The consumer protection landscape has shifted profoundly over recent years, and the stakes for compliance have never been higher. We help consumer-facing businesses stay ahead of regulatory change, manage compliance risk effectively, and turn consumer trust into a competitive advantage.
The framework protecting consumers is complex and constantly evolving. The Digital Markets, Competition and Consumers Act 2024 (DMCCA) in particular has introduced significant new rules, a powerful new enforcement regime and, for the first time, potential personal liability for senior officers. At the same time, the UK and EU consumer protection regimes are increasingly diverging, adding complexity for businesses operating across both markets.
We work with consumer-facing businesses of all kinds and sizes on UK consumer law and regulatory compliance – from early-stage ventures launching novel products and services, to established global brands managing complex, multi-market operations.
We’re as comfortable tackling novel issues at the forefront of regulatory development as we are resolving day-to-day (but no less important) compliance issues.
Our deep experience across the media and entertainment landscape – and beyond – means we understand our clients’ businesses and how consumer protection plays out in practice in the markets they operate in.
Our consumer law services
- Banned commercial practices:
- fake and misleading consumer reviews
- drip pricing
- Updated misleading and aggressive commercial practices regimes
- CMA enforcement: risk management and investigation response
- Preparing for the new subscription contract regime
- Horizon-scanning: Track regulatory developments via our DMCCA Tracker
- Drafting and reviewing consumer contracts
- Unfair contract terms and practices
- Signposting, effective incorporation and other enforceability considerations
- Advising B2B platforms to ensure their products support end-user consumer protection compliance
- Managing consumer cooling-off rights across digital content, services and goods
- Preparing for the incoming DMCCA subscription contract cooling-off rights
- Customer service team support and script management
- Complaint escalation procedures and ADR
- Multi-jurisdictional projects including global or multi-territory platform launches and entries to market
- Advising on EU retained consumer law and cross-border enforcement cooperation
- Defending and advising on consumer claims
- Regulator enforcement actions and appeals
- ADR and court-based dispute resolution
- Chargeback and payment disputes
- Pre- and post-contract information requirements
- Prominence and asymmetric design
- Accessibility, consent mechanisms and ‘nudge’ techniques
- Subscription traps and auto-renewal flows
- Bespoke compliance strategies and toolkits
- End-to-end ‘mystery shopper’ site and platform compliance reviews
- Early-stage compliance advice for novel business models, products and services
- Retrospective and ongoing compliance reviews and updates for existing products and services
- Navigating the regulatory landscape around green claims and environmental marketing.
- Managing refund, repair and replacement obligations
- Advising on statutory quality standards for digital content, services and goods
- Handling statutory remedy claims
- Consumer payment protections
- Distance selling and e-commerce compliance
- Online marketplace obligations and platform liability
- Engaging with the Advertising Standards Agency (ASA), Competition and Markets Authority (CMA), Information Commissioner’s Office (ICO), Ofcom and sector-specific regulators
- Regulatory investigations, dawn raids and enforcement response
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