The information on this page is presented in the format of frequently asked questions. Please click a question from the index below to see the appropriate answer.
What are my rights as a consumer?
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 us.
What should I do if I want to make a complaint as a consumer?
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 to 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).
When do I as a consumer 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 as a consumer when I pay a deposit and do not receive my goods?
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.
Where can I find information about trading standards?
There are two major resources for trading standards information:
Consumer Direct which has a consumer helpline 0845 4040506. Visit the Consumer Direct website.
The Trading standards website contains a wealth of tips, advice and leaflets. Visit the Trading Standards central website.
If you are concerned about traders in the Slough area then complete the trading standards e-form to raise the issue to be investigated.
What are the offences under the Sale of Goods Act ?
The Act makes it an offence to:
A person exposing goods for supply (e.g. in a shop) or having them in his possession for supply (e.g. in a storeroom) is deemed to offer to supply them for the purposes of the Act. These offences are strict liability offences, i.e. it is possible for a trader to commit an offence without intending to do so.
As a consumer, I have made a complaint about goods/services which were faulty/not as described, but have still not received a refund/compensation - should I 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 a solicitor, the Citizens Advice Bureau or by contacting us at 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.
For all enquiries please contact the Customer Service Centre
01753 475111
My Council
Landmark Place
High Street
Slough
opposite Slough Library
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