1. Understand
Identify the provider, agreement, problem and complaint stage.
Consumer Rights Knowledge Centre
Describe the problem. Find the clearest route forward.
You do not need to know the legal terminology. Quaerens Consumer Search connects ordinary descriptions of a problem with free Complaint Packs and practical guidance—without creating an account or sending your search to Quaerens.
Describe what happened to see relevant tools and guidance.
Not sure where to start?
Start with the stage you have reached.
The right route depends not only on the subject, but on what has already happened.
I need to make the first complaint
Choose a specialist free Complaint Pack for the goods, service, payment or provider involved.
Browse free packs →A refund was agreed but has not arrived
Use the missing-refund route once entitlement is no longer the main dispute.
Open Refund Not Received →My complaint was rejected or ignored
Organise the original complaint, response, unanswered points and escalation position.
Open Formal Escalation →Someone already owes me money
Separate debt recovery from a first-stage complaint about goods or services.
Open Debt Recovery →My issue does not fit a specialist pack
Start with the general consumer route without inventing a specialist match.
Open General Consumer Complaint →I want to understand before acting
Learn how evidence, chronology, payments, responses and practical next steps fit together.
Learn first →Popular Complaint Packs
Common routes consumers use.
Every route is free, browser-first and designed to produce an organised complaint file.
Retail Refund & Faulty Goods
Faulty, damaged, misdescribed or rejected goods and refund disputes.
Build free pack →Section 75
Credit-card purchase protection complaints and supporting evidence.
Build free pack →Bank Complaint
Frozen accounts, transfers, charges, restrictions and complaint handling.
Build free pack →Flight Compensation
Flight delay, cancellation, rerouting and airline-response evidence.
Build free pack →Used Car
Vehicle condition, description, dealer response, repair and rejection.
Build free pack →Home Improvement
Deposits, unfinished projects, delays, defects and workmanship evidence.
Build free pack →Free DIY Complaint Pack directory
72 live specialist and stage-based Complaint Packs.
Core links are available below even if search is unavailable. The directory and search always use the same current list of live Complaint Packs.
Travel, holidays and events
14 live free Complaint Packs
Cruise CompensationOpenTrain DelayOpenAirbnb RefundsOpenFlight CompensationOpenLost LuggageOpenHoliday CompensationOpenHoliday IllnessOpenTravel InsuranceOpenHotel ComplaintOpenEvent Ticket RefundOpenWedding & Event SupplierOpenHoliday Park & Static CaravanOpenCoach & Bus TravelOpenTicket Resale PlatformOpen
Money, banking and payments
6 live free Complaint Packs
Energy, education, insurance and other
4 live free Complaint Packs
Shopping, refunds and services
17 live free Complaint Packs
Gym CancellationOpenFurniture & ApplianceOpenParcel / CourierOpenSubscription Cancellation & RefundOpenRetail Refund & Faulty GoodsOpenWarranty & Extended WarrantyOpenRefund Not ReceivedOpenGeneral Consumer ComplaintOpenFormal EscalationOpenDelivery & InstallationOpenComputer, Laptop & ElectronicsOpenFurniture Delivery & InstallationOpenCleaning ServiceOpenStorage CompanyOpenPet Purchase & Veterinary ServiceOpenBeauty, Hair & Cosmetic ServiceOpenMembership & ClubOpen
Cars and motoring
5 live free Complaint Packs
Digital, telecoms and platforms
5 live free Complaint Packs
Home, property and trades
9 live free Complaint Packs
Digital, platforms and communications
1 live free Complaint Pack
Financial disputes
8 live free Complaint Packs
Property and housing
1 live free Complaint Pack
Property disputes
2 live free Complaint Packs
Consumer Rights Knowledge Hub
Learn before you act.
Evidence-led guidance helps you understand what matters, distinguish routes and prepare a clearer complaint.
Evidence before opinion
Identify relevant, reliable records and explain evidence gaps honestly.
Read evidence guide →Build a chronology
Arrange purchases, promises, problems, complaints and responses in date order.
Read timeline guide →Section 75 vs Chargeback
Understand the different payment routes without assuming either automatically applies.
Compare payment routes →When a company ignores you
Record deadlines, unanswered points, follow-ups and the next proportionate step.
Read escalation guide →Present financial losses
Separate payments, refunds, direct costs and unsupported estimates.
Read financial guide →From problem to resolution
See how facts, evidence, chronology and a practical requested outcome fit together.
Read process guide →The Quaerens method
Evidence before opinion. Organisation before escalation.
A strong complaint is not made stronger by exaggeration. It becomes clearer when the agreement, events, evidence, financial position and requested outcome can be followed.
2. Organise
Build a chronology and connect each important point to evidence.
3. Act
Use the closest free DIY route, learn more, or choose an appropriate specialist pathway.
Plain-English principles
What good complaint preparation includes.
The agreement
What was bought, promised, represented or contracted.
What happened
The difference between the agreed and actual position.
The evidence
Documents, messages, photographs, calls and reliable records.
The outcome
A clear and proportionate request supported by the facts.
Frequently asked questions
Using Consumer Search and Complaint Packs.
Is everything free?
Consumer Search, Knowledge Centre guidance and the listed DIY Complaint Pack Builders are free. Specialist or Guided Support pathways are separate and are never implied to be universally free.
Does search store my complaint?
No. Search runs in your browser. It creates no CRM case and does not need personal details.
What if several routes fit?
Compare the explanations. Payment protection, the subject dispute and complaint stage can all be relevant without being the same route.
Does Quaerens decide my legal rights?
No. The tools organise information and evidence. Outcomes depend on the facts, evidence, current rules, deadlines and the respondent.
What if I have already complained?
Formal Escalation may fit where an original complaint was rejected, ignored or inadequately answered.
What if no specialist route fits?
Use the General Consumer Complaint Pack or read broad preparation guidance. Search will not fabricate a specialist result.