Who is this course for?

This one-day course is designed for staff in a customer-facing environment, and covers a basic knowledge of Consumer Law, both Civil and Criminal. It is ideal for individuals working on the shop floor and customer service departments, who regularly deal with customers seeking refunds and possible compensation. We can tailor this course for any retail business, including a course for managers and supervisors on request.


The aim of this session is to give an overview of consumer and trading standards law and how they relate to best practice for your business and staff. 


  • protect your business by helping staff to understand the rights of the customer and how to respond to challenges
  • provide knowledge of Civil Law to ensure you are fulfilling both your business and customer statutory rights
  • outline of Criminal Law to help ensure compliance.

Learning outcomes:

By the end of the training, each candidate will:

  • understand the role of the trading standards service
  • recognise the difference between Criminal and Civil Law
  • understand the Civil Law as it affects your business and staff
  • learn about relevant Criminal Law that affects your business and staff
  • recognise the implications of the law for your business specifically;
  1. liability of your business
  2. offences and defences established in criminal law

Course Content:

The course will cover:

  • the nature of consumer protection specifically: 
    Consumer Protection laws including Sale of Goods Act 1979, the Sale of Goods and Service Act 1982 and the Consumer Protection from Unfair Trading Regulations 2008
  • criminal law and legal defences
  • age-restricted products
  • civil contract law and implied terms
  • product safety
  • distance selling - internet
  • the role of trading standards services and what to expect from a visit
  • the Primary Authority and Home Authority principle

A simple test will be taken at the end of the training session.

The training is the perfect way to help improve customer service for your business and to retain customers.