AT Home with Lorraine Kelly - April 2011 - (Page 354)

How to get your money back THE NEW TABLE’S BROKEN AND THE PLUMBER’S MADE THE LEAKY SINK WORSE. WHAT CAN YOU DO? PLENTY! WE LIST YOUR RIGHTS It’s always best to act sooner rather than later and this is most deﬁnitely the case when it comes to making a complaint. The length of time between purchase and complaint can determine whether you are deemed to have ‘accepted’ the goods and can consequently aﬀect your chances of receiving a full refund; your usual window of opportunity typically stands at three to four weeks (but this is dependent on circumstances). 1 DON'T LEAVE IT TOO LATE It's vital you keep all your receipts and letters as evidence When you purchase a product from a retailer, you enter into a contract with them under the Sale of Goods Act 1979. This act speciﬁes that goods must be ‘as described’, ‘of satisfactory quality’ and ‘ﬁt for purpose’. If your product does not meet one or more of these criteria, then you can make a claim. 2 GET TO KNOW YOUR RIGHTS Collate all paperwork and evidence you have related to the product in question; this includes receipts and letters as well as notes of conversations you may have had with the retailer; it’s essential to make a record of all conversations and always ask for names of people you are speaking to and make a note of the date. Do this whether the conversation lasts two minutes or half an hour. It will all help if your dispute ends up going to court in order to resolve it. 5 KEEP TRACK the retailer that is responsible, and it is against them that you should exercise your rights as detailed in the Sale of Goods Act 1979. Before you initiate the complaint procedure, you need to decide exactly what you want. Think very carefully whether you’d be satisﬁed with a replacement or repaired product (or an improved service), a full refund, or if you expect compensation that covers the cost of any inconvenience you have experienced as a result of your faulty or unsatisfactory product. 3 YOU MUST MAKE A DECISION In order to complain, you ﬁrst need to establish whether your claim is against the retailer or the manufacturer of the product. And in the majority of cases, it will be 4 WHO’S TO BLAME? Your ﬁrst port of call when making a complaint can simply be face-to-face or on the phone. However, if this is not possible, then it is advisable to make a formal complaint in writing. When writing a complaint letter, keep it as clear and concise as possible; detailing when and where you purchased the product, what action you wish to be taken and a deadline of when you expect to hear back from the organisation. Include copies of all receipts or relevant documentation (keep the originals) and make reference to these accordingly in your letter. 6 MAKE CONTACT responsibility to prove the item wasn’t faulty at purchase. Longer than that and you may need to prove the fault wasn’t caused by wear and tear or damage. If necessary, draft in an advisor. With faulty furniture or a home improvement product, such as a new bathroom, consider getting in touch with The Furniture Ombudsman (www. thefurnitureombudsman.org). 8 If you have purchased the faulty item within the last six months, it’s the retailer’s 7 IT'S A MATTER OF PROOF In the case of electrical appliances, many people assume that because their one-year guarantee has run out, they cannot ask for a refund; but under the Sale of Goods Act 1979, faulty goods are protected even when the manufacturer’s guarantee has expired, and goods must last a reasonable time (which can be up to six years from the date of purchase), so be sure to make reference to this point (if applicable) when you ﬁle your complaint. ASK FOR A REFUND REGARDLESS OF THE DATE 70 ST YLISH LIVING http://www.thefurnitureombudsman.org http://www.thefurnitureombudsman.org

Table of Contents for the Digital Edition of AT Home with Lorraine Kelly - April 2011

EDITOR’S LETTER
HELLO FROM LORRAINE
NOTEBOOK NEWS
ONE FOR THE DIARY
LITTLE BLACK BOOK
GOING STRONG
WIN BIG!
LORRAINE UNCUT
TOP HONOURS
FIT FOR A QUEEN
KEEP CALM AND CARRY ON
SEX LIVES
CAREER CORNER
MOTOR SKILLS
DRIVING MISS DAISY
RETIRE HAPPY
CURTAIN CALL
ON TREND TRAPPINGS
IT'S A WRAP
BAGS OF STYLE
STEP AHEAD
WEDDING BELLES
FROCK FRENZY
WHAT YOUR CLOTHES SAY
JEWELLERY BOX BOUNTY
WOMANLY WOES
A BUMP IN THE ROAD
LOVELY BONES
FANCY FOOTWORK
PROTECT YOUR PEEPERS
VITAMIN VITALS
LOOK TO THE STARS
BE WELL
A RACE AGAINST TIME
MANAGE YOUR MAN’S HEALTH
EXPERT OPINION
MEZZE MADE EASY
DIG IN!
METABOLISM EXPLAINED
HEALTHY HYDRATION
READY, STEADY, RUN
THE GYM-FREE WORKOUT
MIRACLE WORKERS
NAKED AMBITION
WHEN LESS IS MORE
HAIR HEROES
FOXY LOCKS FOR OVER 40S
ASK THE ADULTS
TRAVELLING TOTS
KIDS ON THE CATWALK
A HELPING HAND
WHY I BECAME A FOSTER PARENT
FUN HOUSE
PAMPER TIME
LIFE AT THE RSPCA
WHAT'S FOR DINNER?
MINI MENAGERIE
ANIMAL INSURANCE
MUM'S THE WORD
EASY ON THE EYE
WEDDING BLISS
CREATE YOUR OWN
ONE MORE THING
COMING SOON
STOCKISTS
STYLISH LIVING SUPPLEMENT
SPRING HOME STYLE
GOT TO HAVE IT
HEART OF THE HOME
BEDROOM BLISS
LIVING IT UP
BOLD BATHROOM
SMALL CHANGE
DON'T SLIP UP
IMPROVE, DON'T MOVE
LET ME IN
WINDOW DRESSING
AL FRESCO DINING
DECK IT OUT
CLEVER CONSERVATORIES
GLAZE OVER
KNOW YOUR RIGHTS
TRAVEL SUPPLEMENT
HELLO FROM LORRAINE
TRAVEL NEWS AND VIEWS
WILD AND FREE
BRILLIANT BLIGHTY
ONE FINE DAY
SCHOOL HOLIDAYS
ISLAND HOPPING
THE KIDS ARE ALL RIGHT
THE GREAT OUTDOORS
PARK LIFE
BEFORE YOU JET OFF
GLOBE TROTTER
JUST THE JOB SUPPLEMENT
LORRAINE'S WELCOME
YOU CAN HAVE IT ALL
GO GIRL
FIRST-CLASS EMPLOYER
THE SKY'S THE LIMIT
A RIGHT BALANCE
A WOMAN'S WORLD
BUILDING BEAUTIES
GET SWOTTING
BACK TO WORK
COUNT ON BANKING
BRIGHT SPARK
PLAYING HOUSE
PLACE YOUR BETS
SHOP AROUND

AT Home with Lorraine Kelly - April 2011