Consumer Rights Advisor Course

Lesson 1 • The Advisor's Professional Role

Defines the advisor's responsibilities, ethical obligations, and boundaries. Distinguishes advisory practice from legal representation.

Lesson 2 • What Consumer Rights Mean

Defines consumer rights as legally recognised entitlements in marketplace transactions. Establishes the conceptual baseline for all subsequent advisory work.

Lesson 3 • The Consumer Protection Landscape

Maps the regulatory ecosystem governing consumer transactions. Connects institutional roles to practical enforcement outcomes advisors must understand.

Lesson 1 • Subscription and Ongoing Contracts

Addresses auto-renewal, continuous payment authority, and exit rights in subscription models. Prepares advisors for a high-volume complaint category.

Lesson 2 • Cancellation and Cooling-Off Rights

Explains statutory cancellation periods and conditions for distance and off-premises sales. Enables advisors to guide clients through withdrawal processes.

Lesson 3 • Contract Formation Essentials

Covers offer, acceptance, consideration, and capacity as they apply to consumer agreements. Grounds advisors in the legal validity of everyday transactions.

Lesson 4 • Digital Goods and Service Contracts

Covers consumer rights specific to digital content, apps, and streaming services. Extends contract knowledge to the growing digital marketplace.

Lesson 1 • Defective Products and Liability

Explains strict liability principles for defective products causing harm. Equips advisors to identify viable claims and responsible parties.

Lesson 2 • Statutory Quality Guarantees

Covers implied terms of satisfactory quality, fitness for purpose, and conformity. Advisors use these to evaluate whether goods meet legal standards.

Lesson 3 • Product Safety Regulatory Framework

Outlines the obligations producers and distributors bear to ensure safe products. Connects regulatory requirements to consumer complaint scenarios.

Lesson 1 • Unfair Commercial Practices Defined

Distinguishes misleading actions, misleading omissions, and aggressive practices. Provides the analytical framework for evaluating trader conduct.

Lesson 2 • Online Marketplace Deception

Addresses fake reviews, hidden fees, and dark patterns in digital commerce. Prepares advisors for deception issues unique to online platforms.

Lesson 3 • Consumer Remedies for Deceptive Practices

Explains the legal remedies available when consumers are misled or defrauded. Connects deceptive practice identification to actionable advice.

Lesson 4 • False Advertising and Greenwashing

Covers deceptive claims in advertising, including environmental and sustainability misrepresentation. Advisors learn to spot and challenge false marketing.

Lesson 1 • Alternative Dispute Resolution Pathways

Covers mediation, conciliation, and ombudsman schemes as pre-litigation options. Advisors match the right pathway to each complaint's characteristics.

Lesson 2 • Small Claims and Tribunal Processes

Explains low-cost formal adjudication routes available to consumers. Equips advisors to support clients through tribunal or small claims procedures.

Lesson 3 • Drafting Effective Complaint Letters

Teaches the structure and tone of persuasive formal complaints to traders. Well-drafted letters increase resolution rates before escalation.

Lesson 4 • Receiving and Assessing Complaints

Establishes a systematic intake process for consumer complaints. Accurate assessment at this stage determines the most effective resolution pathway.

Lesson 1 • Payment Disputes and Chargebacks

Explains chargeback rights through card schemes and payment service protections. Provides a practical tool for recovering funds in failed transactions.

Lesson 2 • Consumer Credit Fundamentals

Explains credit agreements, key terms, and the regulatory framework governing lending. Provides the foundation for advising on credit-related complaints.

Lesson 3 • Mis-Selling of Financial Products

Identifies mis-selling indicators in insurance, investment, and credit products. Advisors use these criteria to evaluate and pursue mis-selling claims.

Lesson 4 • Debt and Arrears Management Rights

Covers consumer protections when in financial difficulty, including forbearance obligations. Advisors help clients navigate debt collection and arrears processes.

Lesson 1 • Profiling, Targeting, and Algorithmic Rights

Covers automated decision-making, behavioural profiling, and consumer rights to contest decisions. Addresses emerging digital rights relevant to modern advisors.

Lesson 2 • Consumer Data Protection Principles

Covers the core principles governing personal data processing in consumer contexts. Establishes the data rights framework advisors apply to digital complaints.

Lesson 3 • Platform Accountability and Digital Markets

Examines obligations of large online platforms towards consumers and data subjects. Connects platform regulation to practical advisory scenarios.

Lesson 4 • Data Breaches and Consumer Impact

Addresses notification obligations, consumer harm assessment, and compensation claims. Prepares advisors to respond when clients are affected by breaches.

Lesson 1 • Complex Case Analysis and Strategy

Applies a structured analytical framework to multi-issue consumer cases. Builds the strategic thinking needed to prioritise claims and maximise outcomes.

Lesson 2 • Evidence Gathering and Documentation

Covers systematic evidence collection, preservation, and organisation for consumer cases. Strong documentation is the foundation of successful dispute outcomes.

Lesson 3 • Managing Vulnerable and Complex Clients

Addresses tailored approaches for clients with mental health, literacy, or language barriers. Ensures inclusive advisory practice across diverse consumer populations.

Lesson 4 • Negotiation Tactics for Consumer Advisors

Teaches principled negotiation techniques applied to trader-consumer disputes. Advisors learn to secure favourable settlements without unnecessary escalation.