Complaints About Purchases

Up till now (2015), if the item you ordered did not work, or the mail order item did not arrive, and the retailer refused to resolve the complaint, your last resort was to start proceedings in the small claims court.

Now an impartial complaints service - Ombudsman Services - has set up a new online system to make it easier to complain and seek compensation from online and high street retailers.

1. Complain directly to the company or retailer first.
2. If they refuse to resolve the complaint, visit ombudsman-services.org and follow the step-by-step process.
3. The Ombudsman's decisions are binding and enforceable by law.

Feature in Good Housekeeping, September 2015