Problems with a purchase
If you've received less than expected in a purchase don't just write it off - here's how to take action.
Making a complaint
- Go back to the shop as soon as possible, taking the goods with you if you can. If you cannot get to the shop quickly, telephone instead
- Take the receipt or other proof of purchase, such as a credit card slip if you have one
- Go to customer services, explain the problem and say what you want done
- If you are not satisfied with the outcome, write to the customer services manager or the chief executive, at the head office if there is one
- If you still do not get anywhere, you may think about whether you want to take the matter to court
Telephoning
- Make a note of what you want to say
- Have relevant receipts or documents ready
- Get the name of the person you speak to
- Note the time and date and what is said.
- Follow up your complaint with a letter, particularly if you have a serious complaint
- Describe the goods, where and when you bought them and how much they cost.
- Explain the problem, any action you have taken so far, who you dealt with and what happened
- Say what you want done, for example, a refund or repair
- Consider using special delivery so you can easily check that your letter has been delivered
- Keep copies of anything you send. Don't send original documents such as receipts and guarantees - send copies
Going to court
If you have no luck with the shop, you can go to court to get your money returned or for compensation. Before doing this, you may want to get an opinion on whether you have a good case. This can be obtained from a solicitor. Some work in law centres or advice agencies which offer free advice. Many solicitors in private practice offer low-cost initial interviews. Your local Citizens Advice Bureau can help you find such a solicitor.
If your claim is under £5,000 (in England and Wales, less in Scotland and Northern Ireland), you can use the Small Claims Court. This is quite informal and usually held in private, without solicitors. Even if you lose you will not have to pay your opponent's legal costs. The only exception to this is if the court thinks that you caused wasted costs, for example, by making a wholly unreasonable claim or not attending the hearing.
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