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Consumer rights

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

NBCS letter on behalf of Fraser’s group
Back in April I’ve made an order for 5 items totalling over £150 and unfortunately 1 item worth £40 was missing. I’ve raised it with customer service and I’ve been pretty much told that I lie and that I must have received all items. I argued that the parcel weight clearly shows that not all items were packed but they have…
Trying to exercise cancellation rights but seller is in different jurisdiction
This discussion was created from comments split from: Quick questions on Consumer Rights.
Charity
My wife was pressured into signing up to a charity lottery direct debit in a shopping mall. The leaflets mentions gamble aware and she’s already signed up to GameStop what would happen would they refuse this? I felt very bad as I got annoyed with charity worker but they are very pressuring has anybody else experienced this…
Faulty Cooker - Seller is refusing to cover disconnection & reconnection - Small Claims Court?
Hello, I recently purchased a refurbished (Grade C) cooker from a trader on ebay (not a private individual but a registered business with an ebay shop). The oven worked but the hob did not. The cooker came with a 1 year warranty, an engineer was sent to look at it and they ordered a new hob. When this arrived it wasn't the…
Can anyone help - bought a car - never received it :(
Hi all. Newbie here! To cut a long story short: I ordered a car from Cinch back in April. I was accepted for HP with Black Horse and I paid a £2000 deposit (plus some fees) upfront. The day before the car was due to be delivered (after I had taxed and insured it), Cinch called to say that there was a fault with the car and…
Shop Won't Pay for Sold Goods
Hi, I sold an item through a shop, agreeing to their commission charge. I received their written receipt for the goods to be sold. This I have in hard copy. The item was sold, I was informed by telephone, & the amount due to me confirmed at the same time, just under 1K. My bank account number + sort code were duly…
Concert tickets
Hi Im looking for advice on a current situation im dealing with I purchased concert tickets for a Christmas present in December through viagogo and paid through PayPal. Paid and didn't think much of it until 2 weeks later I went to check and print the confirmation email and realised I didn't have one. Got in touch with the…
Royal Mail does not deliver for weeks on end then....
I have been having a problem with Royal Mail for several years with mail deliveries on normal post. I have raised complaints over and over again only to be told it was a staff shortage or that depot has been told and they will improve, but it never does, Then I heard a guy on a consumer show describe the exact issue I am…
Child's bike - Warranty issues?
I'll try to keep this brief. Bike was purchased in November from E-Bikes Outlet as an Xmas present, the bike was brand new and boxed. Over the weekend, the pedal on one side has fallen off, the thread on the plastic pedal has basically gone, and it's gone on the pedal arm too - so it won't screw back on. Contacted E-Bikes…
Small claim - court letter returned from defendant
I’m writing in behalf of a friend on her 70’s. She lodged a small claim in regards to a diabolical situation where a removalist delivered her house items in a state, with everything like it had been just thrown in. She sought only the cost to replaced the damaged goods. The court find in her favour, however they have…
I was refused entry in a local B&M store today
Hi I walked into a B&M store today and was stopped by a security guard just as I stepped into the store. He said face recognition had set off an alarm. So I asked if I could try it again and it did set off his alarm. So we went outside and he explained it was either for shoplifting (absolutely not!) or being argumentative…
Taxi company cancelled wedding taxi
Hello, Back to MSE for further advice (thank you to the team for your previous support). I was recently married. Unfortunately, my wife was 25 minutes late as she was sorting out taxi for her elderly grandmother who needed a wheelchair taxi. Weeks before the wedding we had arranged the taxi to go from care home - Church,…
Damaged Air Source Heat Pump
Good morning I recently had an Air source Heat Pump installed and the fins was damaged on completion. I notified the company and an operatives visited and tried to repair them. A small amount was not repaired due the excess dent, they explained this will not effect the performance or any warranty etc. I asked for this to…
Absolutely appalling customer service from Just East. Need help in next course of action...
Hi There, After many years of smooth experience with various food delivery services (maybe one or two minor issues, promptly sorted) my luck ran out and I was on the receiving end of a terrible experience from Just Eat customer service. Here's the sequence of events: * On 06/06 we had a number of people come over to ours…
Moved: propertytaxrefundcentre
This discussion has been moved.
Supply only kitchen with many faults - small claims court?
Hi, Hoping for some impartial advice from those of you who may have submitted something via the Small Claims Court before. Very long story, but in short we ordered over £20k of supply only kitchen units from a UK based company. Across 120 items in total we had 54 items so badly damaged that they needed replacing (including…
Extortionate admin Fee (Cleaner)
This morning I enquired about having a cleaner from this company 2 hours every week @£15 an hour for light dusting and hoover Then quite sneakily I had to tick a box that hadn’t been mentioned in the web site or small print i understand there will be 26% admin fee added to your bill each month :o This is day light robbery…
Swarovski
I bought my daughter a ring from Swarovski store for her 18th birthday. A year later (out of guarantee) a stone fell out. I returned to the store to ask if they could fix it, they said they no longer do repairs. Jewellers won't repair because it is not a stone. Then two more stones fell out a few years later, so she can no…
Fly tipping
Hi Firsty I couldn't find a relevant section of the forum for this so I've put it on here as it seems as good as place as any! Anyhow 2 weeks ago I noticed someone had dumped a rotary washing line behind our house (the metal spinning thing) there's a dirt path behind our house so being a good resident (and I also don't…
Poor quality bouquet
I recently ordered an extra large bouquet for £42 for my daughter. When they arrived they were nothing like the picture on the website. A small bunch of cheap flowers with a lot of gypsophila,and already going over. I emailed the company, and was offered a replacement or 50% refund. They said they had sent the £32 bouquet…

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MSE News

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.
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 Payments 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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