The 10 biggest retail rip-offs

Check out the top 10 ways retailers try to rip you off - and find out how to fight back!

It seems that UK consumers have more gripes about second hand cars than about any other purchases.

Consumer Direct has just revealed the top ten categories of complaints it dealt with in 2009. Top of the list come second hand cars bought from independent dealers; some 50,790 complaints were made about them to the service, up 8% on 2008.

The 'terrible top ten' complaints registered went like this:

Interestingly, it was complaints about laptops that recorded the highest year-on-year rise, up a whopping 42% on 2008. Of course, this may well reflect a rapid growth in laptop sales, rather than a higher percentage of faulty goods.

What to do if you think you've been ripped off

If you feel a financial services provider has treated you unfairly, read How to complain when things go wrong.

And if your grievance is with any other sort of retailer, read How to complain - and actually get your way!

If this doesn't get you anywhere, one of your first ports of call should be Consumer Direct. This is a service managed by the Office of Fair Trading, which can provide information on your consumer rights, and advice on how to take things forward.

If you need specialist advice or face-to-face assistance, Consumer Direct is also able to refer you to local authority Trading Standards Services, or to other organisations in the best position to help.

Your rights - need to know

Of course, there's no point complaining if you're in the wrong - and unfortunately, many consumers have several misconceptions about what their rights actually are. So, before you raise a complaint, it's a good idea to 'swot up' on what you are - and aren't - entitled to.

Here are five key points to remember:

1. Have you changed your mind?

Despite what many people believe, you aren't entitled to a refund if you change your mind - as long as the goods are as described and in good order. In fact, you're not even entitled to an exchange or credit note.

The exception is if the retailer in question has a clear and specific policy saying that it is prepared to give you a refund, exchange or credit note in this situation. If so, this is part of the contract you've entered into, and the retailer has to stick to it.

2. Have the goods have been mis-sold?

You will have a much stronger case if the goods or services have been mis-sold to you. This means that they are either not 'as described', or that they are not fit for the purpose highlighted by the seller.

Either way, this constitutes a breach of contract on the part of the retailer or service provider.

3. Are the goods faulty?

A breach of contract also occurs if the goods you receive are faulty. In the case of mis-sold or faulty goods, you are entitled to get some sort of compensation and/or replacement of goods.

However, you are not necessarily entitled to a full and immediate refund - the situation is much more complicated than that and depends on several different factors.

4. Do distance selling regulations apply?

Remember that when you're buying something over the phone or online, you're covered by an extra layer of protection under the current Distance Selling Regulations.

In a nutshell, you're entitled to a seven day 'cooling off' period, during which you can cancel your order at any time.

5. The advertised price

Unfortunately, you are not entitled to purchase an item at the price at which it is advertised. For example, if you see a computer that has been mistakenly priced at £1.99, you can't just take it to the counter and demand you pay that price.

This is because until your offer to pay has been 'accepted' by the trader - and the money has been taken - the trader is under no obligation to sell you that product.

That's just a quick summary of some of your main consumer rights, and their limitations. To find out more about each of the points covered here, read Three consumer rights myths exploded!

Protect yourself with plastic

So, how can you protect yourself against unscrupulous sellers?

One way is to put important purchases on a credit card. Under Section 75 of the Consumer Credit Act (1974), paying by credit card will bolster your legal rights should anything go wrong.

This is because Section 75 gives you the right to claim against your credit card company, as well as the retailer concerned, if there is a problem with your purchase.

The rules apply where the price of a single item bought is at least £100, but no more than £30,000. To find out more about Section 75, read Why credit card spending is wise!

There is also a form of consumer protection for your Visa debit card, known as the Visa debit chargeback scheme. This protection is a little more limited (the rules are not as clear cut as those under Section 75) but you're still better protected than if you pay with cash.

To find out more about the Visa debit chargeback scheme, read Why plastic really is fantastic!

Compare credit cards at lovemoney.com