BOSS: The Faulty Phone Fight

Questions you'll answer

Quick facts

• Fact: “Because Mo bought it online, Mo could ALSO have cancelled within 14 days of delivery for any reason.” — Online purchases from a business usually come with a 14-day cooling-off period. Day 40 is too late for that, though.
• Fact: “Mo can use Section 75, even though only £100 went on the credit card.” — The item cost over £100 and part was paid on credit. Section 75 can cover the full £650.
• Myth: “Mo needs the original box to claim.” — Packaging isn't a requirement for faulty goods claims.
• Red flag: “Dear Customer,” — Generic greeting. A firm genuinely handling your complaint would use your name.
• Red flag: “We see your phone complaint is stuck.” — A firm you never contacted knows about your complaint. That's the hook (they may have spotted a public post).
• Red flag: “We can guarantee you a full refund in 24 hours” — Nobody can guarantee the outcome of a complaint.
• Red flag: “for a small admin fee of £49,” — Upfront fees for complaints you could make yourself for free = red flag.
• Red flag: “paid by gift card.” — Gift card payments are a hallmark of scams.
• Red flag: “Please also send a photo of your bank card, front and back.” — Never share full card details. No genuine complaint service needs them.
• The £100 paid on credit card (item cost £650) → Section 75 claim. Section 75 makes the card provider jointly liable — potentially for the whole £650.
• The £550 paid on debit card, if not covered by the Section 75 claim → Chargeback. Debit card = chargeback. Act fast, time limits apply.
• Ronnie's 'admin fee' → Not needed. Never pay it, and there's nothing to claim back. Report the email instead.

More in Consumer Rights

• Ombudsman era
• Small claims, big energy
• Ronnie's refund department

All 12 Consumer Rights lessons

Related topics

• Big Purchases
• Scams & Fraud
• Bills & Subscriptions