How to Resolve Your Problem - Goods
Once you have decided that you have a justified complaint there are a series of steps you need to take in your attempt to resolve the matter:
- Stop using the item if at all possible
- Tell the trader as soon as possible
- Confirm the details of your complaint in writing
- If the trader is part of a group and you are having difficulties with the branch, go through the head office
- Make sure you have some proof of purchase, a receipt is not necessary, a cheque stub or credit card will do just as well
- Keep copies of everything you send to the trader. Do not part with any original documents
- Depending on the length of time since the purchase you may be entitled to a refund. Alternatively your options could be a repair or a replacement or a price reduction. Tell the trader what you would be happy with and be prepared to negotiate
- If you have bought the goods on credit contact the finance company (Buying On Credit)
- Remember the trader may wish to have the goods examined, possibly by the manufacturer, to confirm that a defect exists. This is not unreasonable
- Keep a written account of proceedings
- If the complaint cannot be resolved amicably check if there are any alternatives to court action - trade arbitration schemes etc
- If all else fails consider court
- Do not sue 'a man of straw' - someone who has no money to pay you. You will be throwing your own money away
This page was last updated on 09 January 2004
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