How to complain
There are a series of steps you can take if you can't get satisfaction at any stage:
Go to the trader and tell them what's wrong. Be assertive, not angry and don't lose control. Traders will often sort things out on the spot and agree a replacement, refund, repair or compensation.
- Ask to speak to a manager.
- Write a letter to the shop and send a copy to their head office. Mention the Sale of Goods Act. Don't be afraid to use the law to support your case. Keep a record of what you have done and keep copies of any letters sent or received.
- Write to the manufacturer if a product is involved.
- Seek help from your local Citizens Advice Bureau.
- In the case of misleading descriptions, safety issues and prices, take your complaint to the local Trading Standards Office. They can take a trader to court.