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Consumer rights

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

quote was provided but i am billed hourly what can i do
Hi I contacted a tradesperson to refurb 2 standard rooms in my house they provided a quote of time 120hrs and cost 4000 since starting the work i have been billed weekly for hourly rates of time the invoice total to-date is now double the quoted price and over 200hrs spent and no sign of completetion, maybe 75% complete so…
Company refusing return
I bought a swimsuit on MeetCurve last year and it was great, but having lost weight since then I needed to reorder. I did so a couple of weeks ago and the new suit came but was too small. I asked if I could return it for an exchange and they explained their return address was in New Jersey and it would cost a lot of money…
Are removals services covered by Consumer Rights Act 2015?
I can't see why removals shouldn't be covered by the Act, but I also can't find any information to say they are. Briefly, a relative booked a removals service to bring a large, awkwardly shaped piece of furniture to his house. The item was collected but on arrival at his house the men said they were unable to get it…
Kia 7 year warranty
Bought car with 7,200 done service an said so it doesn’t need next service till 20,000 , I said ok , the service light came on service due in ???? Miles I called them an asked for them to book it in an said to them the TPMS IS ON AN KEEPS COMING ON NO MATER WHAT I DO , they said our earliest date is mid feb .I said can I…
I want the new windows removing ( leaking in air) HELP PLEASE
Hi Help please .I will try to make this short as possible. I was advised by the installer they would come to fit a new patio door and a window in December 2024. The company did not send anyone or even notify me they were not coming ,even though i moved everything clear as requested. They came in January 2025. Both were…
Tabeo Loan - Invisalign
Hi All, A few months ago I started Invisalign treatment however treatment has not progressed as expected and I’ve already had to have 2 re scans as the aligners have not fitted properly both times. It’s a 2 year loan paying £170 per month but I now wish I had gone with traditional braces. Is there anyway I am able to…
Success getting DHL admin charges cancelled
I recently received a bill from DHL for £35.13 VAT, plus "clearance authorization" £25 and "duty tax receiver" £11. I didn't ask DHL to do anything, I have no contract with DHL so I pointed out that without agreement, there was no contract therefore they had no legal right to bill me for anything other than the VAT they…
Can we be charged more than the quote?
Hello, We've recently had some issues with a contractor who was due to carry out some lawn work on our garden. We were quoted £1800 (including VAT) for relaying the lawn on both sections of our garden. We paid a £650 deposit. The contractor told me 2 days before work was due to commence that he is no longer able to get…
Moneyclaim for 'cancellation fees' after cancelling contract - new website timeline confusion
Hi, I've been issued with a moneyclaim via HM Courts and Tribunals Civil Claims, after cancelling a contract within the 14 days cooling off period (I have already had my deposit returned via Chargeback but the company, Nationwide Renewables, is still claiming cancellation fees, which is bizarre) My specific question is…
Free gift advertised with a spend of > £150 - Not fulfilled
Hi all Thanks in advance! I recently ordered from a website that offered a full size free gift for a spend of > £150. This was not fulfilled - long story short and many emails later, the latest response is as follows: "We’ve now been informed by our management team that this promotion officially ended in May. Apologies for…
Removing child from nursery, no notice given
Hello, I've removed my child from nursery. The setting became unsafe, numerous legal breaches regarding lack of management, staff ratios, hygiene and more. Essentially the place is falling apart at the seams, barely any staff left and it follows an ofsted improvement notice. Ts & Cs require 8 weeks notice. Obviously I'm…
Small Claims Question
Hi all, Last year we had some 'work' done on our property and the long and short was it was hideous, not fit for purpose and still is not complete. We initiated a discussion with the company and we were unable to receive a refund, so we initiated small claims proceedings. Fast forward, mediation didn't help so we went…
Herschel Return Nightmare
Hi everyone, First time poster as I've run out of options. Summary: * Purchased a Coat * Bought early April 2025 (delivered a few days later) * Bought via the official Herschel website * Paid via Credit Card * The coat didn't fit and wanted to return for a refund * Had to pay postage to send back to supplier, unbeknownst…
Amazon refund process
Hi everyone. Has anyone dealt with the Amazon refund process recently? I was hoping to get some advice on the best approach to take. I'm dealing with what seems to be an increasingly common issue of a package turning up only to find the product box inside empty. In my case it was a smartphone of about £250, a costly…
Does it sound likely or unlikely that we’ll win our Section 75 claim against an airline?
Back in March, myself, partner and our toddler were due to go abroad with a reputable, well known airline/holiday provider. At no fault of the airline to begin with, we’d ended up getting to the airport later than planned due to a sudden accident closing the motorway down whilst on route and arrived at the check-in desk…
Wrong Phone Model
My partner and I have a contract with EE that includes TV and both our phones. Our contracts had ended and we went in to look at phone upgrades. I have small hands and the size and weight of phones is beginning to give me a lot of pain in my wrist. I explained this and asked about availability for a small phone. It was…
Debt collectors now charging me for failing to collect debt
Hello I've been trying to retrieve a debt off some neighbours who owe me £1000. I got as far a writ from the courts through Court Enforcement Services (which I paid separately for) and provided instructions when best the neighbours would be around to hand over paperwork. But they have mostly ignored my instructions. I…
Rights re Returns
Hi all I bought a shed from Wayfair which I was advised would be delivered on the Tuesday. Tuesday morning I was told it would be delivered Wednesday. Wednesday I stayed in all day only to receive an email saying that delivery was attempted but as no-one was at home it would be delivered the following Tuesday! I contacted…
How to complain to Amazon UK
I sent an email to the address given for complaints to Amazon (complaints@amazon.co.uk) only to get a response that the address is not currently accepting emails! Does anyone know how I can contact them. Their usual Customer Service options have been a waste of time.
Faulty tech, company is ghosting me
We ordered a Hyundai DHY6000SE Diesel Generator on 20th August 2023. When we got it, it didn't start, my husband had to bleed the injector HP fuel line. Then it ran okay during 2 power cuts but a planned power outage later (1/2 tank diesel, 2.7 hours run time), the generator exhaust started smoking quite a lot. The…

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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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