Slough Borough Council: Advice to consumers

Advice to consumers

What are your rights?

You are entitled to complain about any goods or services you buy that are faulty, not as described or are unsafe. You may complain if the goods are not fit for the purpose for which you bought them.

Traders must not mislead you about the price of goods or make false promises. For example, if an item of clothing is marked at £19.99, if it turns out to be more expensive, contact Slough Trading Standards.

When do you not have any rights?

If you had the opportunity to examine the goods and you failed to notice the fault
If you were told about the fault
If you simply changed your mind
If you damage the product yourself

Stores often have a returns policy. If the goods are not faulty and you have changed your mind, the store may allow you to exchange the item or give a refund. Always check the policy of each shop as it varies.

Buying in a sale does not affect your statutory rights.

You have fewer rights when you buy from a private seller e.g. a car bought privately. You will not be able to take action if something goes wrong unless the seller described the condition and value of the car.

What happens when you pay a deposit or when you order something?

Deposits are normally non refundable unless stated otherwise. If the company closes down you may lose the deposit.

If you make a payment of £100 or more using a credit card, the credit card company has equal liability, which means if the retailer becomes bankrupt or is not particularly forthcoming in resolving your problem, the credit card company can be pursued.

What should you do if you want to make a complaint?

If the goods are faulty or not as described or fit for their purpose go back to the retailer
Show your receipt and speak to the manager
If the above two points do not resolve the problem put it in writing to the manager or head office

If the letter does not resolve the issue, you may want to seek legal redress (compensation).

View Example Letters of Complaint [ PDF ]

Should you go to court?

If all else fails, you can go to court to sue for the return of your money or for compensation. You may want to obtain legal advice either from the Citizens Advice Bureau's website or a solicitor. You can also get advice from the Slough Trading Standards.

You can use the small claims procedure if your claim is for £5000 or less. This is an informal arbitration procedure. There is no need for a solicitor. You can carry this procedure out yourself although there is a fee that you have to pay. Check with the County Court before issuing the claim.

Expenses, but not legal costs such as solicitors fees are normally awarded to the successful side.

If you wish to pursue a small claims procedure you should fill in a claims form giving brief details of your claim and take, or send it to your local County Court. Forms are available on request for free from the County Court, Citizens Advice Bureau and from us.

Further information on the Small Claims Court
Find a solicitor

Useful things to remember:

You do not need receipt to complain about faulty goods, but it is useful evidence. Other forms of evidence are sufficient too
If you complain by telephone, you should always try to follow up your complaint with a letter. Always use special or recorded delivery when sending letters of complaint. Keep copies of all documents. Do not send original documents - send copies

View Useful advice leaflets on the Trading Standards Website