How to Complain

Before making a complaint it is advisable to have an understanding of the law and your rights concerning your complaint. You do not need a law degree to stand up for yourself when faced with a trader, for example, who refuses to accept responsibility for faulty goods.

There are substantial laws which protect consumers. You can read the following Trading Standards Institute advice leaflets which provide a thorough summary of the most relevant consumer laws, including advice on how to use them effectively. There are also links to a wide range of other advice leaflets published online by the Trading Standards Institute:

1.	TSI Advice leaflet - Buying Goods (England, Wales, Northern Ireland)
2.	TSI Advice leaflet - Buying Goods (Scotland)
3.	TSI Advice leaflet - Buying Services (England, Wales, Northern Ireland)
4.	TSI Advice leaflet - Buying Services (Scotland)
5.	Others (inc. Internet Shopping and Buying on Credit)

Rights as a customer/client/patient

Again, there are susbtantial laws, translated into charters and mission statements, which state your rights as a user of most public and private services. You can access most of these online. We have links to the Mission Statements/Charters of major agencies and organisations. You will find most companies have their mission statements on their website. The list is too extensive to add at the moment so please search the relevant company website directly.

Rights as a citizen

For your interest and general purpose, you can view a wide range of documents such as the Magna Carta, the US Declaration of Independence and the treaties and documents that led to the recent Human Rights Act. You will find legislation concerning Employment Law and Race Discrimination. Lots more interesting and relevant documents and information will be added as time goes on so watch this space.