Some useful resouces to help you

Buyer's Checklist

If you are going to purchase a new mobile phone contract, you can take our handy checklist (90KB - pdf help) with you to help you get a deal which is right for you

Advice on Avoiding Computer Support Scams

Citizens Advice Consumer Service receive many reports from Consumers who have been approached by Scammers trying to access their personal information and bank or card details by purporting to try and fix their computers.  For advice on avoiding this scam, read our Guidance Article (5KB - pdf help)

Rough Guide to Online Shopping

Rough Guides have put together Advice for Shoppers on buying online.  The guide contains useful step by step instructions for safer online purchasing.

MotorWise Car Advice Booklet

If you are looking to buy your first used car, make sure you read our useful advice booklet (1.95MB - pdf help)  before you do. It can provide guidance on payment methods, who to buy from, your consumer rights, along with useful tips on what questions to ask when buying your car.

Template letters

We thought it would be useful to offer guidance and a number of standard letters that can be used to help resolve common consumer problems. If you are in doubt which applies to you, or you require advice, please do not hesitate to contact Citizens Advice Consumer Service on 08454 04 05 06.

There are a number of important things to ensure, before you write to a business about a product or service you have purchased –

• Make sure you have a valid complaint against the business in question.
• Make sure you have the correct address details for the business.
• Make sure you have all the necessary paperwork or documentation that you may need to help you resolve your complaint.
• If you send documents with your letter, ensure you send copies and keep the originals yourself.
• It’s always advisable to send all your letters by recorded delivery and to keep a copy of the letter yourself.
• We find this adds credence to the correspondence and of course means the business cannot claim they never received it!

If you have bought something which turns out to be faulty, and you would like to request either a refund, repair or relacement, you may wish to look at this letter (5KB - pdf help)

If you have contracted for a service which you are not happy with you may wish to look at this letter (5KB - pdf help)

If you have entered into a contract for a product or service in your own home for over the value of £35 and would like to cancel within your 7 day cooling off period, you may wish to look at this letter (5KB - pdf help)

If you have bought goods on credit and they are faulty, not as described, or not fit for their purpose and you wish to reject them and claim a full refund from the credit provider you may wish to look at this letter (5KB - pdf help)

If a trader or business has ignored your letters of complaint or other communications, or has failed to deal adequately with your reasonable and communicated problem and you wish to take the matter to court you may wish to look at this letter (4KB - pdf help)

Extended warranties

Citizens Advice Consumer Service – advice on what you should do if you have a problem with an extended warranty? Find out more about cancelling your agreement, getting your premium back, and exclusion clauses which may mean you're not covered for what you thought.

Extended Warranties on Domestic Electrical Goods Fact Sheet Provided by the Department for Business Innovation & Skills.

The Supply of Extended Warranties on Domestic Electrical Goods Order 2005  – This is the full Document and can be technical, key information is available on the above links.

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