HERE’S WHAT YOU NEED TO KNOW ABOUT YOUR CONSUMER RIGHTS

The rise of online shopping has made it easier for consumers to purchase goods and services from the comfort of their homes. However, with this convenience, comes the risk of encountering fraudulent activities or receiving unsatisfactory products. As a result, it is crucial for consumers to understand their rights and the protections afforded to them under UK law. This article aims to provide a comprehensive guide to consumer rights in the UK for those shopping online.

Consumer Rights:

When shopping online, consumers have the right to:

1. Receive goods that are of satisfactory quality, fit for purpose, and as described

2. Receive services that are carried out with reasonable care and skill

3. Receive goods and services that match any sample or demonstration model shown

4. Receive goods that are delivered within a reasonable time frame

5. Receive a full refund if the goods or services are faulty or not as described

6. Receive compensation for any damages caused by faulty goods or services

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Consumer Protections:

The UK government has implemented several consumer protection laws that provide additional safeguards for online shoppers. These include:

1. The Consumer Rights Act 2015: This law sets out the basic rights and protections afforded to consumers when purchasing goods and services. It also provides additional protection for digital content, such as music and software.

2. The Consumer Contracts Regulations 2013: This law requires online retailers to provide consumers with clear and concise information about their purchases, including the total price, delivery costs, and cancellation rights.

3. The Payment Services Regulations 2017: This law sets out the rules for electronic payments, including the use of debit and credit cards. It also provides protection against fraudulent transactions.

4. The Data Protection Act 2018: This law regulates the use and storage of personal data by businesses. It gives consumers the right to access and control their personal data and requires businesses to obtain consent before collecting or processing personal data.

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GOODS ORDERED ONLINE

If the goods you have ordered are not as described, fit for purpose or of satisfactory quality, during the expected lifespan of your product you are entitled to:

• Up to 30 days refunds if good are faulty

• Up to 6 months refunds, in most cases, if the products can’t be repaired or replaced

• Some money back if the products don’t last a reasonable length of time

Delivery

Before making a purchase from an online marketplace, make sure to verify the delivery date, especially for products coming from overseas as they may take longer to arrive. Additionally, it's a good idea to confirm the courier the seller or retailer is using and the estimated delivery date.

Keep in mind that the responsibility of delivering your goods falls on the retailer, not you. Therefore, if your package is delayed, lost, damaged, or stolen, it's the retailer's responsibility to resolve the issue. Know your delivery rights and always reach out to the retailer as the first point of contact if anything unusual happens with your parcel.

Services ordered ONLINE

In most cases you can cancel a services within 14 days from the time of purchase, however if you have agreed the service will start within this time you may be charged for what you have used already.

• You have the right for a service to be fixed if it’s not carried out with reasonable care and skill, or get some money back if the service can’t be fixed

• If you haven’t agreed to a price upfront, what you’ll be asked to pay must be a reasonable price

• If a time hasn’t been agreed upfront, you have the right for the service to be carried out within a reasonable time.

In most cases, consumers and business sort out disputes between themselves usually through the business own complaints procedures. But in the event of things going wrong, including:

• Faulty goods

• Counterfeit goods

• Poor service

• Credit and store cards

• Problems with contracts

• Problems with builders

• Rogue Traders

you can register a complaint.

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Consumer Complaints:

If a consumer encounters a problem with an online purchase, they should first contact the retailer to try to resolve the issue. If this does not work, they can file a complaint with one of the following organizations:

1. The Citizens Advice Bureau: This organization provides free advice and assistance to consumers who have encountered problems with goods and services.

2. The Competition and Markets Authority: This organization is responsible for enforcing consumer protection laws and can take legal action against businesses that violate these laws.

3. The Financial Ombudsman Service: This organization handles complaints related to financial services, such as insurance and banking.

citizen advice

Citizens Advice is a UK charity that provides free, confidential advice to individuals on a wide range of issues, including consumer rights, debt, employment, housing, and more. The organization operates a network of local offices across the UK, and also provides advice through their website and over the phone.

To contact Citizens Advice in the UK, you can do so in the following ways:

1. Online: You can visit the Citizens Advice website at https://www.citizensadvice.org.uk/ to access their advice and support resources, including their online chat service.

2. Phone: You can call the Citizens Advice consumer helpline at 0808 223 1133 to discuss your consumer rights issue with a trained adviser. The helpline is open Monday to Friday from 9am to 5pm.

3. In person: You can visit your local Citizens Advice office to receive face-to-face advice and support. To find your nearest office, visit the Citizens Advice website and enter your postcode.

When you contact Citizens Advice, you will be connected with an adviser who can provide information, advice, and support on a wide range of consumer rights issues. This may include issues such as faulty goods or services, misleading advertising, or disputes with a retailer or service provider. The adviser can help you understand your rights as a consumer and provide guidance on the best course of action to resolve your issue.

Citizens Advice is an independent organization that is funded by donations and government grants. Their services are available to everyone, regardless of their background or circumstances.

The Competition and Markets Authority

The Competition and Markets Authority (CMA) is a UK government body that is responsible for promoting competition and protecting consumers in the marketplace. It works to ensure that businesses operate fairly and transparently and that consumers have access to accurate and reliable information.

If you need to contact the CMA, you can do so in the following ways:

1. Online: You can submit a complaint or enquiry to the CMA through their website at https://www.gov.uk/government/organisations/competition-and-markets-authority. They provide a variety of online forms for different types of complaints or enquiries.

2. Phone: You can call the CMA's contact centre at 0800 183 4014 (or +44 207 276 8000 from outside the UK) to discuss your complaint or enquiry.

3. Post: You can send a letter detailing your complaint or enquiry to the following address: Competition and Markets Authority, Victoria House, 37 Southampton Row, London, WC1B 4AD.

It is important to note that the CMA does not provide legal advice or resolve individual disputes between businesses and consumers. However, it can take action against businesses that are engaged in anti-competitive practices or that are not complying with consumer protection laws.

If you have a complaint about a business, you should first try to resolve the issue directly with the company. If this is not possible, you can seek advice from a consumer rights organization such as Citizens Advice or Which?. If you believe that a business has engaged in anti-competitive practices, you can contact the CMA to report your concerns.

The Financial Ombudsman Service

The Financial Ombudsman Service (FOS) is an independent organization in the UK that helps consumers resolve disputes with financial service providers. If you have a complaint against a financial service provider and have been unable to resolve it directly with the company, you can contact the FOS to help you resolve the issue.

To contact the Financial Ombudsman Service, you can do so in the following ways:

1. Online: You can submit your complaint online through the FOS website at https://www.financial-ombudsman.org.uk/consumers/how-to-complain.

2. Phone: You can call the FOS customer service team at 0800 023 4567 (or +44 20 7964 0500 from outside the UK) to discuss your complaint.

3. Post: You can send a letter detailing your complaint to the following address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

When you contact the FOS, they will ask you to provide details about your complaint and any previous attempts you have made to resolve the issue directly with the financial service provider. The FOS will then investigate your complaint and provide an independent ruling. This ruling is binding on the financial service provider if you accept it, but not if you reject it.

It is important to note that the Financial Ombudsman Service can only help you with complaints against financial service providers, such as banks, insurance companies, and financial advisers. If you have a complaint about a non-financial service provider, you should contact the Citizens Advice Bureau or another consumer rights organization.

FREE, INDEPENDENT MONEY ADVICE

If you would like to get free, independent money advice please visit Money Advice Service. If you are from Northern Ireland and you are looking for advice about consumer law please contact Consumer Line.

BUYING FROM EU COUNTRIES

If you’re buying from an EU country you can contact the UK European Consumer Center to find out more about your rights.

Online shopping provides a convenient way for consumers to purchase goods and services. However, it is important to to understand your rights and the protections a consumer has under UK law. By being aware of these rights, consumers can make informed purchasing decisions and protect themselves from fraudulent activities.