Consumer Agencies & Letter Writing - Chapter 5

Question 1

1. Distinguish between a valid & non valid complaint

Answer 1

A valid complaint is for example you bought an IPad but the screen froze and an invalid complaint is for example you change your mind about the product.

Question 2

2. Name the steps involved in making a complaint about a good or service

Answer 2

1. Stop using the product 2. Go back to shop with proof of purchase 3. Explain problem to manager 4. Write a letter of complaint to the shop 5. Get advice from a Third Party (CCPC, CAI) 6. Submit complaint to Small Claims Court.

Question 3

3. Write a formal letter / email to a trader in relation to a faulty good or service

Answer 3

Letter / Email of complaint : Chapter 5, Slides 10, 11

Question 4

4. Name and outline the functions of four consumer agencies.

Answer 4

CCPC, CAI, Small Claims Court, The Ombudsman. The CCPC is a state owned body set up by law to protect consumers. The CAI is an independent non-profit, non-government organisation, funded by the membership of consumers to protect consumers. The Small Claims Court helps with handling consumer claims easily, quickly and cheaply without involving a solicitor. The Ombudsman’s role is too investigate complaints made by consumers who have been unfairly treated by public bodies.