Categories
Holidays and transport Laws

All you need to know about booking/complaining about holidays/flights/travel

Links to information, consumer rights and advice on complaining effectively regarding most problems with holidays and flights

Look out timber frame on a beach "researching, booking and complaining aabout holidays and flights. Tips, ideas and your rights"

Coronavirus related rights regarding travel, accommodation and events

Travel in the time of Coronavirus – Your rights explained what are your rights and what can you do when companies won’t play ball?

Coronavirus and travel – who’s taking advantage? Just what are those airlines doing?

Coronavirus related cancelled and postponed events your rights all you need to know about your planned event that you were going to attend

Don’t get tied in knots over wedding cancellation your rights when a venue won’t refund you in full for cancellation

Coronavirus - how to ensure you gain redress when a venue cancels

Saving money and complaining when booking a holiday

Make sure your holiday in the sun doesn’t burn a hole in your pocket advice on how to book a holiday and your legal rights

Don’t get blue this Monday, get away from it all… Money bloggers look at lots of ways to beat the holiday companies and save money when booking holidays

Not got the holiday you booked? What to do story of gaining redress for a couple who were given a holiday completely different to the one they booked and paid for

How to prevent problems when booking a holiday let (plus what to do when things go wrong) what to look for when booking a holiday let

How to prevent problems when booking a holiday let (plus what to do when things go wrong)

The essential knowhow regarding medical care when you book a holiday! all about health

How to complain when booking a service based in the EU booking on a non UK but within EU site

How to complain about hotels

How not to be ripped off by a hotel your rights when you have a bad stay

Rip Off Britain 10/05/2017 How to complain about hotels

Where there’s blame there’s a claim (even when there isn’t?) details on complaining about food poisoning real and fake

Your rights when your hotel overbooks your rights and what to do

The ultimate guide to complaining when eating out your rights when booking and eating out

How to complain about food in restaurants, deliveries, take aways, and hotels! (and from stores!) links to various posts about food

How to complain in restaurants discussed on Jeremy Vine on Radio 2

Package holidays and your consumer rights

The Minimalist Guide to Complain your consumer rights, ATOL and ABTA

Not got the holiday you booked? What to do good example of misrepresentation and not supplying what you paid for, getting nearly  a full refund even when not an ABTA member!

How to Get an Extra 3 Hours on Your Holiday! story about transfers

All you need to know about the Package Travel and Linked Travel Arrangements 2018 all your rights

Lake mountains canoeists

Flight delays and your rights

What to do when your flight is delayed – the full guide all you need for complaining, your rights, what to do and how to do it.

BBC Breakfast 5th August 2015 flight delays

Landing in court with Ryanair (what you need to know about airlines and ADR too!) Summer of 2018 and strikes what was/is happening and what you can do if Ryanair doesn’t pay up with warnings about the ADR process.

Your rights Ryanair strikes

What to do when your flight is delayed information regarding flight delays

BA powercut debacle: Airline keeps passengers in the dark about their rights 2017 B/H over 70k passengers affected, article on the mis informationa nd lack of information provided and what you should do.

Airline claim compensation letter template for use with any airline plus all the amounts to which you are entitled depending on length of delay and length of flight

ECJ ruling on flight delays: Consumer champion warns against third-party claim firms  – do it yourself to get 100%

What to do when a travel company goes into administration

The journey ends – Malvern Group travel company goes under what you need to know about your rights when a holiday you are on or due to go on was booked through a company that has gone bust

Monarch – Everything you need to know details about situation with airline going into administration

Thomas Cook collapse – your rights on your holiday booking what you need to know when abroad or about to fly, your rights

Other flight and Civil Aviation issues

BA flies in the face of consumer law and decency what to do if you bought your tickets before free food change and fly after the date comes into force!

Plane greedy – Are airlines holding families to ransom? – details on the main airlines and their charges including Ryanair which has mandatory charge, looking at inaction of regulatory body

How to Win When EasyJet’s Customer Service Fails helping someone get refund when had to return early

Flying in the face of poor customer service other things can go wrong with a flight, not getting what you paid for, poor customer service etc. Here’s a story and what you can do to get redress.

Monarch – Everything you need to know details about situation with airline going into administration

CONSUMER FIGHT BACK: I had to cancel business class flights to San Francisco but BA won’t refund my £386 to choose seats, what can I do? article in my This Is Money column

Civil Aviation Authority (CAA) gets new Chairman what is his experience in aviation?

Ryanair tops CAA refund complaints 2020 CAA failing to deal with Ryanair appropriately

CAA launches consultation and tells no-one… consultation about Alternative Dispute Resolution but the CAA didn’t tell anyone

More Ombudsman Omnishambles an investigation of the failures of the CAA in approving and monitoring ADR providers

How to complain about other forms of travel

How to complain about train journeys (or the lack of them!) all you need to know to complain about cancellations and delays with train travel

Rail your rights with cancellations and delays when rail companies say weather related

Your rights and how to complain about ferries and cruises

All you need to know about complaining about car hire – how to prevent problems and what to do if you get them

Other legal rights related to holiday and flight problems

How will the Coronavirus affect my travel to and from China? when there is a virus outbreak what are your rights?

How to ensure banks don’t break the Misrepresentation Act – regarding travel money and commission when taking money back

Quick guide to lost luggage – your rights

All you need to know about roaming charges your rights and what you can complain about

How not to pay a charge made after transaction (and why!) not – template letter and further information for if you have been charged a fee after booking

The Consumer Rights Act 2015 for services relating to any purchase or service

Discussing the Consumer Rights Act 2015 with Rebecca Pike on Radio 2 Drive time

Further help for complaining effectively

5 top tips for complaining effectively

Top 20 Tips for complaining effectively

ceoemail.com for contact details for CEOS

From October 1st 2016 airlines are covered by The Consumer Rights Act 2015

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

Cover of How to Complain updated 2019 large cow logo

 

For more advice, tips, information and template letters covering holidays and more: GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

 

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You can also Purchase downloadable templates to gain redress to help with most issues.

 

 

Holiday, flight and event complaint templates to get you redress for most situations, just fill in your details to get that redress.

 

 

 

 

 

 

 

 

Categories
ADR Ombudsman

Ask the Chief Ombudsman: Furniture & Home Improvement

Kevin Grix writes a guest blog post

Shopping

It seems that we are a nation built upon a love for retail therapy. Shopping on the high street is an ever popular leisure activity and even when we are relaxing at home it’s possible to purchase via our laptops, tablets and smart phones with delivery direct to our doors.  There are always issues such as Sunday trading hours, online shopping, deliveries and the impact of a ‘Brexit’ on the high street  in the news. This helps  illustrate the impact that shopping has on our daily lives.

All of us are consumers and at one point or another it’s inevitable that we’ll feel let down with a product that we have purchased or a service that we have received.

Billions of transactions take place each year – tills ring out across the country from Monday to Sunday. Shoppers walk away happy most of the time. And so, it’s helpful to keep things in perspective.

What are the Dispute Resolution Ombudsman and The Furniture and Home Improvement Ombudsman?

The Dispute Resolution Ombudsman (DRO) incorporates The Furniture and Home Improvement Ombudsman. Established in 1992 it is a Government approved not-for-profit Ombudsman scheme. It has been providing independent dispute resolution services to consumers and retailers for over 25 years, making it one of the oldest and most important Alternative Dispute Resolution (ADR) services in the country.

What do TFHIO and DRO deal with?

During all these years we have helped to resolve tens of thousands of problems with all sorts of goods and services.  Our members include most of the largest high street retailers in the country. But we also have lots of independent stores too, making our jurisdiction across thousands of retail outlets. In fact the widest of its kind in the United Kingdom. Traders, customers and consumer champions like The Complaining Cow Helen Dewdney, trust us because of our heritage, independence, and the work that we do to raise standards.

The majority of the issues that we see are often limited to expensive big ticket purchases; furniture, kitchens, bathrooms and other home improvement installations. We can investigate disputes involving all sorts of other smaller value retail goods and services (and sometimes we do). However there isn’t usually much need for us to get involved. Why? It’s probably because smaller faulty items are more easily returned by the customer to shop in exchange for a suitable remedy such as a repair, replacement or refund – and that’s what usually happens.

Generally speaking, responsible retailers are good at putting things right for their customers if things go wrong. Thankfully many of those retailers subscribe to our scheme which gives us the power to put things right if they do go wrong.  It’s worth remembering that retailers have been trading for several hundred years. Way back in the early 1900s, retail pioneer Harry Selfridge was attributed with the quote “the customer is always right”. He knew how important it is to keep them happy, to reward their loyalty, and encourage repeat custom.

Independent Furniture Reports

When a case comes to us, we may undertake an independent report. This will determine if the fault lies with the company or not. The company pays for this and the whole service from start to finish is free to consumers. It is a myth that Ombudsmen see in favour of companies because they pay to be a member. Companies pay to be members and per case.

Rip Off Britain talking getting redress with independent reports and ombudsmen

5 Top Tips for preventing problems when shopping

But things sometimes do go wrong and here are five of my top tips on what you can do to limit the risk of that happening – and what you can do to put it right:

  1. Make sure the goods or services that you are considering purchasing are going to be right for your needs, especially if it’s an expensive purchase – do your research and shop around.
  2. If you feel that you need to complain, understand what your rights are and be realistic about what you are entitled to receive from the trader to put it right. There are some great consumer law resources available to buy or to download online.
  3. Tell the trader why you are unhappy and what you would like them to do about it. Try using a reliable template to write an effective letter or email. This will help you to keep things clear and orderly.
  4. If you are buying furniture or other home improvement goods or services such as a kitchen, bathroom or flooring, always shop with a member of The Furniture and Home Improvement Ombudsman because if things do go wrong you will have free and independent redress.
  5. If the goods or services that you’re purchasing aren’t furniture or home improvements check to see if the trader is registered with Dispute Resolution Ombudsman. If things go wrong with those you will receive free and independent advice.

Alternative Dispute Resolution

Alternative Dispute Resolution (ADR): What it all means post that explains what it is all about and how you can use it.

5 myths about Ombudsman providers busted common misconceptions about Ombudsmen.

Government and regulators continue to fail on resolving consumer disputes this post describes how government funded bodies are failing to regulate the non regulated ADR sector. Links to other posts and reports.

Landing in court with Ryanair warning about using AviationADR when dealing with aviation complaints.

Energy ombudsman shows how to keep heat on your supplier a  guest post from the Energy Chief Ombudsman outlining how to ensure you get a satisfactory response when you submit a case to an  Ombudsman.

Ombudsman Omnishambles and More Ombudsman Omnishambles the research reports. The look at how some ADR schemes such as the one run by Consumer Dispute Resolution Limited which used to run The Retail Ombudsman and lost the title are monitored.

Westminster Business Forum seminar Next steps for consumer protection in the UK – dispute processes, enforcement and the consumer markets green paper. 15/11/18

Presentation. Alternative Dispute Resolution – approval and oversight in the loosest possible sense of the words…

How approval bodies are failing to properly approve and monitor Alternative Dispute Resolution -

 

Kevin Grix bibliography

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Kevin graduated from a law degree, prior to studying to be a Barrister in London, at the Inns of Court School of Law. He was called to the Bar by the Honourable Society of the Inner Temple, after successfully passing his Bar exams and is also professionally qualified by the Chartered Institute of Arbitrators (CIArb).

Kevin is a freeman of the City of London, Liveryman at the Furniture Makers’ Company, and represents the Ombudsman on the All Party Parliamentary Group for furniture at the Houses of Parliament. He is a member of the Chartered Trading Standards Business Members Group. He also sits on the executive committee of the Ombudsman Association and the advisory board at the Independent Football Ombudsman.

 

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