Even the bravest person finds it difficult to complain face to face, so if you do not want to do it in person, write a letter. Stick to the facts and keep a copy of what you write. At this stage you should give any receipt numbers, but you should not need to give receipts or other papers to prove you bought the article. If you are not satisfied with the answer you get, or if you do not get a reply, write to the managing director of the firm, shop, or organization. Be sure to keep copies of your own letters and any you receive.

　　If your complaint is a just one, the shopkeeper may offer to replace or repair the faulty article. You may find this an attractive solution. In certain cases you may have the right to refuse the goods and ask for your money back, but this is only where you have hardly used the goods and have acted at once. Even when you cannot refuse the goods you may be able to get some money back as well. And if you have suffered some special loss, if for example a new washing machine tears your clothes, you might receive money to replace them. If the shopkeeper offers you a credit note to be used to buy goods in the same shops but you would rather have money, say no. If you accept a credit note remember that later you will not be able to ask for your money. If the shopkeeper refuses to give you, ask for advice from your Citizens’ Advice Bureau before you accept a credit note. In some cases the shopkeeper does not have to give you your money back---if, for example, he changes an article simply because you don’t like it or it does not fit. He does not have to take back the goods in these circumstances.

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