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13 Problems with Goods and Services

pdf iconDownload Problems with goods and services (PDF File, 270kb)

To download a PDF version of this leaflet click on the PDF icon above. PDF files require you to have a copy of Acrobat® Reader in order to be able to read them. This piece of software is freely available from the download pages on Adobe's web site.

1. Introduction

Many of us have problems with things we buy from time to time, perhaps because they are faulty, installed wrongly, unsafe or not what we ordered. You can use various consumer protection laws, for example to get such problems sorted out free of charge or to get your money back. This leaflet describes how to do this and explains your rights.

There is information on:

2. What is the difference between ´goods´ and ´services´?

3. Dealing with problems with goods (products)

4. What the law says a retailer must do about faulty goods

5. What if a product hurts someone or damages something?

6. What if I buy by phone or mail order, or over the internet?

7. What if something is wrong with the food I have bought?

8. What are my rights if I buy on credit ?

9. Dealing with problems with services

10. What the law says a service provider must do

11. Ways to sort out your problem

12. Further help

13. About this leaflet



If you have a problem with something you buy or pay for, there are laws that can help you. You rarely have to go to court to solve consumer problems. But your chances of getting a shop, tradesperson or other service provider to deal with your problem properly are much better if you know your legal rights.

Many companies will deal with a complaint and, for example, replace or repair something without question. But if your complaint doesn’t solve the problem, this leaflet explains your options – and tells you how to take things further, including how to get expert legal help.

The 'Further help' section has contact details of organisations that may be able to help you.


This leaflet is published by the Gurkha Free Legal Advice (LSC). It was written in association with Sue Bloomfield, a freelance consumer affairs writer.

Leaflet Version: November 2007

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