Years ago, Julie was walking down her local High Street when she saw a man outside the estate agents, parked in a van that displayed sign boards reading: ‘Do not use these estate agents; they are rubbish’ (or words to that effect). Back then, it was about the worst an unhappy customer could do.
These days, people take to Twitter to complain about bad customer service. It’s been said that you are more likely to get a response from the @btcare account than if you phone BT – ironically – because Twitter is in the public domain and they want to be seen to be helpful.
But what if things really have gone horribly wrong and you want to sue a trader?
You no longer have to take them straight to court.
Since 2015, the Government has been encouraging Alternative Dispute Resolution (ADR) instead. This means methods such as:
Certain sectors are regulated and have well-established ADR schemes in place, including the Financial Conduct Authority (FCA) for financial services, Ofcom for telecoms and Ofgem for energy companies.
If your issue is with a business that’s in an unregulated sector, there may already be a voluntary ADR scheme.
The new regulations mean:
If you can’t resolve a dispute direct with the trader, they should point you to a certified ADR scheme and tell you whether or not they intend to use it (they don’t have to use one if they don’t want to).
If your dispute is about goods or services you bought online from a trader who is based elsewhere in Europe, you will have access to redress via the European Regulation on Online Dispute Resolution, effective from January 2016.
Please note that this covers consumer-to-business matters only. It does not cover complaints that are business-to-business, business-to-consumer or consumer-to-consumer.
DG Law were fantastic throughout our purchase process. We had a short, fixed, timeline to
Venetia Lawson-Cruttenden [solicitor] is fantastic! She is always so thorough and efficient and gives you the
DG Law supported us through a very difficult contractual negotiation to achieve exactly the outcome
We were very pleased with the way that DG Law helped us on our transaction
Thanks for all the help from DG Law in pulling together our somewhat complicated loan.
DG Law resolved a difficult lease renewal for us and their services were excellent –
I needed understanding and experienced legal advice. DG Law provided an excellent service at a
My experience was second to none – the service was professional and personal. DG Law
DG Law always step up to the plate on our transactions and handle the various
DG Law was recommended to me and my partner and I received excellent advice –
Having worked with DG Law a number/couple of times now, I have been really impressed
DG Law were constantly at hand, and kept pro-active throughout the thorny process of getting
DG Law organised and ran a very useful session to help to make our team’s
DG Law came recommended to me and whilst setting up a new business it was
We were recommended three lawyers to handle the sale of our seven year old successful
We live by our core values of transparency, flexibility and being honourable – every day
We put ourselves in your shoes so we understand your problems from the inside out
We deliver our advice in a way that is easy to understand