Solar water heating - The company has gone bust

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Based on resolver’s experience to date, it can be very difficult to claim a refund, replacement or repair on goods bought from a trader that has gone out of business. If it is a limited company that has ceased trading, they will probably have administrators dealing with their finances. You can find details of who they are on the trader’s website and it’s worth getting in touch to see if they can help you. If it is a sole trader or partnership, they remain responsible for the goods you bought and you should therefore complain to them directly.

If you paid with a debit or credit card, you may well be able to get a refund from your card provider if the goods you bought were faulty or of unsatisfactory quality. Check with the provider for information on how to claim.

If the product you bought is under guarantee or warranty, this can be the easiest way to get a refund. Again, check the paperwork and contact the provider to see if you are covered.

It is extremely frustrating when you have a problem with faulty goods and find that the trader has gone out of business. Resolver can help you resolve this issue quickly, free of charge and without the hassle. We can also help you with the next step of writing your complaint. Click on the link below to create your email.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your insurer, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

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