| General
Comment- |
When you make a purchase
you enter into a contract with the retailer under the Sale of Goods Act.
This means that it is the retailer who is responsible for compensating
customers in the event of a faulty product (see the Retail & Shopping
complaints procedure if applicable). You can read the Trading
Standards advice leaflet on Buying Goods (England, Wales and N), the
Scottish version is available here,
for further information on this. Other information is also available in
the Know Your Rights section of this
site.
However, if the complaint
goes beyond simple refund or compensation and the issue is concerned with
the quality or safety of the product then it is the concern of the manufacturer
and the following complaint procedures can be followed. Plenty of links
to further information have been given below if you are unsure of the
procedures outlined here.
|
| Step
1 - |
Local resolution
1: You should act as quickly as possible if you wish to make a complaint
to a manufacturer. The longer you wait the more difficult it may become
to prove your grievance. Contact the company directly and detail your
complaint to them. They may ask you to send the goods to them.
|
| Step
2 - |
Local resolution
2: If you are unable to resolve your complaint with the manufacturer
you are probably best advised to contact the relevant Trade Association.
Many Trade Associations offer an arbitration or conciliation scheme and
will investigate complaints against their members.
|
| Step 3 - |
Authorities:
In all cases, if the complaint is still unresolved then you can seek advice
from your local Trading Standards
Office or Citizens' Advice
Bureau. They will give you free advice and may take up your complaint
for you.
|
| Step 4 - |
Court: Failing
all else you can still go to court to resolve your dispute. Details of
small claims court and other procedures are given in the Legal Section
of this site. You can also contact the Community Legal Service (justask.org.uk)
that gives access to free advice. Otherwise your local Citizens' Advice
Bureau will give you advice and will sometimes organise free legal representation
for you.
|
 |
NCAP-The
European New Car Assessment Programme on the AA website |
|
The Royal
Society for the Prevention of Accidents advice and information on seatbelt
safety etc. |
|
A website
where you can find a trade association with contact details |
|
Trading
Standards Central website offers a post code search facility to find your
local office. It also offers plenty of advice and leaflets on a whole variety
of trading standards issues |
|
The
National Association of Citizens' Advice Bureaux offers a post code search
facility to find your local office. |
|
The National
Association of Citizens' Advice Bureaux Adviceguide website offers lots
of advice regarding many issues. |
|
Government
Consumer Gateway website |
|
The Office of Fair Trading website offers advice on a variety of general
consumer issues |
|
Community
Legal Service's Just Ask! website provides links to a wide variety of quality-checked
sites for more information. It is also home to the online version of the
CLS Directory, which provides details of over 10000 solicitors and advice
agencies |
|
BBC's
Watchdog Web site provides advice on a large range if consumer issues. |
