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Complaints

Legal Knowledge (3)>Consumer Rights (1)>Complaints (0)

About this section

If you have a complaint to make about goods or services you have received there are practical steps you should take to resolve the issue quickly and effectively.

Before you make a complaint you should make sure you know precisely why you are dissatisfied with the item or service you have purchased and how you want the issue to be resolved. Your request should be reasonable. If you have a serious problem or have been injured, you might be able to claim compensation.

You should contact the seller or trader as soon as you find there is a problem with the goods or services you have received. If you are complaining about an item you bought, you should take it back to the shop where you purchased it. You should explain what the problem is and say what you wish to be done. It is helpful to take your receipt as proof of purchase.

If you are complaining about a service, you should contact the trader and allow them the opportunity to rectify the situation.

If you are not satisfied with the response you receive, put your complaint in writing. Write a letter to the head office or manager of the shop or trade company and explain the steps you have already taken. Keep copies of your letters and date them for future reference.

If you are complaining about a service, see if the trader is a member of a trade association. If so, you should contact them as they may be able to provide a conciliation, mediation, or arbitration service to help sort out your complaint.

If the situation is still not resolved, you may wish to consider taking county court action against the seller. If you are claiming for anything up to £500, your case will most likely be settled quickly and informally by the district judge. Seek advice if you are considering court action.

You will not have legal grounds for complaint if:

You were told about the defect beforehand
You examined the item before you bought it and should have seen the defect
You did the damage yourself
You bought the item knowing it was not fit for what you wanted it for
You made a mistake buying the item
You changed your mind

However, many shops have policies which offer you more than your statutory rights. Many will accept the goods back and offer you a refund or exchange item(s) if you have proof of purchase and return it within a specified period of time. Contact the seller to see what you are entitled to according to their individual policies.

UKLA Direct is a trading name of TLA Direct Limited, a company registered in England and Wales (Company Number 06643412) whose registered office is Pegasus House, 463A Glossop Road, Sheffield, S10 2QD. TLA Direct is regulated by the Ministry of Justice in respect of regulated claims management activities. It's registration is recorded on the website www.claimsregulation.gov.uk CRM14556. In the event that you instruct a UKLA solicitor following introduction through this service, the solicitor may pay a fee, dependant on the type of work, to TLA Direct for marketing and administration services. This fee may either be a fixed amount, a percentage of up to 15% of the fees billed by the solicitor or nothing. In no circumstances will this fee be added to your quote/bill. Your solicitor will advise you of any such fee in their letter of instruction.