Eight rules to follow when returning goods
1. Be hasty
Don't delay returning a faulty item or reporting a loss of service.
Be sure to retain receipts as proof of purchase.
3. Log your complaint
Keep a diary of your complaints, including names, times and details.
4. Know the law
Mug up on laws such as the Sales of Goods Acts; the Misrepresentation Act 1967; Misleading Prices - Consumer Protection Act 1987, and Section 75 of the Consumer Credit Act. These may protect you or help you get your money back.
5. Keep calm
When returning goods always make sure you are assertive, but remember to remain polite and patient.
6. Go to the top
Take your complaint to the top of the firm - or, if necessesary, to an ombudsman service, if there is one.
7. Small Claims Court
If all else fails, try the Small Claims Court. The maximum you can claim is £5,000 for England and Wales, £3,000 for Scotland and £2,000 for Northern Ireland. Find out more at adviceguide.org.uk
8. Seek advice
If you require any further assistance or general advice visit consumerdirect.gov.uk and citizenadvice.org.uk
Small claims court
Courts that sit in England and Wales (Sheriffs Court in Scotland) and used by the public to resolve most consumer and personal-related disputes. “Small claims” refer to action where the monetary value involved is £5,000 or less. You can claim for faulty goods or services and even for wages owed and also bring a personal injury claim, as long as the value is under £1,000. You can also use small claims court if you’re a tenant claiming against your landlord for repairs that total less than £1,000. It’s worth noting that, even if you lose your case, you won’t have to pay the other side’s costs.
If you’ve have a complaint about a financial service product you have bought but the company you bought it from refuses to resolve your problem after eight weeks, the Ombudsman can help. The Ombudsman will investigate and resolve the matter. The Ombudsman is independent and its service is free to consumers. The Ombudsman may find in the company’s favour but consumers don’t have accept its decision and are always free to go to court instead. But if they do accept an Ombudsman’s decision, it is binding both on them and on the business.