Problems with Goods and Services

• 01. Introduction

• If something you buy breaks down or doesn't work properly,you could be able to get a new one, your money back,or compensation. And if you pay someone to do a job for you,and they don't do it properly,you may not have to pay them for it. This leaflet explains...

• 02. What is the difference between 'goods' and 'services'?

• If you have a problem with something you've paid for, it's important to know whether your problem is about 'goods' or 'services', because your legal rights may be different. Usually it's obvious whether things are goods or services. Examples of goods are: ...

• 03. Dealing with problems with goods

• If you have a problem with a product, you should first complain to: the retailer (the place you bought it from); or if it is under guarantee, the manufacturer. They may offer to fix it free or replace it without an argument. When you contact...

• 04. How do guarantees and warranties work?

• Many products come with a free guarantee or warranty from the maker. This may promise, for example, a free repair or replacement if the product goes wrong within a year. There's no legal difference between a guarantee and a warranty. If the goods are still...

• 05. What if a product hurts someone or damages something?

• Sometimes a faulty product may harm people or damage other things (for example, if an electrical appliance catches fire and damages your home). In this case, different laws, relating to what is called 'product liability'. If a product injures someone or...

• 06. What if I buy by phone, mail order or over the internet?

• In general, the laws that apply to buying things in shops also apply when you buy by mail order or over the internet. The Distance Selling Directive gives you extra protection when buying from any European Union country: by mail order; by fax; ...

• 07. What if there is something wrong with the food I buy?

• The terms of the Sale of Goods Act and the Consumer Protection Act also apply to food that you buy. If the food you buy turns out to be 'contaminated', you may be able to claim compensation. Food can be contaminated by: bacteria which gave someone food...

• 08. What are my rights if I buy on credit ?

• If you pay 100 or more for something using credit (such as a credit agreement or credit card), the Consumer Credit Act 1974 gives you rights against the credit card company if the goods are faulty, or if they aren't delivered. Along with the retailer, the...

• 09. Dealing with problems with services

• If you have a problem with a service, you should first contact the service provider or company involved. They may offer to sort out your problem without an argument. It is best to put your complaint in writing and be clear about what you want done. This...

• 10. Ways to sort out your problem

• If you have a problem with a service, and the service provider refuses to put the matter right or even answer your letters, there are several ways of trying to get matters sorted. Work through the options given below. You should at least think about each...

• 11. Further help

• Office of Fair Trading (OFT) Phone: 0845 7224 499 For Office of Fair Trading publications, Phone: 0870 6060321 The website of Office of Fair Trading Department of Trade and Industry Phone: 020 7215 5000 The website...