Home > FAQs > Who Can Help Me Get My Money Back?

Who Can Help Me Get My Money Back?

By: Sarah Clark (ILEX) - Updated: 18 Sep 2017 | comments*Discuss
 
Consumer Advice Contract Trading

“I bought a television set from a shop in town, and after a few weeks it’s stopped working. I can’t get anything out of it at all, the screen is completely blank. I went back into the shop and asked to speak to the manager about getting my money back or a new TV. I asked them if they would come and collect the old one and replace it at the same time, or if not, just give me a refund.

“The manager was very unhelpful and said there was nothing he could do. I called my local trading standards office, and they told me that I was legally entitled to a refund, replacement or a free repair according to the Sale and Supply of Goods Act, but when I asked if they would speak to the shop for me, they said that they couldn’t do that.

“I don’t know what to do – can anybody help me with this sort of thing?”

Advice

Because the Sale and Supply of Goods Act is what’s called civil law, rather than criminal, trading standards departments have no powers to enforce the law on your behalf, even if there has been a breach. If the shop had been in breach of safety laws, such as the Consumer Protection Act, though, they could become involved as they have been given powers to intervene.

With civil laws such as the Sale of Goods Act, any consumer law breaches are treated as a simple breach of contract between you and the seller. If you can’t sort the problem out with the retailer amicably, the only redress that you have to be able to enforce the law is through the court system. Issuing what used to be called a small claim, but is now a ‘fast track’ claim, is simple and can even be done online through Money Claim Online.

Before it Gets to Court

If you want help in dealing with this sort of consumer dispute before it gets to the point where the courts need to become involved, you could try the Citizen’s Advice Bureau in your area. Most Citizens Advice Bureaux have trained advisors in all aspects of law, including consumer advice, who will be able to help you by writing a letter to the retailer on your behalf, or at the very least advising you on how to word a letter of your own. Some advisers will even make telephone calls on your behalf to try and help you resolve the situation.

Trading standards departments usually have consumer advice teams who can do the same, up to a point, and they will give you consumer advice, practical help with how to write letters, and can sometimes send standard letter examples and leaflets on your consumer rights which will help you when you come to approach the trader.

You can download advice leaflets on a range of consumer issues from Trading Standards Central, and also search for the contact details of your nearest trading standards office if you want to speak to an adviser there.

Trading Standards Website

What they won’t be able to do for you, even if they agree that you are in the right and have the law on your side, is to intervene on your behalf.

You might also like...
Share Your Story, Join the Discussion or Seek Advice..
[Add a Comment]
Tina- Your Question:
I have paid £129 for my 10h driving lessons and I been told that my instructor will contact me in 7 working days but it's been over 2 weeks and nobody contacted me so I been ringing them for past 4 days trying to get my money back but unfortunately they don't want too.evrytime I ring they giving me excuses. I really don't know what to do.and Im trying to find somebody who could help me with this matter.

Our Response:
Try Trading Standards or Citizens' Advice from some individual help with this. If you do not hear from the instructor within the next few days inform them that you will be taking this to the small claims court.
ConsumerRightsExpert - 19-Sep-17 @ 2:05 PM
I have paid £129 for my 10h driving lessons and I been told that my instructor will contact me in 7 working days but it's been over 2 weeks and nobody contacted me so I been ringing them for past 4 days trying to get my money back but unfortunately they don't want too..evrytime I ring they giving me excuses. I really don't know what to do.and Im trying to find somebody who could help me with this matter.
Tina - 18-Sep-17 @ 12:07 PM
Husband went online to have a look at a car for me to suit me due to restricted mobility . Seen a car got in touch with the seller by email on the website which is a liquidation company that sell repossessed cars for companies. They responded and called him explaining how they work we pay half the money and delivery fee and then we have 7 days inspection period and then pay the outstanding amount. They received half the payment and sent us an email with invoice and sales agreement along with a delivery date so he thought all was fine until the delivery date came and went with no communication from the company either by phone or email. We paid the amount through bank transfer we now want our money back is there any way we can do this or will we just have to take it to court?????
Mish - 2-Jul-16 @ 10:01 PM
I purchased clothes from a online retailer, this was 6 weeks ago, I made the company aware via email, that I had still not received the items, I got an apology and told the items were on transit, that was 4 weeks ago, I have emailed the company making them aware that I have still not received the items and wish to cancel the order and requested a refund, I have again received no reply, I have googled the said company and find they are far from the best with numerous people having the same problem, what can I do to get a refund ? Thanks
Tanna35 - 16-Feb-16 @ 9:54 PM
sange - Your Question:
Please can you help me. I have been trying since 2008/9 to get my inheritence money back from my ex, who stole my card and spent all my money on the horses. Since he has taken all my money from my account in nationwide, I have had to sell my house due to not being able to keep up repayments on mortgage. I told the police and they said it was a civil matter. I went to nationwide where my account was and they just said he used the correct pin. I asked nationwide why they never told me £300 was being taken from my a count every day and they just said they thought I needed the money. And to top it all I have lost my job please can you help me get my money back, I have lost everything because of Darren Scott Selway, bridgwater

Our Response:
Sorry but the police are correct. This is a civil matter and you would be better seeking redress via the courts. It's not a consumer issue if your partner has simply defrauded you of your money.
ConsumerRightsExpert - 15-Dec-15 @ 2:30 PM
Please can you help me. I have been trying since 2008/9 to get my inheritence money back from my ex, who stole my card and spent all my money on the horses. Since he has taken all my money from my account in nationwide, I have had to sell my house due to not being able to keep up repayments on mortgage. I told the police and they said it was a civil matter. I went to nationwide where my account was and they just said he used the correct pin. I asked nationwide why they never told me £300 was being taken from my a count every day and they just said they thought I needed the money. And to top it all I have lost my job please can you help me get my money back, I have lost everything because of Darren Scott Selway, bridgwater
sange - 15-Dec-15 @ 12:18 PM
I bought tv bench from bigpon online shopping and i receive damaged one. Two corners were quiet damaged so i sent email ( cause they don't anwser the phone) and i was asked to send photo of damaged product through email. So i immedialtely sent several photos and then i have not received any reply from them over a month... i sent email several times after that, but i have not got any reply.. please help me..
esther - 30-Apr-13 @ 5:00 AM
In insurance MWP ACT money back policy who get moneybackinstalment
pgjoshi - 1-Apr-13 @ 12:01 PM
I have just been ripped off by a company who was suppose to sell my Holiday Membership. Is there anyway I can get some of my Money back from a international money transfer? It was paid into a Spainish Bank from a English bank account?
Annie - 2-Oct-12 @ 3:35 PM
I am 62yrs old and I have been through this system since I was 29yrs old and I am in the middle of a dispute now, with the computer giant Apple. This system does not work for the ordinary Joe Blogs but if you have a professional, they take notice straight away. This has been the case for has long has I can remember. This law should be scrapped. Trading Standards and Consumer writes are a waste of time. I did not have a solicitor, I had another source of help and I won every case?
contradictor - 28-May-11 @ 4:48 PM
Share Your Story, Join the Discussion or Seek Advice...
Title:
(never shown)
Firstname:
(never shown)
Surname:
(never shown)
Email:
(never shown)
Nickname:
(shown)
Comment:
Validate:
Enter word:
Latest Comments
  • Dee
    Re: Buying a Used Car: Your Rights
    Hi, We bought my son a fiat 500s from a well-known car dealer in London 2 months ago It has been back to him now for a sensor…
    13 January 2020
  • Mike
    Re: Leasing A Car Explained
    I have leased a new Audi A7 over 4 years, had it 10 months from new. It has developed issues when driving and 8 electrical faults on…
    9 January 2020
  • Gen
    Re: Gardener Overcharged Us: Can We Refuse to Pay?
    We asked a drainage company to assess a flooding problem in our basement. We chose a company that clearly…
    9 January 2020
  • Jenny
    Re: What If Your Plumber Makes Mistakes?
    Hello, Recently we had an emergent situation where our main sewage line was blocked with tree roots, verified by a…
    9 January 2020
  • valep88
    Re: Buying a Used Car: Your Rights
    Good evening, I bought a second hand Nissan Juke 2011, 1.6petrol with 80k mileage. After 3 months of use, roughly after 3k…
    7 January 2020
  • Linette
    Re: Spa Treatments: Your Consumer Rights
    I had eyelash extension at a WOW BAR and within 24 hours experienced itching and burning, by the time I went back to the…
    7 January 2020
  • Happy Traveler
    Re: Booking a Holiday - What if it Goes Wrong
    Hi, I booked a flight from Joburg to Cape Town with an online travel agent, over the phone in the UK. The Agent…
    7 January 2020
  • Dolly mixture
    Re: Dealing With Cowboy Builders
    I employed john houghton of rightway construction Bridgnorth to do an extension on my house in August 2019, everything he did was…
    7 January 2020
  • NowWiser
    Re: Dealing With Cowboy Builders
    We asked Craig Best of Heat Save, Bishop Auckland to fit a gas fire/surround. His quote asked for 50% up front and the rest on…
    3 January 2020
  • Jackie
    Re: Buying a Used Car: Your Rights
    I bought a Toyota yaris on 31/12/19 and was unsure about the gear box not working smoothly, we did mention this to the dealer…
    2 January 2020