Top 5 consumer rights problems and how to fix them
Saturday 15 March is World Consumer Rights Day – an annual celebration remembering President John F Kennedy's speech to the US Congress on 15 March 1962, where he formally addressed the issue of consumer rights.
Since then, the UK has passed many of its own consumer laws ensuring that – whether you're stuck with a faulty car, an ill-fitting pair of jeans or an unresponsive retailer – you have the right to redress when something goes wrong.
As the UK's consumer champion, Which? helps consumers understand and enact these rights when companies don't play fairly.
Ahead of this year's World Consumer Rights Day, we look at the five most common consumer problems we see and explain how to you can resolve them.
1. What do I do if I have a faulty product?
Perhaps your TV no longer turns on or your new dishwasher has packed up after just a few months.
Dealing with a defective product is surely one of the most vexing consumer gripes – and it's the issue we're contacted about most frequently.
Under the Consumer Rights Act 2015, you do have rights depending on when you notice the problem with your product.
If you notice the fault within 30 days, you can ask the retailer for a full refund, repair or replacement. Or if you spot the problem after 30 days and within six months, you have to give the retailer one opportunity to repair or replace the item before you can get your money back.
After the first six months, the onus is on you to prove a fault was present at the time of purchase.
You have up to six years to take a claim to the small claims court for faulty goods in England, Wales and Northern Ireland, and five years in Scotland.
If you're struggling to sort out your faulty goods issue, you can use our free faulty goods tool to request a refund, repair or replacement.
- Find out more: start your faulty goods complaint
2. The car I bought has a problem, what are my rights?
Issues with faulty cars – whether they're brand new or second-hand – have proven notoriously difficult to resolve among Which? readers.
Your rights to a refund, repair or replacement will differ depending on where and when you bought your vehicle.
If you bought your car from a dealer, your faulty goods rights under the Consumer Rights Act 2015 will still apply.
But if you bought your car from a private seller, your rights aren't quite as robust. The seller isn't under any legal obligation to declare the condition of the car to you when buying, and you won't be able to claim for repairs.
However, if the private seller untruthfully answers any questions you ask about the car, or misrepresents the car in any advert or when they speak to you, a claim for misrepresentation may arise, allowing you to rescind the contract.
To start your complaint with a car dealer or private seller, use our free faulty car complaint tool.
- Find out more: send a letter of complaint to a car dealer
3. How do I use chargeback or Section 75?
If a company's ignoring you or has left you out of pocket, making a claim with your bank is one route to getting your money back. We regularly get asked how to make chargeback and Section 75 claims.
When you pay by credit card, you benefit from Section 75 protection under the Consumer Credit Act. This means your credit provider is jointly liable with the retailer if something goes awry. It applies for purchases between £100 and £30,000.
Or if you pay by debit card, you can make a chargeback claim. Chargeback enables you to dispute a card transaction and request your money back. It works by your bank withdrawing funds that were previously deposited into the recipient's bank account and putting them back into your account.
You can use our chargeback and Section 75 guides for more information, or use our free Section 75 tool to start the process with your credit provider.
- Find out more: start your Section 75 claim
4. I want to return my goods, what are my rights?
Your rights to return unwanted items depend on whether you shopped online or in-store.
For online orders, you have return rights under the Consumer Contracts Regulations. You have 14 days from the day you receive your goods to notify the retailer you want to make a return, and then a further 14 days to send back your unwanted items.
The retailer than has 14 calendar days to refund you after receiving the returned order. It must also refund the standard delivery cost you paid to get the goods sent to you in the first place.
Your rights are different for in-store purchases. Shops aren't required by law to have a returns policy for unwanted items, but many do choose to provide a 'goodwill' returns window (typically around 28 days).
For faulty products, your consumer rights remain the same for online and in-store purchases.
5. My flight was delayed or cancelled – can I get compensation?
If your flight's delayed – or worse, cancelled – knowing what compensation you're due isn't always clear. Which? helps consumers calculate and claim what they're owed for free.
For flights departing from the UK or Europe, or if the flight was operated by a UK or European airline, you have rights if it's delayed.
You could also be entitled to flight delay compensation of up to £520 per passenger if you're more than four hours late arriving at your destination.
If you're travelling with a non-EU-based airline flying from a non-EU destination, the airline doesn't have the same duty to look after you. You'll want to check the airline's Conditions of Carriage to see what compensation you're entitled to.
Calculate how much compensation you're due – and start your complaint with the airline – by using our free flight compensation tool.
- Find out more: get compensation for your delayed or cancelled flight
