Trading standards guidance (2022)

Guarantees and warranties

This guidance is for England, Scotland and Wales

Guarantees and warranties are additional to the legal rights you have as a consumer and must not affect those rights in any way

What is a guarantee?

Under the Consumer Rights Act 2015, a guarantee is an agreement given by a trader to a consumer, without any extra charge, to repair, replace or refund goods that do not meet the specifications set out in the guarantee. A guarantee is usually issued by the manufacturer of goods or by a trader that provides goods as part of a service; replacement windows, for instance. Generally, a guarantee provider undertakes to carry out free repairs, for a set period of time, for problems caused bymanufacturing defects. In most circumstances, you are required to register the guarantee online or complete and return a registration card. Registering a guarantee means that you can be easily contacted if the product is recalled or a safety alert is issued.

An insurance-backed guarantee provides the consumer with protection wherethe trader who provided the goods or service under guarantee ceases to trade and can no longer fulfil their obligations under the guarantee. The insurance company underwrites the terms of the guarantee for the remainder of the guarantee period.

A manufacturer's guarantee can be especially helpful if the trader who you bought the goods from is no longer trading and you are unable to claim a refund, repair or replacement from them.

What is a warranty?

A warranty (or extended warranty) is broadly defined in law as a contract for cover for goods, which is entered into by a consumer and for which they pay a fee. A warranty is a form of insurance policy that provides cover for the unexpected failure or breakdown of goods, usually after the manufacturer's or trader's guarantee has run out, although it can cover the same time period as a guarantee because it may offer additional cover. Check the start date of the warranty before you go ahead.

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Some warranties are service contracts rather than insurance-backed (you should check the status of the warranty before you purchase it).

Warranties can vary and they offer different levels of protection, from the most basic cover to those that provide comprehensive cover. For instance, you may be covered only for the 'market value' of the goods (which means their second-hand value after use) or you may be covered 'new for old'.

Do not assume that a warranty will provide cover for all problems encountered with the goods. They usually have exclusions that set limits on the cover you receive.

What legal protection do youget with warranties and guarantees?

The Consumer Rights Act 2015 states that if a guarantee provider offers a guarantee on goods supplied to consumers, the provider takes on a contractual obligation to honour the conditions set out in the guarantee. For example, if the guarantee provider refuses to repair goods as set out under the terms of the guarantee, you can take legal action against the provider of the guarantee for breach of contract. This could be claiming back the cost of repairs if you have had them carried out elsewhere.

The guarantee should be written in English and the terms should be set out clearly. The name and address of the guarantee provider, the duration of the guarantee and the location it covers must also be given. You have the right to ask the provider to make the guarantee available to you within a reasonable time, in writing and in a form that you can access.

If you have a problem with an insurance-backed extended warranty that was sold to you and you have been unable to resolve it with the warranty provider, you are entitled to take your complaint to the Financial Ombudsman Service. For problems with non-insurance-backed extended warranties, contact the Citizens Advice consumer service.

The Supply of Extended Warranties on Domestic Electrical Goods Order 2005 requires traders that supply extended warranties on domestic electrical goods to provide consumers with certain information before the sale of the extended warranty.

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Traders supplying this type of extended warranty are required to:

  • clearly display the price and duration of the warranty
  • make it clear that the warranty is optional
  • give you information on your statutory rights
  • inform you that the warranty does not have to be purchased at the time the goods are purchased
  • provide details of cancellation and termination rights
  • inform you that warranties may be available elsewhere
  • provide a statement on the financial protection consumers have if the provider of the extended warranty goes out of business
  • state whether or not the warranty will cease if a claim is made
  • inform you that your household insurance may be relevant to the purchase of the goods
  • give a quotation in writing and inform you that the quotation price is valid for at least 30 days if the warranty costs more than £20
  • allow you to cancel it within 45 days and get a refund if a claim has not been made and if the warranty that was supplied has an initial duration of more than one year
  • allow you to cancel it and receive a pro rata refund after 45 days even if a claim has been made and if the warranty that was supplied has an initial duration of more than one year
  • inform you about your cancellation rights in writing and no more than 24 days after the warranty was bought if the warranty cost more than £20 and is over a year long

If insurance-backed guarantees and warranties are marketed and sold at a distance - without face to face contact between the consumer and trader, such as online - the Financial Services (Distance Marketing) Regulations 2004 apply. These Regulations cover the distance marketing of consumer financial services and specify the information that must be given to you before and after a contract is concluded. You have the right to cancel a financial services distance contract and the cancellation period for this type of insurance is 14 calendar days, which runs from the day after the day the contract is concluded. The 'Distance marketing of financial services: your rights' guide gives more information.

The guarantee provider must ensure the guarantee states that you have statutory rights in relation to the goods and that your rights are not affected by the guarantee. See the guide 'Sale and supply of goods: your consumer rights' for more information.

Take note that, in relation to the rules on guarantees, the Consumer Rights Act 2015 only covers goods and not services or digital content.

What should youconsider before youbuy an extended warranty?

  • consider whether you actually need an extended warranty - for example, does your home insurance policy provide all the cover you need?
  • there are a wide variety of warranty providers, so shop around for the best warranty at the right price before you buy. You don't have to buy in-store at the same time as buying the accompanying product
  • be careful when purchasing extended warranties that are paid for on a monthly basis as long term these can be very expensive
  • watch out for high pressure selling of warranties at the point of sale
  • ensure you have clear information on the costs and the benefits of the warranty
  • it is important to find out what the warranty does not cover

Frequently asked questions

Q. I bought a fridge freezer 18 months ago and the freezer section has completely failed. I went back to the shop, but they refused to do anything as it was outside the original 12-month guarantee. What are my rights?
A. If the time limit has expired on the guarantee, you cannot make a claim. However, if you can show that the goods were not of satisfactory quality at the time of sale then you may have a claim against the trader under the Consumer Rights Act 2015. See the 'Sale and supply of goods: your consumer rights' guide for more information.

Q. I had damp-proofing work carried out on my house five years ago by a limited company but I've noticed some rising damp under a bay window. I didn't think this should have happened so soon. I complained to the company that carried out the work as I had been told it was covered by a ten-year guarantee. However, the company claims that the original company went into liquidation and it is an entirely separate legal entity. It is refusing to honour the guarantee or carry out any remedial work unless I pay. Can they do this?
A. Your contract for the work and the guarantee was with the original limited company and it is liable to you only for as long as it is trading. If it ceases trading or the premises have been taken over by another business, you cannot enforce the guarantee. If you paid for the work by credit card or on finance arranged by the traderand if it cost more than £100 but less than £30,000, you are protected by the Consumer Credit Act 1974. Section 75 of the Act makes the card / finance provider as responsible as the trader for a breach of contract or a misrepresentation. You are entitled to take action against the trader, the card / finance provider or both. This does not apply to charge cards or debit cards. Some companies offer insurance-backed guarantees for this sort of work. This means that the guarantee is underwritten by an insurance company and exists in its own right, separate from the company that carried out the work. If the company disappears or goes bust, you should still be able to make a claim under the guarantee from the insurance company for the lifetime of the guarantee. Check your guarantee carefully. The'I can't contact the trader: what can I do?' guide gives more information.

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Q. I bought a used car six weeks ago and the dealer persuaded me to buy a 12-month warranty. I thought that this would cover me for everything that went wrong during this period. The cam belt has just failed and this has led to a very high repair bill. However, the warranty company have just pointed to a clause in the policy that excludes liability for cam belt failures and the dealer won't pay for the repair. What are my rights?
A. With any warranty it is essential that you read the terms and conditions before you decide to buy it. The warranty company may be entitled to rely on this exclusion clause. You still have a contract with the dealer who sold you the car. You could argue that the dealer is in breach of contract and that under the Consumer Rights Act 2015 the car is not of satisfactory quality. See the 'Used motor vehicles: your rights' and 'Sale and supply of goods: your consumer rights' guides for more information.

Q. I arranged for a builder to build a small extension last year. He told me that all his work was 'guaranteed' but I didn't get anything in writing. The pointing in the brickwork is now defective, but he refuses to put it right. When I mentioned the guarantee, he said: "What guarantee?" What rights do I have against him?
A. This shows the importance of getting a written guarantee. Without this, it is impossible to prove that you were offered a guarantee or indeed, what the extent of the cover might be. Remember that you have a contract with the builder that is covered by the Consumer Rights Act 2015 and the work should have been carried out with reasonable care and skill. The 'Supply of services: your consumer rights' guide gives more information.

Q. I bought a new motorbike last year that came with a manufacturer's six-year anti-corrosion and paintwork guarantee. The exhaust has started to rust and the paint on the tank is peeling so the bike will probably need major re-painting and re-chroming work, which will be costly. The manufacturer is refusing to honour the guarantee and as this was one of my main reasons for buying this brand, I am very annoyed. What should I do?
A. Even though you did not pay for it, the guarantee provider takes on a contractual obligation to honour the terms of the guarantee under the Consumer Rights Act 2015. You are entitled to take legal action against the manufacturer. You can also complain to the dealer who you bought the motorbike from as you have rights under the same law if the motorbike is not of satisfactory quality. If you paid for the motorbike on your credit card or on finance arranged by the dealer then you may have rights against the card or finance provider. See the 'Buying a motorcycle' guide for more information.

Q.My product comes with a lifetime guarantee. What does this mean?
A.Some manufacturers offer a lifetime guarantee on their products - for example, a manufacturer may repair or replace a product free of charge if it develops a manufacturing fault at any time during it's life. If the product is no longer available, the manufacturer might replace it with an alternative one from its current range. There is no set definition of what a lifetime guarantee covers so read the terms and conditions before you make the purchase. Problems such as wear and tear, accidental damage and poor aftercare are likely to be excluded.

Q. I bought an extended insurance-backed warranty online. I have changed my mind and want to cancel. What can I do?
A. Under the Financial Services (Distance Marketing) Regulations 2004 you have the right to cancel within 14 calendar days from the day after the day you bought the warranty. You should check the website for details of how you can exercise your right to cancel and then inform the supplier. The supplier must refund your money within 30 calendar days from the day you cancelled. See 'Distance marketing of financial services: your rights' for more information.

Q.The manufacturer said that I cannot claim under the guarantee because I didn't 'register' the goodswith them, what can I do?
A.It is common for manufacturers to ask you to register the goods forguarantee purposes by completing and returning a registration card or by registering online. If you did not register your goods, the manufacturer may claim that the guarantee is not valid. Try contacting the manufacturer in writing and include proof of purchase for the goods to see if they will accept a late registration.

Q. I think that the trader deliberately misled me over the guarantee. What can I do?
A. The trader may have breached the Consumer Protection from Unfair Trading Regulations 2008, which prohibit traders from engaging in unfair trading practices. You should contact the Citizens Advice consumer service, which will be able to advise you and refer your complaint to trading standards. If you enter a contract because a trader misled you or because the trader used an aggressive commercial practice, the Consumer Protection from Unfair Trading Regulations 2008 give you rights to redress: the right to unwind the contract, the right to a discount and the right to damages. The'Misleading and aggressive practices: rights to redress' guide gives more information.

Where can I find out more about my legal rights?

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The Consumer Rights Act 2015 gives you rights when you make a contract with a trader for the supply of goods, services and digital content.

The 'Sale and supply of goods: your consumer rights', 'Supply of digital content: your consumer rights' and 'Supply of services: your consumer rights' guides give more information on your rights and remedies.

The 'Sale and supply of goods: what to do if things go wrong', 'Supply of digital content: what to do if things go wrong' and 'Supply of services: what to do if thing go wrong' guides give you a clear direction to follow when you want to complain.

Last reviewed / updated: July 2022

Key legislation

Please note

This information is intended for guidance; only the courts can give an authoritative interpretation of the law.

The guide's 'Key legislation' links may only show the original version of the legislation, although some amending legislation is linked to separately where it is directly related to the content of a guide. Information on amendments to legislation can be found on each link's 'More Resources' tab.

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For further information in England and Wales contact the Citizens Advice consumer service on 0808 2231133. In Scotland contact Advice Direct Scotland on 0808 164 6000. Both provide free, confidential and impartial advice on consumer issues.

© 2022 itsa Ltd.

FAQs

When should I complain to Trading Standards? ›

You should report a business to Trading Standards if they sold you something: unsafe or dangerous, like an electronic appliance with faulty wiring or food past its use-by date. fake. not as described - for example, you bought a package holiday but something advertised wasn't included.

How do I complain about a company to Trading Standards? ›

England & Wales - Call the Consumer Helpline on 0808 223 1133 (Welsh speakers can call 0808 223 1144) or visit www.adviceguide.org.uk. Scotland - Call the helpline: 0808 800 9060 or visit http://www.consumeradvice.scot/.

Can I report anonymously to Trading Standards? ›

You can report consumer crime anonymously via the London Trading Standards website.

What are the 8 basic rights of the consumers? ›

  • Consumer's rights to enforce terms about goods.
  • Right to reject.
  • Partial rejection of goods.
  • Time limit for short-term right to reject.
  • Right to repair or replacement.
  • Right to price reduction or final right to reject.

What happens when you report someone to Trading Standards? ›

Trading standards offences can usually be punished with a fine, and in many cases the amount is unlimited. For the most serious cases imprisonment is an option, with maximum periods of up to two years for some trading standards offences.

How long do Trading Standards take to investigate? ›

The length of a Trading Standards investigation may vary depending on the nature of the supposed breach. However, the Local Government Ombudsman recommends that councils should take no longer than 12 weeks.

What are my rights as a customer? ›

Buying products

Satisfactory quality: The product shouldn't be damaged or faulty when you receive it. Fit for purpose: You should be able to use it for what the seller says it will do (its purpose), whether that's their statement when you buy it, or an answer to your question.

What can I do if a company won't give me a refund? ›

Try to contact the trader

It's best to email or write to the trader - you can use a template letter. Keep a copy of anything you send, in case you need to check it later. If you can't contact the trader or they won't help, you can then ask your card provider or PayPal.

What areas are covered by Trading Standards? ›

National Trading Standards gathers intelligence from around the country to protect businesses and consumers from criminal activity and tackle a number of priorities. These currently cover e-crime, mass marketing scams, doorstep crime, and other enforcement issues that go beyond local authority boundaries.

How do I lodge a complaint against a company? ›

10 Effective Ways to Complain About a Company Online
  1. Go to the company website. ...
  2. Contact the Better Business Bureau. ...
  3. Contact the Federal Trade Commission (FTC). ...
  4. Check out the Ripoff Report. ...
  5. Email spam@uce.gov. ...
  6. Try Yelp. ...
  7. Post on Planet Feedback. ...
  8. Google your attorney general.

How do I report a dodgy tradesman? ›

What should you do if you've been a victim of bogus tradesmen fraud? Report it to Action Fraud. You can report the salesperson to the Citizens Advice on 0808 223 1133. or to the National Trading Standards if you believe they have sold you faulty, inferior or overpriced products or services.

Do trading standards work with the police? ›

They do not have powers of arrest, but where they suspect a trading standards offences or a criminal offence has been committed they can request the assistance of the police in order to arrest a suspect.

What are 3 consumer protection laws? ›

Thus, in addition to the provisions of the FCCPA, there are: (i) the FCCPC (Sales Promotion) Registration Regulations, 2005; (ii) the FCCPC Guidelines for Sales Promotion Registration; (iii) the FCCPC Business Guidance Relating to COVID-19 on Business Co-Operation/Collaboration and Certain Consumer Rights Under the ...

What are the 5 major rights of consumers? ›

Consumers are protected by the Consumer Bill of Rights. The bill states that consumers have the right to be informed, the right to choose, the right to safety, the right to be heard, the right to have problems corrected, the right to consumer education, and the right to service.

Who is liable for faulty goods? ›

The shop has the legal liability to fix the item. If the item is faulty then you will have your legal rights under the Consumer Rights Act 2015 against the retailer.

What do Trading Standards officers do? ›

Trading standards officers (TSOs) protect consumers and businesses by promoting a safe and fair trading environment.

What to do when a tradesman rips you off? ›

It's really important that you report the trader to Trading Standards if they've done anything that's dangerous or unsafe. You can't usually report the trader to Trading Standards directly - you'll need to contact the Citizens Advice consumer helpline and they will contact Trading Standards on your behalf.

How do I report a business to Trading Standards anonymously? ›

Making a complaint to Trading Standards

This government funded consumer advice service provides free, confidential and impartial advice on consumer problems with goods, services, energy and post. Call Citizens Advice on freephone 0808 223 1133 or visit their website where you can register a complaint online.

What are trading violations? ›

Stock settlement violations occur when new trades to buy are not properly covered by settled funds. Although settlement violations generally occur in cash accounts, they can also occur in margin accounts, particularly when trading non-marginable securities.

How long does a trader have to report a trade? ›

Real-time trade reporting is a regulation mandating market makers and specialists on exchanges to disseminate trade details to the public within 90 seconds of execution.

Do Trading Standards do test purchase? ›

A test purchase is when Camelot, Trading Standards, the police or another local authority employ an underage customer who will visit your bar or shop and try to purchase age-restricted goods. This is to check that you are complying with the law.

What are the six rights of consumers? ›

Rights of consumers: Six consumer rights have been defined in the Bill, including the right to: (i) be protected against marketing of goods and services which are hazardous to life and property; (ii) be informed of the quality, quantity, potency, purity, standard and price of goods or services; (iii) be assured of ...

What are 10 consumer rights? ›

  • Right to Safety. Means right to be protected against the marketing of goods and services, which are hazardous to life and property. ...
  • Right to be Informed. ...
  • Right to Choose. ...
  • Right to be Heard. ...
  • Right to Seek redressal. ...
  • Right to Consumer Education.
21 Jan 2019

What are the 4 rights of a consumer? ›

The right to be fully informed about the performance and quality of all goods and services. The right to free choice of goods and services. The right to be heard in all decision-making processes related to consumer interests. The right to seek redressal, whenever consumer rights have been infringed.

What are my legal rights to a refund? ›

Your legal rights to a refund

You have 30 days to return faulty goods and receive a full refund. You're entitled to ask for a refund or price reduction after one failed attempt by the retailer to repair or replace a faulty item. Or you can request another repair or price reduction at no extra cost.

What are your statutory rights for returning goods? ›

Statutory consumer rights: a definition

In case of online, phone, or postal sales, customers may return an item without any reason for a full refund. That means, irrespective of whether an item is defective or not, it can be returned within 14 days after receipt.

What are the 4 reasons a business can refuse to give a refund? ›

A business can refuse to give you a free repair, replacement or refund if: you simply changed your mind. you misused the product or service in a way that contributed to the problem. you asked for a service to be done in a certain way against the advice of the business, or were unclear about what you wanted.

What is considered an unfair trade practice? ›

The phrase unfair trade practices can be defined as any business practice or act that is deceptive, fraudulent, or causes injury to a consumer. These practices can include acts that are deemed unlawful, such as those that violate a consumer protection law.

What are the four major categories of unfair trade practices? ›

Unfair trade practices include false representation of a good or service, targeting vulnerable populations, false advertising, tied selling, false free prize or gift offers, false or deceptive pricing, and non-compliance with manufacturing standards.

What is specifically covered by the unfair trading Regulations? ›

Specifically, they protect consumers from unfair or misleading trading practices and ban misleading omissions and aggressive sales tactics. There is an obligation to trade fairly and honestly with consumers. Consumers have rights of redress if they have been the victim of misleading actions or aggressive selling.

Can Trading Standards get my money back? ›

But the purpose of the action is not specifically to help that individual person but to hold the business to account. Trading Standards do not have any powers to force a business to give a refund (or any other type of remedy) to a consumer.

Where is the best place to file a complaint? ›

File a complaint with your local consumer protection office or the state agency that regulates the company. Notify the Better Business Bureau (BBB) in your area about your problem. The BBB tries to resolve your complaints against companies.

What are the five main steps to handling a complaint? ›

A 5-step process for handling customer complaints
  1. Step 1: Dig deeper by asking the right questions. ...
  2. Step 2: Identify the type of customer you're dealing with. ...
  3. Step 3: Respond to the customer quickly. ...
  4. Step 4: Present a solution, and verify that the problem is solved. ...
  5. Step 5: Log the complaint so you can track trends.
2 Jun 2022

What are my rights for poor workmanship? ›

It'll depend on what exactly the issue is, but if your builder has breached any of the terms, you're entitled to have repairs or replacements done and any faulty workmanship put right, free of charge. This should happen within a reasonable time and without causing you significant inconvenience.

How do you expose a rogue trader? ›

Reporting a Rogue Trader
  1. To report a Rogue Trader, please dial 101.
  2. If someone is in danger and you need immediate support please call 999.
  3. You can also register your complaint to Citizens Advice Bureau / Trading Standards by clicking on the following link: Click Here. ...
  4. The victims. ...
  5. Reporting a Rogue Trader.

How long is a tradesman liable for his work UK? ›

In the UK, a builder is typically liable for their work as long as their contracts dictate, and that tends to be 1-2 years as is the standard limitation period in most contracts. Outside of typical contracts in a broader sense, the legal limit would typically be 6 years, in line with the Limitation Act, 1980.

When should I complain to trading standards? ›

You should report a business to Trading Standards if they sold you something: unsafe or dangerous, like an electronic appliance with faulty wiring or food past its use-by date. fake. not as described - for example, you bought a package holiday but something advertised wasn't included.

What should you not do in trading? ›

  • No Trading Plan.
  • Chasing After Performance.
  • Not Regaining Balance.
  • Ignoring Risk Aversion.
  • Forgetting Your Time Horizon.
  • Not Using Stop-Loss Orders.
  • Letting Losses Grow.
  • Averaging Down or Up.

Is rogue trading a crime? ›

Rogue traders are criminals. They appear to be professional tradespeople, using printed leaflets and well kept vehicles, but these are used to con people. Criminal activities can include fraud, charging high prices for poor work or charging for work that is not done or isn't needed.

What are the 8 basic rights of consumers explain each one? ›

The eight consumer rights are: Right to basic needs, Right to safety, Right to information, Right to choose, Right to representation, Right to redress, Right to consumer education, and Right to healthy environment.

What does the consumer rights act cover you for? ›

It aims to protect consumers against poor-quality products and unfair business practices or contract terms with regards to transactions, repairs, refunds and delivery. A consumer is defined as “an individual acting for purposes that are wholly or mainly outside that individual's trade, business, craft or profession”.

What are the 7 responsibilities of a consumer? ›

These rights are Right to Safety, Right to Information, Right to make Choice, Right to be Heard, Right to Seek Redressal and Right to Consumer Education.

What are 5 things that consumers can do to protect themselves? ›

Consumers can protect themselves from these recession-related scams and others by following these recommendations:
  • Look at the track record. ...
  • Hire licensed professionals. ...
  • Pay the safest way. ...
  • Use gift cards and gift certificates promptly. ...
  • Don't pay in full upfront. ...
  • Recognize the danger signs of fraud.
9 Jan 2010

How do I make a claim under the Consumer Rights Act? ›

Where can you get help with your claim? For help in making a claim, or for more information about the Consumer Rights Act of 2015, which tells you about your all rights when buying different things, go to the Citizens Advice website or phone them on 0345 404 0506 or 0345 404 0505 (Welsh language).

How long do I have to return faulty goods? ›

You can get a full refund within 30 days. This is a nice new addition to our statutory rights. The Consumer Rights Act 2015 changed our right to reject something faulty, and be entitled to a full refund in most cases, from a reasonable time to a fixed period (in most cases) of 30 days.

Does everything have a 12 month guarantee? ›

There is no such thing as a 12 month guarantee with the retailer/seller. The length of time you have to return any product depends upon the life expectancy of the product.

What is the law for defective products? ›

—(1) The producer shall be liable in damages in tort for damage caused wholly or partly by a defect in his product. (f) any person who is liable as producer of the product pursuant to subsection (3) of this section.

Where is the best place to complain about a company? ›

File a complaint with your local consumer protection office or the state agency that regulates the company. Notify the Better Business Bureau (BBB) in your area about your problem. The BBB tries to resolve your complaints against companies.

What are my rights faulty goods? ›

You'll have legal rights if the item you bought is: broken or damaged ('not of satisfactory quality') unusable ('not fit for purpose') not what was advertised or doesn't match the seller's description.

What are the most common complaints? ›

10 common customer complaints
  • Product is out of stock. ...
  • Broken/defective product. ...
  • Product doesn't meet expectations. ...
  • Preferred payment not accepted. ...
  • Long hold times. ...
  • Disinterested customer service. ...
  • Having to restate the issue. ...
  • Issue not resolved on first call.
5 May 2022

Who should you first contact with a consumer complaint? ›

You can submit a complaint with Consumer Financial Protection Bureau (CFPB) which will forward your complaint to the company. The company must respond to you and the Bureau within 15 days. You will also be able to check the status of your complaint. If you don't want to submit a complaint, you can tell your story.

What industry gets the most complaints? ›

BBB Reveals Most Complained About Industries
Industry2011 Total ComplaintsPercentage of Resolved Complaints 2
Telephone Companies15,69196.3%
Furniture – Retail14,52175.3%
Auto Repair & Service14,49066.7%
Internet Shopping12,87771.9%
6 more rows
19 May 2020

How do I force a refund? ›

Contact the business.
  1. Be clear with your complaint. State why you are unhappy. ...
  2. Also state you want a refund. The company might try to give you something else, such as store credit, if you aren't clear.
  3. Realize that the first person you speak to might not be able to help you.

How long does a retailer have to replace a faulty item? ›

Returning goods during the first 6 months.

The Consumer Rights Act 2015 says that if you have purchased a product which is or has become faulty in the first 6 months after purchase, then the retailer must inspect the product to deem whether it was the consumer that caused the fault or not.

What is considered a defective item? ›

Products are considered to be defective when they have design, manufacturing, or marketing defects. When these flaws make the product unreasonably dangerous, victims have the right to pursue a product liability claim for compensation.

How long does a retailer have to repair an item? ›

Up to six months

If you discover a product is faulty after the initial 30-day period but within six months, you still have the right to request the retailer replace or repair the item.

Videos

1. Trading Standards Christmas gift buying guidance
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2. A look into the work of Trading Standards (DR)
(RiverClydeTV)
3. Hampshire Trading Standards Guide To Shopping
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4. Hampshire Trading Standards Guide To Credit Cards
(Hampshire County Council)
5. Hampshire Trading Standards Guide To Faulty Goods
(Hampshire County Council)
6. Career Advice on becoming a Principal Trading Standards Officer by Jane T (Full Version)
(icould career stories)

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