11 February 2012
This information applies to England, Wales, Scotland and Northern Ireland
This information applies mainly to problems with services bought from business traders based in the United Kingdom. If you buy services from a trader overseas, for example when you are on holiday, your rights will usually depend on the laws of the country where you bought the services.
If you want information about buying services in other European Union (EU) countries, visit the website of the UK European Consumer Centre at www.ukecc.net. The UK European Consumer Centre can also help you make a complaint about a service bought in another EU country. You can find information about this on their website.
In England and Wales, you can also find information about services bought in another European Union member state in Buying goods and services in Europe in Consumer fact sheets.
There are many different types of services. Services can be provided alone, or may be provided with goods.
Examples of services provided without goods include:
private health treatment, including cosmetic surgery.
In England and Wales, for more information about problems with dry cleaning, see Dry cleaning in Consumer fact sheets.
Examples of services provided with goods include:
If your problem is about something you have bought which does not involve a service, see Buying goods - your rights.
When you buy services, the law gives you certain rights as a consumer.
Before you buy
Before you buy a service the service-provider has to give you certain information about themselves and the service they provide. They must tell you:
You are also entitled to expect that a service will be:
It can be difficult to know what is 'reasonable'. Here are some ways you can find out.
To get guidance on reasonable standards of work, contact a trade or professional association. If goods are being installed as part of the service, you could contact the manufacturers. You could also ask an independent expert for an opinion on the work, or to test a repair. But be aware that this can be expensive and you may not always get your money back from the trader, even if the expert supports your case.
To get guidance on how long a job should take, ask other traders.
If you have not agreed a price and the trader appears to be charging too much, ask other traders how much they would charge to do the job.
In England and Wales, for more information about how to get an expert opinion, see Services, in Consumer Fact Sheets.
If you need more help to decide if a service is reasonable, or in getting an expert opinion, you should consult an experienced adviser, for example at a Citizens Advice Bureau. To search for details of your nearest CAB, including those that can give advice by e-mail, click on nearest CAB.
If you think the service hasn't been carried out with reasonable care or skill, you should tell the trader straight away. A trader should act with a reasonable standard of care and skill, taking into account market practices in the trader's field. You may need to get evidence of the faults if the trader doesn't agree - see the section on What is reasonable under the heading Your legal rights when you buy services.
You may have several options for dealing with the problem:
You should usually give the trader an opportunity to put things right. This should be done free of charge. If the case ever comes to court, you might be expected to have done this. It's best not to let anyone else do any repairs unless it's an absolute emergency and can't be avoided.
If the service has not yet been completed when you realise there's a problem, ask the trader to stop work and talk to them about it.
If the trader can't or won't put things right, you should pay them a reasonable amount for the work they've already done and get someone else to finish the job. You can ask for compensation to cover the cost of getting someone else to do the work. You may also be able to claim compensation for other losses such as money lost through time off work or damage caused by the trader that you've had to pay for. However, you may have to go to court to try and get compensation - see under heading How to deal with a problem with services.
If there are really serious problems with the service you've had, you could refuse to pay the trader altogether. You could also claim compensation for any additional losses. These could include the cost of site clearance before building or landscaping work starts again or compensation to cover the costs of any damage to property or personal injury.
For more information about claiming compensation for personal injury, in England, Wales and Northern Ireland, see Personal injuries. and in Scotland, see Personal injuries.
If the problems are only minor, you could ask the trader to give you a discount on the cost of the service.
If you haven't already got a firm start or finish date for the work, you will need to sort this out first before you can take any further action.
Write to the trader, giving them the dates that you want them to start and complete the work by, and say that you are 'making time of the essence'. The dates you give the trader must be reasonable. What is reasonable will depend on the circumstances, but you should take into consideration the type of service being provided, the conditions of the trade, and whether the delay to the service is due to circumstances beyond the trader's control.
Once you've got firm dates, if the trader doesn't keep to them, you could:
If you ordered your service without having face-to-face contact with the sales person, you may have extra rights - see under heading Services bought by distance sale. You may also have extra rights if you ordered your service away from trade premises - see under heading Services bought in a doorstep sale.
You should bear in mind that if you want to cancel work that you've already paid for, you may have to go to court to try and get your money back - see under heading How to deal with a problem with services.
It is unlikely that a court will order a trader to finish work which they haven't done. However, they might order the trader to pay you compensation.
If you have a service which includes goods (see under heading What are services), the goods must be:
When a trader sells you goods as part of a service, there are a number of things they aren't allowed to do. These include:
If a trader has done any of these things, you should complain to Consumer Direct - see under the heading Further help for details.
For more information about your legal rights when you buy goods, see Buying goods - your rights.
These rights apply when you buy a service from a trader. If you buy a service from a private individual, you will probably have fewer rights.
If you buy a service from a private individual, you may need specialist advice. A Citizens Advice Bureau can help you find a specialist adviser. To search for details of your nearest CAB, including those that can give e-mail advice, click on nearest CAB.
You are entitled to examine the goods that are supplied with a service. If you find something wrong with them, you must tell the trader straight away. You can refuse to accept the goods, cancel the service and ask for your money back, but only if you do this within a very short time after the goods are delivered. If the trader doesn't agree that there's something wrong, it will be up to you to prove that there is.
If you aren't entitled to a full refund or you don't want to cancel the service, you may be entitled to get some of your money back, or to a free repair or replacement instead. You will only have these options if you bought the goods from the same person who installed them. You won't have these options if you bought the goods from one person and had them installed by another.
For more information about your rights when you buy goods as part of a service, see Buying goods - your rights.
It is against the law to discriminate against someone when they are buying services. Discrimination can be, for example, because of your sex, sexuality, religion, race or disability.
For more information about discrimination, see our discrimination pages.
If you buy services from a trader without having face-to-face contact with them, this is known as distance selling. Examples of distance sales include services that are bought:
If you buy services in any of these ways, you have rights on top of those you have when you buy services in a shop. The most important of these is the right to a 'cooling off' period. This gives you the right to cancel your order within seven working days, without having to pay anything. The trader must tell you about this right when you place your order. You may not have this right to cancel if you agreed to the service starting within seven days of placing your order.
Other additional rights you have when you make a distance sale include the right:
If you use a credit card to buy a service in any of these ways, you also get special protection against the fraudulent use of your credit card details.
For more information about buying services on credit, see Credit.
If a trader won't leave you alone and continues to contact you when you have made it clear that you don't want them to, they may be committing a criminal offence. You should report them to Consumer Direct - see under the heading Further help for details.
E-commerce is when you buy something electronically. Buying something over the internet, by text message or mobile phone are all examples of e-commerce. When you buy services using e-commerce, you have the same rights as when you buy in a shop and by distance sale, but the trader must also give you some additional information. This applies if you use e-commerce to buy services in the UK, or anywhere else in the European Union. The trader must:
In England and Wales, for more information about your rights when you buy services by distance sale, see Home shopping, and Buying over the internet in Consumer Fact Sheets.
If you need advice about a service you have bought by distance sale, you should consult an experienced adviser, for example, at a Citizens Advice Bureau. To search for details of your nearest CAB, including those that can give advice by e-mail, click on nearest CAB.
Doorstep selling is when you buy something from someone face-to-face but away from trade premises, for example, at home or from a salesperson at your workplace. If you buy something from a doorstep sale, as well as the usual rights you have when you buy from a shop, you also have the right to a seven-day 'cooling off' period. To have this right, the goods or service you buy must cost over £35. It does not matter whether or not you invited the salesperson into your home.
The cooling off period gives you seven days in which you can change your mind and cancel your order, without having to pay anything. The sales person must tell you that you have this right, in writing, when you place your order. If they don't, you can cancel your order at any time and get your money back - even if this is after seven days. If a trader doesn't tell you about your right to cancel an order made in a doorstep sale, you should complain to Consumer Direct - see under the heading Further help.
If you asked in writing for the services to be carried out before the end of the cooling off period, you will normally have to pay a reasonable amount for them. This is the case even if you later cancel the contract during the cooling off period.
If a trader comes to your home and then ignores your request to leave, they may be committing a criminal offence. This also applies if they come back or contact you by phone or email when you've asked them not to. You should report these traders to Consumer Direct - see under the heading Further help for details.
In England and Wales, for more information about your rights to cancel an agreement made in a doorstep sale, see Buying on the doorstep in Consumer Fact Sheets.
Even if you don't have the right to cancel your order, or want to cancel after seven days, the trader may still agree to cancel it. However, they would be entitled to charge a cancellation fee, or to keep your deposit.
If you sign up for credit to buy goods or services in your own home, you are entitled to cancel the agreement. Examples of a service you might buy on credit in your own home include double-glazing installation and other home improvements.
After signing the agreement, you should be given a copy of the credit agreement clearly setting out your cancellation rights. You should also receive, by post, a second written notification of your cancellation rights. You are entitled to a cooling off period which begins on the day you sign the agreement and ends five days after you have received the second notification of your cancellation rights.
This right applies when you buy services on credit anywhere away from the trader's business premises or offices of a credit company.
For more information about buying services on credit, see Credit.
If you need advice on how to cancel an agreement for a service bought away from trade premises, you should seek the help of an experienced adviser, such as at a Citizen's Advice Bureau. To search for details of your nearest CAB, including those that can give advice by e-mail, click on nearest CAB.
If the quality of a service is poor, for example, in a restaurant or at a hairdresser, you may be offered a voucher or a credit note, and invited to return. You do not have to accept this if it is offered. However, if you do accept a credit note, you cannot later change your mind and get a full refund, or compensation, even if you were originally entitled to it.
A credit note or voucher does not have to take any particular form and it can also have conditions attached to it. You may have to use it within a certain time limit.
You may be thinking of accepting a credit note or voucher. Check the conditions on which it is offered and make sure that you want to go back to that trader.
When a trader sells you goods or services, they may also offer you a guarantee or warranty. This could be free, or they may charge you extra for it. As a general rule, guarantees are usually given free of charge, whilst you usually have to pay for a warranty.
Traders aren't required by law to offer you a guarantee or warrantee.
Guarantees or warranties often have terms and conditions attached to them and limit what they offer you. However, they may offer extra protection on top of your other consumer rights. They can allow you to get goods supplied with a service replaced or repaired, or to get faulty work put right when your other consumer rights no longer apply. However, under some guarantees, the goods may be replaced free of charge but you have to pay for someone to come and do the work yourself. For example, you may get a replacement for a faulty double glazed window, but you might have to pay for someone to install it.
You might find it easier to claim on a guarantee or warranty if:
In England and Wales, for more information about guarantees, see Guarantees in Consumer Fact Sheets.
If you have a problem with a service, it might be with the goods the trader supplied as part of the service, or with the service itself.
You should first work out what rights you have and decide what you want the seller to do about it. You might want your money back, a repair, a replacement, the service done again or to have the job finished. You might want compensation, a credit note or to claim on a manufacturer's warrantee.
You will then need to contact the trader to put your case. If you contact the trader early on and prepare your case well, your negotiations are more likely to be successful. If you are asking for a full refund, you must contact the trader straight away, or you may lose your right to get your money back (see under heading Your legal rights when you buy services).
You should put together all the information you need to make your complaint. This could include:
When you have got as much information together as you can, contact the trader. If you visit or contact them by phone, ask to speak to the manager or owner. Explain your problem calmly but firmly, and say what you would like them to do about it. Set a time limit for sorting the problem out. If you visit, take all your documents, including your proof of purchase with you.
You should always write to the trader, even if you have phoned or visited them first and your negotiations have got nowhere.
Send a letter or an e-mail to the manager or owner of the company, and keep a copy. If the trader has a head office address, send a copy of your letter there. If you paid for the service on credit, send a copy of your letter to the credit company.
For more information about how to resolve a problem with goods bought on credit, see Credit.
Your letter or e-mail should include as much information as possible, and copies of any relevant paperwork including proof of purchase, if you have it. It should also say what you want the trader to do about the problem.
You should give the trader a firm date by which to reply. The date that you give should usually be seven to fourteen days after you send the letter.
By law, traders have to respond to complaints as quickly as possible. But there is no specific legal time limit they have to respond in.
If the trader refuses to sort your problem out, write to them again, repeating your complaint and mentioning any action which has already been taken. If you have bought the goods on credit, you should send a copy of this letter to the credit company. Say that you will give them fourteen days to sort the problem out or you will consider legal action. Send your letter by recorded delivery with a copy to the head office. Be sure to keep copies of all correspondence.
The trader might not sort out your problem in the way that you've asked for, but might offer you an alternative solution instead. You could also try suggesting alternatives yourself. You should think carefully about whether there is an alternative solution which is acceptable to both of you. Be realistic about what you are willing to accept. If you end up with no choice but to go to court to try and get what you want or what you're entitled to, there is no guarantee that you will be able to win your case, or to get a better offer.
You could also see whether the trader belongs to a trade association. If so, the trader may have to follow a code of practice for a higher standard of customer care. If the trader is not following the code of practice, the association may be able to put pressure on them to sort out your problem.
Also, the trade association may offer a conciliation or arbitration service which could help you and the trader reach an acceptable solution. Conciliation is usually free of charge and would not, if it were not resolved to your satisfaction, normally prevent you from taking legal action. Arbitration must usually be paid for and is legally binding on both sides. You should ask your trader if they belong to an association and to give you contact details if they do. For details of some trade associations, see under heading Further help.
For more information, in England and Wales, about using a conciliation or arbitration service to resolve your problem, see Alternative dispute resolution in Consumer fact sheets. In Scotland, see Alternative Dispute Resolution in Consumer fact sheets.
If negotiations with the trader don't work, you might have other options available. Some of these are explained below.
If you paid for your service by credit, you may be able to make a claim against the credit company, instead of the trader. The service must have cost more than £100 and less than £30,000. This can be useful where the trader has gone out of business or has no money to compensate you.
If you paid for the services using a debit card operated by VISA, you may be able to use VISA's chargeback scheme. There is no minimum or maximum limit on the claim under this scheme, but claims must be made within 120 days of the transaction. Ask your bank for details of how to apply under the scheme.
For more information about how to resolve problems with services bought on credit, see Credit.
If you have tried everything else but still got nowhere, your only other option is to go to court. Going to court should be a last resort. If you haven't made a genuine effort to sort out your problem before starting court action, even if you win your case the court may reduce your compensation.
Before you go to court, you need to think about whether you have enough evidence. It will be up to you to prove your case. To be able to do this, you may need to get an opinion from an independent expert. An independent expert could be anyone unconnected to the dispute, who is suitably qualified, and who is prepared to put their findings in writing. Reports of this nature must usually be paid for. You may be able to get the trader to meet half the cost of the report. If you have to pay all or part of the cost of the report, you should reach agreement in advance with the trader on the choice of expert and confirm that you will both be bound by the expert’s findings. You should then be able to recover your contribution if you win your case. In England, Wales and Northern Ireland, you must get permission from the court first before hiring an independent expert. If you don't, the court may disregard their report and you may not be able to get the cost back, even if you win your case.
Before going to court, you also need to find out if the seller has enough money to pay your claim. It is not worth suing someone who has no money.
For more information, in England and Wales, about going to court to resolve a consumer complaint, see Starting court action in Consumer fact sheets.
There are several government and local authority backed schemes which can help you find a trustworthy trader in your area. These include:
Some basic information about these schemes is available below. For more detailed information, visit the Consumer Direct website at: www.consumerdirect.gov.uk.
If a trader has the Consumer Codes Approval logo, it means it has signed up to a code of practice approved by the Office of Fair Trading (OFT). This means that the trader has agreed to provide:
Trades which are currently able to apply for the Consumer Codes Approval logo include:
Many local authorities run assured trader schemes. They aim to give consumers a reliable way of finding trustworthy traders. These will usually be small, local independent traders and businesses.
Traders who sign up to the scheme promise that they will meet their legal obligations towards their customers and treat their customers fairly.
Some local authority assured trader schemes are part of a wider network of schemes called the Local Authority Assured Trader Scheme Network (LAATSN). Some - though not all - traders belonging to LAATSN offer their customers greater protection such as pre-payment protection or an independent way of resolving complaints.
Trustmark is a scheme supported by the Government, consumer groups and the building industry to help you find a trustworthy firm to carry out repair, maintenance or improvements to your home or garden.
The Trustmark website has links through to a number of member trade association websites which you can search to find a Trustmark approved trader in your area.
Traders which have signed up to the Trustmark scheme include:
A trader may be acting against the law if they:
If you think that a trader is acting illegally in England and Wales, you should report them to Consumer Direct or, in Northern Ireland, to Consumerline - see under the heading Further help for details. Action may be taken against the trader to stop them continuing with these practices.
Tel: 0845 404 0506
Website: www.consumerdirect.gov.uk
Consumer Direct is a telephone and online consumer advice service, supported by the Office of Fair Trading and local authority Trading Standards services. The advice and information is free, but telephone calls to Consumer Direct are charged at 0845 prices. Consumer Direct is available in England, Scotland and Wales.
Consumer Direct can help you sort out a problem with a trader or to make a complaint. It can also explain your consumer rights and direct you to other bodies such as trade associations or Trading Standards if these are better able to resolve your consumer problem.
Tel: 0300 123 6262
Website: www.consumerline.org
Consumerline is a telephone and online consumer advice service supported by the Department of Enterprise, Trade and Investment.
The advice and information is free, but telephone calls to Consumerline are charged at 0300 prices.
Fleetbank House
2-6 Salisbury Square
London
EC4Y 8JX
Tel: 0845 722 4499
Fax: 020 7211 8877
E-mail: enquiries@oft.gsi.gov.uk
Website: www.oft.gov.uk
The OFT is a government department which oversees trading practices to make sure that they are fair and that customers are protected. The OFT issues licences to traders who give credit, and keeps a register of licensed credit dealers.
The OFT cannot help an individual customer with a consumer problem, but does produce useful leaflets giving information and advice.
2 Marylebone Road
London
NW1 4DF
Tel: 020 7770 7000
Enquiries: 08453 074000
Fax: 020 7770 7600
E-mail: which@which.co.uk
Website: www.which.net
Which? is an independent organisation that campaigns for consumers' rights. Which? will not help a customer with a problem, unless the customer is a member of the organisation.
Which? publishes a monthly general-interest consumer magazine, Which?, and other magazines on various topics, all of which are available on subscription to its members. Which? publishes a range of books, which are also available to non-members. Many public libraries stock the magazines and books.
If you are thinking of buying a service in another EU country, for example, employing a builder, the UK European Consumer Centre can tell you about any licences or certificates a service provider should have.
It can also advise you on what to do if you have a complaint. It may also be able to refer your complaint to an organisation in the trader's country that will help you negotiate a solution. This type of organisation is called an Alternative Dispute Resolution (ADR) body.
You get advice from the UK European Consumer Centre on their free helpline on 0845 608 9494 (Mon-Fri 10am-3pm), or online at www.ukecc-services.net.
Mid City Place
71 High Holborn
London
WC1V 6QT
Tel: 020 7492 2222 or textphone 020 7242 8159
Fax: 020 7242 3696
E-mail: enquiries@asa.org.uk
Website: www.asa.org.uk
The ASA supervises the British Codes of Advertising, Sales Promotion and direct marketing and deals with contraventions. It will take up complaints in writing about all forms of advertising.
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel: 0845 080 1800
Fax: 020 7964 1001
E-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
The Financial Ombudsman Service can deal with consumer complaints about most personal financial matters including financial advice, banking and building society services, mortgages, endowment policies, insurance, and personal pensions advice. The Financial Ombudsman Service can only investigate complaints if the problem has not been resolved after going through the company's own formal complaints procedure.
For more information, in England, see How to use an ombudsman in England, in Wales, see How to use an ombudsman in Wales, in Northern Ireland, see How to use an ombudsman in Northern Ireland or in Scotland, see How to use an ombudsman in Scotland.
The Money Advice Service is a free, independent service. Their website has lots of useful information about financial products such as bank accounts, including comparison tables for different savings accounts. Their Money Advice Line can answer general enquiries about financial products and services.
Their Money Advice Line is 0300 500 5000.
Their website is www.moneyadviceservice.org.uk.
The Financial Services Authority (FSA) is the body responsible for regulating banks and building societies. They aren't able to get involved in individual complaints, recommend firms or give legal or financial advice. However, the FSA is interested in hearing about cases where a bank or building society appears to be in breach of its obligations. The FSA may, where appropriate, fine the bank or building society. Go to www.fsa.gov.uk.
c/o Enterprise House
30 Billing Road
Northampton
NN1 5DQ
Tel: 01604 625700
E-mail: info@dsa.org.uk
Website: www.dsa.org.uk
The Direct Selling Association represents traders who sell from door to door and those who sell at parties in the customer's home. The Association has a Code of Practice which its members must comply with. The Association has an internal complaints procedure to deal with complaints against its members. A list of members is available through the Direct Selling Association website.
DMA House
70 Margaret Street
London
W1W 8SS
Or
Mailing Preference Service
MPS Freepost LON20771
London
W1E 0ZT
Tel: 020 7291 3310
MPS Registration line: 0845 703 4599
Fax: 020 7323 4226
E-mail: mps@dma.org.uk
Website: www.mpsonline.org.uk
You should note that using the Freepost address will delay a response being sent to you.
The Mailing Preference Service deals with unsolicited advertising, personally addressed to consumers. They will remove names from mailing lists so that you no longer receive advertising from any company.
DMA House
70 Margaret Street
London
W1W 8SS
Tel: 020 7291 3300
Fax: 020 7323 4165
Email: dma@dma.org.uk
Website: www.dma.org.uk
The DMA is a trade association for firms, which sell by mail order or direct marketing. The DMA has a Code of Practice, which its members must follow. The DMA has an internal conciliation scheme and an independent arbitration scheme to deal with complaints against its members.
England:
RICS Contact Centre
RICS HQ
Parliament Square
London
SW1P 3AD
Tel: 0870 333 1600
Fax: 0207 334 3811
Email: contactrics@rics.org
Website: www.rics.org
Wales:
7 St Andrews Place
Cardiff
CF10 3BE
Tel: 029 2022 4414
E-mail: wales@rics.org
Website: www.rics.org
Scotland:
9 Manor Place
Edinburgh
EH3 7DN
Tel: 0131 225 7078
Fax: 0131 240 0830
E-mail: contactrics@rics.org
Northern Ireland:
9-11 Corporation Square
Belfast
BT1 3AJ
Tel: 028 9032 2877
Fax: 028 9023 3465
Email: ricsni@rics.org
The Royal Institution of Chartered Surveyors (RICS) is one of the professional bodies for chartered surveyors. Members of RICS must follow a set of rules for professional conduct. These are set out in The Chartered Surveyors' Rule Book. RICS will investigate if a member breaks any of these rules.
Ombudsman Services: Property
Ombudsman Services: Property
PO Box 1021
Warrington
WA4 9FE
Tel: 0330 440 1634 or 01925 530270
Website: www.os-property.org
If you have a problem sorting out a complaint with a chartered surveying firm and that company is a member of the Ombudsman Services: Property, they may be able to help.
All estate agents have to join a redress scheme approved by the Office of Fair Trading. The Ombudsman Services: Property is one of the approved redress schemes, so if an estate agent has joined this scheme, you can use it to try and resolve problems with the estate agent.
Arbon House
21 Jury Street
Warwick
CV34 4EH
Tel: 01926 496800
E-mail: info@naea.co.uk
Website: www.naea.co.uk
The National Association of Estate Agents (NAEA) investigates complaints against members, and may also offer advice about complaints against non-members. All members are bound by the Rules of Conduct and the Association can take disciplinary action against members who disregard them. Members involved in residential sales are covered by the Association's Guarantee Bonding Scheme, which protects sellers' money, held by its members. Members involved in lettings and management must have professional indemnity insurance.
Beckett House
4 Bridge Street
Salisbury
Wilts
SP1 2LX
Tel: 01722 333 306
Website: www.tpos.co.uk
All estate agents have to join a redress scheme approved by the Office of Fair Trading. The Property Ombudsman is one of the approved redress schemes, so if an estate agent has joined this scheme, you can use it to try and resolve problems with the estate agent.
For more information about the Property Ombudsman, in England, see How to use an ombudsman in England, in Wales, see How to use an ombudsman in Wales , in Northern Ireland, see How to use an ombudsman in Northern Ireland or in Scotland, see How to use an ombudsman in Scotland.
General enquiries in England and Wales:
Customer Services
NHBC House
Davy Avenue
Knowlhill
Milton Keynes
MK5 8FP
Tel: 0844 633 1000
Fax: 01908 747255
E-mail: cusupport@nhbc.co.uk
Website: www.nhbc.co.uk
Scotland:
NHBC Suite 4
5 New Mart Place
Edinburgh
EH14 1RW
Tel: 0844 633 1000
Fax: 0870 850 4495
Website: www.nhbc.co.uk
Northern Ireland:
Holyrood Court
59 Malone Road
Belfast
BT9 6SA
Tel: 0844 633 1000
Fax: 0844 633 0022
Website: www.nhbc.co.uk
Claims in England, Wales, Scotland and Northern Ireland:
NHBC House
Davy Avenue
Knowlhill
Milton Keynes
Bucks
MK5 8FP
Tel: 0844 633 1000
Fax: 0870 241 4759
Website: www.nhbc.co.uk
The National House-Building Council (NHBC) is an independent organisation with over 20,000 builders on its register. Before being accepted onto the NHBC register, a builder must agree to abide by the NHBC Rules and Standards.
The NHBC also runs the Buildmark scheme, which covers homes built by NHBC registered builders once they have been completed and conform to NHBC standards. The Buildmark scheme protects your money if the builder goes bankrupt after contracts have been exchanged, but before completion. It also covers defects, which arise because the builder has not conformed to the NHBC Rules and Standards. Minor defects are covered if they appear within the first two years.
England:
14-15 Great James Street
London
WC1N 3DP
Tel: 020 7242 7583
Fax: 020 7404 0296
E-mail: available through a form on the website
Website: www.fmb.org.uk
Wales:
96 Cardiff Road
Cardiff
CF5 2DT
Tel: 029 2057 7711
Fax: 029 2057 7722
E-mail: available through a form on the website
Website: www.fmb.org.uk
Scotland:
5 New Mart Place
Edinburgh
EH14 1RW
Tel: 0131 442 8830
Fax: 0131 442 8833
E-mail: available through a form on the website
Website: www.fmb.org.uk
Northern Ireland:
42a-44a New Row
Coleraine
BT52 1AF
Tel: 028 9447 8000
Fax: 028 9447 8000
E-mail: available through a form on the website
Website: www.fmb.org.uk
Approximately 10% of builders are members of the Federation of Master Builders. The Federation gives advice on how to choose a builder and details of member firms in the customer's area.
The Federation has a complaints procedure to deal with disputes with its members. There is also an independently run arbitration scheme.
32 Coton Road
Nuneaton
Warwickshire
CV11 5TW
Tel: 02476 353776
Fax: 02476 354513
E-mail: info@paintingdecoratingassociation.co.uk
Website: www.paintingdecoratingassociation.co.uk
Decorators who are members of the Painting and Decorating Association (PDA) must comply with its Code of Practice. The BDA operates an internal complaints and arbitration scheme to deal with complaints against members.
Castlecraig Business Park
Players Road
Stirling
FK7 7SH
Tel: 01786 448838
Fax: 01786 450541
Email: info@scottishdecorators.co.uk
Website: www.scottishdecorators.co.uk
Decorators in Scotland who are members of the Scottish Decorators Federation (SDF) must comply with its Code of Practice. The SDF operate an internal complaints and arbitration scheme to deal with complaints against members.
16 The Square
Ballygowan
Newtownards
County Down
BT23 6HU
Tel: 028 9752 8384
Fax: 028 9752 8384
Warwick House
Houghton Hall Park
Houghton Regis
Dunstable
LU5 5ZX
Tel: 0870 013 0382
Fax: 01582 556024
E-mail: enquiries@niceic.com
Website: www.niceic.com
The National Inspection Council for Electrical Installation Contracting (NICEIC) is an independent consumer safety organisation, which publishes a Roll of Approved Electrical Installation Contractors.
The NICEIC operates an internal complaints procedure to resolve disputes over the technical standard of work carried out by an NICEIC member.
The NICEIC will not investigate if there is no written contract between the client and contractor, or if the complaint is just about the cost of the work or the time taken to complete it.
4th floor, Mill 3
Pleasley Vale Business Park
Mansfield
Nottinghamshire
NG 19 8LR
Tel: 0845 543 0330
Fax: 0845 543 0332
E-mail: info@napit.org.uk
Website: www.napit.org.uk
The National Association of Professional Electrical Inspectors and Testers (NAPIT) is a government approved organisation which maintains a register of contractors in the electrical, plumbing, heating and ventilation sectors.
NAPIT operates an internal complaints procedure to resolve disputes over the technical standard of work carried out by a NAPIT member.
NAPIT will not investigate if there is no written contract between the client and contractor, or if the complaint is about the cost of the work or the time taken to complete it.
12 The Pavilions
Cranmore Drive
Solihull
B90 4SB
Tel: 0121 711 5030
Fax: 0121 705 7871
E-mail: available through a form on the website
Website: www.aphc.co.uk
Members of the Association of Plumbing and Heating Contractors (APHC) must follow the APHC Customer Charter.
The APHC can provide details of member firms in your area, and operates internal conciliation and arbitration schemes to deal with complaints against members. There is a fee to use the arbitration scheme, which may be refunded if you win your case. The Arbiter can order either the member firm or you to pay compensation to the other party, or order the member firm to remedy the work. The Association does not cover Scotland or Northern Ireland - see below.
Bellevue House
22 Hopetoun Street
Edinburgh
EH7 4GH
Tel: 0131 556 0600
Fax: 0131 557 8409
Complaints e-mail: enquiry@pilb.org
E-mail: info@snipef.org
Website: www.snipef.org.uk
Open to personal callers: Mon-Thu, 9am-5pm; Fri, 9am-4.30pm.
The Scottish and Northern Ireland Plumbing Employers' Federation (SNIPEF) represents member firms involved in the plumbing and heating industry in Scotland and Northern Ireland. Members of the SNIPEF must follow the Code of Fair Trading.
The SNIPEF can give you details of member firms in your area, and if you have a complaint against a member firm, you can use the Plumbing Industry Licensing Scheme's complaints procedure to resolve the dispute. If a member firm does not complete a contract, for example, because it has become bankrupt, the SNIPEF will help you find another firm to complete the work for a similar price.
64 Station Lane
Hornchurch
Essex
RM12 6NB
Tel: 01708 472791
Complaints: 01708 463111
Fax: 01708 448987
E-mail: info@ciphe.org.uk
Website: www.ciphe.org.uk
Open to personal callers: Mon-Fri, 9am-5pm.
Members of the Chartered Institute of Plumbing and Heating Engineering (CIPHE) must follow The CIPHE Code.
The CIPHE keeps a register of qualified plumbers and can provide details of its members in your area. The CIPHE will investigate complaints against its members and may remove a member from its register.
54 Ayres Street
London SE1 1EU
Tel: 020 7939 9101
Fax: 020 7357 7458
E-mail: info@ggf.org.uk
Website: www.ggf.org.uk
Glass and Glazing Federation (GGF) members must comply with the Code of Ethical Practice.
The GGF produces free leaflets giving advice on choosing new windows, doors and conservatories, a list of member firms and the Customer Charter. The Charter outlines the work of the GGF and the standard of service customers can expect from a member firm.
Palmerston House
10 The Loan
South Queensferry
EH30 9NS
Tel: 0131 331 5510
Fax: 0131 331 4296
E-mail: info@smta.co.uk
Website: www.smta.co.uk
Members of the Scottish Motor Trade Association (SMTA) must follow the Code of Practice for the Motor Industry. The SMTA operates an internal conciliation service, and an independent arbitration scheme.
PO Box 44755
London
SW1X 7WU
Consumer Advice Line: 0800 692 0825
Email: consumer@motorcodes.co.uk
Website: www.motorcodes.co.uk
Motor Codes Limited is a subsidiary company of the Society of Motor Manufacturers and Traders (SMMT) which is a trade association for motor manufacturers and mechanical breakdown insurance companies. Motor Codes Limited operates a number of codes of practice to which its subscribers must comply. The codes are as follows:
Motor Industry Code of Practice for New Cars - This covers new car sales, new car warranties, availability of replacement parts and advertising;
Motor Industry Code of Practice for Service and Repair - This commits garages to deal with customers fairly. A client experiencing poor service from any garage is invited to report the matter to Motor Codes Limited, regardless whether the garage has signed up to the code. These garages will be invited to sign up to the code with the aim of improving their services;
Motor Industry Code of Practice for Vehicle Warranty Products - This covers mechanical breakdown insurance, guarantees and extended warranties, roadside assistance, MOT insurance, tyre insurance, key insurance, guaranteed asset protection (GAP), vehicle replacement insurance and return to invoice insurance.
The codes set out the minimum standards with which subscribers must comply, set out the complaints handling process and provide a free consumer advice and conciliation service.
If you cannot resolve a problem directly with the subscriber, you should contact the Consumer Advice Line for advice and assistance. If you are unable to resolve it, you may be referred to the Motor Codes Advisory and Conciliation Service.
If you still cannot resolve it through conciliation, your complaint may be referred to an independent arbitration scheme. In some cases, for example, regarding an insured product, you can escalate your complaint to the Financial Ombudsman Service. Detailed guidance on how to complain is available in each code.
The British Bankers' Association (BBA) is the main trade association for banks operating in the UK. It is one of the organisations which produces the Banking Code.
The BBA produces free information sheets called Bankfacts which cover most aspects of banking practice. They are available by telephoning the BBA Bankfacts orderline (020 7216 8801) or through the BBA website at www.bba.org.uk The BBA will not give advice or take up an individual problem about a bank.
5 Portland Place
London
W1B 1PW
Tel: 020 8863 7755 (general enquiries)
Drycleaning information bureau: 020 8863 8658
Fax: 020 8861 2115
E-mail: tsa@tsa-uk.org
Website: www.tsa-uk.org
The Textile Services Association (TSA) represents most dry cleaners and launderers. Members must comply with The Code of Practice for Domestic Laundry and Cleaning Services.
The TSA has a conciliation service that can be used to resolve a dispute between a customer and a TSA member.
You can telephone the TSA dry cleaning information bureaux for details of member firms in your area. The TSA can also give information on which TSA members specialise in cleaning particular items, for example, antique fabrics.
2nd Floor
145-157 St John Street
London
EC1V 4PY
E-mail: via a form on their website www.dasanet.org.uk.
Website: www.dasanet.org.uk
The Domestic Appliance Service Association (DASA) represents firms which service and repair domestic electrical appliances. DASA members must comply with the Code of Practice for the Service and Repair of Domestic Electrical Appliances.
Breaches of the Code of Practice by a member firm will be investigated by DASA, once the person has exhausted the firm's own complaints procedure. Complaints to DASA should be made in writing. DASA also has an independent arbitration scheme.
Rapier House
40-46 Lambs Conduit Street
London
WC1N 3NW
Tel: 020 7405 0666
Fax: 020 7405 6609
E-mail: info@amdea.org.uk
Website: www.amdea.org.uk
The Association of Manufacturers of Domestic Appliances (AMDEA) represents most British manufacturers of domestic appliances. However, AMDEA does not deal with radios, televisions and stereo equipment.
Members of the AMDEA must comply with a code of practice. If you have a complaint about the way in which an electrical appliance has been serviced by the manufacturer of the appliance, details of the complaint should be put in writing and sent to AMDEA by post, fax or email. AMDEA will then attempt to resolve the problem by contacting the company.
AMDEA cannot deal with complaints where someone other than the manufacturer has serviced the appliance, or where the manufacturer is not a member of AMDEA.
RETRA House
St John Terrace
1 Ampthill Street
Bedford
MK42 9EY
Tel: 01234 269110
Fax: 01234 269609
E-mail: retra@retra.co.uk
Website: www.retra.co.uk
RETRA represents shops selling domestic electrical appliances including televisions, radios and stereo equipment. RETRA members must follow the Code of Practice for the Selling and Servicing of Electrical and Electronic Appliances. RETRA has a conciliation procedure for disputes involving its members.
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