SCENARIOS
Best answerPossible riskNot recommended
Every option is rated with a reason, then the model answer shows what a strong reply looks like.
Customer-Issue Training For UK Teams
Practical training that helps your team handle customer issues with care.
26 short topics built around UK consumer-law risk. Each one takes about 20 minutes: learn, keep the quick card, practise on realistic scenarios, then check what stuck.
- Practice scenarios with model answers
- Quizzes with instant feedback
- Final assessment and completion record
Enquire About VeraTrainTry A Sample Scenario
Risk screening, not legal advice.
26topics
52practice scenarios
208quiz questions
8step-by-step guides
8spot-the-problem exercises
80%pass mark for the record
What's Inside
Every topic works the same way.
Four steps, about 20 minutes. Click through a real topic, Total Price And Hidden Fees. Customers and businesses in the examples are invented.
STEP 1 · ABOUT 8 MINUTES
Plain-English explainers
Short sections on what the rules expect and what that means at the front line, each with its official source and the date it was checked.
Total Price And Hidden FeesLearn
The price a customer first sees should include every fee they cannot avoid: mandatory fees, delivery charges and taxes. Optional extras, like next-day delivery, can be shown separately.
Source: CMA, Unfair commercial practices (CMA207), chapter 4.
STEP 2 · PRINT AND KEEP
A card for the desk
The key points, when to escalate, what to record, and what to say (and not say), on one printable card.
Quick CardPrint and keep
Key points
- Mandatory charges belong in the total shown.
- Optional extras may be shown separately.
- Check the real journey before replying.
Say this"Let me check what was shown at each step of your order."
Not this"You must have missed it."
STEP 3 · PRACTICE
Live-style conversations
Staff read what the customer says and choose a reply. The customer reacts to each choice, so they feel the difference good wording makes.
ChatInvented example
Why is there a fee at checkout? It wasn't on the product page.
Let me check what was shown at each step of your order.
The customer feels heard. You recorded what they saw and escalated a possible pricing risk.
STEP 3 · PRACTICE
Realistic scenarios
Two scenarios a topic, each with order details, questions and a model answer to compare against.
The Total Changed At CheckoutInvented example
"I saw £90 on the product page and I've been charged £95. Your site says delivery is included."
What do you check first?
What the product page, basket and each checkout step showed.
Then reveal the model answer and compare.
STEP 4 · 8 QUESTIONS
A quick knowledge check
Eight questions with feedback straight after each answer, so mistakes become learning, not just a score.
Question 2 of 8Check
What is drip pricing?
A. Revealing unavoidable charges later in the purchase.
B. Monthly payments.
Correct. Feedback appears straight after each answer.
26 Topics
From faulty goods to vulnerable customers.
Topic 1 of 26
Faulty Goods And Refunds
What a customer can ask for when goods are faulty, not as described or not fit for purpose.
Topic 2 of 26
Changing Your Mind Online
The 14-day cancellation period for goods bought online, by phone or by mail order.
Topic 3 of 26
Late And Missing Deliveries
When goods should arrive, who is responsible until they do, and what a customer can do if they are late.
Topic 4 of 26
Faulty Digital Content
What a customer can ask for when an app, download, game or e-book does not work properly.
Topic 5 of 26
Services Done Badly
What a customer can ask for when a service is not done with reasonable care and skill, not as promised, or not on time.
Topic 6 of 26
Gift Cards, Vouchers And No Receipt
How to handle lost receipts, change-of-mind returns, gifts and voucher questions without overstating or underselling the customer's rights.
Topic 7 of 26
Second-Hand And Refurbished Goods
How the Consumer Rights Act 2015 standards apply when a business sells used, pre-owned or refurbished goods.
Topic 8 of 26
Guarantees And Warranties
How free guarantees and paid extended warranties sit alongside the customer's rights under the Consumer Rights Act 2015.
Topic 9 of 26
Card Refunds: Chargeback And Section 75
What section 75 of the Consumer Credit Act 1974 and card chargeback are, and how front-line teams should respond when a customer mentions them.
Topic 10 of 26
Total Price And Hidden Fees
Why mandatory charges belong in the price the customer sees first, and what to do when they do not.
Topic 11 of 26
Countdown Timers And Stock Claims
When "ends tonight" or "only 2 left" may be a possible risk.
Topic 12 of 26
Was Prices And RRPs
What to do when a customer questions a crossed-out price or an RRP.
Topic 13 of 26
Fake And Incentivised Reviews
How to handle customers who mention fake reviews, and requests that could create them.
Topic 14 of 26
Subscriptions And Cancelling
How to help customers who want to cancel, and the new rules the government has planned.
Topic 15 of 26
Pressure Selling
What the CMA says about aggressive practices, and how to sell without pressure.
Topic 16 of 26
Pricing Mistakes
What to do when a price on a shelf, label or website is wrong, and why the answer can depend on the business's terms and when a contract is made.
Topic 17 of 26
Unfair Terms And Small Print
When a term in your contract, terms and conditions or a notice may not bind the customer, and what "fair and transparent" means.
Topic 18 of 26
Marketing Emails, Texts And Calls
The PECR rules on marketing emails, texts and calls: consent, the soft opt-in, unsubscribing and screening calls.
Topic 19 of 26
Influencers And Social Media Ads
How paid or gifted social media posts must be clearly labelled as ads, and what brands are responsible for.
Topic 20 of 26
Customers Who May Be Vulnerable
How to notice when a customer may need extra care, and what to do.
Topic 21 of 26
Complaints And ADR
Handling a complaint well, and the new duty to tell customers about ADR.
Topic 22 of 26
Requests For Personal Data
How to recognise a subject access request and pass it on quickly.
Topic 23 of 26
Accessibility And Reasonable Adjustments
The duty on businesses that serve the public to make reasonable adjustments for disabled customers, and what that looks like at the front line.
Topic 24 of 26
Difficult And Abusive Conversations
How to calm a heated conversation, keep yourself safe, know when to end a call, and still deal with the complaint.
Topic 25 of 26
Product Safety And Recalls
The general safety rules for consumer products, the duty to notify authorities about unsafe products, and what to do when a customer reports a safety problem.
Topic 26 of 26
Keeping Records And Escalating
How to keep clear, fair and accurate case notes, and how to hand a case on so nothing gets lost.
Try One Now
A two-minute sample scenario.
Pick a reply. Each answer is rated, with a reason. Invented example; nothing you pick is saved or sent.
"My new kettle stopped working after three weeks. I want my money back, not a repair."
What would you say first?
Not recommended
Within 30 days, a customer can usually reject faulty goods and get a refund. Saying "only repairs" may not meet that right.
Best answer
You acknowledge the problem and gather the facts you need. At three weeks, a refund is likely to be the right outcome if the kettle is faulty.
Possible risk
The customer's rights are against you, the seller. Sending them to the manufacturer can delay a remedy they are entitled to.
Source: Consumer Rights Act 2015, section 22 (short-term right to reject, 30 days), legislation.gov.uk, checked 19 October 2026.
How Answers Are Scored
Clear feedback at every step.
REPLY BUILDER
4 of 5 good phrases used
Staff build a written reply and see which helpful phrases they used and which risky ones to avoid.
FINAL ASSESSMENT
84%
Passed: 21 of 25
Pass mark 80%
25 random questions from all topics. A pass unlocks a printable completion record. Example score.
How It Works
Simple to set up and run.
- 1
We set up your access
Sign in with a work email and a 6-digit code. No passwords to manage.
- 2
Pick a learning path
Ready-made paths for customer service, sales and marketing, and managers.
- 3
Learn and practise
About 20 minutes a topic, on any device, with instant feedback.
- 4
Assess and record
The final assessment and a completion record for each person who passes.
For Managers
Everything you need to run it.
- Team Progress: each person's scores, the team's weakest topics, and who has not finished, with a one-click reminder
- One sign-in per person, with no passwords: add and remove your own team
- Manager Pack: how to run short team sessions, plus the answer keys
- Learning paths for customer service, sales and marketing, and managers
- Case studies from official ASA and ICO rulings
- A completion record for each person who passes
- "What's changed" updates when guidance moves
VERACREST SKILLTRAIN
Completion Record
Sam Example, Example Outdoor Store
Final assessment passed: 84%
Plans
MONTHLY
Team Plan
About 10 seats, all topics, scenarios, quizzes, guides and the Manager Pack.
£250 to £400 a month
Before VAT
Service in development
PER SEAT
Additional Seats
Add people beyond the team plan.
£20 to £30 a seat
A month, before VAT
Service in development
ADD-ON
Scenario Packs
Extra scenarios for specific customer issues in your sector.
Price in drafting
Service in development
Pricing Disclaimer. Our pricing structure is in the drafting phase. The amounts listed on this page do not mean that these will be the confirmed amounts when the service rolls out.
Who It's For
Support teams
Customer service, returns and complaints.
Team leaders
A consistent baseline for every new starter.
Growing retailers
Realistic practice, not a reading list.
What We Don't Do
We don't certify your staff or provide legal training. VeraTrain helps people spot and handle possible issues; it doesn't replace advice from your solicitor.
Questions
What is in the training?
26 topics, each with a short explainer, a quick card, practice scenarios and an 8-question check, plus guides, case studies, a glossary, a phrase bank and a final assessment.
Does it certify my staff?
No. People who pass the final assessment can print a completion record. It is not a qualification and it is not legal training.
Can I buy it now?
Not yet. Services cannot be purchased while the site is in development. Pricing is in drafting.
How do we sign in?
With a work email and a 6-digit code we email you. There are no passwords to manage.