Your Consumer Rights
Angela Clark & Rosy Border

About the series:
The Pocket Lawyer series is designed for members of the public who want ‘how to’ guidance in situations that would normally require expert advice.

Each title:

• Is written by experts in their field.
• Contains all the information you need in one book.
• Has an accessible and user-friendly layout and structure.
• Is supported by a companion website providing free updates and ready-to-use documents and letters.

About this title:

This book contains advice on your rights as a consumer. If you have ever purchased faulty goods or experienced unsatisfactory service, this book puts you in control of the situation. It takes you through the correct complaints procedure, showing you how to go about complaining effectively and achieve results. If complaining doesn’t work then this book goes on to show you how to go to court and win.

Forms And Letters
1. Letter faulty goods
2. Letter refund credit card co
3. Letter service complaint
4. Letter of claim

Useful Websites
1. Trading Standards
2. Trading Standards Central
3. Department for the Environment, Food and Rural Affairs (DEFRA)
4. Food Standards Agency
5. The DTI’s ‘Consumer Gateway’
6. The National Association of Citizens Advice Bureaux
NACAB Advice Guide
www.adviceguide.org.uk
7. ABTA (Association of British Travel Agents)
8. Holidays Uncovered
9. CAA (Civil Aviation Authority)/ATOL (Air Travel Organisers’ Licensing)
10. Air Transport Users’ Council
11. Association of Independent Tour Operators
12. Association of British Insurers
13. Howtocomplain.com
14. Office of Fair Trading (OFT)
15. BBC Watchdog guide to buying a car
Watchdog guide to buying a car http://www.bbc.co.uk/watchdog/guides_to/index.shtml
16. Direct Selling Association
17. Mail Order Protection Scheme (MOPS)
18. Consumer Education
19. Court Service
20. Compactlaw Factsheet on the Small Claims Court
21. Independent Committee for the Supervision of Standards of Telephone Information Services (ICSTIS)
22. Independent Television Commission
23. Commission for Local Administration in England (Local Government Ombudsman)
24. The Financial Ombudsman Service Wales
25. RAC
26. AA