection records from Cambridge China Bridge.
Confirm the seller and build your evidence bundle
Match the seller’s legal name across the contract, order confirmation and invoice. Check the governing-law and court clauses before choosing where to claim. Our guide to seller and agent roles explains the distinction; faulty-goods remedies covers rejection and acceptance. This guide deals with escalation after the seller has not resolved the complaint.
Create an indexed bundle containing the contract and terms, approved specification and sample records, invoice, payment evidence, delivery records, dated photographs, inspection reports and correspondence. Add a chronology and a loss schedule linking each amount to supporting documents. Separate observed defects from assumptions about their cause. Keep original files and representative faulty goods; record any storage, repair or disposal decisions.
Send a formal complaint, then a letter before claim
Use the seller’s complaint procedure and address the complaint to the contracting business. Identify the order, the agreed requirement, what arrived and the remedy you want. Attach the relevant evidence, explain your loss calculation and request a written response by a stated date. Ask the seller to identify the facts it disputes and provide any inspection or delivery records it relies on.
If the complaint remains unresolved, prepare a letter before claim stating the parties, contractual basis, facts, amount sought, calculation and proposed settlement. Say that you intend to consider court proceedings if it remains unresolved. Keep proof of sending and allow a realistic response period. Before issuing, ask a solicitor to check the applicable pre-action procedure, response period and claim deadline, particularly where the contract or losses are disputed.
Prepare for mediation with a workable settlement
Offer mediation while discussions are still possible. Prepare your preferred outcome and acceptable alternatives: a refund, replacement, repair contribution or agreed price reduction. Specify who would collect the goods, pay transport costs and check replacements. Have someone available who can approve a settlement for your business.
For the England and Wales money-claim process, if you claim £10,000 or less and the defendant disputes it, you will be told you must attend mediation. Keep the appointment instructions with your case records. Before agreeing terms, check that the payment dates, goods arrangements and scope of the settlement are clear and achievable.
Choose the court route and submit a clear claim
For England and Wales, confirm the appropriate court money-claim route with the court service or a solicitor when you seek money from the seller. Scotland and Northern Ireland have different processes. Check the appropriate jurisdiction before filing; a UK seller’s address alone is not a substitute for checking the contract and dispute. Seek legal advice if you want an order requiring action rather than payment, or if the claim is complex.
Check the current online eligibility conditions and court fees before starting. Claim by post if you cannot claim online. Use the seller’s correct legal identity and explain the agreement, breach and loss in a concise account supported by your bundle. After filing, the court will send you a letter or email stating the defendant’s response deadline. Diary that date and keep subsequent court correspondence together.
Prepare for a hearing and plan for collection
If the case proceeds to a hearing, organise your papers around the disputed issues. For each issue, identify the agreed requirement, evidence of failure and resulting loss. Follow the court’s instructions for documents and attendance. Identify who inspected the goods and what they personally observed. Explain replacement purchases and other steps you took to contain the loss, with receipts and correspondence.
If the seller ignores a court order, there are court procedures for collecting payment. Asking the court to collect payment requires a court fee. Before choosing an enforcement step, review what you know about the seller’s ability to pay and seek advice on the suitable route. Keep settlement promises, court orders and money actually received separately recorded.
Frequently asked questions
What evidence do I need for a faulty-goods claim?
Keep the contract, specification, sample approval, invoice, payment and delivery records, photographs, inspection reports and correspondence. Add a chronology and a loss schedule with supporting documents.
What should a letter before claim say?
Identify the parties, agreement, alleged breach, remedy and amount sought. Explain the calculation, attach key evidence and propose settlement. Check the applicable procedure and response period before issuing.
Do I have to attend small-claim mediation?
In the England and Wales money-claim process, if your claim is £10,000 or less and the defendant disputes it, you will be told you must attend mediation.
Does winning in court mean I will get paid?
The seller may still ignore the court order. Court collection procedures are available, and asking the court to collect payment requires a fee. Review the seller’s ability to pay before choosing your next step.