at a reasonable charge (if no price has been fixed in advance). But if the price was fixed, or some other way of working out the charge was agreed, you cannot complain later that it is unreasonable.
How to complain about goods
Don't delay
If you can't go there in person, then phone and register your complaint.
If there's something wrong with what you buy, tell the seller as soon as possible
Kathryn Hinchcliffe, Office of Fair Trading
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If the goods are faulty and you tell the seller promptly you should be able to get your money back.
If you don't complain promptly, then you may lose your statutory rights.
But if a fault occurs some time after your purchase then you should be covered by a manufacturers' guarantee.
Complain in Writing
If you're not happy, put your complaint in writing outlining the problem and how you would wish to see it rectified.
Keep Records
A receipt is the easiest proof of purchase, so keep a hold of it. But a bank or credit card statement is also legal proof and must be accepted by the retailer.
You have the same rights even if you lose your receipt but it is useful evidence of where and when you bought the goods.
Keep a record of any phone calls made about your complaint, as well as a record of all correspondence.
If you received the faulty goods as a present, you may have to ask the person who bought them to complain for you as the buyer has the statutory rights, not you.
Contact a trade association
If the company you have used for a service is a member of a professional trade association, you can complain to them.
Get advice
Get professional advice - you might even wish to take the matter to court (click here for our guide on this).
How to complain about a service
Complain
Talk to your supplier and give them the opportunity to put the problem right.
If you're not happy, put this in writing (addressed to the manager or customer services), outlining the nature of the problem and what you expect to be done, including a deadline.
Keep copies of your letters and a diary of events including any photographs if appropriate.
Don't pay
Consider not paying until the problem has been sorted, but always check the small print of your contract first before doing this. Your statutory rights are not affected if you continue to pay, and non-payment may affect your credit rating.
Get a second opinion
Get quotes from other traders, or seek the opinion of an expert organisation to back up your complaint.
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