Problems when buying from the UK
If something goes wrong when buying over the internet from a company in the UK you have the same rights as when buying by telephone, mail order or any other method of distance shopping. This page gives you a guide on how to complain, who can help, taking it further and going to court.
Contact the trader with details of your complaint, and give them a chance to put the matter right. Put your complaint in writing and make sure you include this information:
- Date of advert and website where it appeared;
- Date of your order;
- Details of goods or service ordered;
- Amount paid and the method of payment;
- Any reference e.g. order or customer reference number;
- The reason for your complaint;
- Anything else you think is relevant;
- How you would like your claim resolved.
- A reasonable deadline in which to resolve any problems.
Keep copies of letters along with a diary of events and a note of any telephone calls (including the names of people spoke to).
Consider withholding any further money until the problem has been sorted out, but check the small print of any contract you have signed. You should be especially careful about withholding payments if you have taken out a credit agreement.
If the goods or service was over £100 and paid for on credit card (even just a deposit) then you should also speak to your credit card company as they can be held equally liable for any problems under the Consumer Credit Act.
If you are still not happy after complaining to the trader there may be a trade association or other body you can turn to for help. Some trade associations have codes of practice, which act as a guide as to whether traders have broken the association's rules.
You can also seek the advice of a solicitor. Some solicitors work in law centres or advice agencies which offer free advice. Other solicitors offer a low-cost initial interview - your local Citizens Advice Bureau can help find one. There is also the option of going to court.
Of course, whatever the consumer problem, you can call Consumer Direct for advice on 08454 04 05 06.
