28. November 2019 - 9:00 till 17:00
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City & Guilds Accredited - Principles of consumer law and understanding home improvement complaints | Stevenage | Thursday, 28. November 2019

This one-day City & Guilds accredited course is designed to provide delegates with a comprehensive understanding of consumer legislation and the issues surrounding home improjement projects. 
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 

The 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 

Understand 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.


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.