Complaining about goods and services – all you need to know

Consumer rights and how to use them when complaining about goods and services

There are loads of posts on complaining about goods and services on the blog. Here for ease are links for you to find the information most relevant to your issue.

Using consumer law to complain about goods

A Guide to the Consumer Rights Act 2015 – the main law covering faulty goods and services

What you need to know about the Consumer Rights Act 2015 digital content additional information

How to use the Misrepresentation Act 1967 all areas of the Act

The Acts of law protecting you from poor service & faulty items particularly useful for items and services purchased before 01 October 2015

Stories about using consumer rights to complain about goods

When flowers aren’t delivered: What to do a quick story regarding complaining flowers not delivered.

BHS customer care mistakes which made it look like it didn’t care! Although BHS is no more this story covers what you can do when a piece is missing from a product and you don’t want to take the item back, you want the piece!

How to beat Uncle Tom Cobley’s customer service a story of the rare occasion when it may be better to deal with the manufacturer

How to complain about an item over a year old and how not to be fobbed off

Rip Off Britain faulty goods

Complaining about services

A Guide to the Consumer Rights Act 2015 – the main law covering faulty goods and services

How to use the Misrepresentation Act 1967 all areas of the Act

The Acts of law protecting you from poor service & faulty items particularly useful for items and services purchased before 01 October 2015

Stories about using consumer rights to complain about services

How to get the cream (without being a clot!) a story of complaining about poor service when wanting a cream tea!

When flowers aren’t delivered: What to do a quick story regarding complaining flowers not delivered.

Not such an Easylife customer service a story about perseverance and complaining on principle

How to complain about deliveries

What happens when a business doesn’t prepare for a promotion story of how a delivery was late, then packaged badly causing damage. The claim.

Your rights, mail order, online and deliveries all you need to know regarding how to complain about purchasing items off premises

Deliveries ITV news with Martin Lewis, Helen Dewdney & Peter Handley

All you need to know about unsolicited goods what you need to know if you have received items that you didn’t order

Rip Off Britain shopping online

How to complain in different specific sectors

Electricity pylon Everything you need to know to complain about energy problems

 

All you need to know to make a complaint about energy posts about your additional rights specific to the energy sector for various situations

 

lap top on woman's knees phone in one hand

 

All you need to know about complaining to telecom providers posts about your additional rights specific to the telecom sector for various situations

 

 

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

 

All you need to know about booking/complaining about holidays/flights/travel posts about your additional rights specific to the travel sector for various situations

 

How to take complaints further

How to contact CEOs when and how to get contact details of CEOs and how to write a letter to a CEO

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

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

Ombudsman Omnishambles and More Ombudsman Omnishambles the research reports looking 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 being approved and monitored.

Rip Off Britain Independent reports

Tips on complaining effectively

Top 20 Tips How to complain effectively! Lots of tips and advice to making sure you always get what you are entitled to when you complain

Top 20 Tips for Complaining Effectively

How to write a letter of complaint a sample formal letter  of a complaint written regarding an issue with Sharps fitting a bedroom.

Everything everyone needs to know about call centres the secrets of how they work and how to beat them

What happens when a business doesn’t prepare for a promotion outlines how you can get to the front of the queue of complaints.

Why you suck at complaining (and what you can do about it) not good at complaining? The reason and what to do about it may be here!

Why you should write not ‘phone to complain effectively whenever you can you should write not phone, here’s why.

Helen Dewdney, The Complaining Cow BBC Breakfast TV Discusses How We Complain in the UK

7 Common fob offs that companies use to not give refunds! typical fob offs companies use to stop you asserting your rights and how to address them!

15 Great words to use in complaints helpful to use in those emails!

10 Types of Complainer Which Are You? check yourself out!

How to Complain Effectively

How to use social media to complain

The twitter symbol How not to complain on Twitter

Is social media an effective method for complaining?

5 ways how not to use Twitter to complain (and 5 ways how you should)

 

Questioning why you should complain

7 Questions you should ask yourself if you don’t complain!

Warning: How not complaining drives up fat cat profits!

Complaining in the EU

What did the EU do for consumer law? various consumer laws that cover you when shopping in the EU.

What to do when your flight is delayed – the full guide everything you need to know about delayed and cancelled flights, your rights and how to take matters further and a warning should you use AviationADR

Look East interviews Ryanair CCO and Helen Dewdney

book Logo cartoon cow at a laptop of book cover. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

 

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

 

 

 

Nearly everything you could ever need to make a complaint about anything!

Don’t let shopping online become a “rip off”

The Complaining Cow follows up on her Rip Off Britain advice about shopping online

When purchasing items online it’s easy to get carried away when you see what you think is a bargain. But make sure you know where you are buying from and what your rights are before you part with your money, especially if the retailer is outside the EU.

woman with coffee cup hand on mouse at laptop

Online shopping rights

If you are buying anything online, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days cooling off period for changing your mind. You have up to 14 days to inform the retailer and 14 days from then to send back.  There are some exceptions to this, such as bespoke items. Whether or not return postage has to be paid when you change your mind depends on the trader’s terms and conditions.

If you paid extra for speedier delivery and it wasn’t delivered on time, you are entitled to this cost back. If the item is faulty (regardless of whether it is a bespoke item) you should not have to pay return postage and you should be refunded the full cost of any postage paid for sending the item to you. These regulations were put into place in the UK under an EU Directive and therefore you have this cover for purchasing all items online within the EU.

Financial cover if you have problems getting a refund

If the item costs over a £100 and you pay by credit card you will also have cover under Section 75A of the Consumer Credit Act 1974, which is worldwide. Notify the credit card provider if you get no redress from the retailer.

For items paid for using your bank debit card you may be able to use Chargeback. It is a voluntary scheme based on scheme rules set by card issuers such as Mastercard and Visa.

You also have cover when shopping with PayPal. However, completing a credit card transaction through a thirdparty payment service means that the credit card provider and the seller are no longer in a direct relationship, so are not equally liable. This applies therefore to services such as PayPal, Amazon Marketplace, Worldpay and Google Checkout. So you don’t have any credit card cover if you use these kind of services.

Rip Off Britain and shopping online

On the Pop Up segment of Rip Off Britain I heard the case of Kathy, who ordered a dress online but didn’t realise the website was based in, and the product would be delivered  from, China. The dress was not as described and was of poor quality. The company would not refund the postage costs. Their website however does say that “However you need to pay the return shipping fee on your own if there is no quality issue.”

As there was a quality issue I advised Kathy  it would be worth arguing again that it was of poor quality. I suggested sending an email and including a picture from the website alongside a picture of what was received, as evidence, plus a description of the differences between any description of the item and what was actually received. I don’t know whether she did this so I don’t know the outcome.

That’s all she could do. So take care when ordering online!

Rip Off Britain shopping online

How to spot a non UK website

  • The website only lists prices in US dollars or Euros.
  • Look for terms and conditions of returns.
  • Check for poor English. For example on this website in the “Rip Off Britain” case below was the grammatically incorrect phrase “item have stain”.
  • Search for the return address.
  • A website domain name is not always an indication of where the company is based. For example, a website address ending in .co.uk doesn’t necessarily mean the site is based in the UK.

Further help when complaining

If you need help with a purchase bought from within the EU you can contact the European Consumer Centre who should be able to assist you.

Parcel outside door, delivery notirrived? Arrived late? Left and stolen? Your rights to redress

 

Your rights, mail order, online and deliveries for more information and help on problems with deliveries

 

 

 

 

Top 20 Tips for complaining effectively how to ensure you write an effective complaint letter

Logo cartoon cow at a laptop of book cover. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

 

For advice, information, consumer rights, stories and template letters….

GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!