Complain easily using consumer laws!
There are various laws which protect you against shoddy goods and services. All sorts! Here are the main ones.
Goods and Services
Consumer Rights Act 2015 – the most comprehensive useful law to cover you for most issues with products and services
Consumer Rights Act 2015 digital content the extra cover
The Consumer Rights Directive 2013 – these laws cover you for purchases in the EU
How to use the Misrepresentation Act 1967 all areas of the Act
A Guide to The Consumer Protection from Unfair Trading Regulations 2008 (amended 2014) covers your rights regarding unfair contracts and mis-selling
The Minimalist Guide to Complain your consumer rights, ATOL and ABTA and for packages booked before o1 July 2018.
All you need to know about the Package Travel and Linked Travel Arrangements 2018 all your rights for holidays booked after 01 July 2018.
Utilities are covered by the Consumer Rights Act 2015, however there are other rules and regulations specific to each sector
All you need to know to make a complaint about energy various posts with links to various posts that cover the energy regulations (OFGEM rules)
All you need to know about complaining to telecom providers various posts with links to various posts that cover the telecoms sector regulations (OFCOM rules)
Everything you need to know about your water supply your rights when something goes wrong
Further help for effective complaining
Why you should write not ‘phone to complain effectively the importance of writing not phoning when complaining
For more help on complaining effectively see Top 20 Tips How to Complain!
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!
Siobhan Yap was offered a free meal by an Audi garage which damaged her car ran up a £700 bill at a Michelin-starred London restaurant.
She bought a £20,000 car from Audi in Watford and the car was damaged before she took possession. She says she asked for a refund and they wouldn’t give it to her but they did offer a repair. They also gave her a courtesy car I believe which covered the inconvenience. They also said as a goodwill gesture, have a meal for two on us. So she did. She treated her mother to dinner at L’Atelier de Joel Robuchon in Covent Garden. Here’s the bill:
Audi offered to pay £200 and have now offered half. The item was discussed on a phone in on Three Counties Radio and at the end of the show presenter Jonathan Vernon-Smith was undecided about what he thought and was going to contact Audi with the opinions shared on the show and Siobhan’s responses and see what happened.
So the obvious came to most people’s mind who rung up the show:
1) Serves Audi right for not giving an upper limit and they make enough profit
2) Good on her, amusing
3) Morally wrong, Audi would not have expected anyone to spend as she did, nor so much on alcohol
I was asked to speak! For me, it is difficult because I would not have let it get to this stage. I would have had the full refund thank you very much. One is entitled to that in this case. The law covers cars! Here are your rights when buying goods and services. However, according to Siobhan she tried this and Audi refused. Don’t take that rubbish – see Tips here. Lots more advice in the book of course 🙂 Right back to the story.
As Siobhan said, so many people don’t know their legal rights so companies like Audi can get away with fob offs. So once in this situation are there any rules? Well Audi were stupid, frankly. An upper limit should have been set and so I am tempted to say that they got what they deserved. However, one could assume that they didn’t say “Enjoy yourself at an experience/have a slap up meal”. So where does she stand legally? Well under the Sale and Supply of Goods Act 1994 a consumer has an obligation to be reasonable. So this would be a good test case! Would a judge see a meal for £714 reasonable? If so she wins the outstanding balance if not she doesn’t.
So what do you think? What would you have done?