Consumer Rights with Santander Credit Card

Nats2know

In October 2012 I bought a microwave from www. laskys. com for £60. A few weeks ago it started sparking and blew up. When I tried to contact Laskys, I found they've gone into administration but there was no information on their website or on their telephone, so I contacted Santander.

Santander sent me a form to fill out to claim the money back which I did. Santander's response was:

"We have investigated the payment in full and can confirm that this does not relate to any fraudulent activity on your account, and that there has been no error made by Santander in respect of this payment. Unfortunately, taking the circumstances of your claim into account, including the time that has elapsed since the date of the transaction, we a unable to pursue your claim further. We are sorry that we are unable to assist you at this time, however suggest that if you still wish to query this transaction you contact laskys, who may be able to assist you in this matter."

My question is, is this right? Do I not have any consumer rights? If I'd bought this from a High Street shop and it had blown up, I'd have taken it back and surely would have received a replacement?

I want to send a letter complaining, but is there any terminology I should put in a letter to Santander that would get my money back?

Thank you in advance for your help.

Nat

OllyM

As it's under £100 you have no Section 75 protection so you can't claim against Santander.

KILL_BILL

the person who wrote the letter has obviously got the wrong end of the stick

What make is the microwave - ? speak to the manufactuer direct

thenudeone

s75 doesn't apply since it's under £100

Chargeback is a voluntary scheme and has strict time limits see:
http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback

If you contacted them within 120 days of the problem, you are still within the time limits.
I suggest writing again specifically asking for this to be treated as a chargeback on the basis of faulty goods, and pointing out that you are within the chargeback time limits.

Then make a complaint if they still refuse.

I would also contact the manufacturer directly to see what they can do.

OllyM

If they purchased it in October 2012 and it became faulty 'a few weeks ago' then they were way outside the 120 day window...

thenudeone

The 120 day window is from the time the purchaser became aware of the problem, not from the date of purchase.

The time limit from purchase is 540 days.

The details are all in the link