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Consumer rights

Archives for July 2017

Amazon Refunds and replacements
Hi everyone, This is more of a curiosity to me, as I have had my particular case resolved, but only after I made a complaint. On 12th July I made a purchase of a cycle helmet on Amazon for £99.99. I received it the next day, but it was faulty, so I returned it. The only option I was given was for a refund, no replacement…
Billing
In March this year I had some work done, I got the final bill saying Balance left to pay £610, so I paid the amount in full and kept the receipt. Now they are saying they made a mistake and there is more to pay. Do I have to pay?
Wren Kitchens
After having fitted customer supplied kitchens over 25 years, being a trustworthy tradesmen and having multiple accounts with other kitchen suppliers, I am utterly disgusted with wrens customer service. After numerous visits to wren by the customer and to the customers address by wren staff, designs were finalised and the…
Excessive Charge to return an item
I purchased an exercise bike from PowerHouse Fitness at a cost of £1500.00 for my husband as an aid to help in his motability recovery. However it just wasnt suitable for him and i contacted the company to return the product within 4 days of receiving it. However, my sons assembled the item and threw the packaging away!…
Help with Purchase through Amazon Market Place
Not sure if I want to name them here, just yet, but after some advice please... Buying a product through Amazon > other options > Marketplace. So far had bad emails and attitude on the phone and vagueness confirming a part number - even hanging up for no reason, phone back continue the call with no apologises. Starting to…
Alternative Dispute Resolution
Just looking for some advice please? We bought a large corner sofa from Harvey's nearly 2 years ago (2 years to go on 0% finance) One of the seats broke a couple of months ago. I called them and they put me in touch with Ecomaster. The engineer came out and looked and said it was a manufacturing fault so down to Harvey's.…
Refund to debit card
I recently rejected a second hand car as it was faulty. The dealer reluctantly accepted the rejection and processed the refund using the same payment methods. There were two refunds to my debit card, the first for £200 which was the deposit and the second £3000 as part of the balance, the £200 appeared back in my account…
Warranty Not Honoured
Help needed to get a Mattress Inspection in Aberdeen. (Any suggested Inspection Company Names welcome) I unfortunately purchased a Hypnos Alto Pillow Top from Gillies Aberdeen. Within 2 months the mattress has developed a pronounced central ridge running from head to toe. It has sagged on both sides to the extent it feels…
Reserved online, bought in-store
I bought a Tacx "smart" indoor cycling trainer from Halfords in November ast year. Item was reserved online as "click & collect" ie I ordered it through the Halfords website for delivery to my local store, I then collected and paid for it at my local store. The item is now faulty and does not work. I've contacted the Tacx…
Replacement after moving abroad
So a slightly complicated one. I bought an IPhone 6 from Currys about 18 months ago. I now live in Berlin, Germany and the charging port has stopped working properly. Went to Apple and got a report to say there is no damage to the port (therefore obviously not my fault) but currys have said that they won't replace it only…
Change in Boots refund policy
Hi, Prior to 19th July 2017, Boots refund policy on the back of their receipt stated: "Please keep this receipt and we'll happily give you an exchange, giftcard or refund if you change your mind." There was no mention of any time limit on this. From 19th July, they have changed their refund policy and have a sign up in the…
sold goods they no longer have
Yesterday I put a deposit on a TV on sale as they have introduced a new model, the TV needed to be sent from a different store and was a fantastic price as it was from the shop floor. Today I received a phone call to tell me that they don't have that TV but they can sell me a brand new 2017 model 49" instead of 55" and £50…
How long should a battery last?
Hi, Just took a faulty Panasonic Lumix camera back to Jessops after 1 year (just before warranty ran out). It was not charging. I was told that the battery was at fault and that it is not covered under warranty - despite this not being mentioned anywhere in the warranty. i.e. I was dismissed, somewhat rudely and out of…
Refund/replace/return
My daughter bought leggings on-line from Asics.com. Wore them twice to exercise in and they tore in the crotch area! We returned them to Asics who say because they are 'damaged'! they will not refund or replace. Eventually after several emails back and forth I requested they send them back and I would try and repair them,…
Problems with Argos :-(
Hi, I just wanted to see if anyone can make any suggestions or can help in any way please? My sons fiancee went to Argos to buy a TEFAL pan set yesterday. She brought it home with her after work but when the box was opened it was obvious it wasn't a TEFAL set. Just one lid was taken out of the box to see if there was…
Return furniture bought on-line
My daughter bought a chest of drawers on-line. They arrived ready-assembled. The delivery guys removed the packaging. She checked for damage and all seemed ok and the delivery guys took the packaging away with them. All good so far. The next day , my daughter noticed a fault with one of the drawers. It's quite noticeable…
Faulty used car not sure of my consumer rights?
I bought a 2nd hand car from a trader on 31st May and picked this up to take home after they conducted a MOT on the 1st June. I paid via bank transfer £3,700. I was told the car runs well no faults and prior owners were an old couple that hardly drove the car hence the £25,000 miles for 2008 reg. the salesman also…
Non refundable deposit
I am a new land (small land) owner and wanted to get some goats! I saw an advert for a family of goats, a mother and twin daughters. I called the advert owner and asked about them. I said, I was looking ideally for pygmy size but as this is not a breed thing for me, just a size piece as we have small land and it is…
Cancel building work - work not started
Hi all, First post to here! I'm having the rear of the house paved and got a written estimate from a company which I have signed. The estimate has my address, what work will be carried out and telling me I have a 7 day cooling off period, after this I have to pay 5%. I got this estimate on 5th June and I haven't heard…
Refund Question
Hi - I'm looking for advice regarding a recent purchase in store at Nomination, although I suspect I'm not going to get anywhere. My teenage daughter recently bought two bracelet links from a store for her Mum's birthday. Unfortunately, being a bit financially naive, she spent ten weeks of her "income" and my wife doesn't…

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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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