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Too many people fret about their strict legal rights before making a complaint. However, in most cases this anxiety is baseless. In my view, it is always better to complain in any fashion you think fit, rather than not complain at all. 

The mindset that says you need to know all of the ins and outs of the law before making a complaint has been shaped by social media, television and radio consumer programmes and indeed the press. We are bombarded with news about the vast array of laws that are there to protect us, especially as consumers. But what is most important to remember is that these laws are there to protect and empower you – rather than put you off complaining if you feel aggrieved!

Big companies are only too aware of the legislation that places obligations on them but the details often remain a mystery to most consumers. This can make it hard for consumers to ask for fair treatment. While you may feel confused by the complexity and volume of consumer laws, sites like Resolver are here to help you understand in simple terms how they can help you get your voice heard. Their rights guides give you all the information you need to advocate for yourself. By reading up on your rights, you’ll be empowering yourself. 

Why you shouldn’t get hung up about your legal rights 

In truth, there is no reason to get hung up about the law. You have a right to express yourself if you feel that you have been let down. After all, how can a company improve its service if they don’t know what is wrong? Good companies, no matter the industry or service, will always seek feedback and to hear from you whether it’s the good, the bad or the ugly. 

There is no reason to hold back your negative feedback. On the contrary, you will often find that reputable companies will recompense you to an extent that far outstrips their legal obligations.  Why? Because they value you as a loyal customer and constantly strive to improve quality.

In short, you don’t need to rely on Martin Lewis or any other consumer champion. You can help yourself.  If you have a good complaint, complain!

How consumer law can help you complain

But what is a “good complaint”, you may ask? You don’t need to know all the ins and outs, but there are some key/essential rules to know about. 

No matter how seemingly small or insignificant the problem you’ve had is, there are legal protections you can rely on to help you get the company to do something about it. 

Just in case you feel a compelling urge to lob a bit of law into your missive you may wish to cite the following:

  1. Goods must be of a “satisfactory quality” under the Sale of Goods Act 1979 (as amended)
  2. Similarly, goods must be “fit for purpose”.
  3. Consumers have a broad right to have defective goods repaired or replaced under the Consumer Rights Act 2015
  4. An “unfair” term is not legally binding on consumers, also as a result of the Consumer Rights Act 2015.

There is no harm in peppering your gripe with a bit of helpful consumer law – in fact, Resolver is here to help you stay informed of your rights and reach out to companies. But it’s also important not to obsess about it too much.  

In the end, complaining is about expressing yourself to get solutions and giving feedback. When you think about it this way, it is clear that you really have nothing to lose.

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