claiming/complaining under the Supply of Goods and Services Act 1982

caelshorn

Hi

I have been looking, honest, but I can't find a template for a letter of complaint. I paid for some flooring and under-floor heating to be supplied/installed and now the heating is not working. I have written to the company already without any joy. Trading Standards are advising me to write to the credit card company as well, but I have no idea how much information to send them, or exactly why it would concern them anyway - what can they do about it?
A template would be most helpful.

Thanks in advance

chappers

You can claim against the CC company for faulty goods or services too.

toomanyshoes

The cc company end up with part responsibility for the product/service if you paid at least £100 on the cc so yes they can help solve the problem.

I've not dealt with a case recently so it may have changed but call 'consumer direct' and they will tell you exactly what to do in plain english.

inmypocketnottheirs

You are protected under Section 75 of The Consumer Credit Act, if the cost of the goods were over £100 and you paid something of the value of the sale by credit card. Just google Section 75 Consumer Credit Act for more info.

Pete111

I'm currently in dispute with HSBC re a purchase from a provider who supplied shoddy goods and then went to ground. HSBC are being helpful though it is taking a while to get this resolved. I definately recommend you take this up with your bank however as you should be protected under section 75.

Your bank may require that you supply all possible details so they can investigate - I suggest you speak to one of their reps also before you write. If you get through to the corrrect dept they will be familiar with this type of issue and should be able to help you. It's important to remember that they have 100% joint liability with the retailer in the purchase, so don't let them fob you off - be assertive if they try to!

On another note - I'm looking at having wood flooring with underfloor heating done this year can you let me know:

1) which company you used (so I can avoid them!)
2) What type of wood flooring you had put down (ie engineered wood or soloid and what thickness etc) I'm keen to get rid of the radiators in my lounge (am thinking 15mm engineering woodloc for the flooring) but am concerned that wood will insulate the underfloor heating quite a lot. Before your heating packed up, did it heat the room well?

Cheers

Pete111

caelshorn

Hi Pete

so sorry I totally missed this reply. I've just posted under the DIY thread, as I'm still trying to get this resolved.

I hope I'm still in time to help you with this info, so here goes:
First think about where you live. Mine is a top floor, gable-end traditional tenement flat, so telling me that UFH would work there was completely duff advice for starters.
Then think about whether you want electrical or heated water. The latter is more cost efficient, but adds a good couple of inches to the height of the floor and quite often the installation is a messy job.
Then try to find a company in your area that specialises in UFH - don't do what I did and get the heating and flooring from the same company!

The wood I used is engineered hardwood. I think would weather the heat ok, but then I only had about three weeks of dismal heating. The efficiency of the heating all depends on insulation: If there is not adequate insulation below the heating elements, the heat loss downwards will be so much that the room won't heat.

I have to say, I still don't understand why this form of heating is so difficult to get in Britain, and why it has taken so long for new buildings to be built with better insulation. It should be the most efficient heating, but your heating is only as good as your insulation, something I really didn't appreciate before I got into this mess...