Session Three
Your rights when buying
furniture, second-hand cars and
carrying out home
improvements.
This session will cover your rights when:
1. Buying second-hand cars
2. Buying furniture
3. Carrying out home improvements
Buying second-hand cars
Office of Fair Trading research shows:
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:
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.
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.
Second-hand cars and your consumer rights
Check and ask for:
 V5 form - previous keepers.
 MOT certificates.
 Mileage - is it ‘clocked’?
 HPI check – stolen, finance, accident damaged?
 Service history.
Protect Yourself
Protect Yourself
1. Be wary of private sellers or buying from the
side of the road.
2. Car auctions – know what you’re 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.
Protect Yourself
 If you spot something wrong, note the
registration plates and chassis number
and contact Driver Vehicle Agency.
 If the seller is private, check the last
keeper in the log book.
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 it’s 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.
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.
What to do if the problem isn't sorted out:
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2
2. Buying Furniture:
Your Rights
2. Buying Furniture: Your Rights
•
As described – match the
description on packaging or
what the trader told you.
•
Satisfactory quality - the
furniture’s 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.
Common Problems
• Misdescribed leather sofas.
• Non-delivery of items – only four
chairs instead of six.
• Sold “as seen”.
• Faded or flawed carpet.
2. Buying Furniture: Your Rights
Delivery
 You have the right to ask for
a refund if your furniture
doesn’t arrive on the date you
have agreed with the trader.
 If goods have been
misdescribed, contact
Consumerline.
Warranty Tips
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.

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
it’s caused by flooding – check your
policy.

New furniture may come with a free
guarantee from the manufacturer check the terms and conditions.
What to do if things go wrong
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
3. If the trader isn’t 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.
What to do if things go wrong
4. If you get no reply or don’t agree with the
response, check if the trader is a member of a
trade association and complain to them, e.g.
the Furniture Ombudsman.
Tel:
0845 653 2064
Email: info@thefurnitureombudsman.org
Website: www.thefurnitureombudsman.org
What to do if things go wrong
5. If you and the trader still can’t 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 Ombudsman’s adjudication awards
are binding on the retailer – but not the
consumer.
What to do if things go wrong
6. If the problem still isn't sorted out
contact Consumerline 0300 123 6262.
3. Carrying Out Home Improvements
Supply of Goods and Services Act 1982
This Act covers all work carried out by
people who provide a trade.
Supply of Goods and Services Act 1982
Supply of Goods and Services Act 1982
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).
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.
Tips on Finding a Tradesman
 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.
How to Spot a Rogue Trader
“You have loose
tiles on your roof.
Your roof has
been leaking”.
“I see cracked brickwork on
your house. You need to have
some pointing on your
chimney”.
How to Spot a Rogue Trader
“I’m doing some
work in your area
and have materials
left over which we
need to use it up”.
“You need
some work
done to your
driveway”.
Protect Yourself
Never
Never ever pay the whole
amount up front!
Never
Never sign up to anything
on the spot!
Never
Never accept a lift to a bank to
collect money from a deposit.
Protect Yourself
Always
Get at least three quotes!
Always
Get the details of the job in writing.
Always
Take time to think. Shop around. An
honest tradesman will give you time.
What to do if things go wrong
Many disputes are settled quickly and amicably –
but it will help if you know what to do.
What to do if things go wrong
What to do if things go wrong
Check out this step by
step guide from the
Office of Fair Trading
www.oft.gov.uk