You have tried everything. You have complained to the organiser, escalated through every available channel, attempted chargebacks, and written to every email address you can find. The organiser or ticketing platform still will not give you the refund or compensation you believe you are owed. Small claims court exists precisely for situations like this. It is more accessible than most people think, and you do not need a solicitor. Here is how it works.
What is small claims court?
The small claims track is part of the County Court system in England and Wales. It is designed to handle disputes with a value of up to £10,000 in a way that is proportionate, affordable, and accessible to people without legal representation. The vast majority of small claims are handled by individuals representing themselves.
In Scotland, the equivalent is the Simple Procedure, which handles claims up to £5,000. In Northern Ireland, the small claims court handles claims up to £3,000.
Is small claims court right for your ticket dispute?
Small claims court is suitable when:
- You have a clear breach of contract (the event was cancelled with no refund, or the event was significantly not as described)
- You have evidence to support your claim
- The total amount you are claiming (including consequential losses) is under £10,000
- You have exhausted all other reasonable avenues of resolution
- You know who to sue (the registered company name and address of the organiser or platform)
It is not suitable when:
- The amount is trivial (the court fees may not justify a claim for very small amounts)
- You do not have evidence to support your case
- The defendant is based overseas and has no UK presence (enforcement becomes very difficult)
Court fees
Court fees in England and Wales are based on the claim amount:
- Up to £300: £35
- £300.01 to £500: £50
- £500.01 to £1,000: £70
- £1,000.01 to £1,500: £80
- £1,500.01 to £3,000: £115
- £3,000.01 to £5,000: £205
- £5,000.01 to £10,000: £455
If you win, the court fee is added to the amount the defendant must pay you. If you lose, you lose the court fee, but in small claims court you generally will not be ordered to pay the other side's legal costs (unlike higher court tracks). This makes it a relatively low-risk option.
Step-by-step process
1. Send a letter before action
Before issuing a court claim, you must send the defendant a formal "letter before action" (also called a "letter before claim"). This letter should:
- Clearly state your claim and the amount
- Set out the facts and your legal basis (e.g. breach of contract under the Consumer Rights Act 2015)
- Give the defendant 14 days to respond and settle the matter
- State that you will issue court proceedings if the matter is not resolved
This is a formal legal requirement. Courts take a dim view of claimants who do not attempt to settle before issuing proceedings. Many disputes are actually resolved at this stage, because receiving a letter before action demonstrates you are serious.
2. Issue the claim
If the defendant does not respond or refuses to settle, you can issue your claim online through Money Claims Online (moneyclaims.service.gov.uk). You will need:
- The defendant's full legal name and registered address (check Companies House for companies)
- A clear statement of your claim (what happened, why the defendant is liable, and how much you are claiming)
- The court fee (payable online by card)
The claim form asks you to set out your "particulars of claim" in a text box. Keep this clear, factual, and chronological. Reference the relevant law (Consumer Rights Act 2015, Consumer Credit Act 1974 if applicable) and the specific breach.
3. The defendant responds
Once your claim is issued, it is served on the defendant, who has 14 days to respond (or 28 days if they file an acknowledgement of service). They can:
- Pay the claim: The matter is resolved
- Admit the claim: They accept liability, and the court makes an order for payment
- Defend the claim: They file a defence, and the case proceeds
- Do nothing: You can apply for judgment in default, which usually means you win automatically
4. Directions and mediation
If the claim is defended, the court will allocate it to the small claims track and issue directions (instructions about what evidence each side must provide and by when). In most cases, the court will also offer free telephone mediation through the Small Claims Mediation Service. Mediation is not compulsory, but courts strongly encourage it, and many cases settle at this stage.
5. The hearing
If mediation does not resolve the matter, a hearing will be listed. Small claims hearings are informal compared to other court proceedings:
- They typically take 30 minutes to an hour
- They are held in a private room, not an open courtroom
- The judge will actively help both sides present their case
- You do not need to stand up or use formal legal language
- Evidence is usually dealt with on paper rather than through witnesses
Bring copies of all your evidence, your correspondence with the defendant, and a clear summary of your argument. The judge will ask questions and make a decision, often on the day.
Building your case
For ticket disputes, your evidence should include:
- Proof of purchase (booking confirmation, bank statement)
- The event listing and marketing material showing what was advertised
- Evidence of the breach (cancellation announcement, photos from the event showing it was not as described, etc.)
- All correspondence with the organiser and/or ticketing platform
- Evidence of your attempts to resolve the matter (complaint letters, escalation attempts)
- Receipts for consequential losses if you are claiming these (travel, accommodation, etc.)
- The letter before action and any response
What if the defendant is a large company?
Do not be intimidated by the size of the defendant. Large ticketing platforms and event organisers are subject to the same consumer protection laws as everyone else. In small claims court, they cannot recover their legal costs even if they win, which removes the financial risk of facing a large opponent. Many large companies will settle rather than send a representative to court for a small claim.
Enforcing a judgment
If you win and the defendant does not pay, you may need to take enforcement action. Options include:
- A warrant of control (bailiffs)
- An attachment of earnings order
- A third-party debt order (freezing the defendant's bank account)
Enforcement involves additional fees, but these are recoverable from the defendant.
For related guidance, see our articles on getting a refund for a cancelled event, chargebacks for event tickets, and compensation for event problems.
Disclaimer: This guide provides general information about the small claims court process in England and Wales. It is not legal advice. Court procedures and fees may change. For advice on your specific case, consider contacting Citizens Advice or a solicitor for an initial consultation.
