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Consumer rights

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

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,…
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…
Click and Collect / Distance Selling
I recently bought a large garden storage box from Argos. Ordered online, and as delivery was not an option, I chose "Click and Collect". We got it home, and during assembly noted that the item did not fit together correctly and also there was some damage. I spoke to customer services, explaining that to return such a large…
Fatsoma drip pricing
Some of the events on Fatsoma (events ticket seller) have an 'order processing fee' added after you have already started the booking process. This is separate from the 'booking fee' that is stated up front. There is no mention of the order processing fee up front, and there is no apparent way to avoid it. Is this now…
Bellare London Scam
I also.ordered from a company i thought was in London. BELLARE LONDON. I saw the advert on Pinterest £50 dress half price £24.99. Received it 3 weeks later was of cheap thin material on emailing for a return address they stated i would have to pay for returns and a tracking number which i would have to take a photo of and…
Builder quoted by E-mail, customer said yes to E-mail. £6000, customer only paid £4200 ???
Hi, Builder quoted for work on a house by E-mail, customer said yes to E-mail. £6000. The job went on a little longer as they sent the wrong windows, it was Covid, and the customer build something in front of were they were working, this slowed them down the last day, so had to come back one more day. After they said they…
refund of foam insulation
Hello, a friend has received a letter from a claims management company regarding misselling of spray foam insulation. The work was carried out about 4 years ago and they have just arranged for it to be removed. The claims company is offering to try and get the money back including possibly money towards it being removed.…
Carevo Minimus folding scooter
I bought a Careco Minimus folding scooter for travelling by air. My last trip with the scooter was to Italy was last week. On return home I discovered one of the seat assembly bolts was missing. I contacted Careco for a replacement, unfortunately they were unable to supply a new bolt assembly but at the cost of £156 they…
Advice on a incorrectly made UPVC doors.
We just ordered £18k worth of doors and windows from Eurocall to renovate our home. All 4 French doors are wrong. The problem is that they do not open in the correct order. The quote has no handing diagram for the leaves and no key to explain the drawings. Therefore, we asked the staff member to clarify and were told that…
Broadband provider reneging on 50% off forever
Hi, this is my first post, I've done my best to familiarise myself with the forum's guidance, but apologise if I miss something. When I signed up with one of the alt-nets that started putting fibre up in my local area, they offered a (frankly crazy, I recognise) 50% discount (on what would be the full rate package) for as…
Keep receiving post for a different address
Not sure if this is the right section of the forum, but here goes! We've started receiving, on a reasonably regular basis, post through our letter box for a similar but different address. I've had post incorrectly delivered before over the years (usually for a next door neighbour) but it's only ever been a one-off. We're…
JustEat problems
Hi all I appreciate any idea/help regarding this. I've ordered groceries quite a few times from JustEat recently. Most orders were okay but four times they were not. One order didn't arrive at all but was marked delivered by the driver anyway. Two arrived only in part and one had broken and out of date items. In all cases…
incentives to switch accounts
in trying to switch current accounts on behalf of a relative with a cash incentive to do so I discovered that by being a POA on the account that we were switching from meant that the new account to be set up was rejected as was treated as a joint account. Because of this delay the accounts were switched eventually but the…

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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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