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If you have bought faulty goods or had shoddy work done and you paid by credit card (or even just a deposit) OR the trader arranged credit for you, as long as the goods or work cost more than £100 you have extra rights.

The law makes the credit card company responsible for faulty goods, poor quality work or inadequate services. If you have a problem, contact both the trader and the credit company. When you contact the credit company, write to the head office and give your account number. You will find these details on your credit agreement or any statements they send you.

Send your letter by recorded delivery and keep a copy of your letter. If the credit company asks for more information be as helpful as you can. This may help them solve the problem. If they ask for receipts or other documents, send them copies, not the originals. Keep a copy of your reply.

If the credit company offers to do something but not what you asked for, you can accept or negotiate with them for a better offer. Be reasonable in what you are prepared to accept. Sometimes it can be better to compromise.

If the credit company doesn’t reply to your letters or refuses to do anything, contact your Consumer Adviser who may be able to take the matter up for you.

You can claim against the trader and / or the credit card company if the goods or work have been paid for using a credit card and the goods or work cost more than £100. If the trader arranged the finance for you then you may have additional rights.

Don't stop making payments

If you stop your credit payments, you break your side of the agreement and could be sued / and find it hard getting credit in the future.

You can cancel

If you recently signed the credit agreement at home OR you sign an agreement as a result of an unsolicited visit to your home. [This is also available for cash transactions].