Consumer Advice

What can I do if I have a complaint about something I’ve bought in a shop?

The law says that goods you buy must match their description, be of satisfactory quality, and be fit for their purpose. Some of your rights may be lost if you keep the goods too long, so return them as soon as you notice the fault.

Detailed information about buying goods and your consumer rights can be found here:

http://www.adviceguide.org.uk/index/your_world/consumer_affairs/buying_goods_your_rights.htm

Do I have to produce the receipt?

You need to produce proof of purchase but it doesn’t have to be a receipt. It could be a cleared cheque or cheque stub, a credit card statement, a price label or statement from a witnesses.

What can I do if I have a complaint about a service?

You have the right to have the service performed with reasonable care, within a reasonable time frame and for a reasonable cost (unless price is agreed in advance). If you are dissatisfied you could complain and get a repair, replacement, refund, reduction in price, correction of the problem or compensation.

Detailed information about buying services and your consumer rights can be found here:

http://www.adviceguide.org.uk/index/your_world/consumer_affairs/buying_services_your_rights.htm

What can I do if I have a complaint about something I’ve bought over the internet?

You can usually cancel your order within 7 days for any reason. After that you can only return goods if they are of unsatisfactory quality, not fit for their purpose, or not as described. Only buy from companies that give their full details including postal address on their website.

More information about buying goods over the internet and your consumer rights can be found here:

http://www.adviceguide.org.uk/c_buying_over_the_internet.pdf

What can I do if I’ve bought something and changed my mind about it?

Many shops have their own return or exchange policy separate from your statutory rights. There would normally be a time limit, such as 28 days on returning goods.

How can I avoid being the victim of a scam?

If someone approaches you offering something that appears to be too good to be true, for example, a lottery win when you have not entered any lottery, then it probably is.

Don’t respond to unsolicited phone calls or emails offering you something. Don’t pay money upfront to anyone who is offering you a promise of something such as a job or a university place.

NEVER give out your bank, credit card or personal details to anyone you don’t know.

If you have been the victim of a scam report it to Trading Standards on this page.

If I'm bound by a contract, am I necessarily bound by all of its terms?

In general, yes. However, in all consumer contracts there is a responsibility for “good faith”. If any clause causes a “significant imbalance” in a consumer’s “rights and obligations” then it is deemed to be unfair. If the Office of Fair Trading (OFT) deems a term unfair, then it is deemed unenforceable i.e. no longer binding on you.

For more info, see: this Consumer Direct page for a quick breakdown, this OFT page for some more in-depth guidance, and this page for what exactly the law says about unfair terms.

Useful Websites:

Guide for students buying car insurance (written by an ex Warwick student)

http://www.adviceguide.org.uk/index/your_world/consumer_affairs.htm

http://www.tradingstandards.gov.uk

http://www.tradingstandards.gov.uk/coventry

http://www.consumerdirect.gov.uk

http://www.oft.gov.uk

http://www.citizensadvice.org.uk

http://www.clsdirect.org.uk