Categories
Deliveries Laws

How to complain about a non/late delivery

Goods must be delivered within the time frame agreed with the seller. If one hasn’t been agreed (you have agreed a time frame if the listing supplies a time frame) the trader must deliver ‘without undue delay’ and at the very latest not more than 30 days from the day after the contract is made. After this time you are entitled to a full refund.

If an item has been left and then stolen it is your responsibility if you provided details for a “safe place”. You are agreeing to it being safe! If there is a chance that it could be stolen don’t use it as a safe place! Common sense really! It has become your property as the retailer has left the item where you specified. You could possibly try and claim from your insurer.

 

 

 

 

 

However, if some fool has put it in a wheelie bin and it’s a bin day then the service has not been carried out with reasonable skill and care and you are entitled to a full refund.

A common mistake people make is to contact the courier and some retailers will try and fob you off and make you do this. However, your contract is with the trader, their contract is with the courier. Here is a template letter for when things go wrong with a delivery (put in your own information instead of the writing in bold).

Use “faithfully” when it is “Dear Sir/Madam” and “sincerely” where you know the name of the person to whom you are writing) and replace the bold with your information!

More information about your rights regarding buying online and deliveries can be found in Your rights mail order, online and deliveries.

If you don’t get a satisfactory response from the company contact the CEO. You can find the contact details for any CEO on ceoemail.com

You can purchase a templates for failures with Goods and services.

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For more templates, advice,information and guidance about your rights and the laws there to protect you from faulty goods and poor service see How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

How to complain about deliveries

Categories
Complaining about customer service Laws telecoms

How to complain effectively to telecom providers

How to complain about your telecom provider

Telecoms and Energy – the worst sectors. Dreadful. I get asked a lot about how best to complain in these sectors. I have therefore provided the links you might need below.

Broadband, Mobiles, line rental, packages

If you have taken out a line rental, broadband or mobile contract since 23 January 2014 under new Ofcom rules you can cancel their contract penalty-free if a provider ups its monthly prices mid-term and didn’t warn you about the rise when you signed up.

lap top on woman's knees phone in one hand telecoms

Your rights and your telecom provider

How to complain about broadband speeds/service interruptions

Mis-sold a contract? How to get out of it 

How to end 3 problems with your mobile ‘phone (& get your money back) – Faulty phone, network coverage, mis sold contract

All you need to know about roaming charges  – tips for before you go abroad and how to complain about charges

Mobile phone companies called out for overcharging loyal customers and how to call them out on it and get redress

It’s payback time for broken broadband  – Ofcom proposals for guaranteed payback on service breaches, companies sign up. BT, Sky, TalkTalk, Virgin Media and Zen Internet – currently serving around 90% of landline and broadband customers in the UK have signed up. The implementation period is set to be 15 months which takes us to February 2019.

Telecom providers in the news

Vodafone fined £4.6m for breaches of consumer protection laws

All you need to know when your phone/energy bill is wrong this was about the Vodafone fiasco with their billing system and provides advice about how to complain when your bill is wrong and provides other useful links.

Vodafone incorrect billing your rights discussed on Moneybox

EEnormous bills, Ofcom fine and how to complain about incorrect bills

Plusnet gets a “minus” – and a big fine – for incorrect billing billing ex customers

Virgin on the ridiculous – UKTV dropped. Your RIGHTS! Virgin changing your bundle your rights about this breach of contract! What you can do too if your provider changes your bundle.

More advice for complaining to telecom providers

First and most importantly Why you should write not ‘phone to complain effectively Telecom providers seem to make it difficult for you to email but read this post as to why it is important to write not ring.

How to take telecoms giants to task with our Consumer Fightback column: From price hikes to faulty mobile phones my column in ThisIsMoney.

Is social media an effective method for complaining? see this before you spend too much time tweeting the company.

Switching:

The importance of switching energy suppliers and telecom providers on ITV News

20 Top Tips for effective complaining

How to challenge terms & conditions (even those you’ve agreed) post giving you your rights

Discussing terms and conditions your rights on The One Show

Use ceoemail.com to find the email address of the company CEO and write to him or her particularly if the company doesn’t provide an email address for you to write to customer services!

See All you need to know to make a complaint about energy for similar on energy.

Which? survey 2019 airlines, telecoms and energy at the bottom for complaint handling

BBC Breakfast 23/08/19 Helen Dewdney discusses the Which? customer service survey

 

Further help with complaining effectively about your telecom provider

 

Cover of How to Complain updated 2019 large cow logo

 

For masses of information, tips, guidance, laws and regulations and templates GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

 

101 Habits of an Effective complainer book cover with logo

 

Want to get better at complaining? See 101 Habits of an Effective Complainer

 

 

 

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Save yourself time and effort finding the laws and wording a letter of complaint and download a template, fill in your details and get that redress

Purchase downloadable templates to gain redress

Templates for complaining about utilities

 

If, after hours of reading that little lot you still need help then please see How The Complaining Cow can complain for you!

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