FAQs - Buying a service
Our most frequently asked questions about buying a service are below.
If your question hasn't been answered, then telephone Consumer Direct on 08454 04 05 06 or visit their website at www.direct.gov.uk/consumer (opens in a new window).
You can also view our leaflets by using the links in the more information section on this page.
Q We've had double glazing installed. There are all sorts of problems and the trader keeps telling us they will come out to repair them but lets us down at the last moment. What can we do?
A The Supply of Goods and Services Act 1982 requires that the job is done with reasonable care and skill and the materials used must be of satisfactory quality. If not you are entitled to a repair. If they won't or can't do the work you can use another double glazing company to do it. If you haven't paid in full we would recommend keeping back the cost of repair and only paying for the work that is satisfactory. If you've already paid you may need to go to court to recover some of your money.
A new development that we're seeing recently is that the double glazing companies are threatening to take the windows back out of the consumer's house when a dispute arises and payment has not been made in full. The Act provides that a consumer should enjoy "quiet possession" of goods except where the contract provides otherwise. If your agreement states that the trader can remove the windows if you don't pay this would probably be an unfair term.
Q When we got our bill in the restaurant they had added 10 per cent service charge. Can they do this?
A Only if it was made clear on the menu that the charge would be added. If it is not mentioned on the menu you don't have to pay and they are breaking the law.
Related documents
The following document is in Portable Document Format (PDF). You can download the PDF software for free from the Adobe website (opens in a new window)