Your Life

Disputes

Sometimes when things go wrong with something you have bought or ordered from a trader, it can be a difficult situation to resolve for all sorts of reasons.

Before you complain, ask yourself a few questions:

  • Do you know who to complain to?
  • Make sure you know whether goods are faulty and have not broken just because they have been misused.
  • Have you still got your receipts or any other paperwork relevant to the purchase (order forms, guarantees etc.)?
  • Make sure you have all your information correct and your facts are accurate.
  • Act quickly, let the trader know as soon as possible if something is wrong. You also need to give the trader the opportunity to try and resolve the matter.
  • Be clear about what solution you’d like (in line with what you are entitled to in law).
  • If you want to take something back because you have changed your mind, make sure you know the traders returns policy.
  • If you’re still not sure where you stand check Your Life – Shopping tips or speak to an adviser.

Hints and Tips

Listed below are some hints and tips, which could make all the difference if you’re not sure what to do or how to handle things:

  • Try and remain positive when dealing with the company and explain clearly why you are not happy with your purchase. Give as much information as possible.
  • Take a friend or relative with you.
  • Even if you feel frustrated, try and stay calm as this can really help the situation and in some cases lead to a quicker solution!
  • It's good practice to back up any complaint in writing whether you have visited or spoken to the trader on the phone or not. It will provide you with a written record, which may prove useful if your complaint is not resolved quickly.
  • If you find your complaint is not being taken seriously you could ask to speak to a manager or get the manager’s name to write to (see example letters for more help on this)
  • When sending letters always use recorded delivery service or similar. Also - give a deadline for a written response. It can really help stop a dispute dragging on endlessly.

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