Question: I recently undertook a full refurbishment of my kitchen, including buying all new integrated electrical appliances. While I got a good deal from my retailer after buying all of the goods in the one store, my oven stopped working over a month later. Since then, I feel like I’m being passed from pillar to post by the shop with no satisfactory outcome. What can I do?
Answer: Sometimes problems arise after you buy or are gifted electrical items, goods or services. Many people hate complaining, and it can be time-consuming and frustrating. But there are things you can do to resolve the issue promptly.
When a situation like this happens, it’s vital that you know your consumer rights in relation to the different areas and that you have a valid reason to complain.
According to figures from the Competition and Consumer Protection Commission (CCPC), almost 45,000 people contacted its consumer helpline last year, a massive jump of 5,000 on the previous 12 months.
Issues with cars were the biggest call driver, with almost 5,500 contacts about vehicles. This was followed by telecommunications and home building/improvements. Almost 9,500 people had problems with faulty goods or services in 2024.
You can contact the CCPC consumer helpline at 01 402 5555 Monday to Friday from 9am to 6pm, or email: ask@ccpc.ie. Your local Citizens Information Centre can also advise you at 0818 07 4000, Monday to Friday, 9am to 8pm.
CCPC spokeswoman Grainne Griffin says they are glad to see growing numbers of consumers are checking their rights when they run into difficulties.
“Our helpline reports shine a light on the challenges faced by consumers; these aren’t trivial, and neither are costs involved. The average cost quoted by a caller to our helpline was just over €6,000.
“This is driven by very high costs related to second-hand cars and home improvements. Those consumers cannot use the small claims courts to resolve their issue as this only deals with cases up to €2,000,” she stresses.
Often however, the issue can be resolved between you and the retailer quickly and efficiently by simply talking to them in person, or on the phone. Ask to speak to a supervisor or manager. The Consumers’ Association of Ireland advises anyone making a complaint in person to be “polite but firm”.
If you’re referred to a customer care email or online help, be sure to screenshot your interactions. Keep your receipt and documentation relating to the appliance.
Consumer law
In relation to faulty goods, you are protected under consumer law, according to the CCPC, which urges shoppers to stay informed in relation to their rights and act fast if a problem arises. The Consumer Rights Act 2022 requires that a business supply a product that:
Is fit for the purpose it’s used for.Works for a reasonable time with normal use.Can be used for the purpose the business knew you bought it for.Matches what is outlined in your contract.Matches any descriptions you saw.Installed correctly by the business.the Consumers’ Association of Ireland advises anyone making a complaint in person to be “polite but firm”
If a business has not lived up to its legal obligations, then it must fix the issue. The CCPC advises that where an item has a fault, the buyer has several options.
Firstly, if the fault happened within 30 days, you have the right to cancel the purchase and get a full refund. However, you have to inform the business in writing within 30 days of receiving the product and return the goods to the business. You can also ask for a repair or a replacement.
If the problem occurs after 30 days, you can ask for the goods to be repaired or replaced, ask for a refund, or look at withholding a proportionate amount of any outstanding payment that you owe.
If you opt for a repair or replacement, this should be provided by the business free of charge and without causing inconvenience. The shopper can also ask for a refund or price reduction if repair or replacement is not an option.
Formal complaint
If none of the above works, then it’s time to consider a written complaint to the business. You must include all the details of your purchase and your own contact details. Include a copy of your receipt, details of the fault, and how you tried to resolve the issue.
If this yields no satisfaction, your other option is the small claims court. This procedure can assist you to resolve a dispute for up to €2,000, generally without a solicitor. For items over €2,000, you will need to get legal representation.
Other avenues to explore could be the European Commission online dispute resolution platform which allows you to make a complaint about goods or services you bought online in Ireland or in the European Union or the EU small claims procedure. Alternatively, you could look at reversing the transaction with your bank.
See ccpc.ie, citizensinformation.ie or ccai.ie
Question: I recently undertook a full refurbishment of my kitchen, including buying all new integrated electrical appliances. While I got a good deal from my retailer after buying all of the goods in the one store, my oven stopped working over a month later. Since then, I feel like I’m being passed from pillar to post by the shop with no satisfactory outcome. What can I do?
Answer: Sometimes problems arise after you buy or are gifted electrical items, goods or services. Many people hate complaining, and it can be time-consuming and frustrating. But there are things you can do to resolve the issue promptly.
When a situation like this happens, it’s vital that you know your consumer rights in relation to the different areas and that you have a valid reason to complain.
According to figures from the Competition and Consumer Protection Commission (CCPC), almost 45,000 people contacted its consumer helpline last year, a massive jump of 5,000 on the previous 12 months.
Issues with cars were the biggest call driver, with almost 5,500 contacts about vehicles. This was followed by telecommunications and home building/improvements. Almost 9,500 people had problems with faulty goods or services in 2024.
You can contact the CCPC consumer helpline at 01 402 5555 Monday to Friday from 9am to 6pm, or email: ask@ccpc.ie. Your local Citizens Information Centre can also advise you at 0818 07 4000, Monday to Friday, 9am to 8pm.
CCPC spokeswoman Grainne Griffin says they are glad to see growing numbers of consumers are checking their rights when they run into difficulties.
“Our helpline reports shine a light on the challenges faced by consumers; these aren’t trivial, and neither are costs involved. The average cost quoted by a caller to our helpline was just over €6,000.
“This is driven by very high costs related to second-hand cars and home improvements. Those consumers cannot use the small claims courts to resolve their issue as this only deals with cases up to €2,000,” she stresses.
Often however, the issue can be resolved between you and the retailer quickly and efficiently by simply talking to them in person, or on the phone. Ask to speak to a supervisor or manager. The Consumers’ Association of Ireland advises anyone making a complaint in person to be “polite but firm”.
If you’re referred to a customer care email or online help, be sure to screenshot your interactions. Keep your receipt and documentation relating to the appliance.
Consumer law
In relation to faulty goods, you are protected under consumer law, according to the CCPC, which urges shoppers to stay informed in relation to their rights and act fast if a problem arises. The Consumer Rights Act 2022 requires that a business supply a product that:
Is fit for the purpose it’s used for.Works for a reasonable time with normal use.Can be used for the purpose the business knew you bought it for.Matches what is outlined in your contract.Matches any descriptions you saw.Installed correctly by the business.the Consumers’ Association of Ireland advises anyone making a complaint in person to be “polite but firm”
If a business has not lived up to its legal obligations, then it must fix the issue. The CCPC advises that where an item has a fault, the buyer has several options.
Firstly, if the fault happened within 30 days, you have the right to cancel the purchase and get a full refund. However, you have to inform the business in writing within 30 days of receiving the product and return the goods to the business. You can also ask for a repair or a replacement.
If the problem occurs after 30 days, you can ask for the goods to be repaired or replaced, ask for a refund, or look at withholding a proportionate amount of any outstanding payment that you owe.
If you opt for a repair or replacement, this should be provided by the business free of charge and without causing inconvenience. The shopper can also ask for a refund or price reduction if repair or replacement is not an option.
Formal complaint
If none of the above works, then it’s time to consider a written complaint to the business. You must include all the details of your purchase and your own contact details. Include a copy of your receipt, details of the fault, and how you tried to resolve the issue.
If this yields no satisfaction, your other option is the small claims court. This procedure can assist you to resolve a dispute for up to €2,000, generally without a solicitor. For items over €2,000, you will need to get legal representation.
Other avenues to explore could be the European Commission online dispute resolution platform which allows you to make a complaint about goods or services you bought online in Ireland or in the European Union or the EU small claims procedure. Alternatively, you could look at reversing the transaction with your bank.
See ccpc.ie, citizensinformation.ie or ccai.ie
SHARING OPTIONS