Consumer rights: how to make sure you get your way

Consumers have been given a powerful advantage in their fight against dodgy goods and shoddy services - with the passing of a new Consumer Rights Act on 1 October. However, the experts warn that if you're going to use these new rights to ensure you're never ripped off again, you have to do your bit too. The Money Advice Service has issued five tips for consumers, which will leave you perfectly positioned to use these new rules to triumph if you're ever let down by a retailer.

1. File your receipts

It's easy to leave them to linger in your bag and get chucked out with the packaging, but the first step to make getting your money back easier is to keep receipts for any big purchases filed away. Put them in your wallet after you make the purchase, and have a folder or box to store them in when you get home. If you make a purchase online, make a folder in your inbox for any emails confirming purchases.

If something goes awry, don't panic. If the item is faulty the new rules mean you only have to prove purchase. The receipt is the best way to do this, but bank statements should be fine too.
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2. Keep track of the '30 day rule'

The new rules mean there's a window of 30 days after you purchase something when you can get your money back if it turns out to be faulty (assuming you bought it in person rather than online). The Money Advice Service warns: "Do it sooner rather than later, so you don't get caught out."

3. Don't dismiss digital

The new rules include digital items like books, games, films and apps too. The Money Advice Service explains: "It's essentially the same process if you have an issue as with physical purchases: get in touch with customer services at the retailer (not the manufacturer) that you bought the item from. You don't get an automatic right to a full refund within 30 days but you can explain your problem and ask for a repair or replacement and if it's damaged your device or other digital content you'll be entitled to compensation. Try to follow up in writing or take the name of the person you spoke to for future reference, in case there are any issues."

4.Orders arriving late could be refunded

This is a new right under the act. If you've placed an order and the company hasn't delivered your items in the promised amount of time, then you can cancel the purchase and receive a full refund. According to the Money Advice Service, this is intended for when an item is only useful if you get it on time, for example, a birthday present. The retailer is also responsible for your goods up until you get them, so if something is damaged on its way to you, the retailer has to make things right.

5. If the worst comes to worst, make a complaint

Even with these new rights in place, there will be times when a retailer falls short. If you don't feel the company you're dealing with has treated you fairly and respected your rights, you should start by going back to the company in question and explaining the problem. If they do not respond usefully, ask to speak to someone in authority, and explain the rights you have, and what you would like them to do for you. If you still don't get anywhere, you should get together all the relevant paperwork and documents, and approach the consumer ombudsman for their help.

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