If you're unhappy with something you have purchased, whether goods or services, you have certain basic legal rights.
These apply whether you've bought or hired your goods in a shop, street market, mail order catalogue, over the internet or from a doorstep seller.
You also have rights for goods bought in sales.
And when you pay for a service, the law entitles you to certain standards.
Buying goods
The Sale of Goods Act 1979 says that the goods must be:
of satisfactory quality free from defects (except when marked "shop soiled") fit for their purpose (i.e. a part to fit a certain model of a machine) as described by the packaging or by the vendor (100% cotton must not be 50% polyester)  If something is bought as faulty, or shop soiled, you still have the right to return the goods if a fault appears that was not pointed out to you at the time of purchase.  Kathryn Hinchcliffe, Office of Fair Trading |
If the retailer sells you goods that don't meet these criteria, then you can return them for a replacement or refund.
You're not obliged to accept a credit note or vouchers.
But if you just change your mind, the retailer is not obliged to take the goods back.
Home shopping
In addition to your statutory rights, you also have the right to the following:
clear information before placing an order written information about a purchase a "cooling off" period when an order can be cancelled without any reason and a full refund made full refund if goods or services are not provided by an agreed date or within 30 days of placing an order if no date was agreed protection against credit card fraud Buying online
Purchases made over the internet from a company trading in the UK are mainly covered by the same legislation as shop purchases.
You also have rights protecting you if you pay with a credit card and you have the additional protection provided by the Distance Selling Regulations.
All internet sites must give their full name and address, full price including taxes, delivery costs and a full description of goods - if this is not there, then think twice before buying.
Private sales & auctions
You have fewer rights if you buy privately - not from a trader or at an auction - but if you are injured by defective goods or they cause property damage costing you �275 or more you have certain rights regardless of how they were bought or whether they were a gift.
Consumer safety
It is an offence for a supplier to sell goods unless they are safe.
This applies to both new and secondhand products, but not to antiques.
If you believe you have bought unsafe goods, you should contact the trading standards department of your local authority.
Buying a service
The Supply Of Goods and Services Act 1982 entitles you to certain standards when you pay for a service.
A service should be carried out:
with reasonable care and skill and to a proper standard of workmanship within a reasonable time at a reasonable charge (if no price has been fixed in advance). But if the price was fixed, or some other way of working out the charge was agreed, you cannot complain later that it is unreasonable. How to complain about goods
Don't delay
If you can't go there in person, then phone and register your complaint.
If there's something wrong with what you buy, tell the seller as soon as possible Kathryn Hinchcliffe, Office of Fair Trading |
If the goods are faulty and you tell the seller promptly you should be able to get your money back. If you don't complain promptly, then you may lose your statutory rights.
But if a fault occurs some time after your purchase then you should be covered by a manufacturers' guarantee.
Complain in Writing
If you're not happy, put your complaint in writing outlining the problem and how you would wish to see it rectified.
Keep Records
A receipt is the easiest proof of purchase, so keep a hold of it. But a bank or credit card statement is also legal proof and must be accepted by the retailer.
You have the same rights even if you lose your receipt but it is useful evidence of where and when you bought the goods.
Keep a record of any phone calls made about your complaint, as well as a record of all correspondence.
If you received the faulty goods as a present, you may have to ask the person who bought them to complain for you as the buyer has the statutory rights, not you.
Contact a trade association
If the company you have used for a service is a member of a professional trade association, you can complain to them.
Get advice
Get professional advice - you might even wish to take the matter to court (click here for our guide on this).
How to complain about a service
Complain
Talk to your supplier and give them the opportunity to put the problem right.
If you're not happy, put this in writing (addressed to the manager or customer services), outlining the nature of the problem and what you expect to be done, including a deadline.
Keep copies of your letters and a diary of events including any photographs if appropriate.
Don't pay
Consider not paying until the problem has been sorted, but always check the small print of your contract first before doing this. Your statutory rights are not affected if you continue to pay, and non-payment may affect your credit rating.
Get a second opinion
Get quotes from other traders, or seek the opinion of an expert organisation to back up your complaint.
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