You & your consumer rights

Getting a quote

It's best to get three quotes to compare prices and services. If the trader can only make an informed guess at the cost, this is an estimate. Estimates are no guarantee of the final price, so specify in writing that you want to be warned in advance of extra costs. Always check and agree call-out charges. If you agree a fixed cost this is usually called a quotation. A fixed price is binding, whatever it is called. Ask for quotes in writing, including VAT, with details such as:

Timing—delivery times; length of time for list of work to be carried out; completion dates.

Costs—installation charges; discounts; full details of parts, materials and labour.

Guarantees—should be in writing and in addition to, not instead of, your legal rights.

What to sign?

Give yourself time to read the small print in any contract or credit agreement. Take home a copy and read it without feeling pressured. Ensure it covers points you think are important such as price and timings. Keep a copy of everything you sign.

Deposits and receipts

Don't pay anything in advance unless you really have to. Get a receipt and check whether the deposit is returnable. Find out if the company belongs to an association with a scheme to protect your deposit if they go out of business.

Only pay for completed work or goods after you have inspected them. Remember to get a detailed bill with the company's name and address on it. Ask for a receipt especially when paying by cash.

Your rights

• A shop is under no obligation to sell an incorrectly priced item at that price.
• Legally, any goods you buy must be of satisfactory quality. Any service must be carried out with reasonable skill and care, in reasonable time and for a reasonable charge—if not fixed in advance.
• If something is faulty, return it promptly and ask for your money back. If you delay you may lose your right to reject the goods. Sale goods are covered unless the fault is pointed out at the time of purchase. Don't expect to receive a refund if you change your mind.
• If the goods are faulty, you are entitled to a refund and need to act quickly. Additional rights, such as replacement or repair, are at the discretion of the trader. You have the same rights even if you lose your receipt but it is useful evidence of where and when you bought the goods.
• If you're not satisfied with the outcome, write to the company concerned. If you still don't get anywhere, get further help or consider whether you want to take the matter to court.
• If goods bought are faulty or the supplier is in breach of contract, buying on some forms of credit (in some circumstances) may give you the same rights against the credit company that you have against the supplier.