How to complain to companies Consumer law: a summary

Sale of Goods Act 1979

Goods supplied by traders must be 'as described', 'fit for their purpose' and of 'satisfactory quality'. Basically, they should be safe, durable and free from faults or defects. If a trader breaches these laws then you could have a right to a refund, repair or replacement.

Supply of Goods and Services Act 1982

Requires the trader to use reasonable care and skill and says that any materials or goods must be of satisfactory quality, fit for purpose and as described. It also says that, unless a specific date is agreed for a service to be provided, it must be carried out within a reasonable time.

Sale and Supply of Goods to Consumer Regulations 2002

This Act amended the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982. It added that manufacturers' guarantees were a contract between consumers and manufacturers.

It also says that, if a product goes wrong within the first six months, the onus is on seller to prove there's not a fault, rather than on the consumer to prove that there is one.

Consumer Credit Act 1974

If you buy something on credit (for example, on a credit card or finance arranged by the retailer) Section 75 of this Act makes your credit company jointly liable, with the company you're buying from, for any breaches of contract or misrepresentations.

You can claim from either company if you have any problems. However, you would normally contact the company first and then go to the credit company if the company doesn't resolve the issues to your satisfaction.

Consumer Protection (Distance Selling) Regulations 2002

If you buy goods over the phone, internet or by mail order you have a right to get basic pre-contract information, such as the name and address of the supplier, the characteristics of the goods or services, and the price.

You also get a seven-day cooling off period in which you can cancel the contract without penalty (though there are some exceptions to this rule).

Cancellation of Contracts made in a Consumer’s Home or Place of Work etc. Regulations 2008

This regulation gives consumers the right to cancel contracts made in their home at work or on an excursion arranged by the trader they have the contract with.

The Consumer Protection from Unfair Trading Regulations 2008

This law makes it an offence for traders to engage in misleading actions, misleading omissions or aggressive practices.

Unfair Terms in Consumer Contracts Regulations 1999

Terms in standard consumer contracts can only be relied upon if they are 'fair'.