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I am sorry to hear about this matter. You can invoke your rights under the consumer rights act. If a product or service is not correct or fit for purpose then you can ask for a refund within 14 days. If you exceed this time limit the company are obliged to fix the matter by repair or replacement, if they are unable to do this they must provide you with a refund. You must allow them the opportunity to fix this in the first instance. You require to do this within 6 months. If you do it after 6 months but prior to 12 months you still have the same rights however the onus is then on you to show by way of evidence the issue was present at the time of purchase. If you do these and the company does not adhere to their responsibility, you can pay for the issue to be fixed and claim this money back, or a full refund (not both) via legal action in the small claims process.
Prior to intimating small claim proceedings, you will require to send a letter to the respondent. It is a simple letter stating that if they do remedy the matter as you have outlined (in the same letter), you will take legal action against them. This is referred to as a. pre-action protocol letter. You can complete the forms for a claims action easily online. You will have to highlight what the issues are and tell them how much you are claiming for, to be honest the first are straight forward and self-explanatory. If you feel you can do this yourself then you don’t really need to hire a solicitor, but I will provide details for you in case you feel you want to. You will then receive a response to the claim and a court date. On the day (unless they offer a settlement) you will appear at the local court and basically provide your evidence and give you claim to the judge, and they will response. The judge will assess the merits of the claim and defence and make a judgement this should be relatively easy for you to prove so the respondent may well offer a settlement in the meantime.
I hope this information has helped. You can find a local solicitor who deals with this on the law society webpage which is here;
If you require any help moving forward on this matter in the future, please do feel free to come back to us and I would be more than happy to assist.