£180 – £300

Principles of consumer law and understanding home improvement complaints

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Stevenage

Stevenage

SG1

United Kingdom

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Description

This course will provide delegates with the principles of consumer legislation and the information they need to understand issues surrounding vulnerable complainants.

The course draws from the experience of The Furniture Ombudsman in handling consumer disputes for 25 years.

What it will cover

The legal definition of a contract

  • A study of the various elements that make up a contract, and how this affects your day to day business.

Statutory rights

  • A look at the rights and responsibilities that arise from consumer legislation.

The Sale of Goods Act and The Supply of Goods and Services Act

  • A study of the main elements of these acts and how they relate to day to day transactions.

Consumers’ entitlements with regard to remedies

  • A discussion about what the consumer is likely to be entitled to, as opposed to a retailer’s policy with regard to “goodwill”.

Consumer Expectations vs. Consumer Entitlement

  • A discussion as to what the consumer may be looking for when entering into a home improvement contract, i.e. adding value to their home, lifestyle enhancement, etc.

What the consumer can actually expect to receive

  • A look at what the law states and how it can be applied to home improvement contracts.

Common Home Improvement Complaints

  • Delay & Inconvenience; loss of facilities; pricing of goods/services; damage to property; quality of fitting; design issues; supply only contract issues etc: Do you know how best to deal with these complaints or even if you should?

Validity of Complaints and Potential Remedies

  • A study of how to identify whether such complaints are justified and a look at how to deal with such complaints quickly and cost effectively.

Consolidation

  • Case studies from The Furniture Ombudsman.

Who should attend?

  • Anyone who deals with consumers

  • Customer services staff

  • Customer Service Managers

  • Store Managers

  • Team leaders or Supervisors

In-house training

This course can be delivered in-house and tailored to suit your specific needs.

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Stevenage

Stevenage

SG1

United Kingdom

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