We all purchase goods and services as part of our daily life. Providers have responsibilities to consumers, as outlined in the sections below:

Goods

When you buy goods in the UK, the law specifies that what you buy must be:

• Of satisfactory quality: This means that the goods must meet standards that any reasonable person would regard as acceptable. This takes into account the description of the goods, the price, their safety and their durability. Goods must also be free from faults and minor defects, unless brought to your attention first. For example,some goods sold as ‘seconds’.
• Be as described: This means the goods must be as described by the seller. This includes information given on the package and display signs. They must also conform to any advertising claims made.
• Fit for purpose: This means the goods must be suitable for use in the way they are intended for, or for their specified purpose .

All sellers are required to display the full price including VAT of all goods they are selling to consumers. Goods sold loose are required to have a unit price displayed in metric units. They can also include the price in imperial units.

It is a criminal offence for a seller to give misleading information about the price of goods; for example, displaying a lower price than the one charged. However, if the seller has made a genuine mistake in the price of goods, you do not have an automatic right to have the goods sold at the marked price.

It is an offence for a supplier to sell you goods, new or old, unless they are safe. If you believe you have been sold unsafe goods you should contact Consumer Direct on 08454 04 05 06.

If you are unhappy with the goods you have received, there are various steps you can take to resolve the issue.

Services

When you pay for a service you are entitled to expect certain standards. Under UK law, a service must be carried out:

• With reasonable care and skill: This means a job should be done to an appropriate standard of workmanship.
• At a reasonable charge: If no price has been fixed in advance, you should ask a trader how much a particular job will cost.
• Within a reasonable time: Even if you have not agreed a definite completion date, you should still expect the job to be completed within an appropriate period of time.

If you buy goods as part of a service, you are entitled to the same statutory rights as if you had bought them separately.

If you are buying a service which involves a great deal of work, such as a kitchen fitting, you should get several quotes from different companies to find the best deal. You should consider using a company who are part of a trade association as this can give you extra protection if something goes wrong.

If you pay for a service using your credit card or the trader arranged the finance for you, and the cost of the work is between £100 and £30,000, the credit company may be equally liable for any breach of contract. This means you may be able to claim compensation from the trader and/or the credit company concerned.