Version 8-Updated 5.8.05.
This guide is updated as new information becomes available.
LANCASHIRE TRADING STANDARDS
ADVICE ON COMPLAINTS CONCERNING TIME GROUP
Link to guide for purchasers who paid by debit card
Link to Frequently asked Questions
Step-by-Step guide to taking a complaint
Link to guide letter to Finance and Credit Card Companies
Over 90% of customers who have purchased computers equipment,
plasma screens, warranties or other products have legal rights that they
Please use this guide to help understand where you stand and what you
can do to seek redress if you have a problem.
The Collapse of the Time Group who traded as Time Tiny and the Computer Shop has affected over a
million current and previous customers.
Lancashire Trading Standards as the Home Authority for the business would want to emphasise that
the overwhelming majority of customers of the Time Group companies will be able to get redress or
compensation if they have a problem with computers, plasma screens or warranties they have
It is understood that over 90% of customers will have paid for their purchase using a credit card or
using finance agreements introduced by the Time Group. Under S75 of the Consumer Credit Act 1974
any claim for breach or contract or misrepresentation that a consumer had against the supplier of the
goods can be taken against the credit card or Finance company.
It does not matter if the credit card transaction was paid in full at the end of the month.
It does not matter if only a small part of the price was paid for by credit card
It does not matter that you paid off the finance agreement at the end of the interest free period or if the
agreement has been subsequently settled.
Only if you paid by cash or cheque in full at the start of your dealings with time will you have no means
of redress other than through the Administrators.
(With payment by Debit Card you may have some rights for recent purchases see the Debit Card
If you had a justified claim against a Time Group company then you are very
likely to have an avenue of redress with your Credit Card Company, your
Finance Company and in more limited circumstances your Debit Card issuing
THE FOLLOWING ARE THE AREAS WHERE CLAIMS MAY BE MADE:
Computer Hardware, Software Plasma Screens and other Electrical Goods
Paid for goods not supplied
Good supplied different from that ordered
Goods faulty within 6 months of supply
Goods faulty after 6 months
Received goods within 7 working days and had made request to cancel the agreement under Distance
Received goods and wished to exercise right of cancellation provided in the Time Group contract
Ongoing dispute with Time that had not been resolved
Warranty and Support
The lack of a Return to Base warranty provision
The lack of an accessible customer support line
Payment for premium rate calls where problem is faulty goods and not related to customer misuse
Where premium warranty purchased failure to provide the service paid for.
Ongoing dispute with Time that had not been resolved
If you have a fault, complaint, issue or other concern you would have taken up
with Time then you should take it up with your credit card company, your
finance company or in more limited circumstances your Debit Card issuing
While it has to be emphasised that the right to redress reduces according to the period since
purchase, the potential time period for a claim is 6 years. Consumers with the final year of a 5-year
warranty have a valid and sustainable claim if no comparable warranty service is put in place.
This guide is designed to cover as many situations as possible. Use the option(s) that help resolve
your particular problem. You have every right to use options simultaneously if they apply.
It is in your interest to consider the information provided where you have
purchased goods or warranty services from the Time Group even where you
currently have no problems.
All customers of Time Group with a valid claim.
All customers who have a valid complaint/claim in relation to goods or warranties purchased from a
Time Group Company would now have to make their claim against the Administrators:
Grant Thornton House
Unfortunately the prospect of any redress or compensation is unlikely. You are however advised to
register your complaint or claim with the Administrators in the event that assets become available to
Please be aware that where you have paid partially by credit card, e.g. the deposit, or where you
initially agreed to deferred payment your purchase is covered by the provisions of S75 Consumer
Credit Act 1974. This gives you rights against the finance company involved even where the credit
payment is small or where full payment made at end of deferred period.
Purchase of goods or services by Credit.
Where you have purchased computer equipment or services, such as extended warranties, using a
credit facility then the bank or finance company involved has equal liability under S75 of the Consumer
Credit Act for breach of contract or misrepresentation. ie. You can claim against the finance company
for faulty goods , undelivered goods or non provision of services.
NB Business purchasers who are not Limited Companies are protected by this provision.
The cost of the individual goods purchased must be more than £100.
If the goods were sold as a package then the package is the individual item.
If you have a current problem, or have one in the future, that you would have looked to the Time
Group resolving then if you used credit then you have a claim against the credit provider.
This applies where you purchase by the following means:
• Credit Card, whether in full or partial payment
• Credit Agreement arranged through/by the Time Group.
• Deferred payment where you paid off in full within the time period for interest free credit.
It does not apply to situations where you pay by:
• Debit cards or charge cards. (Some of these cards may include the Visa or Mastercard logo
but they are not credit cards as payment is made in full directly from your bank account. See
guidance on limited rights with Debit Cards)
• Loans you arranged yourself.
If you have purchase by credit, consumers with concerns should ensure they have registered their
complaint with the Administrators by e-mail of letter.
If the matter cannot be simply resolved the consumer should ensure that their complaint is registered
with the credit card or finance company involved.
Time Tiny branded equipment purchased from other retailers
Some retailers (including Asda, Tesco and Woolworths) sold Time and Tiny computers as boxed
systems and packages.
Your rights remain against the seller of the equipment. This applies however you paid for the goods,
cash credit card, debit card, store card etc.
If the package supplied included support, the retailer has liability for the services that Time Group had
agreed to provide.
This will not apply to arrangements, for extended warranty packages that you made, after purchased,
directly with the Time Group.
If you have purchased an extended warranty directly then you are in the same position as a Time
Group customer and if you used a credit card to purchase you should ensure you pursue your claim
with the Credit Card Company involved
As support will no longer be provided it is in your interest to verify how the retailer intends to provide
the necessary service in the future. If no arrangement is put in place you will have a potentially valid
claim for damages for the cost of providing comparable support.
Some retailers are continuing to sell Time Packages without advising of the Time Groups failure. The
goods include the support provided and purchasers should look to the retailer for redress if suitable
comparable support services are not made available.
Goods ordered, paid for, but not yet supplied
The legal situation with deposits and pre-payments is complex. If the goods exist you as a consumer
may have a valid claim for the item or for some part of its value. The Administrators will have regard to
this in dealing with claims made. Please bear in mind that it can take a significant time for a company
in Administration to resolve its assets and liabilities. If you have any other route to make a claim, i.e.
have paid by credit card in part or full, then you should pursue the alternative route of redress that is
more clear-cut and straightforward.
The joint administrators have set up a dedicated help line to assist customers and creditors, including
those customers who have recently made purchases but have not yet received their goods on
0870 381 7097
This number has been difficult to connect to and some callers have received unobtainable tone.
Grant Thornton are now requesting consumer enquires are done by email to
The receivers also say that there is an existing customer helpline that is active on
0870 830 3288
Alternatively you can register your claim dispute by contacting them at:
Time Group in Administration
Grant Thornton House
Equipment in possession of Time Group for repair/upgrade.
The goods are yours and should be returned to you.
There is an existing customer helpline that is active on
0870 830 3288
It has to be accepted when a company goes out of business that tracking and location of goods
becomes difficult. If the goods cannot be traced the claim you would have a claim under Torts
Interference with Goods Act.
As it is likely that no monies will be available for claims of this nature it is in your interest to make
known your claim for the equipment as soon as possible to maximise the possibility of it being traced.
If the goods cannot be located the position depends on the circumstances and the method of
For equipment at Time Group for a repair under warranty, you should pursue your claim against the
Finance company or Credit Card company. Your claim is for the value of the goods. This is not
necessarily the cost you initially paid. You would also have a claim for the unexpired portion of any
extended warranty you had purchased.
For equipment at Time Group for upgrade etc ( not warranty or repair works) The claim depends on
how you paid for the upgrade and its cost. As long as the cost exceeded £100 and you paid partially or
in full by credit card, then you have a valid claim for the costs incurred AND the value of the equipment
as consequential loss.
Warranties Guarantees and Statutory rights
If people are having a specific problem with a warranty then they can call
0870 166 8812
Your rights for faults which occur, or may occur in the future, depends on the purchase made.
Whether they apply to you depends on the situation and circumstances. Please bear in mind that your
rights are against Time Group or the company who sold the system to you. If you have paid cash or
used a debit card for a purchase from the Time Group the possibility of any redress is unlikely. The
possibility of redress depends on having used credit card, taken up credit facility offered through Time
Group or where the purchase made via a third party retailer.
All consumers are entitled to the equipment supplied being fit for purpose and of satisfactory quality
under the Sale of Goods Act. Where a fault arises within the first 6 months and the consumer requires
a repair or replacement the burden of proof is on the seller to show the goods were compliant with the
contract at the time of supply.
In addition to statutory rights Time Group provided a 12-month Return to Base Warranty with agreed
procedures for dealing with problems that may arise not necessarily covered by the consumer’s rights
under the Sale of Goods Act. This included the provision of a technical support service.
As an optional additional product Time Group also provided an extended warranties for an additional
charge depending on its length/coverage etc.
The failure of Time Group has clearly left ALL customers potentially being without the support and
service they purchased. Whether or not it is immediately required is not relevant as the service they
purchased, either as part of the product supplied or as a service at additional cost, included in effect
an insurance against problems that may arise. The lack of this gives rise to a potential claim against
the credit provider.
It is in all purchasers’ interest to verify how this is going to be provided.
It is hoped and expected that the finance company and the credit card companies will put in place
appropriate support for their customers.
Goods Received but yet paid for on extended credit terms
Subject to the agreement having been properly drawn up the credit agreement is still enforceable and
payment is due.
You do however have rights against the finance company involved. It is in your interest to verify how
the Finance company is going to fulfil the obligations under the contract.
If you have any doubt as to the agreement documentation you should contact your own Trading
Standards Service for clarification.
FAQs and Situations
I have paid on Wednesday over the Internet. Have I any chance of getting my money back?
If payment was made after administration of the companies [11.30 on Wednesday 27.7.05] then the
money will be safe whatever the method of payment.
If you paid before administration
By debit card then the money forms part of the assets of the company. You will be an unsecured
If you paid by credit card then you should make your claim against the card company.
I am awaiting delivery of an order.
It is unlikely you will get any goods. The carriers Time Group used quickly delivered goods. You
should accordingly make a claim.
If you paid by Credit Card make your claim to your credit card company
If you had entered into a credit agreement contact the company to ensure agreement is cancelled.
If you paid part by debit card and the residue by credit agreement then the finance company has
liability for the debit card transaction.
Am awaiting delivery or recently received within 7 working days.
You have a right under Distance Selling Regulations to cancel contracts concluded at a distance up to
7 working days after delivery. You can exercise this by posting a letter of cancellation. It would be
good practice in the circumstances to send a copy of the cancellation to the Credit Card or Finance
I have goods at time for repair/upgrade.
The Administrators will be endeavouring to resolve problems of repaired goods as soon as
possible. Contact the company by e-mail
If the goods are returned and are still faulty not repaired your rights depend on how you paid.
I have received my goods in the very recent past. Can I reject?
If you have paid by credit card or by Finance you are have the same rights against the Finance
companies involved as you would have had against Time Group.
The goods include the associated services that Time Group provided. This included as a minimum a
12 month Return to Base Warranty and customer support lines. If suitable arrangements are not put in
place by the finance companies or Credit Card companies you have a sound claim to reject the goods.
The case for rejection is more compelling the closer you are to the date of delivery. If you have only
just received the computer you have a stronger case than if you had received the computer 3 weeks
I want to reject, as I am not going to have confidence in the back up I will receive.
Contact your Credit card, or Finance company immediately and advise of the rejection.
I have not got back up software in case the computer crashes. How will I get the system up and
Time systems were provided with an OEM preloaded version of software. A back up of the software
was provided on a partitioned part of the hard drive. A reload disc was sold to consumers. If this is
now not made available then there is a strong argument that the goods are not of Satisfactory Quality.
You will have a valid claim against the Credit Card or Finance company.
My modem was optimised to Supanet ISP how do I now get it reset?
Time provided a download to disable this. If not available on Supanet web page then you should go to
your Credit Card or Finance company.
My computer is faulty I have had it for less than 6 months.
You have a right to request a repair or replacement if a fault arises in the first 6 months under the Sale
of goods Act (as amended). You have a right to pursue this against the Credit Card or Finance
company involved. The assumption is that the fault was in existence at the time of supply. In the event
of it not being shown that the fault did not exist the repair replacement should be provided “ without
significant inconvenience to the consumer”
If the problem is not sorted quickly the consumer therefore has the right to pursue a claim for a full or
partial refund. While the consumer should accept some delay the turn around of the complaint should
If arrangements are not put in place to provide ongoing support then a full or partial refund can be
My computer is faulty I have had it more than 6 months.
You as a consumer have to prove the computer is faulty. Once you have done this the Credit Card or
Finance companies have liability for the faults.
Register your fault by e-mailing:
If the matter is not resolved and you can prove that the fault exists contact your Credit Card or Finance
I have an extended warranty will it still be supported.
It would be hoped that some support will continue in the short term. A number of staff have been
retained to provide technical and customer support. If you have doubts about this you should register
your claim against the Credit Card or Finance company.
I paid for my computer system at the end of the interest free period by cheque/debit card.
You have rights against the finance company involved. You will have entered into a credit agreement
with an option of early payment without penalty. You still retain your S75 rights against the Finance
I am still in the interest free/ deferred period do I have to pay?
If the agreement was properly set up then it is enforceable and valid. Please however note that you
were buying a computer and the associated support. If the support is not made available or you have
problems with the computer you have a claim against the Finance Company under S75 Consumer
In the absence of any irregularity you would be well advised to take advantage of the
deferment/interest free option rather that incur interest charges.
Payment in full on the agreement does not end the liability of the Finance company for faults or failure
to provide contracted services.
What do you mean by irregularities in Finance Agreements?
The Consumer Credit Act lays down strict requirements for documentation and the way in which it is
filled in. If certain requirements are not satisfied the agreement may be unenforceable.
• Both you the consumer and the Finance Company must sign the agreement. If you were sent
the agreement but did not sign then there is no agreement.
• If you discussed the purchase of the computer in The Computer Shop retail outlet AND then
purchased over the phone or over the Internet you should have cancellation rights on your
If either of these occurs then the agreement is unenforceable.
Will I get further information on what is happening?
If you register yourself with the Administrators you will be kept informed.
If you have any concerns over the goods or services you purchased then you should seek advice of
the Credit Card or Finance companies
Continued next page
STEP-BY-STEP GUIDE TO SEEING IF A COMPLAINT CAN BE MADE
AND HOW TO DO IT.
Please follow the simple steps to see if you can resolve your problem.
Who can I take action against?
You will have a claim against the Time Group through the Administrator. It is however
unlikely there will be any money for unsecured creditors. You should however register your
You are however likely to have others you could take action against according to how did you
I paid by Credit Card
You have rights against the credit card company if you had a justifiable claim against a Time
But I only paid the deposit.
It does not matter. As long as the cash price of the goods was more than £100 you can take
action against the Credit Card Company under S75 of the Consumer Credit Act 1974.
I paid the bill in full.
Not important. As long as you have paid by credit card you can take action.
I’ve lost the receipt.
The obligation is for you to prove that you paid by this means. But it is only proof on balance.
You have no problem starting the process although it would of course be better if you had
some proof. Check to see if a credit card statement or the Time Group receipt makes any
I paid by a cheque, or cash.
Unfortunately you have no one to make your claim against other than the Administrator.
(Unless you only paid this way after an interest free or deferred credit period in which case
I paid by debit card.
For complaints with non-delivery, where the goods were delivered faulty or for faulty goods
soon after purchase you may have a right to some redress. Contact your card issuer and ask
them to charge back the transaction. Failure to do this could give you a claim that could be
taken to the Financial Services Authority.
Guidance on limited rights with Debit Cards
I paid by a Credit agreement or a credit agreement had been set up.
You have rights against the Finance Company if you had a justifiable claim against a Time
But I paid the cash price within the interest free period.
Not important. As long as a credit agreement existed when you agreed to purchase then you
can take action.
The agreement has not yet started. Do I still have to pay?
The agreement stands on its own and you need to consider carefully whether you have a
right to repudiate the whole contract and be released from the credit deal. If you have a
major problem this may be a possibility but you should take advice on your particular
complaint. You need to avoid the risk of having liability for interest which you may have
avoided. Your rights against the finance company still exist even if you pay the credit
Do I have an actionable complaint?
On a practical basis you do not have an actionable claim if a comparable service has been
put in place by for example:
• The Administrator while he is running the business
• The Finance company you purchased through
• The Credit Card Company you purchased through or Time Groups merchant
Your rights under S75 of the Consumer Credit Act are clear and comprehensive. It would be
hoped that a suitable arrangements will be put in place.
While it is reasonable to allow some time for this to be put in place it should not put you to
significant or prolonged inconvenience. Even when Time Group was operating there would
be some delay. For example exploring whether technical support could resolve the problem
before the equipment was uplifted for repair. If you are not getting your complaint/issue
progressed you have every right to take the matter further.
I feel my complaint is not being taken seriously. I am being told to ring back or wait 4
weeks for the situation to settle down.
It is understandable that at the early stages of Administration there will be delays in putting in
suitable arrangements. Good advice is to give a reasonable time for the matters to stabilise
but then to insist that the complaint is actioned or you will pursue further. 4 weeks should be
an absolute maximum and should be reduced quickly to the turn round period Time Group
Each case depends on the circumstances but if you have purchased a premium warranty
product with rapid turnaround you have every right to expect this to be quickly replicated. If it
is not then you have a sound claim for redress and compensation.
What type of complaints can I realistically expect some redress
The types of complaints that can be taken are any that could have been taken against the
Give me some examples.
It is important that you are able to justify the complaint made, so this list is dependent on the
facts and the individual circumstances. Complaints will fall into a number of distinct types. I
have listed the common problems you will face with each one. This is however a list, which in
particular circumstances could be added to.
Goods not delivered.
There are some goods (computers plasma screens etc) which were on the point of being
delivered or released for delivery. These will be delivered. If this applies to you then you will
be informed. You still need to check the goods and would have a claim if they are faulty or
otherwise not as the contract. In all other circumstances you will have a clear claim for non-
Goods delivered different from that ordered.
If the system/equipment was described in advertisements or marketing as having specific
characteristics, such as the make of CDR players, then you have a fairly clear action. You
would preferably have to show how you have suffered detriment.
Parts missing from delivery.
This is straightforward and clearly actionable. You do need however need to prove you have
acted quickly in notifying Time Group of the missing items.
Service not provided that was part of the contract.
Even if no additional warranty was purchased Time group provided a service to its customers
over and above its obligations under the Sale of Goods Act. For example PCs all were
provided with a 12 month “return to Base” warranty, which provided a repair of equipment
and reload of software sometimes even where the fault may have been caused by the
Failure to provide additional services promised in extended warranty/guarantee.
This depends on whether a service continues to be provided and whether it meets the
standards of the contract. It is highly unlikely that the service provided by the Administrators
will be continued to the end of warranty period.
Claims that were in process of being resolved by Time Group.
If you had been resolving a dispute with Time then you have a right to take this forward as an
Charges for premium rate support calls.
If the calls were to provide you with information to resolve faults caused by your action then
the charges are unlikely to be recoverable. If however you were simply forced to use the
premium rate phone lines for an otherwise justified complaint then the cost of the call is
Charges for returning goods for repair under the 12 month RTB warranty
Under the Time Group “Return to Base Warranty” the customer was liable for the cost of
carriage. However Time Group allowed customers who obtained an RMA number to return
via the retail stores at no charge. Unless a similar service is put in place it is therefore clear
that you should not have to pay carriage charges.
Charges for returning goods that are faulty contrary to Sale of Goods Act rights
If the goods are faulty then any additional costs that are incurred are recoverable
This is again straightforward and actionable so long as you can justify the fault. Your rights
are under the Sale of Goods Act 1979 as amended by the Sale and Supply of Goods to
Consumer Regulations 2002.
First 6 months
The assumption is that the fault was in existence at the time of supply.
You have a right to request a repair or replacement .You have a right to pursue this
against the Credit Card or Finance company involved. In the event of it not being
shown that the fault did not exist the repair replacement should be provided “ without
significant inconvenience to the consumer”
If the problem is not sorted quickly the consumer therefore has the right to pursue a
claim for a full or partial refund. While the consumer should accept some delay the
turn around of the complaint should be reasonable. If arrangements are not put in
place to provide ongoing support then a full or partial refund can be claimed.
More than 6 month after purchase or where you want immediate refund
You have to prove that there is a fault. Once this is confirmed you have a claim the
remedy depending on the circumstances
What do I do next?
Put you complaint in writing to your Credit Card or Finance company. A guide letter is
included for you to use and adapt.
Ensure you put as much detail as possible and show yourself to be reasonable in your
request. E.g If your keyboard or mouse is the only item defective keep the claim to this.
Remember in all cases to ensure you cover the possible future problems that may arise.
It is perfectly reasonable to request full details of how continued support is going to be
If I make a claim and something else happens what do I do?
Quite simple. Make another claim. Your rights can last for up to 6 years depending on the
circumstances. Don’t expect a mouse to last this long but it is fully reasonable if you have
purchased an extended warranty for you to make a claim within its currency if the service you
paid for is not provided.
For items not covered in this advice please seek advice from your own Trading Standards Service.
This can be found @ http://www.tradingstandards.gov.uk/
Or contact Consumer Direct. On 0845 04 05 06 or see http://www.consumerdirect.gov.uk/
FOR LANCASHIRE CONSUMERS ONLY please contact our consumer advice line on 0845 600 1352
or 01772 533573
This is an assessment of the legal position that only the Courts can confirm. It is given in good faith
and will be amended and revised as information becomes available.
Lancashire Trading Standards
58 – 60 Guildhall Street
Version 8 2.8.05 1200
GUIDE LETTER TO CREDIT CARD AND FINANCE COMPANIES UNDER S75
CONSUMER CREDIT ACT
Your Credit Card company
Address will be on your monthly statement
And or to
The Finance company the credit agreement was set up with.
Address will be on credit agreement.
Time/Tiny/the Computer Shop in Administration and S75 Consumer Credit Act 1974
[My Credit Card Reference [provide the name of the card involved and your Account
[My Account Reference [found in the credit agreement]]
On [insert date you purchased the item(s) of equipment] I purchase the following
goods and services from a Granville Technology/Time Group company.
[List the goods purchased][ or ][see attached a copy of the order/purchase schedule]
I have been made aware that the company was placed in administration on 27.7.05
with Grant Thornton acting as Administrators.
[Payment was made using a credit card issued by your company.][ or ][ the goods
were financed by a credit agreement with you company]
I have been advised that you have equal liability for any breach of contract or
misrepresentation that may have occurred under S75 of the Consumer Credit Act
I am clearly concerned at the failure of the company and would ask for information as
to the way in which you intend to deal with issues that arise.
The following are issues of concern:
[Include any of these that are applicable to your particular situation]
• The equipment was sold with a 12 month “Return to Base Warranty”. This
included support in the case of defects over and above my rights under the
Sale of Goods Act. It further allowed me to return goods that were faulty at no
cost via the retail outlets of the Computer Shop. What provision are you
putting in place to replace this service or do you accept full responsibility for
the additional cost that will be incurred as a result?
• A premium warranty [i.e. Cover Gold] was purchased. This service is no longer
available. Whilst this service may not be immediately needed, the availability
of the service is one of the reasons it was purchased. It included free
collection and return of faulty equipment during the currency of the agreement.
As this is not available can you please advise what alternative arrangements
you are putting in place or how you intend to reimburse me for the cost
• The lack of an accessible customer support line. The service being provided
by the Administrators is overwhelmed and I cannot get through if I need help.
• Premium Phone Support. If I have a problem with faulty equipment I am being
asked to pay premium phone rates to attempt getting it resolved. As the goods
were supplied with support as part of the package what alternative
arrangements are in place. I have had to pay charges of £1 per minute to get
faults put right related to the goods being faulty or inadequate instructions
being provided. How do you intend to make arrangements to reimburse me?
• I was/am in dispute with Time over the equipment concerning the following
• Paid for goods not supplied. [Add some detail of the complaint]
• The good supplied are different from those ordered. [Add some detail of
• The goods sold have become faulty within 6 months of supply. I would ask
you to repair, replace or refund me in accordance with my rights under the
Sale of Goods Act as amended by the Sale and Supply of Goods to
Consumer Regulations 2002. [Add some detail of the complaint]
• The goods were supplied more than 6 months ago. I would ask you to
confirm how you wish this complaint to be progressed and what expert you
would accept as competent to assess the validity of the goods not being of
satisfactory quality under the Sale of Goods Act 1979.faulty after 6 months.
[Add some detail of the complaint]
In the event of these issues/problems not being addressed I reserve the right to
pursue an action against you in the County Court. I hope this will not be necessary
and suitable alternative arrangements are put in place and my individual complaint
Your Full Address
Note for sending letter of complaint
Please make sure that you personalise this letter to your own situation.
You need to:
Select whether it is being sent to a Credit Card company OR a finance company.
Remember that if you have paid off the agreement in full you still have the S75 rights.
You do need to produce sufficient detail for the transaction being traced. If you have
a credit card receipt or a copy of the finance agreement it would do no harm to
provide a copy of this with your complaint. But keep the original.
If you have a sales order or invoice detailing what has been supplied send a copy
other wise list the items purchased.
Where there are [ ] you need to select the option(s) which apply.
For the bulleted items select those that apply and add any additional information to
more fully explain your individual situation.
Keep a copy of the letter.
If further problems arise or you have problem for the first time you can send follow on
information at any time.
Keep a log of anything that occurs including any cost that you incur as a result.
Lancashire Trading Standards
Debit Card Purchases - Specific situation guidance
For most situations where you have paid for goods by Debit Card you will be treated as a
cash purchaser and have very limited rights
However if you have just purchased by debit card and have not received the goods or
received them in a faulty condition then you may be able to make a claim via your Debit Card
In effect it means that consumers who have used Debit cards might be able to make a claim.
Most card issuers whether credit or debit can unwind a deal if it is believed to be incorrect, or
In reality what they do is to "charge back" the transaction to the supplying company's
This is regularly done with credit card transactions less frequently with debit cards where it
normally only applies to fraudulent transactions. However there is no reason why it can't be
used for clear and unequivocal immediate breaches for example for purchases they have not
received or received faulty.
The customer should request that the card issuer dispute the transaction under the charge
The card issuer should then make a claim in effect against the merchant acquirer
If the card issuer fails to do so then a complaint can be raised with the Financial Ombudsman
Services who can be contacted at the following link
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
The FOS note on this situation is at the following link
Please not that this only applies in limited circumstances and not with all Debit Cards.