consumer rights

Coronavirus has put our £20,000 trip to Costa Rica in jeopardy

Coronavirus has put our £20,000 trip to Costa Rica in jeopardy

Travel agent says our trip won’t go ahead, but our choice is postpone or claim on insuranceWe’ve just been told by our travel agent, Holiday Architects, that our holiday to Costa Rica will no longer
Coronavirus: travel insurance policies not paying out in a crisis

Coronavirus: travel insurance policies not paying out in a crisis

Insurers using small print to wriggle out of covering customers who thought they were safeInsurers and warranty providers appear to be rewriting their terms and conditions to avoid payouts during the
How can banks insist that I have a mobile?

How can banks insist that I have a mobile?

I don’t own one but need an authentication code for online transactionsIt is getting very difficult to carry out financial transactions online because I do not carry a mobile phone. In response to the
How UK banks are offering coronavirus support to customers

How UK banks are offering coronavirus support to customers

Lenders to overhaul overdrafts and mortgage repayments to ease financial falloutCoronavirus – latest updatesSee all our coronavirus coverage Britain’s banks have been rushing out measures to help
Why didn’t Hertz give me time to appeal a fine?

Why didn’t Hertz give me time to appeal a fine?

They had paid an alleged bus lane contravention without notifying me so I can’t take any actionI received a £30 penalty charge notice (PCN) plus a £42 admin fee from Hertz for an alleged bus lane
This demand for an unpaid fine can go straight in the bin

This demand for an unpaid fine can go straight in the bin

Credit Limits International has been chasing me for a parking offence in Italy which had been dropped by HertzI have just received a £188 demand from a firm of debt collectors for a parking offence
Some travel firms and airlines refusing to issue refunds – Which?

Some travel firms and airlines refusing to issue refunds – Which?

Consumer group says holidaymakers told to accept vouchers have right to refundCoronavirus – latest updatesSee all our coronavirus coverageSome airlines and tour companies are refusing to issue refunds
eBay protects its buyers – but what about sellers?

eBay protects its buyers – but what about sellers?

The auction site ignored photographs and evidence and a seller lost a £249 routerIn February I sold a network router on eBay for £249. The UK-based buyer paid via PayPal and I promptly sent out the
Shared ownership flats: ‘Mum died not knowing I would be left with £25,000 debt’

Shared ownership flats: ‘Mum died not knowing I would be left with £25,000 debt’

Lois Ploughman thought her property was a sound investment to leave her family. Instead, her daughter was bequeathed a huge headacheA woman has accused a housing association of saddling her late
Coronavirus: what your insurance may (and may not) cover

Coronavirus: what your insurance may (and may not) cover

Travel has been a big issue for many people – but your policy could also help with weddings, income and rentCoronavirus – latest updatesSee all our coronavirus coverageYou can’t work because of
Hotels.com ‘nominal’ fee looks more like a deposit to me

Hotels.com ‘nominal’ fee looks more like a deposit to me

The website promised no deposit would be taken, yet within minutes of my booking I was debited €200I booked a hotel room on Hotels.com. The website promised no deposit would be taken and that
The back door fell out and we can’t shower in our new rental

The back door fell out and we can’t shower in our new rental

The shower is scaldingly hot; it took two days for our landlord’s agent to replace our missing doorMy partner and I signed a £900 rental agreement on a house three months ago. It was described by the
We need a proper paper trail for our purchases but are only offered receipts

We need a proper paper trail for our purchases but are only offered receipts

As foster parents we have to have proof of what we buy but were only offered an e-receiptMy wife and I are foster carers and need to provide receipts for any clothes we purchase. We went into River
My ‘weather resistant’ garden cupboard was damaged by wind

My ‘weather resistant’ garden cupboard was damaged by wind

Argos says cupboard could withstand most weathers but a door blew off within weeksI bought a supposedly weather resistant garden cupboard from Argos in January (for £100) and after less than five
Lastminute gives a nonsense excuse for refusing a refund

Lastminute gives a nonsense excuse for refusing a refund

Including a middle name on one duplicate ticket cost me £1,100My parents have been going to India for the past 15 years to help people in need in Kolkata and every year I book their tickets as they
Why won’t Utility Point give me back my overpayment?

Why won’t Utility Point give me back my overpayment?

My final bill said I was owed £494 but nothing happens when I ask for a refundI switched from Utility Point to another supplier in November last year and my final bill, issued a month later, said I
How coronavirus is wreaking havoc with readers’ travel plans

How coronavirus is wreaking havoc with readers’ travel plans

The Observer has been inundated with queries about flights and bookings since the outbreak. Our expert gives her adviceThe numbers of diagnosed coronavirus cases in the UK is still relatively low, but
What does coronavirus mean for holidays, travel insurance and gigs?

What does coronavirus mean for holidays, travel insurance and gigs?

What you can do to get a refund if your flight, sports match or festival is cancelled Yes. The Association of British Insurers confirmed this week that someone booking a holiday to Spain in, say,
Coronavirus flight cancellations: refunds, losses and insurance

Coronavirus flight cancellations: refunds, losses and insurance

Some airlines have cancelled up to a quarter of flights as passenger numbers dropCoronavirus – latest updatesPassengers booked on to a flight that has been cancelled by the airline because it no
I paid – but trying to fight debt collectors is taking its toll

I paid – but trying to fight debt collectors is taking its toll

There is no point of contact and it seems a deliberate ploy to harass motoristsI drove on the M50 motorway in Ireland 12 months ago and paid the £5.52 toll online the next day. I later received a