1. Session Three Your rights when buying furniture, second-hand cars and carrying out home improvements.

2. 1.Buying second-hand cars 2.Buying furniture 3.Carrying out home improvements This session will cover your rights when:

3. Buying second-hand cars

4. 1.Most used car faults appear in the first three months after purchase. This suggests that many second-hand cars sold are not of satisfactory quality. 2.Nearly 30 per cent of consumers did not have their problems resolved when they contacted their dealer. Office of Fair Trading research shows:

5. Question: Roughly, how much do consumers each spend to fix unresolved faults that are the dealer's responsibility to correct? Answer: Consumers spend an estimated £425 each.

6. Second-hand cars and your consumer rights 1.Must fit the description given – clocked, accident damaged, one lady owner, registered 2007 etc… 2.Car must be of satisfactory quality – even second-hand cars, though age and price are taken into consideration. 3.Fit for purpose – if you ask for a car that can tow a caravan it should be able to.

7. Check and ask for: V5 form - previous keepers. MOT certificates. Mileage - is it clocked? HPI check – stolen, finance, accident damaged? Service history. Second-hand cars and your consumer rights

8. Look for a reputable dealer – ask family and friends for advice. Look for a trade association sign. Bring a friend. Protect Yourself Trading in? Know what your car is worth. Check the warranty. Buying on credit? Read the terms and conditions! Get copies of all documentation.

9. Protect Yourself 1.Be wary of private sellers or buying from the side of the road. 2.Car auctions – know what youre doing. Bought as seen offers fewer rights of redress. 3.Disclaimers such as 'sold as seen', 'trade sale only' or 'no refund restrict your rights.

10. If the seller is private, check the last keeper in the log book. If you spot something wrong, note the registration plates and chassis number and contact Driver Vehicle Agency. Protect Yourself

11. What to do if things go wrong If you are returning a faulty car contact: The trader if you bought the car from a dealer. The seller if its a private sale or you bought your car from an auction house. The finance company if you paid for the car using a credit card or a loan arranged by the trader. If you discover a fault with a car you bought from a trader, you should contact the trader immediately.

12. What to do if things go wrong If the trader agrees to sort out the fault, what the trader will offer you will depend on: 1.How serious the fault is. 2.How long you've had the car. If you've had good use from the car it's unlikely you'll get a full refund. 3.Whether the fault happens again and again (recurring). 4.The cost of carrying out repairs or replacing the car.

13. What to do if the problem isn't sorted out: Follow up your complaint in writing to the trader. Complain to the Motor Codes trade association. Check if the car dealer is a member. www.motorcodes.co.uk 0800 692 0825 Contact Consumerline 0300 123 6262 1 2 3

14. 2. Buying Furniture: Your Rights

15. 2. Buying Furniture: Your Rights As described – match the description on packaging or what the trader told you. Satisfactory quality - the furnitures seams should not be coming apart. Fit for purpose – fit for the use described and any specific use you made clear to the trader, e.g. a folding table should fold.

16. Common Problems Misdescribed leather sofas. Non-delivery of items – only four chairs instead of six. Sold as seen. Faded or flawed carpet.

17. You have the right to ask for a refund if your furniture doesnt arrive on the date you have agreed with the trader. If goods have been misdescribed, contact Consumerline. 2. Buying Furniture: Your Rights Delivery

18. Warranty Tips Before you buy a warranty, check the policy to see what it offers. Damage to furniture may be covered by your home insurance policy, e.g. if its caused by flooding – check your policy. New furniture may come with a free guarantee from the manufacturer - check the terms and conditions. The trader may try to sell you a warranty when you buy furniture. A warranty gives you extra rights, e.g. to a repair or replacement when something goes wrong.

19. 1. Write to the trader with your complaint. Give the trader a reasonable time to come back to you, e.g. 14 days. 2. If you need help with writing a letter, visit www.consumerline.org for a sample letter on how to complain about faulty goods or phone and ask for a copy. What to do if things go wrong

20. 3. If the trader isnt a member of a trade association and you want to continue your complaint, you may need an expert to: Inspect your furniture. Provide an independent report. Note: There is a charge for this service.

21. 4. If you get no reply or dont agree with the response, check if the trader is a member of a trade association and complain to them, e.g. the Furniture Ombudsman. What to do if things go wrong Tel: 0845 653 2064 Email: info@thefurnitureombudsman.org Website: www.thefurnitureombudsman.org

22. 5. If you and the trader still cant agree, the Furniture Ombudsman can decide the case except for goods costing more than £5,000 or over 6 years since the date of purchase. All of the Ombudsmans adjudication awards are binding on the retailer – but not the consumer. What to do if things go wrong

23. 6.If the problem still isn't sorted out contact Consumerline 0300 123 6262. What to do if things go wrong

24. 3. Carrying Out Home Improvements

25. Supply of Goods and Services Act 1982 This Act covers all work carried out by people who provide a trade.

26. The law covers services carried out in the home or in other premises. Examples Builders Plasterers Tarmacers Plumbers Supply of Goods and Services Act 1982

27. The work must be done: 1.With reasonable skill and care. 2.Within a reasonable time if no time limit was agreed with the customer earlier. 3.For a reasonable price (unless a price was agreed earlier).

28. Tips on Finding a Tradesman Get recommendations from friends and neighbours. Be wary of doorstep callers. Be cautious of flyers through your door, especially adverts with only a mobile number. Find out if they a member of a trade association.

29. Ask them can you see references of work done. Ask them how long have they been in business. Find out if they have business premises. Tips on Finding a Tradesman

30. You have loose tiles on your roof. Your roof has been leaking. How to Spot a Rogue Trader I see cracked brickwork on your house. You need to have some pointing on your chimney.

31. How to Spot a Rogue Trader You need some work done to your driveway. Im doing some work in your area and have materials left over which we need to use it up.

32. Protect Yourself Never Never ever pay the whole amount up front! Never Never sign up to anything on the spot! Never accept a lift to a bank to collect money from a deposit.

33. Take time to think. Shop around. An honest tradesman will give you time. Get the details of the job in writing. Get at least three quotes! Always Protect Yourself

34. What to do if things go wrong Many disputes are settled quickly and amicably – but it will help if you know what to do. Give the trader a chance to put things right. 1 Say what you want done and set a deadline. Put your complaint in writing and keep notes. 2 3

35. What to do if things go wrong Some trade associations have codes of practice for their members to follow - conciliation or arbitration scheme. Contact them. Keep copies of letters, photos and a diary of events. Make a note of any conversations especially about prices.

36. What to do if things go wrong Paid by credit card? You have added protection if you pay be credit card for a single item over £100 if something goes wrong. As a last resort, you could consider withholding payments.

37. www.oft.gov.uk Check out this step by step guide from the Office of Fair Trading