Contact the retailer you bought it from. Tell them about the problem and ask for a replacement, or arrange to have it repaired.
Ultimately, the retailer can choose which of these options to take - usually the cheapest option. But firstly you can ask for whichever option you'd prefer.
If the product is within its guarantee period, check the terms of the guarantee. Find out if the manufacturer will offer a repair or replacement.
If your mobile phone is part of your contract, your claim would be against your mobile phone service provider and you may be entitled to a free repair or replacement as part of your contract.
It’s worth checking your mobile operator’s terms and conditions to see what you’re entitled to.
The Consumer Ombudsman deals with all consumer complaints in sectors not already covered by an ombudsman scheme which includes retail, so if you purchased the phone yourself - you can refer your complaint to them.
If your mobile phone is part of your contract you can refer your complaint to one of two ombudsman services, CISAS or Ombudsman Services: Communications - which scheme to contact depends on which one your contract provider is registered with.
You can escalate your complaint to the ombudsman providing you have given the company a reasonable amount of time - usually up to eight weeks - to resolve your problem.
If the company is willing to work with the ombudsman to resolve your complaint, the aim is to reach a resolution within 10 working days.
If the company is unwilling to work with the ombudsman – or a resolution that both parties are satisfied with cannot be reached – you will be advised on what to do next.
If you get no response from the retailer or if it's gone bust, you can take a claim to your credit card company providing you paid for your phone by credit card in the first instance.
Write to your credit card provider outlining the fault with your phone and explain that you want a free repair or a replacement phone.
If the retailer or manufacturer won't help, write to the retailer (not the manufacturer) saying that, under the (which replaces the from October 2015), the phone is not of satisfactory quality and you are exercising your right to have it repaired or replaced.