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PowerPoint Presentation - The Consumer Council

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					   Session Three

    Your rights when buying
furniture, second-hand cars and
        carrying out home
         improvements.
This session will cover your rights when:

 1. Buying second-hand cars

 2. Buying furniture

 3. Carrying out home improvements
Buying second-hand cars
Office of Fair Trading research shows:
1. Most used car faults appear in the first three
   months after purchase. This suggests that
   many second-hand cars sold are not of
   satisfactory quality.

2. Nearly 30 per cent of consumers did not have
   their problems resolved when they contacted
   their dealer.
Office of Fair Trading research shows:
Question:
Roughly, how much do consumers each
spend to fix unresolved faults that are the
dealer's responsibility to correct?

Answer:
Consumers spend an estimated £425
each.
Second-hand cars and your consumer rights

1. Must fit the description given –
   ‘clocked’, accident damaged, one
   lady owner, registered 2007 etc…
2. Car must be of satisfactory
   quality – even second-hand cars,
   though age and price are taken
   into consideration.
3. Fit for purpose – if you ask for a
   car that can tow a caravan it
   should be able to.
Second-hand cars and your consumer rights
Check and ask for:
 V5 form - previous keepers.
 MOT certificates.
 Mileage - is it ‘clocked’?
 HPI check – stolen, finance, accident damaged?
 Service history.
Protect Yourself
Protect Yourself
1. Be wary of private sellers or buying from the
   side of the road.

2. Car auctions – know what you’re doing.
   Bought as seen offers fewer rights of redress.

3. Disclaimers such as 'sold as seen', 'trade sale
   only' or 'no refund‘ restrict your rights.
Protect Yourself
 If you spot something wrong, note the
  registration plates and chassis number
  and contact Driver Vehicle Agency.
 If the seller is private, check the last
  keeper in the log book.
What to do if things go wrong
If you are returning a faulty car contact:
 The trader if you bought the car from
  a dealer.

 The seller if it’s a private sale or you
  bought your car from an auction
  house.

 The finance company if you paid for
   the car using a credit card or a loan
   arranged by the trader.
What to do if things go wrong
If the trader agrees to sort out the fault, what the trader
will offer you will depend on:
1. How serious the fault is.

2. How long you've had the car. If you've had good use
   from the car it's unlikely you'll get a full refund.

3. Whether the fault happens again and again
   (recurring).

4. The cost of carrying out repairs or replacing the car.
What to do if the problem isn't sorted out:
       1                            3
                       2
2. Buying Furniture:
    Your Rights
2. Buying Furniture: Your Rights
  •   As described – match the
      description on packaging or
      what the trader told you.

  •   Satisfactory quality - the
      furniture’s seams should not be
      coming apart .

  •   Fit for purpose – fit for the use
      described and any specific use
      you made clear to the trader,
      e.g. a folding table should fold.
Common Problems

  • Misdescribed leather sofas.
  • Non-delivery of items – only four
    chairs instead of six.
  • Sold “as seen”.
  • Faded or flawed carpet.
2. Buying Furniture: Your Rights
Delivery

 You have the right to ask for
  a refund if your furniture
  doesn’t arrive on the date you
  have agreed with the trader.

 If goods have been
  misdescribed, contact
  Consumerline.
Warranty Tips
The trader may try to sell you a warranty when you buy
furniture. A warranty gives you extra rights, e.g. to a repair or
replacement when something goes wrong.

   Before you buy a warranty, check the
    policy to see what it offers.
   Damage to furniture may be covered
    by your home insurance policy, e.g. if
    it’s caused by flooding – check your
    policy.
   New furniture may come with a free
    guarantee from the manufacturer -
    check the terms and conditions.
What to do if things go wrong

1. Write to the trader with your
   complaint. Give the trader a
   reasonable time to come back to
   you, e.g. 14 days.
2. If you need help with writing a
   letter, visit www.consumerline.org
   for a sample letter on how to
   complain about faulty goods
    or phone and ask for a copy.
What to do if things go wrong

3. If the trader isn’t a member of a trade
   association and you want to continue your
   complaint, you may need an expert to:
      Inspect your furniture.

      Provide an independent report.

      Note: There is a charge for this service.
What to do if things go wrong

4. If you get no reply or don’t agree with the
   response, check if the trader is a member of a
   trade association and complain to them, e.g.
   the Furniture Ombudsman.

     Tel:     0845 653 2064
     Email: info@thefurnitureombudsman.org
     Website: www.thefurnitureombudsman.org
What to do if things go wrong

5. If you and the trader still can’t agree, the
   Furniture Ombudsman can decide the case
   except for goods costing more than £5,000 or
   over 6 years since the date of purchase.

   All of the Ombudsman’s adjudication awards
   are binding on the retailer – but not the
   consumer.
What to do if things go wrong

  6. If the problem still isn't sorted out
     contact Consumerline 0300 123 6262.
3. Carrying Out Home Improvements
Supply of Goods and Services Act 1982

  This Act covers all work carried out by
       people who provide a trade.
Supply of Goods and Services Act 1982
Supply of Goods and Services Act 1982
The work must be done:
1. With reasonable skill and
    care.
2. Within a reasonable time if
    no time limit was agreed
    with the customer earlier.
3. For a reasonable price
    (unless a price was agreed
    earlier).
Tips on Finding a Tradesman
 Get recommendations from
  friends and neighbours.
 Be wary of doorstep callers.
 Be cautious of flyers through
  your door, especially adverts
  with only a mobile number.
 Find out if they a member of a
  trade association.
Tips on Finding a Tradesman
 Ask them can you see
  references of work done.
 Ask them how long have
  they been in business.
 Find out if they have
  business premises.
How to Spot a Rogue Trader


            “You have loose
            tiles on your roof.
            Your roof has
            been leaking”.

 “I see cracked brickwork on
 your house. You need to have
 some pointing on your
 chimney”.
How to Spot a Rogue Trader

                        “You need
  “I’m doing some       some work
  work in your area    done to your
 and have materials     driveway”.
 left over which we
 need to use it up”.
Protect Yourself

Never   Never ever pay the whole
        amount up front!

Never
        Never sign up to anything
        on the spot!

Never
        Never accept a lift to a bank to
        collect money from a deposit.
Protect Yourself

 Always   Get at least three quotes!


 Always   Get the details of the job in writing.


 Always   Take time to think. Shop around. An
          honest tradesman will give you time.
What to do if things go wrong
Many disputes are settled quickly and amicably –
but it will help if you know what to do.
What to do if things go wrong
What to do if things go wrong
Check out this step by
 step guide from the
Office of Fair Trading




  www.oft.gov.uk

				
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