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13 Problems with Goods and Services
Many of us have problems with things we buy from time to time, perhaps because they are faulty, installed wrongly, unsafe or not what we ordered. You can use various consumer protection laws, for example to get such problems sorted out free of charge or to get your money back. This leaflet describes how to do this and explains your rights.
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If you have a problem with something you buy or pay for, there are laws that can help you. You rarely have to go to court to solve consumer problems. But your chances of getting a shop, tradesperson or other service provider to deal with your problem properly are much better if you know your legal rights.
Many companies will deal with a complaint and, for example, replace or repair something without question. But if your complaint doesn’t solve the problem, this leaflet explains your options – and tells you how to take things further, including how to get expert legal help.
The 'Further help' section has contact details of organisations that may be able to help you.
This leaflet is published by the Legal Services Commission (LSC). It was written in association with Sue Bloomfield, a freelance consumer affairs writer.
Leaflet Version: May 2016
CLS Legal Info Leaflets