What product or service do customers
complain about the most - and if you need to complain what rights do you have under the law? The charity Citizens Advice received 500,000 calls and
3.6 million website visits in 2019. The most complained about items were as follows:
1. Second Hand Cars
Problems with second hand cars
regularly top the list of complaints. During 2019 Citizens Advice received
57,000 enquiries relating to problems with used vehicles. Around 80% of these
complaints were about defective or broken vehicles, while 7% of customers said
they had been misled when buying the vehicle.
THE LEGAL POSITION - It’s important for
customers to remember that they have different rights depending on where they
bought the vehicle. Buying a car through a trader provides more protection as
the vehicle must be of satisfactory quality, meet its description during the
sales process, and be fit for its intended purpose. If you buy from a private
seller then they are legally not allowed to lie about the vehicle, but they can
‘omit’ information.
2. Home improvements
In 2019 Citizens Advice received
46,182 requests for help from people who had experienced problems with building
work, home improvements or decorating.
THE LEGAL POSITION - If work has not
been completed with reasonable care and skill, then the trader should fix it
without charge within a reasonable amount of time. This includes putting the
plan, price and timeframe in writing before any work begins, and taking
photographs before and after the work is done, along with a diary of progress.
3. Furniture
Three-quarters of the 20,000 calls
received by Citizens Advice about furniture were relating to items that were
not fit for their intended purpose.
THE LEGAL POSITION - If an item is
broken, damaged, or unusable when bought then the customer will have substantial
rights. However if the customer wants a refund or replacement then the outcome
will depend on the circumstances behind that request. If the item was damaged
due to wear and tear during use, or if the buyer simply changed their mind
after taking the product home, then they can't claim a refund.
4. Technology devices
Most people use technology devices
such as mobile phones, laptops and tablets. Citizens Advice received 19,000
enquiries about such products in 2019, and two-thirds of the complaints were relating
to devices that were broken or faulty.
THE LEGAL POSITION - Buyers have a
legal right to a refund if they contact the seller within 30 days of
unknowingly buying something that doesn't work properly.
5. Clothing and footwear
There were 14,500 calls to Citizens Advice for assistance from people who wanted to know their rights after buying
clothes or shoes.
THE LEGAL POSITION - Different shops
have different policies regarding the return of unused items when a customer
has simply changed their mind about a purchase. However, these rights are
stronger when the product is bought online, as the law allows for a 14 day ‘cooling-off’
period with online purchases. When buying online, it is also the responsibility
of the seller to ensure the delivery of the merchandise was successful.
If you need information and advice about
customer complaints click here or call Citizens Advice on 03454 04 05 06.
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