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Making a complaint
Go back to the shop as soon as possible, taking the goods with you if you can. If you can't get to the shop quickly, telephone instead.
Take the receipt or other proof of purchase, such as a credit card slip or cheque stub, if you have one.
Ask for the manager, explain the problem and say what you want done.
If you aren't satisfied with the outcome, write to the customer services manager or the chairman, at the head office if there is one. If you still don't 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, and keep a copy,
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 all else fails, you can go to court to sue for the return of your money or for compensation.
Don't rush in get advice first
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 that 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 the firm has gone bust then don't bother going to court as you won't get anywhere and certainly won't get any money.
If your claim is for £5,000 or less, you can use the small claims procedure.
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.
You can get advice, leaflets explaining the court procedure and help filling in the forms from a Citizens Advice Bureau or consumer advice centre.
Some of these can also provide free legal advice, and possibly someone to go to court with you.
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Last updated & checked:
04/04/2007