Consumers' statutory rights

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Trading Standards advise against agreeing to work on the basis of contact initiated by the trader. You should always carry out some checks to make sure the trader is reputable, reliable and the price is reasonable. If you are unsure about how to this do you may be able to ask a family member or a friend or a neighbour to help you make some checks.

You can also use our trader checklist to help you select a reliable trader and guide you through the process of forming a contract.

Trader Checklist (PDF 788kb)

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You should always:

• Shop around to compare prices before you agree to any work in order to make sure you are getting value for money.
• Where possible use retailers and services you know about and trust or ones that have been personally recommended to you. You can also use our Trusted Trader webpage to find reputable firms.
• Make sure you know the trader's full name, address and telephone number so that if there is a problem you know who to speak to and how the trader can be contacted.
• Be wary of traders who use PO Box numbers for their contact address. A PO box address can make it difficult for you to contact the trader if you need to.
• Make sure you have a clear understanding of the work that will be done.
• Have a clear understanding of the price of the work including any call out charges, deposits and how the total payment will be calculated if it cannot be confirmed before work starts.

Remember that when you are discussing work to be done by the trader at your home, if the cost is more than £35, the trader must give you a notice telling you of your right to cancel the work. Any work discussed with the trader should not start until you have given the trader a written agreement to go ahead.

Advice when choosing a product

Shopping is usually an enjoyable experience, but sometimes, no matter how careful you are about choosing what to buy, something goes wrong or a product or service fails.

In this situation, you have rights under the following legislation:

• The Sale of Goods Act 1979 (as amended), and
• The Sale and Supply of Goods to Consumers Regulations 2002

These automatically give basic rights to anyone who enters into a contract for the sale of any goods. The contract does not need to be written down, or even explicitly spoken, but in order to enforce these rights you must have proof of purchase, and:

• goods must be 'as described' on any labels or notices, or in any adverts.
• goods must be of 'satisfactory quality', taking into consideration any description of the goods, their price, and all other relevant circumstances.
• goods must be 'fit for their normal purpose', or any particular purpose you specify to the retailer before you purchase them.

You also may have rights under common law and the Supply of Goods and Services Act 1982 (Part 1a) to a reasonable standard of service and the supply of satisfactory goods.

General considerations

Making a purchase involves making a number of important choices, such as:

• Is this what I really want?
• Is it the right colour, size, etc?
• Can I really afford this?
• Have I got the best deal?

It is important to consider these points carefully before making a purchase, because if you change your mind, you may not have the right to return the goods.

Where to buy

There are other important points that you should consider before you buy:

• Don't let persuasive doorstep sellers convince you to make snap decisions to buy goods or services you don't need.
• Try not to make an impulse purchase before you are sure you want the goods.
• Shop around to get the best deal as prices will vary.
• Be wary of street traders and temporary stalls - they may not be there when you wish to complain.

How to record a complaint against a trader

In the first instance, you should contact the trader in writing and give them the opportunity to resolve any issues you may have. Send your complaint letter by Recorded Delivery and keep a copy of the letter and the Recorded Delivery receipt for records. Consumer Direct and Directgov have produced template letters to make a complaint.

Alternatively, you can complete the following form and submit direct to Trading Standards:

• Consumer Complaint Reporting Form (PDF - 604kb)

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Contact us

• email: ts.es@renfrewshire.gov.uk
• call in or write to us at:
  Renfrewshire Council
  Environmental Services
  Trading Standards
  Renfrewshire House
  Cotton Street
  Paisley
  PA1 1BR