![]() If you're thinking of taking a seller to court, you should try using ADR first - a judge will usually expect you to have done this. If you use an arbitrator, adjudicator or ombudsman they will look at the evidence and make a decision about your complaint - see our guidance about complaining to an ombudsman. Look at the evidence and make a decision about your complaint - this is usually done by an arbitrator, adjudicator or ombudsman ![]() Try to help you and the seller come to an agreement - this is sometimes called ‘mediation’ or ‘conciliation’ If you use ADR a person or an organisation will either: Some sellers belong to an alternative dispute resolution (ADR) scheme, which means they offer a way to solve your problem without going to court. Step 4 - check if you can use 'alternative dispute resolution' (ADR) If you haven’t already sent your card provider, Buy Now Pay Later provider or PayPal a copy of your complaint letter to the company, send one now - and let them know what response you’ve had. You might be able to get your money back if you paid by card or PayPal. Step 3 - ask your card provider or PayPal to help Get in touch with the trade association, explain your situation and ask if they can advise you on what to do next. Look on the seller’s website to find out if they’re a member of a trade association - or contact them if you can’t find anything. If they've broken the rules, you could get help from the trade association to take your complaint further. If the seller is a member of a trade association, they might have to follow certain rules. Step 2 - check if the seller belongs to a trade association You should ask the seller for a final response (sometimes called a ‘letter of deadlock’), which will confirm that they haven’t been able to resolve your complaint.Ī final response is proof that you’ve already tried making a formal complaint - you’ll need it if you try other ways to sort out the problem. Make sure you keep a copy of anything you send, in case you need to check it later. ![]() Check your paperwork if you're not sure what type of finance you have. You need to write to the finance company - not the seller. It’s best to email or write to the seller - you can use a template letter. You can usually find a seller’s complaints procedure on their website - make sure you follow it when you complain. Step 1 - make a formal complaintīefore contacting the seller, check if they have an official complaints procedure. If you bought something from a website, like Amazon, Etsy or eBay, you should check the seller’s details to find out where they’re based. If you’re not sure whether you’ve bought something from abroadĬheck if a company is based in the UK on GOV.UK, if you’re not sure. If you’ve done this and aren’t getting anywhere, you can get advice from the UK International Consumer Centre on the UKICC website. If you bought something using PayPal or a card, check our advice on getting your money back. You should use this to tell the seller about the problem. Many websites, including Amazon, Etsy and eBay, have their own complaints procedure or dispute resolution service. You should check the seller’s terms and conditions to find out how to complain. ![]() Your rights might be different if you bought something from abroad. If you bought something from a company based outside the UK You must follow step 1 before you do anything else. There are steps you can take if you’ve approached a business seller about a problem with a product or service and you’re not getting anywhere. ![]()
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