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Wednesday, 12 February, 2003, 19:02 GMT
An overview of consumer rights
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So you feel hard done by as a consumer, but where can you complain and what are your rights?
Each individual case is different but below are the general rules and laws, as well as contact numbers should you need further information. Laws affecting consumer rights Sale of Goods Act 1979 (amended with Sale and Supply of Goods Act 1994)
Goods must fit the description used in any advert, label, or packaging etc that relates to them - such as the year or make, type, colour, size or materials used. These must be accurate. The goods must also be of satisfactory quality - and should be fit for their purpose.
Consumer Protection Act 1987 This says that only safe goods should be put on sale. It also prohibits misleading price indications. The so called "28 day rule" is covered by this act. If you have any complaints about being charged more at the till than the price on the shelf, you should initially contact your local trading standards office, rather than the shop. Supply of Goods and Services Act 1982 (amended by Supply of Goods and Services Act 1994)
This states that work covered by the contract - which exists as soon as you ask someone to carry out some work for you, such as plumbing, dry cleaning, or building, must be carried out with reasonable skill and care, within a reasonable time, and for a reasonable price (if that's not stated) - but what is reasonable is not defined by law.
Unfair Contract Terms Act 1977 (and Unfair Terms In Consumer Contracts Regulations 1994) If terms in pre-printed contracts are unreasonable the Office of Fair Trading can make the company change the contract. The regulations apply only to standard (pre-printed) contracts. Consumer Credit Act 1974
If you buy your goods with a credit card, then as long as the goods cost over £100 the credit card company is also liable for the faulty goods or services. If you buy on hire purchase or other credit arranged by the supplier and the supplier will not put things right you can claim from the finance company.
Useful addresses and telephone numbers
Unfortunately, under the Financial Services Act, we are prohibited from providing personal investment advice by letter or telephone. We are only exempted when we broadcast this advice. The inclusion of any organisation on this fact sheet does not imply any endorsement by the BBC or Working Lunch.
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