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!

7 consumer rights misconceptions (and what they are really)

What are your consumer rights?

One hears it often “I know my rights” But do you? Here are the most common misconceptions.

Do you really know your consumer rights?

Consumer rights misconceptions list of headings

1) I received the wrong item, unsolicited goods I can keep them!

No, you can’t.  See  All you need to know about unsolicited goods. I actually stopped comments on this post because despite it clearly stating all the things that are not unsolicited good people were desperate for me to tell them that their case was different! Only one example was unsolicited and that was an item from Estonia! If you have received an item by mistake it is NOT unsolicited goods and you need to take reasonable steps to ensure that the item is returned at no cost to you. (More advice in that post).

2) It was marked at that price so I can have it at that price!

Nope. Quite simply any price tag is an “invite to treat.” There have been some high profile case such as the Harrods handbag story Christmas 2017. If however, you have bought it at said price and have received a confirmation then you have entered a contract and then the trader must honour the price otherwise in breach of the Consumers Rights Act 2015.  If the trader has specifically advertised it at one price and then won’t honour it would be breach of  the Consumer Protection from Unfair Trading Regulations 2008 (amended 2014).

3) It’s the manufacturers’ fault

That’s as maybe but it isn’t the manufacturer to whom you send the faulty item. In fact it’s a very common fob off from retailers. Your contract is always with the retailer to whom you gave the money. The Consumer Rights Act 2015 applies. Within 30 days of purchase you are entitled to a full refund. After this time a repair of replacement. The retailer may say you should send off for a repair. Don’t accept this. You’ll be paying postage! Always remember contract is with retailer.

4) My item is under warranty so I have to use that and send it to the manufacturer though?

Warranties are like insurance they are rarely better than your consumer rights. A warranty may help when the item is older than 6 months. This is because although your rights under the Consumer Rights Act 2015 remain, the only difference is that after 6 months from point of purchase the onus is on the customer to prove that the fault was there when they bought the item. You could still do this though of course. Complain to the retailer and take the case to the relevant ADR scheme if there is one for the retailer who is likely to undertake an independent report at the cost to the retailer. If you want to be quicker and/or are unsure that the fault was there at point of purchase then you could use it. Some brands on specialist items do have really long warranties/guarantees so keep the paperwork for these!

A warranty may help if you use the item more than the average. So let’s take a washing machine as an example. Under the Consumer Rights Act 2015, an item should last a reasonable length of time. For a washing machine it would ultimately be down to a court to decide what is reasonable. But let’s say that the majority of people would expect a washing machine that is on a few times a week to last 6 years. (You couldn’t go to court after 6 years). But if you have your machine on at least once a day every year for two years the company could discover that it is the same amount of use as a 6 year old machine and therefore wear and tear. A warranty may save you there.

Remember however the cost of a warranty and at what point it would be better than your consumer rights and how much it would cost you at that point!

5) I’ve only had my item two months, the store has to give me a refund

It doesn’t actually. Under the Consumer Rights Act 2015 you are entitled to goods and services that are fit for purpose, of satisfactory quality, as described and last a reasonable length of time. However, after 30 days from point of purchase the retailer can offer a refund or repair. They must give a refund before 30 days.

  1. 6) I have the packaging and I know when I bought it from what store so I should get redress for my faulty item

  2. This is a common misconception. People hear that they don’t need a receipt but don’t always hear the second part! You don’t need a receipt but you DO need a proof of purchase, so this could be a credit card bill statement where a store can trace the transaction.
  1. 7) The jumper doesn’t fit the trader has to give me my money back.

  2. Sadly not. This is considered a “change of mind” and it is down to the goodwill of the company. If there’s nothing wrong with the item and it’s as described you  will have to see the store’s terms and conditions.However. If the item was bought online you do have more rights. You have a 14 day cooling off period. You may have to pay return postage costs if there is nothing wrong with the item. For more on online rights see Your rights, mail order, online and deliveries.For more about unwanted purchases and gifts see What to do with the ghost of Christmas Present?

How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

 

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