KNOW YOUR RIGHTS

Who should you complain to if you feel you have had bad service or been sold faulty goods?

The Consumer Rights Act 2015 covers all goods and services and provides you with a free implied statutory warranty for up to six years in England and Wales and five years in Scotland.

All goods and services must be:

• Fit for purpose

• As described 

• Satisfactory quality

• Last a reasonable length of time

S22(3) of the Consumer Rights Act 2015 gives you a 30-day short-term right to reject faulty goods, no questions asked. The onus is on you to prove that the goods are faulty, but this can be obvious.

After 30 days, any faults found within the first six months are considered to have been there at the point of purchase. The onus is on the retailer to prove otherwise. You are entitled to a free repair / refund / replacement. You cannot choose which option you want, although you can ask. Retailers only get one crack at a free repair. If that fails, you are entitled to a refund / replacement.

After six months, the onus is on you to prove the goods were faulty when sold. An independent report from a reputable trader or qualified professional will suffice (they do not need to be VAT registered). 

A Google search of a make and model will often reveal common faults in the public domain on social media and forums with thousands of members speaking about similar issues.

You do not have to pay to return faulty goods. 

Your contract is always with the seller and never the manufacturer. So, if you bought goods via Amazon – your contract is not with Amazon – it is with the seller. 

Always put your complaint in writing wherever possible and give the retailer an opportunity to put things right. This creates a paper trail as evidence. 

If you complain by phone, get the person’s name at the start of the call.

Bullet-point your complaint in a timeline with dates, times, who you spoke to and what was discussed and promised.

Make it clear what you want. Be realistic if you want a goodwill gesture to reflect the distress and inconvenience. Be polite but assertive. You are dealing with real people who are more likely to assist you if you are nice. 

Know your consumer rights. Once you start mentioning the Consumer Rights Act 2015 on faulty goods and services, firms realise you are not going to be easily fobbed off.

Put a deadline in place. Say if you are unable or unwilling to resolve this within the next 7 working days, please let me know so I can escalate it. 

Don’t be fobbed off. Perseverance breaks resistance.