Your consumer battles… sorted

Caught out by a scam? Prima’s experts are here to help!

Our experts are here to help you fight scammers

Being a consumer today isn’t easy; everything about the way we buy things is changing. Twenty per cent of what we buy is online, so we’re sharing our bank details more widely than ever, as well as making

contactless payments with mobiles and cards, constantly hunting for the best deals and worrying about card fraud! We asked the Prima reader panel to share their consumer problems and then got our experts to give their advice.

PROBLEM 1

‘I returned some clothes that I bought online because they didn’t fit, but I didn’t get a refund. How do I get my money back?’ Ruth from Norwich

JOANNE FINNEY ‘As you’ve bought online, you’re entitled to a refund within 14 days of receipt, for any reason. But, as you’ve had no joy, contact the company’s customer services. If that doesn’t work and you paid by credit card, claim from your card provider.’ Remember to…

Pay by credit card. Have one specifically for online purchases that you clear at the end of the month, so you can spot fraudulent activity. It’ll also give you added legal protection on purchases.

Check there’s a padlock in the address bar next to the website. The website address should start with https://. The ‘s’ stands for secure.

Avoid paying by bank transfer. It will leave you open to scams and make it harder for you to get your money back.

Use an e-money service, such as

Paypal or Google Pay. These use encryption software to protect transactions and don’t share your financial details with the company/person you’re buying from. When you set up an account, connect it to your credit card rather than directly to your bank account, for added protection.

PROBLEM 2

‘I ordered two sofas from a company and was given an estimated delivery date of 12 weeks. Six weeks in, I was told that the material I had chosen was no longer available, so I had to choose another one. The 12-week period came and went. The sofas eventually arrived 23 weeks after the order date! Do I have to keep them or can I return them and get a refund?’ Pam from Norfolk

KALPANA FITZPATRICK ‘The rules around made-to-order items are a little more complicated than the usual rights around returning goods.’

Firstly, check the cancellation rights on the order form.

You may have a case for compensation at least, based on the fact that the sofas have taken so long to arrive. But it will be difficult to reject them outright unless they are faulty or not as described.

If you feel you have been treated unreasonably, you should complain in writing to the company.

Visit resolver.co.uk, an independent and free issue resolution service.

PROBLEM 3

‘I checked my mum’s bank account and couldn’t believe how much money was going out to suspicious companies (they turned out to be scammers). How can I protect her in future?’ Pauline from Southport

CAROLINE BLOOR

‘Sadly, this situation is becoming increasingly common. Age UK found that 53% of people over the age of 65 believe that they have been pursued by fraudsters. But, there are some positive steps you can take.’

Register with the free Telephone Preference Service (tpsonline.org.uk/tps) to reduce the number of cold calls.

Use an answerphone to screen calls or get a caller ID. Ask your telecoms company about call blocking services or buy a call blocker device. Those identified as most vulnerable by a doctor, the local council or National Trading Standards officials can get one for free.

Be vigilant about anyone requesting your bank details. Ignore all cold calls. Scammers may try telling you your computer has a virus or offer you too-good-to-be-true investment opportunities for your pension.

For more information, ring Age UK on 0800 678 1602 or Citizens Advice on 03444 111 444. For advice on fraud prevention, visit takefive-stopfraud.org.uk.