How to be Smart with Your Money in a World of Dumb Customers!
Do you complain when you get poor service or buy a faulty product? The majority of people don’t. For a variety of reasons, not assertive, get fobbed off, don’t know legal rights or plain can’t be bothered. So how much money are you losing?
If you have paid good money for a meal why would you pay the full amount? You don’t legally have to do so. Under the Supply of Goods and Services Act 1982 you are entitled to services of a satisfactory quality and that are fit for purpose. Your meal arriving two hours late, wrong or undercooked are all reasons why you shouldn’t be paying! To say nothing of ruining your dinner out!
You buy a faulty item, why should you accept a repair or send it back to the manufacturer? Your contract is with the company that sold the item to you. Under the Sale of Goods Act 1979 (as amended) you are entitled to goods that are fit for purpose, as described and of satisfactory quality. You are entitled to your money back if these conditions are not met. DON’T accept a repair if within the first 6 months of purchase. After 6 months the onus is on you to show the fault was there at point of selling.
Here’s another little known tip. The Consumer Protection (Distance Selling) Regulations 2000. Some people know that they can send an item back within 7 days of receiving it if the item is faulty. But not everyone knows that you do not have to pay postage. Any company telling you to pay postage for returning an item is breaking the Law. If you just don’t like what you have ordered you can return the item but postage will depend on the terms and conditions of the website. Some things are not covered such as downloads and earrings but the Law is changing next year.
So armed with your rights you need to complain. In the first instance you can take an item back to the shop, obviously. But if you are not getting appropriate redress then you can speak to the manager or write to Customer Services. If you still don’t get any joy take the matter to the CEO. S/he might take some notice! CEOemail for contacts! Fantastically useful site!
Make sure that you say if you are not fully satisfied with the response that you will take the matter further. For example, social media, Financial Ombudsman, Small Claims Court etc. Ensure you quote the Law which they have broken to show you mean business.
Write using good English, lay out the facts, be objective and make it clear what you want to happen and give a timescale.
More tips and stories of successful complaining here
Good luck with your complaining, share your stories with me on my blog or Facebook page. You can follow me on Twitter too!