Ticket holders who change their mind about going to see an event, like a concert that is still going ahead, have no legal right to a refund.
If, however, the event is cancelled, your refund rights will depend on how you bought the ticket. Email the organiser or check their website or social media profiles to see if there’s an update about the event.
If you bought your ticket from an official seller and the organiser cancels, moves, reschedules, or makes the event behind closed doors, you should get a refund. This is the case even if it is cancelled due to a government ban on large events. The official seller is the best person to ask about how to get a refund.
If you’re having no luck getting a refund check to see if the seller is a member of the Society of Ticket Agents and Retailers (STAR). If they are, you can use STAR’s complaints procedure. STAR members should receive a refund at face value if the event is cancelled and the organiser has agreed to refunds.
If you bought your ticket from a ticket-reselling website, refunds will depend on the site's terms and conditions.
If you bought from a private seller and the event is cancelled or rescheduled then it is unlikely you will be able to recover your money. We still recommend you contact the seller.
If you're due to go to an event, keep checking the information from the official seller or organiser to ensure you're up to date.
Unfortunately, we’ve found that in these situations scammers prey on those who are affected.
If your event is cancelled and people or companies offer their services to try to recover money on your behalf, make sure that you're looking out for the signs of signs of a potential scam.
- Find a Trading Standards ‘approved trader’ - use the internet to search for one in your area or the Government’s approved trader scheme TrustMark.
- Get references or recommendations - ask people you know or ask the person you hire for examples of work they’ve carried out in the past. Try to avoid contractors who won’t give references - it’s a sign they could be dishonest.
- Find out if they are a current member of a trade body - trade bodies have codes of practice and can help resolve problems if things go wrong, so check your trader is a member. Ask who they’re registered with and then check the trade body’s website.
- Only use certified traders for gas and electrics - it’s dangerous to use someone who doesn’t know what they’re doing. Check the Gas Safe Register for a list of traders and use a registered electrician who can certify their own work. When you’re having a kitchen fitted, it’s worth checking whether the person you’ve hired will be doing the electrical or gas work themselves. If not, check who they will be using and whether they’re registered.
- Get a written quote - this is different to an estimate. A quote is legally binding and the builder can’t change it without a good reason - for example, if you ask for extra work to be done. Try to compare quotes from a number of contractors to make sure you’re getting a fair price.
- Get a written contract - this should cover exactly what you’re paying for and everything you’ve agreed on, like timings, payments, who will pay for materials and subcontractors.
- Think carefully about payment - opt to pay in stages rather than upfront. Where possible, try to pay by card as this can afford you extra safeguards if something goes wrong.
- Keep copies of receipts - also keep your written contract as evidence, as well as photos of any problems if they arise.
If you have a problem with a contractor, and you’re not sure what to do or where to go, call the Citizens Advice consumer helpline 0808 223 1133.
Copyright Citizens Advice. For the most up-to-date advice, please visit the Citizens Advice website.
Spring 2021
Energy bill problems
My energy bill really shot up last month. I don’t feel like I’ve been using any more heating or electricity than usual, so I’m worried I’m being overcharged. I’ve tried to contact my energy supplier for support, but no one ever seems to answer the phone or respond to my emails. I’ve waited on hold for nearly an hour several times before giving up. What should I do?
It’s normal for your energy bills to change depending on the time of year and how much gas and electricity you’re using. But if your bills seem strangely high, then it’s important to investigate why.
Firstly, check your meter is working properly and your usage has definitely not gone up, even accidently. Also check what heaters you have and whether you’re using them correctly. Night storage radiators and immersion heaters in particular can cause very high bills if used incorrectly.
There are a few things worth looking into. It could be that your bill is an estimate, in which case you need to give your supplier a new meter reading. If it’s not an estimate, check your last meter reading to see if it matches the one on your bill. If you still don’t have an answer, your supplier might have raised their prices. In any case, you’re doing the right thing to contact them.
Customer service varies between suppliers and unfortunately we hear of many bad experiences similar to yours. We also know the problem has worsened during the pandemic. If you’re struggling to get through to them, you could make a formal complaint. We offer advice on how to do this and things to consider first.
We publish a comparison table every three months which rates suppliers’ customer service, based on things like telephone wait time, email response time and the accuracy of their bills. Have a look for yours to see how they fare against others. If they’re low on the list, consider switching to a different one.
If you’d like to talk it through with someone, get in touch with your nearest Citizens Advice for support or contact the consumer helpline.
Copyright Citizens Advice. For the most up-to-date advice, please visit the Citizens Advice website.
We’ve had a lot of issues receiving our post recently and haven’t seen our usual postie around in a little while. I know that a couple of Christmas cards I sent in December still haven’t been received. And some of my neighbours who are shielding, and completely reliant on shopping online, have had some of their deliveries delayed too. Is there anything I can do?
You’re not alone, we know posties are currently working very hard, but we’ve seen a huge increase in the number of people coming to us for advice about post and parcel issues.
Letters
If you haven’t received any letters in your post, think about if there’s anything you were expecting like bills that might be due soon. If you’re missing a bill you could check your account online to see how else you could pay. Lots of businesses offer online chat, email and phone as a way to contact them.
If you’re worried about missing letters about any benefits you receive you can contact the Department for Work and Pensions on the number given on any previous letters you’ve had. If you have questions about Universal Credit and don’t have a digital account, you can call the Universal Credit helpline on 0800 328 5644
You can check Royal Mail’s website for updates on areas which may be experiencing delays.
Parcels
If you bought something from a business to be delivered, it’s the seller’s responsibility to make sure the item is delivered to you.
If the seller used a courier, they should chase the courier to find out what’s happened to your order - it’s not your responsibility.
Check the delivery address you gave the seller. Then contact them and ask where your order is.
If the seller claims they've delivered it or don't know where it is, you can ask for a redelivery. You might be able to get a refund in some circumstances where the delivery time was essential and you let the trader know ahead of time.
Under the Consumer Rights Act, you can ask the seller to deliver the item again if the item wasn’t delivered either:
- by an agreed date
- within a reasonable time - usually within 30 days.
If the new delivery fails to come within a reasonable time you can ask the trader for a refund.
If you ordered something from a private seller or if you think a seller had broken the law by refusing to deliver an item, you can contact the Citizens Advice consumer helpline for help.
Copyright Citizens Advice. For the most up-to-date advice, please visit the Citizens Advice website.
- You suspect you’re not dealing with a real company – for example, if there’s no postal address
- You’ve been asked to transfer money quickly or to pay in an unusual way – for example, by iTunes vouchers or through a transfer service like MoneyGram or Western Union
- You’ve been asked to give away personal information like passwords or PINs
- You haven't had written confirmation of what's been agreed