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• Letter to complain about non-delivery of goods

  Use this letter to 'make time of the essence' when an item you've ordered hasn't been delivered

• Problem with an app, software or download

  Your right to a refund or repair if there’s a fault with digital content like software, downloads and apps

• Problem with building work, decorating or home improvements

  What to do if you're not happy with building or home improvement work, what your rights are, what to say to the trader, how to take further action, where to get more help

• Reporting to Trading Standards

  Report a trader who has broken the law by contacting the Citizens Advice consumer service or Advice Direct Scotland.

• Pet gets ill or dies after buying

  If you recently bought a pet and it soon becomes ill or dies you may have a right to get a refund or replacement from the trader you bought it from

• Harassment by creditors

  How creditors are supposed to behave when they are trying to recover their money, what kind of behaviour is not acceptable and how to tell if you are being harassed

• Letter to cancel a service arranged online, over the phone or by mail order

  Letter to cancel a service you agreed or paid for online, over the phone or by mail order

• Letter to complain about faulty goods bought on hire purchase

  Letter to the credit provider about a problem with goods bought on hire purchase