HomeMoneyWhat Everyone Ought to Know about Their Consumer Rights


What Everyone Ought to Know about Their Consumer Rights — 4 Comments

  1. This is a really long story thus far, shortened version..
    I bought my girlfriend a coat as a Christmas gift, labelled the right size but did not fit. The shop had no larger sizes and no alternative so I asked for a refund. I was refused, I asked to speak to the manager, also refused.
    I contacted their customer services online and didn’t get a satisfactory reply so in a second email I set out my rights they were breaching, had no reply.
    I contacted the citizens consumer advice with the longer version of this story and got the most bizarre reply.

    “We understand from your email you would like advice regarding the clothes you purchased for your girlfriend from store.

    Your rights and obligation

    Under UK civil Law, there is no legal requirement for a trader to provide cancellation rights for purchases made at the trader’s premises.The Consumer Contract Information Cancellation and Additional Charges Regulations 2013

    The Consumer Contract Information Cancellation and Additional Charges Regulations 2013 would only govern contracts formed at distance (i.e. over the telephone or online) and this would be providing the goods/service does not fall under one of the legislations exemptions.

    We would recommend you request a copy of the traders store policy to see if there are any additional rights to return the goods, you will be reliant on the goodwill of the trader as opposed to any legal rights.

    Your Next Step

    We would suggest that you contact the trader and request a copy of their formal complaints procedure and follow this. If the trader does not have a complaints procedure, we recommend you send a letter outlining the reasons for your complaint. We would suggest setting a reasonable deadline for a response, keeping a copy of any correspondence for your records and sending any letters by recorded delivery; that way the mail will be tracked and signed for. Template letters can be found here, and a sample of recorded delivery can be found here.

    What we will do

    We will notify Trading Standards of information you have provided, there is no commitment for them to contact you directly, and they will only contact you if they deem it necessary. Whilst this does not help you resolve your dispute, it gives Trading Standards vital intelligence on how a trader is conducting their business.

    If you would like to discuss this further please call us on 03454 04 05 06 or reply to this email.”

    Now I don’t know where I stand?! Has the 2015 act disappeared? Is it not an applicable law?
    If that’s the reply I got from the only source of help I have, where can I go now??

    • I think you have more rights than you actually know. I personally had an issue with a company and they tried to fob me off with similar stuff to the above. It took me a few times of contacting them to get what I wanted. I would suggest that you get the book by Complaining Cow (link on page), I found it particularly useful in my correspondences with the company at fault. I also made the company aware of the problem via Twitter, perhaps you could write a Tweet to Complaining Cow and include the company that is at fault? Also see who the director is, and threaten to deal with them directly if you do not get the response you are looking for, from a member of staff. Info in the blog post above. Also pop over to the Complaining Cow website for additional information. Hope this helps.

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