If you have a grievance with a retailer if is important to handle it in the right way.

The first step is to know the law.

Any business that receives a complaint will take it far more seriously if the complainant shows they know the law and is aware of their rights.

The Consumer Rights Act 2015 greatly empowers consumers and provides lots of remedies for when things go wrong.

But you have to know what they are.


Here are some of the protections you legally have:

"Complain in writing"

This is far more effective than by phone. It also means there is a paper trail proving you have complained.

State your complaint with a chronology of events, if applicable, what the law is and what remedy you are seeking. It is important to provide evidence to support your complaint – such as photos.

If the trader rejects your ­complaint or fails to respond within eight weeks, find out if they are a in an alternative resolution scheme.

Many retailers are now under RetailADR or the Furniture Ombudsman. Both schemes will provide an independent ­review of your ­complaint and are free to use.

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