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8 documents match
- Complaint about a package holiday that was not as booked (Scotland)For a traveller in Scotland whose package holiday — flights and hotel, or other travel services sold together — was not as booked: a different or poor hotel, missing services, a changed itinerary. Under the Package Travel and Linked Travel Arrangements Regulations 2018, which apply across the UK, the organiser is responsible for every part of the package and owes a price reduction and compensation for what went wrong. The letter claims them and is a letter before action with 14 days to reply, then simple procedure in the sheriff court. Send it to the organiser by email and by first class post.
- Complaint about an order that never arrived (Scotland)For a consumer in Scotland whose order from an online or high-street trader has not arrived. Under section 28 of the Consumer Rights Act 2015 the trader must deliver within the agreed time or, if none was agreed, within 30 days, and the goods stay at its risk until you have them (section 29), so a parcel lost in transit is its problem. The letter gives a final 14 days to deliver, after which the contract ends and a full refund is due; it is also a letter before action, with simple procedure in the sheriff court as the next step. Send it by email and by first class post.
- Final right to reject or price reduction after a failed repair (Scotland)For a consumer in Scotland whose faulty goods were repaired or replaced once and are still faulty, or whom the trader did not repair or replace within a reasonable time. The letter uses the final right to reject for a refund, or keeps the goods and asks for a price reduction (section 24 of the Consumer Rights Act 2015), and is a letter before action with 14 days to reply, then simple procedure in the sheriff court. Send it to the retailer by email and by first class post, with a copy of the earlier correspondence.
- Faulty goods: reject them for a refund, or ask for a repair or replacement (Scotland)For a consumer in Scotland whose goods from a business turn out faulty, not as described or unfit for their purpose. Within 30 days you can reject them for a full refund; after that, you ask for one repair or replacement first (Consumer Rights Act 2015, sections 9 to 23, which apply across the UK). The letter states the fault, makes your choice and is a letter before action: the trader has 14 days to reply before simple procedure in the sheriff court. Send it to the retailer, not the manufacturer, by email and by first class post.
- Letter before action to a business that will not refund or pay you (Scotland)For a consumer in Scotland whose complaint to a trader has got nowhere — a refund refused, a deposit kept, money owed for faulty goods or poor work. Scotland has no pre-action protocol, but the simple procedure claim form asks what you have done to settle: this letter sets out the claim and the amount, lists your documents, gives 14 days to reply, and says you will otherwise raise simple procedure in the sheriff court for a claim of up to £5,000. Send it by email and by first class post with a free certificate of posting, and keep a copy.
- Complaint about poor work by a builder, garage or other trader (Scotland)For a consumer in Scotland whose builder, decorator, garage, repairer or other service provider did the work badly or not as agreed. Under the Consumer Rights Act 2015, which applies across the UK, a trader must perform a service with reasonable care and skill; the letter asks for the work to be put right at the trader's cost or, where that is not possible, for a price reduction (sections 49, 55 and 56), and is a letter before action with 14 days to reply, then a claim in the sheriff court (simple procedure up to £5,000). Send it by email and by first class post, with photos.
- Notice to cancel a gym membership or subscription (UK)For a member who wants to end a gym membership, a club or a paid subscription. The notice ends the contract on the basis you choose — its own notice terms, the end of the minimum term, or the 14-day cancellation right for a contract made online or by phone — and asks the provider to take no payment after the last one due. The subscription rules of the Digital Markets, Competition and Consumers Act 2024 are not yet in force. Send it by the channel the contract names, or by email and first class post.
- Notice cancelling an online, phone or doorstep purchase within 14 days (UK)For a consumer who bought goods or a service online, by phone or away from the trader's premises and has changed their mind. The notice cancels the contract within the 14-day cancellation period of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, with no reason needed, and asks for a refund within 14 days. The model cancellation form the trader must give you, or its own online form, does the same job free. Send it by email and by first class post with a free certificate of posting, and keep a copy.
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