What to do when things go wrong

• Act quickly - there is often a time limit on making a complaint.

• Stop using the goods as soon as you realize there is a problem.

• Collect all the relevant paperwork together. Even if you don't have a written contract you may have letters, invoices and receipts or copies of order forms which can tell you what has been agreed.

• Depending on the situation, it is usually worth raising any problems directly with a store manager or customer services to start with. Many businesses are happy to put things right. Don’t always rely on manufacturer’s warranties.

• If you don't get anywhere, you need to put your complaint in writing. Find out whether there is somebody responsible for customer complaints in the organisation and, if so, address or copy your letter to them. Set out your complaint as clearly as you can and set a deadline for them to come back to you. It's a good idea to get some proof of postage (It doesn't need to be Recorded delivery. A ‘Certificate of Postage’ is ok).

• If you don't get a response send another letter making it clear that you will take legal action if they don't respond.

• Keep a note of any conversations you have and keep copies of all correspondence.

• Find out if the company belongs to a trade organisation or is regulated. Some organisations are able to help resolve disputes. For example, if it is a dispute with a travel company, the travel regulator ABTA, may help.

• If all else fails you might consider legal action. A solicitor or legal adviser at your local law centre, Citizens Advice Bureau or other advice agency can advise you how to go about this. See Links to other websites on the right to find out how to locate your nearest adviser.

February 2009