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Consumer rights

Archives for February 2017

Purchased mattress-not delievred
Could someone in the know please advise of the best way forward in this situation. Back in January I purchased a mattress for a relative online, at the time of buying it was stated that the 'model' of that specific mattress is out of stock and would be back and ready for dispatch within 21 days. The only email that'd been…
Seeking a refund on faulty pram - guidance needed
Hi there I bought a pram/buggy in oct 2016 from a local independent retailer. within 6 weeks it developed a fault with the wheels - it wasn't easy to manoeuvre and wheels kept jamming. i returned it to the retailer who ordered a new part from the manufacturer and fitted it in store. However this did not fix the issue and…
Time4sleep
Hi All, I bought a bed from Time4Sleep in 2016, ordered a standard double and a double mattress from Groupon with the same measurements. When the bed arrived, all seemed fine, I checked the boxes, which all read 'Double Frame', checked the boxes for damage and all was good. I have been doing painting in the bedroom where…
LG Refund 'conditions'
I have had a drawn out problem with an LG Soundbar. They have accepted the the product is not repairable and are offering a full refund. Yet they are insisting that I sign a disclosure/settlement document, and that I give them my bank details in order to get the refund. I have asked them to send a cheque. I don't think I…
DSL and Faulty Goods
Hi, I bought a pair of Dashboard Camera sets on-line from a UK importer/ retailer of a Chinese brand, one for my car and one for my fathers in Apr 2016. They've both failed, and a replacement has also failed. I've since found many anecdotal reports that these are very unreliable. The UK retailer didn't provide any advice…
Viagogo selling non-existent concert ticket
Hi, I ordered a ticket for my wife to attend a concert in Japan taking place on 10th March 2017 on Viagogo on 9th February 2017. Having received order confirmation from them, I proceeded to purchase plane tickets and reserved hotel accommodation for both of us for a trip to Japan. On 24th February, I received an email from…
LG TV broken outside guarantee
We bought a 60" LG plasma tv model 60PB660V from Currys for £599 on the 22nd Jan 2015 using a Mastercard. This TV came with a manufacturer 2 year guarantee which ran out on the 22nd Jan 2017. On the 22nd Feb 2017 the tv stopped working and we contacted LG to see if they would be able to repair. The part required is…
Have we been miss-sold a boiler?
Can i please have some opinions on this. We had a new boiler fitted by a major energy company who contracted the installation out to a local firm. We knew exactly what we wanted and told the salesman. One thing that was paramount was that the boiler had to have an integral digital timer (not a manual one like the boiler we…
broken heater for 4 months
My mum has had a broken heater for 4 months over the winter period. It worked for a day or so and then it would stop again. It would constantly stop working. She is covered by Scottish Power's Homecare service but it has taken them 4 month to fix the problem. Over 100 calls, 7 different plumbers, all fixing the wrong part…
Refund Delayed
Hi there. I ordered a few items from Abercrombie that was being delivered by Hermes (arghhhh). An item that I wanted had come back into stock, so I re-ordered with a few additional things, as I found out I could the collect the second delivery from a Post Office. I refused delivery of the Hermes parcel on the 16th but…
SCS problems
Hi, I purchased a sofa in 2013 from SCS and I took out an extended warranty which I didn't want to but the wife made me. Earlier this year a problem arose where a lump appeared and it was uncomfortable to sit on so I contacted them and they sent an engineer out who reported to the office the fibres had compacted and this…
Samsung TV Warranty / Replacement?
Curious question for the forum: A Samsung TV is under warranty and develops a fault which cannot be fixed(parts no longer available) but Samsung have authorised either a replacement or reimbursement of the TV value. TV was purchased just under a year ago. They have asked for the original receipt in order to proceed but at…
Home Insurance: water leak damage -> alternative accommodation -> loss of income
This is a funny one so I need people with a bit of ‘insurance know-how’ for this please… :A Back in March last year I bought a second home in order to do it up and rent it out. Later in September however a leak was detected in my existing home and it was diagnosed this had already caused the plaster on most of the bathroom…
Wedding reception venue dispute
Hi Looking for some advice. We got married last year and held our reception at a local golf club. We paid for our reception before the day itself and actually paid over the cost. We decided to use the excess funds as a free bar. The staff were informed that once the bill hit a certain amount to notify us. We had our…
Preowned watch refund- H Samuel
Bought my Aunty a preowned watch from H Samuel for Xmas, was told they are new watches that have been returned. She wore it twice and it fell off her wrist, took it back to the shop, they repaired it. Took it home and same happened again, watch is obviously faulty. We asked for a refund and were refused, only offered an…
Charged for repair to bike which is under guarantee
My mother bought a rather expensive bike from an independent bike shop towards the end of August last year. She has ridden it she thinks about half a dozen times since then. She decided to buy an electric bike as she is getting older and gave this bike to my son. We noticed there was a problem with the bike as soon as my…
Victoria's Secret online return issues...
Hi there, I'm after some advice. I recently ordered some items from Victoria's Secret. I decided to send two items back. I completed the return process online as requested and packed the items back up to return. VS send their goods via a French customs hub so both the delivery and return took some time, however I received…
Compaq laptop
I bought a compaq laptop 6 years ago and was wondering if I could get something in form of compensation or something . Probably not but worth asking here. My laptop likes to over heat to the point where it shuts down itself. I've taken it to a local computer shop which is reputable. They have said it's the chip board…
Worktop Express
I've had a problem with some Worktop Express worktops & the customer services department has made a factious remark suggesting I contact the MD. Does anyone have there name & email address so I can call there bluff.
Cracked rear of phone & customer services fail
I bought a Samsung Galaxy S7 Edge online with a debit card on the 12th February, and received it on the 13th. On the 19th Feb I noticed a crack on the rear glass which I believe is not through fault of my own. I initially called customer services on the 21st to describe the issue. I've been sent between telephone customer…

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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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