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© Copyright: Citizens Advice, Sudbury, Suffolk. All rights reserved.

Authorised and regulated by the Financial Conduct Authority FRN Number 617758

Sudbury & District Citizens Advice is an operating name of Sudbury & District Citizens Advice.

Registered Office: Sudbury & District Citizens Advice, Keyse House, Acton Lane, Sudbury, Suffolk. CO10 1QN.

Charity registration number 1123466 Company limited by guarantee. Registered number: 6051096 (England and Wales)

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Telephone lines:

Monday - Thursday

10:00am - 3:00pm


Monday - Thursday

10.00am - 1.00pm

Reception opens at 9.30am. We begin advice at 10.00am on a first-come, first-served basis, subject to availability.

There is no public parking.   The nearest parking is in Girling Street car park. For those with mobility issues, we do have limited parking.  Please either phone us on the above number, or email us on advice@sudburycab.org.uk to book a disabled parking space.

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Keyse House

Acton Lane



CO10 1QN

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Citizens Advice National Website

Consumer Rights Act 2015

Consumer Rights 2015

Here's what you need to know:

 Fees and pricing, as well as other important terms in a contract, must now be both prominent and transparent. If a charge was hidden away and not brought to your attention, then a company won’t be able to enforce it. It's a huge win for consumers because it means that nasty stings can no longer be buried in the small print.

 Retailers are now obliged to give shoppers a full refund on items that turn out to be faulty, within 30 days. It's the first time a statutory time frame has been created for when consumers are entitled to get their money back. However, digital content is not a part of the 30 day rule.

 However, the law does say that digital content that is paid for, such as DVDs, ebook and music, must be of satisfactory quality, fit for purpose and as described in line with other goods.

 The law also brings in a new 'remedy system', which means that if you have had the items for longer than 30 days and up to six months, you have to give the retailer an attempt to repair or replace a faulty good. If this is unsuccessful, you’re entitled to ask for a refund or price reduction.  If you don’t want a refund or price reduction, you have the right to request another repair or replacement, at no cost to you.

 If you qualify for a refund in the first six months after you‘ve bought something, retailers now have to give you all your money back. The only exception is for cars and other vehicles, where a reasonable reduction may be made for the use you’ve had of the vehicle.

 After six months, the onus is on the buyer to prove that there was a problem with goods from the outset.

 A retailer is responsible for goods until they are in your possession, which means that they are responsible for the delivery firm that brings you goods as well.

 Unlike face to face purchases, on line purchases can be returned within 14 days even if you change your mind.

The new Consumer Rights Act; came into play on Thursday 1st October ahead of the annual Christmas splurge. It is the

biggest shake up in consumer rights law in a generation and seeks to simplify, strengthen and modernise UK consumer law and means that shoppers can no longer be hit with hidden charges or sneaky fees and it also clarifies when exactly a seller must provide a full refund to a customer who has been let down.  The rules also modernise rights around digital services and property

Returning Faulty Goods

Executive Director of WHICH, Richard Lloyd, said: “The Consumer Rights Act brings the law up to date with the modern marketplace and strengthens consumer rights”. It also consolidates the Sales of Goods Act, the Unfair Terms in Consumer Contracts Regulations and the Supply of Goods and Services Act.

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