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Consumer rights

Not sure what your consumer rights are? Discussions here cover faulty goods, refunds, reclaims, scams and more.

Consumer rights successes
This is a space to let us know about your consumer rights successes. Did you manage to get a situation satisfactorily resolved? Tell us how you did it.
New to the Consumer Rights board? Start here
💬 Handy Forum threads from this board: * How best to post a query on consumer rights * Useful links, resources and FAQs * Quick questions on consumer rights * Do shops have to sell at the advertised price? 🗣Relevant content from MoneySavingExpert.com: * Consumer rights * Section 75 refunds * Visa, Mastercard & Amex…
Eco flow warranty issue
Hi folks. This one is a bit of a pain so I’ll try to keep it short. I bought 2 EcoFlow products last year; I live on a boat and needed a generator and battery pack for my off grid power. The generator died within 30 hours of use (less than 3 months-the warranty was for 2 years). Contacted EcoFlow and they refused to honour…
Asking for CCTV coverage
Hi All My car was damaged at a Suez Recycling Facility today. Do you think they would give me CCTV coverage? Would that be a SAR ? As the car was parked but I was behind the wheel I'm not sure if my Aviva insurance would cover for the scratch to the car if I an not compensated.
CeX Laptop - Explicitly Stated Purpose (Win 11), Misleading Advice, Agreed Refund Retracted - Urgent
I'm hoping for some urgent advice on a consumer rights issue I'm having with CeX, specifically regarding a second-hand laptop purchase from their Burton on Trent store. It's been quite a challenging experience, and I've tried to detail it concisely and chronologically.The Situation: * Saturday, July 5, 2025 (Purchase): * I…
Refund - Candex Support
After 6 months of chasing, I have not received an explanation about the quality of the products I had purchased, I have to jump lot of hoops and no explanation). Instead I was offered a refund and I do not want to use their third party, Candex Support to process the refund as I am uncomfortable with sharing my details. Am…
Samsung Bespoke Jet Pro Extra Cordless Stick Vacuum Cleaner and Samsung Warranty
Hi We have the Samsung Bespoke Jet Pro Extra Cordless Stick Vacuum Cleaner which is purchased a couple of years ago. The unit came with a 5 year guarantee. Over the past few months, the unit has been reporting itself as being clogged. However, following taking the unit apart, cleaning it and trying again, the problem keeps…
Overseas visitor charge for using A&E
My sister in law came to visit from Turkey. She had severe pain and so my wife took her to A&E. For some reason she was not triaged in A&E but sent straight to gastronomy department, where she had a blood test, a quick examination with a Doctor, and a pain killer. We now have received a bill for over £1,000 because she is…
Elderly parents taken advantage of
My elderly parents (mum 80, dad 78) are far from tech savvy but both have mobile phones and tablets they use, to varying degrees. My mum's phone contract is with Vodafone, my dad was with Tesco Mobile. For some reason, on June 21, they went into a Vodafone shop because my dad's phone screen was cracked (don't ask). But of…
Fraudulent Use of Address
My elderly parents, (88 and 90 and not in the best of health), have owned the same house for over 50 years. Over the winter they had to temporarily move out for major building works to be carried out. During this time two men have registered their cars at the address and run up thousands of £'s of Debt, (London charges,…
Payment charges from a "property management" service
Hi, I live on a new build site and I am a freeholder but we have a property management service called Gateway who I think are responsible for managing communal sites. Gateway charge us fees regularly and recently they sent us a letter saying that we hadn't paid a "balancing charge" of £21.56 on 11th June and they had…
Has anyone bought anything from onbuy.com before?
HELP!! I’ve been looking everywhere I can get help with this issue. I just placed a large order as a guest and accidentally put in the wrong email address and I cannot get access to my account. It is saying I can change the email address if it is entered wrong but I am entering the correct email address and not receiving…
EVRI delivered an empty package
Hi all I sold a golf driver on eBay ( first time selling ) but when the recipient got the package it had been opened and was empty. EVRI were the couriers and trying to contact them and speak to a person is proving very difficult, so much so that I’m going round in circles. Anyone else had this experience and how did you…
Amazon took package away requiring OTP but I was in
I ordered a few items on Amazon and one of the items required an OTP as a high value item. I have the OTP. I am in the house and it's a very small house, and the driver would have had to walk (tip toe!) past the window and would have seen me at the window working. He left the package that didn't required an OTP at the back…
ZARA - where is my refund?
Ordered online on 06 June. Returned via Evri on 16 June so well within their 30 day return period. Have been in touch four times now via their "Chat" option which is the only way to contact them. A bot who may or may not put you in touch with an agent. The agent may or may not reply and may leave you hanging on or just cut…
MSE News: Retail Wrongs: MSE reveals 30 retailers MISLEAD shoppers about their legal online returns
New research by MoneySavingExpert.com (MSE) found that at least 30 big retailers are misleading shoppers over their statutory return rights, and that areas of their websites list harsher criteria than the law requires them to offer... Read the full story: 'Retail Wrongs: MSE reveals 30 retailers including Selfridges, New…
Refund rights - disagreement with Selfridges
Hi everyone, I’ve reached a bit of a stale mate with Selfridges. I bought a bag from them as a birthday present, ordered it online and received the bag in a parcel. When I opened it, it didn’t look how I expected. I sent it back exactly the way I received it - unworn and with all packaging as it was sent to me. There was…
House of Fraser denying missing item
I made an online purchase with House of Fraser and there's a missing item and 2 incorrect items among the 4 items ordered. I have returned the 2 incorrect items and HOF says that it has investigated and that the product has been shipped in the parcel that was delivered. how do I progress further to get the missing item or…
Driveway company in liquidation - how do I get compensation?
Hi, I'm hoping for some help - my first post here. Not sure if I am allowed to name a company (I read the rules but I couldn't see anything clearly stating you can or cannot name a company), so I won't name them, just explain the situation. In October 2021, we had a new resin driveway laid, for which we paid £8,395. We…
Returning online order when retailer does not reply
Hi, I made a clothes purchase online and would like to return it. The retailer says on their website to email them for a returns label and instructions. I did this about a week after receiving the item. After a few days with no reply, I also messaged them via their website. No reply again. They do have a physical shop in…
Sony WF-1000XM4 battery issue
I have had my headphones from EE since February 2022 they are out of warranty. They have had the battery drain issue for roughly a year but I thought it was general wear and tear. Anyway after researching this is a known major fault with the device. I sent them to sonys repair centre and have been quoted £140 for a repair.…
Poor customer experience
Has anyone else been caught out by a retailer withholding a refund for an online order, advising tags weren’t attached to a product when they received it back? Item was sent back with tags after trying on. What are my rights where this high end retailer wants me to take the goods back, and they hold all the cards, as I…

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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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