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Consumer rights

Archives for July 2015

My Hermes nightmare
Hi guys, I have recently joined up to become a Younique Presenter, and thus order the presenters kit (worth over £200). It arrived from Utah, to the uk in three days where it was passed over to My Hermes. For nearly 4 days now it has been stuck at "hub via sorter". I have contacted my hermes five times, GFS 2 (who were the…
Faulty goods damaged my furniture
I know this will post will make some of you say 'get a life lol' but I am devastated and would like some sympathetic advice please 😓 I have always used this particular perfume and never encountered any problems in the past. But recently I purchased another bottle from Debenhams for £82 and it has a faulty spray. I used it…
Personal Trainer not honouring paid sessions
Hi Can someone give me some advice? In March I signed up with a personal trainer for an eight week programme and paid for all sessions up front. 3 weeks in I was hospitalised with gallstones and had to have my gallbladder removed. I texted the trainer to say what had happened and that I would be in touch when I was able to…
Waiting too long for delivery
On 6 June I ordered some garden furniture, paying half direct and setting up 0% finance on the balance via the company's finance provider. The website stated delivery in 1-2 weeks. On 13 June I found an email from the finance company stating I had not completed a confirmation, so I did and then received an email confirming…
Virgin media doing charges
So virgin media do a £5 charge if you are not signed up to direct debit... Now, how is this legal? Surely it is the consumers prerogative if they want to sign up to direct debit or not... This definitely feels like a sly clause!
Overpaying my Mobile Contract
Hi, Not sure if I'm putting this in the right place. I took out a new contract phone for my daughter in March 2015. I have today noticed that I have actually been overpaying the contract. I took this contract out using the online chat (first time I've done it this way) and was advised the cost would be "£24.85 including…
Used Car Section 75 protection
Hi Everyone, Hopefuly someone can offer some advise on my current position. Less than 2 months ago my wife and I bought a used car from an independent dealership. The test drive went well and the car looked in good condition. The salesman was very friendly and lulled us into a false sense of security - he said the car had…
Returning a faulty item when its not your name on the invoice?
Hi.. New to the forum so thanks in advance for your help. Ok so my aunty bought a pram for me back in February from john Lewis. Unfortunately she passed away a few weeks ago. We have only just started using the toddler seat bit of the pram but have found that the harness seems to be faulty as my toddler slips out. We are…
Used car refund rights
Hello all, I have been reading this forum and understand there are similar cases like mine. But I would be grateful if anyone can offer some advice. I will try to be simple and concise. I bought a used car Nissan Tiida 2009 (41k mileage) about 3 weeks ago from a dealer in Bury, I am based in Barrow (100+ miles). I paid…
Can someone help please
I ordered some clothing online from a company and one of the items didn't fit, I returned tracked and can see it's been accepted at their end, I'm still waiting for a refund it's been over 10 days now. There are no contact details on the website illegal? I've messaged them on their Facebook page and immediately been…
Baumatic Faulty Oven
OK so at the end of June this year I was cooking something in my 7 month old Baumatic BSO636SS oven (it came with a 24 month manufacturer warranty). There was a loud bang. The inside glass door had exploded all over my kitchen floor. I was furious. I contacted the manufacturer who arranged for an engineer to come and fit a…
Faulty cricket bag
I bought my son a new cricket bag in April from an online store, he used it about a dozen times and then noticed it had split down one seam . I contacted the company and they said I had to return it which I have done but I have also had to fork out for another cricket bag as he needed one so I have asked for a refund and…
Cancel an annual Subscription
Hi there I signed up to a website around March for a service called 'Bikinilists' - The name doesn't describe the service what-so-ever - It's a service that provides contacts for the creative industries. I had to pay £40 each month for a year. Unfortunately I have suffered from depression and anxiety and have been signed…
Money claim online - how long?
Hi, I wonder if anyone has any experience in claiming via MCOL and how long it might take to get to court. I am at the stage where I have just sent the final paperwork (it is a defended claim) and have asked for it to be transferred to my local court. Anyone have any idea on how long it takes at this stage? Many thanks Mark
Virgin Media price increase, can I leave early?
Well to be honest its not that I want to leave but they lied to me originally meaning they told me it was cheaper to get tv and broadband and phone than just broadband or broadband and phone, wasnt till a few months later I made a few landline calls to be charged £35 and also found out they had the wrong contact details…
Delivery wmpass
I ordered a bed from a high street retailer and was told that it would take 5 weeks to deliver. Got an email from the delivery company saying I can choose a day BUT they will give a a 4 hour time slot within that day. They say that either I or somebody has to be at the property to take delivery or I'll get charged storage…
Damaged car by worker
My car got damaged at a local collage car park, the worker there was cutting grass and my car was parked in a parking bay,no sign of anyone working nearby when I arrived no sign or cones etc When I returned to my car i notice grass all over it and on closer inspection the front bumper badly chipped and windscreen cracked,…
Oral B electric toothbrush faulty
My Oral B electric toothbrush has developed a fault (the pressure sensor flashes red constantly). I bought it from Amazon (special offer £90 reduced to £30) 2 years 6 months ago - they won't replace unless it's less than 2 years old. Oral B will only accept it back for a repair, which is free if less than 2 years old, but…
Marks and Spencer refund problem
Hi All, Last week a friend gave me a pair of M & S petite Sculpt and Lift jeans as a present. Unfortunately they do not suit my shape terribly well. Never mind, I thought I would ask to exchange them for something else. I visited the Refunds section in Uxbridge branch on Monday. Behind the man serving me were details of…
Broken TV - Warranty?
Hello All, I've visited this site often but first time posting here so hopefully i'm doing it right :) What I'd like to ask is where I stand regarding getting my TV fixed / replaced as it broke last night (nothing I did, it just turned itself off and won't come back on - it gives a red flashing light under the black screen…

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MSE News

Ofgem proposes new 'no standing charge' Price Cap – but Martin Lewis warns vulnerable customers need to be opted in or it won't work
Ofgem has today launched detailed proposals for a major shake up to its Energy Price Cap that dictates the price over 80% of homes in England, Scotland and Wales pay for their energy bills.
Lloyds, Halifax and Bank of Scotland to cut overdraft rates for millions but hike them for others – here's what's happening and full help
If you're a Lloyds, Halifax or Bank of Scotland current account holder, the interest rate you're charged for using your overdraft could change soon as part of a fees shake-up. The Lloyds Banking Group, which owns all three brands, says millions of its customers will pay less after the changes – but a "few" will pay more.
Warm Home Discount expansion confirmed with millions more eligible for the £150 top-up this winter – here's what we know
Around 2.7 million more low-income households, including 900,000 families with children, will become eligible for the £150 Warm Home Discount this winter, as the Government has confirmed it will remove the existing 'hard to heat' eligibility criteria. The extension has only been confirmed for winter 2025/26, with further changes possible for future years.
Martin Lewis: At last a chance to fix Council Tax flaws impacting millions – debt collection, difficulty challenging your band, discounts and more
Major flaws in the Council Tax system in England could finally be fixed in future, as the Government has launched a wide-ranging consultation to review hideous debt collection practices, the difficulty of challenging your band, the overly complex and horribly-named Severe Mental Impairment discount and more. MoneySavingExpert.com founder Martin Lewis, who has long campaigned on these issues, shares his response and analysis.
Energy complaints to be dealt with more quickly and Energy Ombudsman to get new powers under Government plans
If you have a complaint about your energy firm, it may be resolved more quickly in future, as the Government has announced a raft of proposals to strengthen consumer protections in the energy market. The planned changes include giving the Energy Ombudsman new powers to force firms to comply with its decisions – but it's still very early days. Here's what we know so far.
Warm Home Discount expansion confirmed with millions more eligible for the £150 top-up this winter – here's what we know
Around 2.7 million more households, including 900,000 families with children, will become eligible for the £150 Warm Home Discount this winter, as the Government has confirmed it will remove the existing 'hard to heat' eligibility criteria. The extension has only been confirmed for winter 2025/26, with further changes possible for future years.
Base rate held at 4.25% – here's what it means and when it might be cut next
The Bank of England has held the base rate at 4.25%. Below we explain why, when it might be cut, plus what it means for your mortgage and savings.
Applied for South West Trains 'boundary fares' compensation? Act now to claim it
If you applied for compensation from South West Trains before the deadline in January 2025, you now need to provide your bank details to the claim administrator so it can be paid to you. Here's what you need to know.
Winter Fuel Payments to be reinstated for millions – Martin Lewis explains how it'll work, what it means and if it's an improvement
All State Pensioners in England and Wales will receive a Winter Fuel Payment this winter, though those who earn over £35,000 will see it clawed back through the tax system. It means nine million pensioners will get the £200 or £300 top-up. Here MoneySavingExpert.com founder Martin Lewis shares his instant response and analysis, and we include answers to your key questions.

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Consumer rights

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