An Unlevel Playing Field.
Every single day, we buy things. From the weekly shop to a new mobile phone contract, we are constantly entering into agreements with businesses. Most of the time, everything goes smoothly. But when a product is faulty, or a service isn't up to scratch, the balance of power feels completely off. You're just one person, often up against a huge company with a call centre designed to wear you down.
Going head-to-head with a big corporation can make you feel like giving up, but that's exactly what they want. What they don't advertise is that the law is stacked in your favour, with a suite of protections to stop you from being mistreated. Knowing what you're entitled to and how to claim it is what truly shifts the balance of power.
What You're Entitled To.
The law is actually very straightforward. If you buy a product, it has to work properly, be suitable for its purpose, and match the description you were given. If that new washing machine floods your kitchen on its first cycle, the seller has broken their contract with you. That gives you an undeniable right to get your money back, have the item fixed, or be given a new one that works.
The same principle applies to services. If you hire a professional, they have to carry out their work with what the law calls 'reasonable care and skill'. A decorator who leaves paint all over your new carpet or a holiday that bears no resemblance to the glossy brochure has failed to meet this standard. When this happens, you have the right to demand they redo the work or give you a partial refund. That’s not them being generous; that’s the law.
Making Your Voice Heard.
The first step is always to complain directly to the company. A polite but firm letter or email that clearly explains the problem, what you want them to do about it, and which of your rights they've breached can be surprisingly effective. Many businesses will want to resolve the issue quickly to avoid bad publicity.
When the company stonewalls you or offers a pathetic solution, that's not the end of the road. For many industries, there are independent bodies called ombudsmen who can step in. These schemes are free for you to use and are set up to provide an impartial ruling on your complaint. An ombudsman can look at the facts and order the company to put things right, giving you a powerful route to justice without the stress and expense of court.
Fighting Your Corner.
Let's be realistic. Arguing with a large company can be an exhausting, uphill battle. They might use legal jargon, delay their responses, or just hope you'll get fed up and go away. This is where getting professional help can make all the difference.
We specialise in standing up for the individual. Our role is to become your champion, taking over the stressful communications and meticulously putting together your case.
We're fluent in consumer law, wise to the corporate playbook, and skilled at navigating the official complaint systems. We step in to balance the scales and fight to get you the result you're entitled to.
