Advice to consumers - Buying and using a service

How to resolve your problems

Information and advice about buying services.

How to resolve your problems

Once you have decided what your rights are, you will need to take a series of steps to solve your problem. It may seem a long procedure, but it does work.

• If a problem arises with the goods or parts after repair, servicing or fitting, check that there really is a fault. If you have an instruction booklet, read it carefully.
• If the problem appears to be major fault, stop using the goods if you can.
• Be certain that the fault was not caused by misuse, an accident or normal wear and tear.
• Collect together all the documents, including any contract, guarantee or invoice you were given when the job was carried out.

You will now need to contact the trader straight away and report the problem.

• Either visit, phone or write to the trader. If you visit, take your documents with you. If you write, briefly set out the problem and ask the trader to get in touch with you. See the sample letter enclosed. Send your letter by Recorded Delivery. Include a copy of your proof of purchase. Don't send originals. Start keeping a record of what happens for future evidence.
• Ask to speak to, or write to, the manager or owner. Explain your problem, keep calm but be firm. Make it clear whether you want a refund, replacement, a repair or compensation. Remember you may still be entitled to a refund, replacement or a repair, plus compensation. You may still be entitled to a replacement or refund when a repair turns out to be unsatisfactory. Don't demand something you're not entitled to.
• If there is a doubt about your claim, you may ask or the trader may arrange for somebody to call out and examine the work which has been carried out. This should be done within a reasonable time, and without causing you significant inconvenience. It may be somebody from the trader's own service department, the manufacturer or an independent expert. When they come, make a note of the person's name, where they are from and anything they may say about the problem.
• If the cause of the fault is still disputed, ask if the firm is a member of trade association. If so, you can contact the association as they may be able to help sort out your complaint.

If the problem still remains you must write to the trader - see the sample letter. Ask for the head office address and send them a copy of your letters as well. Send your letter by Recorded Delivery (you must go to the post office for this). Keep a copy of each letter.

• If the trader replies and asks for more information, be as helpful as you can. This may help the trader solve your problem. If the traders asks for receipts or other documents send copies, not the originals. keep a copy of any reply you send.
• If you get no reply to your letter, send the trader a reminder letter. Send a copy of your last letter as well. Remember to keep a copy of both letters. Send your reminder letter by Recorded Delivery.
• If the trader offers to do something, but not what you have asked for, you can either accept the offer or negotiate for a better offer. Be reasonable in what you are prepared to accept. Sometimes it can be better to compromise. Only you can decide this. Keep a copy of every letter you write.
• If the trader doesn't reply to your letters, refuses to do anything, or makes a final offer you are not prepared to accept, you will have to think about going to Court. Only a Court can order a trader to sort out your problem. Most claims can be settled in the County Court in England and Wales. This doesn't need to involve a solicitor. You can pick up further leaflets that explain fully the procedure from the Court.
• If you decide to take the trader to Court you will have to prove what the fault is and that the trader is responsible.

Remember Court is the last resort. Before you go to Court, think carefully.

Ask yourself:

• Will I be able to find the trader? It is your job to find him/her.
• Have you got evidence? It is your job to prove your case.
• Have the traders got money to pay what the Court may award? It's not worth suing a person or limited company if they have gone bust.

If you have lost money on a faulty repair or service, don't waste more money on a case you cannot win.

Contact Details

Consumer Advice and Information in Solihull, is now provided by our partners at Consumer Direct West Midlands. Consumer Direct is a telephone and online consumer advice service, which is supported by local authorities (Trading Standards) and Central Government. If you do need support or assistance from Trading Standards, you will of course be referred to them by Consumer Direct.