Citizens Advice Bureau

Citizens Advice Bureau

The main stages a consumer with problems, or who is making a complaint

needs to go through are: -

1. To make a complaint as soon as possible to the supplier of goods

and services. If you have a problem about something, always let

the supplier deal with the matter. Also you could lose some of

your legal rights if you leave a complaint too long.

2. You also need to take any proof of what you’ve brought with you,

such as a receipt. You should not leave it with the retailer

though. As you might need it later.

3. If you live a fair distance from wherever you purchased an item

and had called by telephone and got no reply, then it would be a

good idea to write to their Customer Services Manager and explain

the problem by letter.

4. Explain clearly and come straight to the point in your letter.

Firstly, you state where you brought the goods or service, and

then clearly what has gone wrong. Then state where and when you

called, if you have already visited the firm, the name of the

person who spoke to, and finally, in the last statement, write

about what you want done and give them a sensible deadline.

5. If the company phones you, you should make a note of the date and

what they’ve said.

6. The problem is usually solved by this stage, but you don’t have

to accept the first offer you receive, if you don’t think it’s

reasonable.

7. If all else fails and you aren’t getting anywhere, then we advise

you to get expert advice e.g. by requesting another seller place

their views in writing, by getting in touch with...

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... summons forms with the relevant information and a brief outline of the

case. You then pay a small fee, which is repaid if you win. The

court then serves the summons. The defendant has 14 days to respond.

If there is not response then the claimant fills in a form asking the

curt to file a judgement. The court will decide how mush and issues a

judgement with damages assessed by them. The defendant can then

dispute this amount if they think it excessive and the court will then

make a final judgement. If the defendant does files a defence the

court will send a copy to the claimant. Allocation questionnaires are

sent to both parties, who both have to completed and return by a

specified date to the court. A Hearing date will be set. At the

hearing a decision will be made. The defendant can appeal if they

want to.