2007
Central heating provision and hot water are taken for granted until we lose the luxury during the cold winter months and are faced with the unexpected expense of plumbing costs or central heating repairs. Consumer Direct Scotland is on hand to offer advice to keep us warm this Christmas.
01 December 2007
In the last 12 months Consumer Direct Scotland has dealt with over 4300 complaints about Home maintenance & improvements; of which over 700 were related to plumbing and central heating installation & servicing.
Follow Consumer Direct Scotland’s guidelines to make sure that you pay a fair price for a satisfactory job:
Finding a suitable company
- Ask family and friends for recommendations of local traders.
- Ask traders for references and follow them up. Ask to see examples of similar work they have done in the past.
- Check if the trader is a member of any Trade Associations. Never rely on what is printed in an advert – always check. Trade Associations will confirm if a trader is a member. This may give you some extra security as some associations have protection schemes or will help to resolve disputes.
- Beware of traders phoning or knocking on your door, especially if they want you to sign up to a special deal on the spot. Don't be rushed by traders who just 'happen to be in your area'. Don't let anyone talk you into making a quick decision you later regret.
Payment
- Try to avoid paying deposits, particularly large deposits, and don’t ever pay the whole amount up front. There is a risk that the trader could disappear with your money and you will have less leverage over completion, quality etc.
- In all cases, you should try and keep back enough money to keep pressure on the trader to get on with the job and to finish it properly. But be fair about completion: pay promptly if everything contracted for has been completed satisfactorily.
- Be suspicious if you are suddenly being charged for extra expenses. If you have agreed a price beforehand for the work, you should not have to pay for 'extras'.
- Raise any problems as soon as they arise as work progresses. Before making any final payment make sure you are satisfied the work has been carried out properly and meets the terms of the contract.
- Sometimes unexpected extra work will be needed, but agree the additional costs in writing before extra work starts.
Get and keep the paperwork
- Always make sure that you get a written quote covering the work, the price, payment arrangements and start and finish dates, rather than an estimate, from at least three traders. A quote is the actual price that you will be expected to pay for the work to which you have agreed. An estimate is simply a guess at the final price and you may find that the final cost is much more than you expect. Don’t always choose the cheapest quote – compare the quality and standards of service as well.
- Get an invoice, including VAT, and ask for a signed receipt for every payment you make - keep all invoices and receipts.
- Keep copies of all paperwork, including quotes, invoices and receipts.
When paying on credit
- If you have any kind of credit agreement, think carefully and take advice from Consumer Direct Scotland before withholding payments as your future credit rating could be affected.
- If you paid by credit card or the work is being financed by a credit agreement arranged by the trader, the lender is jointly liable with the trader for any breach of contract (if the work costs between £100 and £30,000). Tell the lender if there is a dispute.
- If you are buying goods or services costing over £100, consider paying by credit, as you may be able to claim your money back from the credit company if the trader fails to honour the contract.
If things do go wrong give the trader a chance to put things right first. For more clear, practical advice call Consumer Direct on 08454 04 05 06
-ends-
MEDIA enquiries: Jean Mackenzie Tel: 01851 822300
NOTES
1. Consumer Direct is a telephone and online consumer advice service funded by government and managed by the Office of Fair Trading. It operates in partnership with Local Authority Trading Standards Services to offer consumers clear, practical and impartial advice and information.
2. Consumer Direct has around 350 trained advisers in 11 contact centres across England, Wales and Scotland.
3. The information and advice helpline is available on a single national telephone number - 08454 04 05 06 from 0800 – 1830 Monday to Friday, and 0900 – 1300 Saturday, excluding bank holidays and public holidays.
4. A Welsh-speaking Consumer Direct service is available on 08454 04 05 05. Minicom users should call 08451 28 13 84.
5. Calls to the Consumer Direct 0845 numbers are charged at no more than four pence per minute from a BT landline. Call charges from other landline providers or mobile phones may vary. Please check the rate with your phone service provider.
6. Northern Ireland has its own service called ConsumerLine (available on 08456 00 62 62) which is similar to Consumer Direct. Visit the ConsumerLine website.
