In-store shopping - No staff on hand to help
Who is your issue with?
Explains your rights to you
You'll find no legal jargon in our simple, comprehensive consumer rights sections. Our guidance is tailored specifically for every type of issue.
Helps you prepare your emails
We provide a wide range of flexible email templates for you to adapt to your needs – just slot in the specific details for your case, and in a few short clicks your issue will be ready to go.
Creates a case file for you
Your case file is a secure online location for all important documents regarding your issue. You can upload photos, tickets, copies of receipts or external emails from before you raised your issue with Resolver.
Lets you record all your communications
One of the most important aspects of a complicated issue is keeping a record of all your correspondence regarding the complaint – Resolver does this for you automatically.
Lets you know when to escalate your complaint
If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.
If you feel that there were no staff on hand to help, you should use Resolver to let the shop know! It may be the case that they are unaware that their shops are having staffing issues – notifying the shop via Resolver will help the shop provide a better service in future.You should know
- You have a 30-day time period to return faulty goods and receive a full refund
- If you decide that you no longer want an item that you bought from a high-street retailer, you are not automatically entitled to a refund
- Even if the product is covered by a manufacturer's warranty, your contract is with the retailer rather than the manufacturer; it is therefore their responsibility to resolve your issue
- If the trader pointed out a defect at the time of the purchase, you are not entitled to a refund
- If you paid by credit card and the amount was more than £100 and less than £30,000, the credit card company may be partly responsible for compensating you
What if I no longer want the item?
If you have decided that you no longer want the goods, and you bought them from a high-street retailer or shop, you are not automatically entitled to a refund. The retailer may offer you a credit note so that you can purchase other goods, but they are not obliged to do this.
What if the goods are on sale?
Regardless of whether the goods are on sale, they should be of satisfactory quality, fit for purpose and as described. If there is an issue, you have the same rights as if you bought new or at full retail price, unless the fault was pointed out to you at the time of purchase. If the trader pointed out a defect at the time of the purchase, you are not entitled to a refund.
How long is the guarantee?
Your retailer will have a time-limited guarantee on the product, but even if it is outside of that time you may be able to claim. The law is ambiguous on what a guarantee is and what is deemed reasonable. Six months can be expected as a reasonable minimum, but you need to take into account a reasonable lifespan for the product, how much was paid for it and its overall quality.
Under the law, you have six years to take a claim to court for faulty goods, but after six months there is a shift of responsibility from the retailer to the consumer to prove responsbility of the issue. At this point, you may need to prove the problem existed when you purchased the goods and it has taken time for the issue to become apparent. You might also need to provide a report from an expert to support your claim.
If the retailer says the product is outside of its guarantee but there is a manufacturer warranty, it might ask you to contact the manufacturer directly. However, your contract is with the retailer and not the manufacturer: it is therefore the retailer's responsbility to resolve and rectify the issue.
If you paid by credit card
If you paid by credit card, and the amount was more than £100 and less than £30,000 (including VAT), you should contact your credit card company to see whether you are covered by ‘equal liability’ (sometimes called Section 75). This is very often the case, and simply means that your credit card provider is jointly responsible with the trader for compensating you when things go wrong.
The rights described here are the statutory minimum and some retailers may offer enhanced terms and conditions.
Alternative Dispute Resolution (ADR) and ombudsman services
Certified third-party mediators, called Alternative Dispute Resolution (ADR) providers, are available to all businesses to help when a dispute cannot be settled directly with the consumer. The system offers a quicker and cheaper way of resolving disputes than going via the courts. Once the internal complaint process is exhausted, businesses must give the consumer details of a certified ADR provider and tell the consumer if it is willing to use them. However, businesses do not have to use ADR unless they operate in a sector where existing legislation makes it mandatory, such as in financial services. The main ADR for the retail sector is the Alternative Dispute Resolution Scheme for Retail (RetailADR). There is also a Furniture Ombudsman, which is responsible for issues raised with a selected number of furniture and home-furnishing retailers.
Find the best rights for you
We have 3,889 pages of rights advice for you covering 7,094 companies and organisations across 17 public & private sectors. Feel free to browse companies for this specific issue - they're all listed below - but the quickest way to find the best rights for you is by using our unique Rights Finder to access our extensive database of advice.
Start by telling us the name of the company or organisation you have an issue with.