Let’s get ready to grumble to shops

THE January sales and Christmas create a big spike in spending – and with it a boost in complaints.

If you have a grievance with a retailer if is important to handle it in the right way. So here is...

My guide to complaining

Know the law – Any business that receives a complaint will take it far more seriously if the complainant shows they know the law and is aware of their rights.

The Consumer Rights Act 2015 greatly empowers consumers and provides lots of remedies for when things go wrong. But you have to know what they are.

Faulty goods – If you find the fault within 30 days of purchase you are entitled to an automatic full refund – unless the trader can prove the fault was caused by you.

After 30 days but before six months, you are entitled to a refund, repair or replacement. The trader can decide which option and must provide one of the remedies – unless they find proof you caused the problem.

After six months, the trader decides which remedy to provide but only if you can prove the issue is due to a manufacturer’s fault.

Late/ failed delivery –

The CRA says goods must be delivered on the promised date or, if no date is promised, within a “reasonable amount of time”. If the trader breaches this you can cancel the order, this includes if the goods fail to appear. If you ordered online, you can cancel the order at any time up to 14 days after delivery.

Poor service – Services must be provided with “reasonable care and skill”. If this is breached, you are entitled to a repeat of the

Aservice or your money back. Complain in writing – This is far more effective than by phone. It also means there is a paper trail proving you have complained.

State your complaint with a chronology of events, if applicable, what the law is and what remedy you are seeking. It is important to provide evidence to support your complaint – s uch as photos.

If the trader rejects your complaint or fails to respond within eight weeks, find out if they are a in an alternative resolution scheme.

Many retailers are now under Retailadr, www.retailadr.org. uk, or the Furniture Ombudsman, www.thefurnitureombudsman.org. uk. Both schemes will provide an independent review of your complaint and are free to use.