Credit card

If things go wrong, you must complain. If you know what you are talking about, you can take on the toughest of blue chip companies to get satisfaction.

Step one: Act fast. The amount of time you have to complain does vary. Ideally, you should complain within a week – although some big ticket items such as a car may take longer than other simpler products such as, say, a kettle, to reveal their faults.

The key is to highlight the problem within a 'reasonable time'. The legal position is that, where the goods are faulty, if you return them within six months the shop must prove they WERE NOT faulty when you bought them. After that time, you must prove they WERE faulty when you bought them.

If you leave it too long and you might lose your right to a full refund, even if the goods were faulty. However, you may still be entitled to a replacement, reduction, or a credit note.

Step two: Don't be fobbed off. Your agreement is with the retailer, not the manufacturer. It is not up to you to chase the maker of the goods.

According to the Sale of Goods Act, 1979, the goods should be of 'satisfactory quality' and 'fit for purpose'. That means that if you bought, say, a new printer for your computer, it should not only print documents to a good quality, but also specifically carry out any purpose you required. So, if you asked; 'will it be compatible with my Apple Mac computer', and been told yes, but it won't work then it wasn’t fit for the purpose intended.

Step three: Plastic Fantastic. You have more rights if you spend on a credit card, than you do with a debit card, cash or cheque.

Under Section 75 of the Consumer Credit Act 1974, if you pay for goods worth more than £100, even partially, on a credit card then the credit card company is equally liable with the retailer.

So, if you have a problem such as non-delivery, then you can go straight to the credit card company rather than the retailer. This is very useful in cases where the retailer has gone bust, or is being obstructive.

But this is not a license to pile everything onto credit cards because it will cost a fortune in interest. This works best for those who regularly pay off their balances, so they can get the benefit of extra rights at no cost.

Step four: Surf easy. Remember, if you are buying goods online from a UK-based company, it is just the same as buying in a shop. Plus, under distance selling regulations, you have seven working days to cancel after you get the goods, although this does not apply to fresh food or flowers. Once again, use your credit card if you want extra protection.

Written by Teena Lyons. The opinions in this article are the author's own and for general information only. Always seek independent financial advice.