FAQs...
Below are our articles on the subject of FAQs. If you can't see what you are looking for our other categories are displayed on the left under 'Our Quick Links'...
A Guide to the Consumer Rights Act 2015
The new Consumer Rights Act simplifies previous legislation such as the Sale of Goods Act to make it more comprehensible to consumers. Our straight-forward guide explains how you can use the act when ...
About Service Charges and Tips
Sometimes you pay a service charge with a meal, sometimes you leave a tip. How does it work - and how much should you leave, and when?...
Additional Guarantees on Credit Cards
Buying items with a UK credit card gives you not only the same rights as if you'd paid cash, but others too, and this article explains them....
Air Travel: Your Rights
Air travel is commonplace now. But are you aware of your rights regarding all the different aspects of air travel? This guide explains it all....
Am I Entitled to a New TV?
Since more than six months has elapsed since a sale, what rights does a customer have on returning an item?...
Am I Entitled To A Refund?
When is an item considered faulty, and do you have to accept a shop credit note?...
Am I Liable For Faulty Hire Car?
What the law says about faulty hire car repairs...
Avoiding Counterfeit Goods at Christmas
If it sounds too good to be true - it could be a fake! Here's how to avoid buying counterfeit goods in the Christmas rush....
Bad Investment Advice: New Ruling Could Equal Compensation.
When the Keydata financial services company was put into administration, many people lost out. A new ruling means compensation may be on the horizon....
Booking a Holiday - What if it Goes Wrong
We've all heard of holidays from hell. But what are your rights if it happens to you? This guide explains what you can do....
Bought a Car from the Personal Ads: What Are My Rights?
What can you do if goods bought privately are faulty?...
Bought Extra Flooring on Shop's Advice: Can I Get Refund?
What can you do if you've bought too much flooring on a sales person's advice?...
Budget Supermarkets: Wise Move or a False Economy?
With food prices soaring, budget stores like Aldi and Lidl are increasing in popularity. But what are they really like?...
Business With Foreign Company: How to Protect Myself?
What to do when imported goods don't arrive or meet their description...
Buying a New Car: Your Rights
A new car is one of the biggest purchases you'll ever make. This guide shows you the rights you have when buying a new vehicle - and what to do if it goes wrong....
Buying a Used Car: Your Rights
Buying a used car can be a tricky business. This guide lets you know your rights - and the dangers - when buying a used vehicle....
Buying an Extended Warranty on a Used Car
Used car warranties can vary widely depending on the make and model of car, type of cover required and price, so be sure to read the small print....
Buying by Mail Order
These days when you purchase by credit card there are several laws to protect you. This details your rights....
Buying by Telephone or E-mail
It's commonplace these days to buy by phone or e-mail, and even mobile phone of sms messaging. This explains your rights....
Buying on Credit: Your Rights
Buying on credit is something we all do at some stage. But do you know your rights for credit purchases? This explains them....
Can A Refund Be Given After a Death?
Does the death of one party mean the other has to refund money paid under a contract?...
Can a Retailer Take Extra Payment Without my Authority?
Can a retailer take a payment on a card without authorisation?...
Can I Get a Refund After Damaged in Transit?
What are one's rights over the replacement of an repaired item damaged in transit?...
Can I Get a Refund for Missing Items in Kitchen Units?
Should a retailer replace faulty items, and what action can be taken on mis-sold goods?...
Can I Get a Refund on a Damaged Display Model?
Does the Sale of Goods Act apply to ex-display items?...
Can I Get a Refund on Watch Not Bought from a Shop?
Can you get a refund on a watch bought in the car park of a motorway services area?...
Can I Get My Credit Rating Changed?
Is it possible to have entries on your credit file changed?...
Can I Get My Deposit Back on New Build Property?
Does a time overrun on a new development contravene a provision of the Sale of Goods and Services Act?...
Can I Leave Without Paying if Card Machine is Not Working?
What can you do if a card machine isn't working in a petrol station - and you can't pay?...
Can I Return a Puppy to the Seller?
Even a puppy is covered under the Sale of Goods Act, with quite broad protection when bought from a retail business....
Can I Return Something Because I've Changed My Mind?
If you buy something and it's not what you wanted - what can you do?...
Can Multipack Items Be Separated?
Multipacks are a popular way to buy in the supermarket. But when can you separate the items in a multipack?...
Car Hire Refund?
How do the Distance Selling Regulations apply to car hire?...
Cash for Gold: What the Story?
Can you ever get a really good deal when selling your gold by post?...
Cashpoint Fraud: Scams Targeting the Elderly
It's a sad fact of life that elderly people are often targeted by fraudsters at cash points. here's what to look out for......
Changes to Consumer Law - How Will They Affect Me?
Consumer law is undergoing some wide ranging reforms in the future - what do they mean for the average consumer?...
Changing Your Utility Suppliers: FAQ
How easy is it to change utility suppliers?...
Choose a Utility Supplier
With so many utility suppliers and tariffs choosing a utility supplier can be a minefield. This guide helps you find your way through....
Christmas Sale: Don't Get Ripped Off at Christmas!
It's tempting to go mad in the sales with all the bargains - but what are your rights if the bargain doesn't turn out so great?...
Christmas Savings Clubs and Schemes: How Do They Work?
Thinking of joining a Christmas Savings Club for 2010? Here's what you should know....
Claiming Compensation Under Data Protection Act
You can claim compensation under the Data Protection Act if a breach causes you damage and distress. This offers you a guide to claiming compensation....
Common Consumer Misconceptions
Most people think that they know their legal rights when it comes to consumer law, but it’s actually surprising how many misconceptions there are about what you are - and are not - entitled to....
Complain About Your Meal
Eating in a restaurant should be a pleasure. But on those occasions when it's not, how should you complain about your meal - and what can you expect?...
Consumer Protection for Vulnerable People: A Case Scenario
What happens when vulnerable people are conned into buying things they don't need...
Consumer Rights and Store Cards
Store cards differ from credit cards in several ways – and they’re not a very good deal....
Could We Just Stop Paying On Our Time Share?
Is it worth defaulting on a timeshare agreement?...
Council Houses - Your Right to Buy
If you live in a council house, you might well have the right to buy the property from the council....
Dealing With Cowboy Builders
Cowboy builders are terrible, but with some care they can be avoided – and even if you’re a victim, there is recourse....
Delay on Sofa Ordered for Delivery Before Christmas: What Can I Do?
The relatives are due in a week and you have no sofa for them to sit on - what can you do?...
Dentists - What They Should Do For You
We all need a dentist from time to time. But what should you really expect from your dentist?...
Do I Pay a Delivery Charge for Faulty Replacement?
Although more than six months has elapsed since purchase, the circumstances mean the Sale of Goods Act should apply here....
Doctors - What They Should Do For You?
We all need our general practitioners, and they do a good job for us. But when you go to the surgery, what should you expect?...
Experience Voucher Expired: Can I Get a Refund?
If you buy a voucher for a gift experience or leisure activity, is it right that they can expire without you having derived any benefit from it?...
Faulty Goods
We've all bought faulty goods. But if it happens, you have rights for returning them - and they're all explained here....
Faulty Plumbing Part: Can I Claim A Refund?
How long is a “reasonable” time for returning a faulty item under the Sale of Goods Act?...
Food Labelling Explained
Do you find food labels confusing? They can be!...
Gardener Overcharged Us: Can We Refuse to Pay?
One of our readers felt he had been overcharged by a gardening company. Here's what to do when you're overcharged....
Getting a Good Deal on Credit and Loans: FAQ
A few ways to get a better deal with credit...
Getting Credit When You Have a Bad Record
What are the options for getting hold of credit when times are tough?...
Going to Court Over Data Protection
If you feel the way an organisation has processed your data had led to damage and distress for you, can you take them to court. This guides you through the process....
Holiday Lets: Is the Contract With Owner or Agent?
Contract law can be confusing - who is responsible for a holiday let, the owner or the agent?...
Home Working: How to Spot the Scams
All you want to do is make a bit of extra cash - but there are always people who want to scam you out of it!...
Housing Insurance for a Rented Property
The type of insurance you’ll need with a rented property depends on whether you’re the owner or the tenant....
Housing Insurance For a Shared House
It can be harder to obtain insurance for a shared house or flat, both for tenants and for owners....
How Are Price Comparison Sites Regulated?
The Comparison Consortium was launched in late 2008 and has a new code of practice - but what does it do?...
How Does the Advertising Standards Authority Help Consumers?
If you see an advert on the TV that you think is far fetched - the Advertising Standards Authority may be able to help...
How to Avoid Extra Insurance Costs
Insurance is one of those areas of life that the pubic can be easily ripped off if they are not too careful - avoid extra insurance costs by being a savvy shopper......
How to Avoid Getting Into 'Energy Debt'
It's so easy to get into energy debt, through no fault of your own. Here's how to avoid getting in the red with your energy provider....
How to Complain
Many of us have needed to complain about products we've bought. Often the law is on your side, and this guide takes you through the complaint process....
How Will the VAT Price Hikes Affect You?
How will the recent rise in VAT to 20 per cent affect you?...
In Trouble With Credit?
What to do if you're targeted by a loan shark...
Is the Shop or Manufacturer Responsible for Faulty Goods?
When a shop and a manufacturer are both blaming each other for faulty goods, what can you do?...
Landline Billing and Charges Explained
Making sense of the variety of landline charges can be hard. This guide takes you through it, as well as the way you're billed....
Leasing A Car Explained
Leasing a car can be a good alternative to hire purchase - but it can also be a maze. This guide helps you find your way through....
Let Your Property Properly
Letting property can be a great investment, but to do it properly you need to know your responsibilities. This explains them to you....
Loyalty Cards: What to Expect
You give up a lot of information to a retailer when you use a loyalty card. But on the upside you effectively end up with cash back on purchases you'd have made anyway....
Maintenance and Repairs: What to Expect
When you take your car in for service or repair, you want the work done properly. This tells you your rights - and what to do if things go wrong....
Minimum Price for Alcohol Units: How Will it Affect You?
What's happening with plans to introduce a minimum price per unit for alcohol?...
Mobile Billing and Charges Explained
Mobile phone costs can be high. But if you're on the right plan, be it contract or pay as you go, you can save money. There are even ways to reduce costs if you go abroad....
Moving House: My Gas and Electricity Company Nightmare
Checking your electricity and gas supply and billing when you move into a new property is vital. Here is the story of how one new resident was incorrectly billed several times over....
My Mortgage Has Increased Can You Tell Me Why?
Should a borrower have been informed that a mortgage break would mean increased payments after the break had finished?...
My Parcel is Missing What Can I Do?
How do you find a parcel that Royal Mail say has been signed for, but the tracking number shows is still in the sorting office?...
Personal Loans and Your Rights
If you’re considering taking out a personal loan, or already have one, you should be aware of both your rights and your responsibilities....
Private Health Care
With NHS budget cuts and long waiting lists, going private can seem like a good option. But what, exactly, are you paying for?...
Problems When Terminating Gym Contracts
Terminating a gym membership can be a lot harder than you imagine. You might not know it, but you’ve effectively signed a credit agreement that ties you in for the length of the membership....
Protection for Online Event Ticket Buyers
Find out about recent regulations for online ticket resale, which should help combat ticket scams....
Rail Travel: Your Rights
Rail travel has both a good and a bad reputation. But this guide to you rights will help you have the best possible journey - and tell you what to do if that doesn't happen....
Returning a Gift to the Shop
If someone buys you a gift that doesn't suit, can you demand the money back?...
Selling Your Car? Look Out for Scams
If you need to raise money fast and are thinking of selling your car, you need to know the pitfalls of 'buy any car' schemes. Here are some tips....
Shopping Online: Your Rights
Buying online carries its risks. But this guide can show you your rights and help you enforce them....
Should Bank Keep a Copy of Loan Agreement?
If a bank loses your agreement do you still have to pay?...
Should I Get Repeat Dental Treatment Free of Charge?
If dental treatment wasn't done properly, should it be re-done free of charge?...
Should I Pay for Internet Service When Internet is Down?
Does a long break in Internet service constitute a breach of the Supply of Goods and Services Act 1982?...
Spa Treatments: Your Consumer Rights
Guide to the law and your rights relating to spa services. What you should know about the supply of goods and services act and how it relates to beauty treatments....
The Bank Overdraft Charges Ruling: What Does it Mean for Consumers?
The recent decision from the courts on overdraft charges offers little hope for consumers...
The Consumer Contracts Regulations: Know Your Rights
The Consumer Contact Regulations protect you when buying online or at a distance. Know your rights under this legislation with our definitive guide....
The Digital Economy Act and How Will it Affect You
Did you know the last government introduced legislation that could lead to people who share files over the Internet losing their Internet connection? Here are the details....
The Downsides of Pay Day Loans
It seems like the perfect answer to a short-term credit problem...but a payday loan isn't something to be taken lightly....
The Fake EHIC Card Scam
EHIC scams - how misleading websites are charging for a service that's actually free....
The Government's New Car Scrappage Scheme
The government's new £300 million 'car scrappage scheme' - a financial incentive designed to encourage drivers to buy new cars....
The Insurance Act 2015: The changing face of insurance?
The insurance act 2015 places bigger repsonsibilities on policy holders and insurers alike. The basic elements of the act are explained here....
The Lowdown on Diet Pills and Slimming Aids
What pills can actually help you lose weight?...
The Problems With Automatic Data Processing
Much data is automatically processed these days and used to make decisions about you. But if you disagree with those decisions, there are legal steps you can take....
The Rights Of First Time Buyers
Buying a house for the first time can seem like entering a maze. But when you're searching for and buying a property, you have certain rights....
The Rights of Renters
People who rent their property, whether privately or from the council - have plenty of rights. This tells you what you can expect from your landlord....
The Salesman Won't Leave: A Case Scenario
What to do when the salesman won't go and you've been pressurised into something...
The Structure Warranty on My Sofa?
How can a customer resolve the problem of a sofa whose structure collapsed within three months? What legal options are available?...
Tick Boxes: Changes in EU Law
How will the new Consumer Directive stop you being misled online?...
Timeshares and Your Rights
Timeshare presentations are often high pressure situations. But if you're considering buying a timeshare, read this first and understand your legal rights......
Top Ten Consumer Complaints and How to Deal With Them
Consumer Direct report that used cars are still top of the list of complaints - but what about the others?...
Top Tips on Making Credit Work for You
Credit is all around us - so how can you avoid getting into a muddle with it this Christmas??...
Unfair Charges: How I Took on a Gym Chain and Won!
Gym chains are notorious for small print in their contracts - but this one took on the wrong person......
Unusual Case Histories from Trading Standards
Trading Standards help many people who have legitimate complaints, but some prove to be quite strange! Read one advisor's experience of the more unusual cases......
Using The Law To Protect Your Personal Data
Every day information about you is being processed and stored on many different databases. But under the law you have rights to ensure it's used wisely and sparingly...
Using the Small Claims Court
Small claims court is often a last resort for settling a dispute. This offers you a full guide for using the small claims procedure....
Utilities: How to Complain
We have to have them - but they can be a headache. What do you do if your utility company can't get things right?...
Utilities: Service You Should Expect
It might seem utility bills keep going up, but you do have the rights to certain services. This details what you can expect from your service providers....
Utility Billing and Payment
As utility bills continue to rise, there are steps you can take to keep them at a minimum. This gives you a guide....
Weddings: When it all Goes Wrong
It's the day you need everything to go right - how do you avoid it all going wrong?...
What Are My Rights If No Terms Are Agreed?
What do you need to have in writing before authorising work to begin?...
What Are my Rights on a Faulty Television?
How long after purchase does the Sale of Goods Act 1979 apply?...
What Can I Do To Hurry Payment Up?
What consumer protection does someone have on an incident that happened in Australia?...
What Can I Do When Goods I've Ordered Don't Arrive?
If you order goods and they don't turn up, what can you do?...
What Car Warranties Mean
A warranty is a vital part of a new car purchase. This guide tells you what to look for and expect, and what to do if there's a problem....
What Guarantees Mean
Many products come with guarantees and others offer warranties, even extended warranties. This guide tells you what they mean and the rights they give you....
What If A Market Trader Rips you Off?
Market traders are subject to the same selling laws as regular shops, so consumer rights are on your side....
What If a Retailer I've Ordered from Goes Bust?
It's happening more and more, so what should you do if the company you ordered from has gone bust?...
What If Your Plumber Makes Mistakes?
If you’re employing a plumber, make sure it’s a good one, and if he doesn’t do the job properly, your have several options to see it’s done right, or get your money back....
What is the Consumer Credit Directive?
New rules implemented in January 2011 aim to make borrowing fairer for consumers....
What is the Local Authority Assured Trader Scheme?
Where can you go to find out if a trader is reputable before you use them?...
What is the Proposed New Consumer Advocate?
You may have heard that we're getting a new consumer advocate - but what will they do?...
What Labels Mean
Almost everything we buy is labelled in one way or another - but what do those labels really mean. This article explains labels and what they have to tell you....
What Security Do Credit Cards Offer?
We think our credit cards are secure and they are - to an extent. Unfortunately, that's not always as secure as we'd hope....
What The NHS Should Deliver to Patients
In one way or another, we all use the NHS, and we're all aware of its good points and its failing. But what kind of care should you really expect from the NHS?...
What to do if You are Rejected for a Credit Card
It can seem crushing to be rejected for a credit card. But there are steps you can take that might make sure the problem doesn't recur....
What to do if Your Information is Incorrect
If you discover that information held about you is incorrect or inaccurate, you can take steps to have it rectified. This tells you how....
What to Do With Those Unwanted Gifts!
Unwanted or unsuitable Christmas gifts can be a problem...what are your rights?...
What To Expect For Your Council Tax
We have no choice about paying council tax – but you may be paying too much each year....
What To Expect From The Food You Buy
We hope the food we purchase is not only nutritious and tasty, but good. Here's what you can expect when you go to the supermarket....
What to Expect From Your Insurance
We trust that insurance will pay out if we ever need it. But what can you expect if you buy insurance and what can you do if there's a problem?...
What To Expect When Booking Entertainment
Booking entertainment seems easy enough if, say, you want a clown for your child's birthday. But remember that you're really entering into a contract....
What to Expect When Booking Tickets
It seems simple enough - you buy a ticket and see a show. But what can you really expect for the ticket price?...
What to Look Out for When Hiring a Car
What they can catch you out with when you hire a car...
What You Get When Joining a Gym
Getting fir at a gym can be a great idea. But what are you really letting yourself in for when you sign the membership forms?...
What You Need to Know About Door Step Selling
Door step selling can be high pressure. But this article details all the rights you have to protect yourself from salesmen and contracts....
What You Need to Know About Hire Purchase
Hire purchase can be a great way to pay for high-ticket items. But this article tells you the things you needs to know before signing an HP deal....
What you Need to Know About Mortgages
Consumer rights, mortgage, sub prime, flexible, traditional, repayment, tracker, interest only, capped, discounted, fixed rate, variable rate, valuer, interest...
What's the Law on Clothes Labelling?
You buy your clothes partly based on the information on the label - so what's the law on labelling?...
What's the Law on Parking, Clamping and Fines?
New rules in force regarding clamping and towing November 2010 - find out more......
When A Cleaner Doesn't Clean
If the cleaning isn’t done properly, what action can you take against the cleaner?...
When a Price is Reduced After Your Deposit is Paid
You've ordered an expensive item and paid the deposit - now it's reduced! What can you do?...
When Am I Not Entitled to a Refund?
when are you not entitled to get your money back?...
When Appliances Go Wrong
When household appliances stop working...what can you do?...
When Cosmetic Surgery Goes Wrong
Cosmetic surgery is a big decision - how do you avoid costly and lasting mistakes?...
When Furniture Deliveries Go Wrong
When you buy new furniture, don't be fobbed off by a retailer and make sure you get what you order!...
When Home Improvements Go Wrong
Home improvements should enhance your home, not give you a headache! Here's what to do if you're not happy....
When the Car You've Just Bought Breaks Down
If your new car doesn't get you from A to B and you're not satisfied, what does the law say?...
When the Holiday Goes Wrong
Holidays are supposed to be fun - what if something goes wrong before the holiday even starts?...
When Your Builder Goes Bankrupt Before Job is Complete
You've got a half finished job and no builder - what can you do?...
When Your Complementary Therapy Goes Wrong
Who can you complain to if a complementary therapy isn't what you expected - and how are they regulated?...
When Your Dental Treatment Hasn't Worked
A dentist visit is rarely something we look forward to, but what can we do if it doesn't go to plan?...
When Your Hair Do Goes Wrong
It's a nightmare when you walk out of the salon looking worse than you did when you went in! Here's what to do if you're not happy....
When Your Heating Stops Working
It always happens at the worst possible time...what do you need to do when your heating goes wrong?...
Who Can Help Me Get My Money Back?
Who can you turn to when a trader is unhelpful?...
Why Avoid Discounted Cosmetic Surgery?
Tempted by offers for cheap Botox? Here's the lowdown on them and why you should avoid them......
Why Store Cards Are A Bad Deal
Store cards might seem like a good idea, but you can end up paying for more with them than if you used a regular credit card....
Your Car Could Be Crushed If It's Uninsured
Did you know that the Government is thinking of introducing new measures to deal with uninsured drivers?...
Your Credit Report: How to Get Hold of it Online
How to get a copy of your statutory credit report for just £2...
Your Health Insurance Rights
Taking out health insurance can help you if you develop chronic conditions. But you should be aware of what you're getting into with it....
Your Investment Rights
Investing for the future is a good idea and this article explains your rights when you want to make investments....
Your Recourse Over Counterfeit Goods
If you purchased counterfeit goods believing them to be real, the law gives you plenty of recourse to claim a refund of your money....
Your Rights As a Banking Customer
Almost all of us use banks without thinking. But what should you expect from your bank and what can you do if there's a problem?...
Your Rights in Internet Auctions
With Internet auctions your rights vary depending on whether the item was bought at a public or private sale. This article explains the difference and what to do in the event of problems....
Your Rights On Bank Overdraft Charges
A bank is legally only allowed to charge you its administrative costs when you go overdrawn without authorisation. A court case will determine the legality of their charges....
Your Rights When Buying Goods Abroad
Many of us shop abroad, but give no thought to the rights we have if we purchase good or services overseas. This will tell you what they are....
Your Rights When Remortgaging
Half the mortgages in Britain are remortgages as people seek out better rates. This tells you what to expect when you remortgage....