- What to do if you’re being treated unfairly when applying for a job
- How to stop your finances spiralling out of control as prices keep rising
- Ticketing and events - know yor rights when events get cancelled or you can no longer go
- Telling your employer you're leaving
- Managing personal finances - how to be more in control of your money
- Delivery problems - what to do if your parcel doesn't arrive or goes missing
I recently applied for a job at a local pub which offered National Minimum Wage. I did a short interview and at the end the manager asked me for some documents and also how old I was. After telling her I was 25 she told me she would be in touch, but it would be unlikely I’d get the job because they wouldn’t be able to afford to pay me the required wage. She said she would prefer to hire someone younger. Is this legal?
Nobody should be asking you how old you are in a job interview. Being 25, you’re entitled to the National Living Wage. On the Citizens Advice website there are full details of the wages people are entitled to by law. But these rules shouldn’t mean employers avoid hiring people because of how old they are. That’s known as ‘direct age discrimination’ in the Equality Act 2010. You’re also protected by the National Minimum Wage Act 1998, which says employers can’t not hire you (and they can’t fire you) because your age means you’re entitled to a higher rate.
We have a lot of information on our website about what to do if you’re being treated unfairly when applying for a job. If you’ve been discriminated against, there are steps you can take to either get compensation or convince the person to give you a job.
Make a note of what happened as soon as you can - noting down exactly what you were asked and any other remarks the interviewer made. This will be useful as evidence later.
Next, you should write a letter of complaint to the employer. Keep a copy of this letter for your own records. There’s advice on the Citizens Advice website on what this letter should include and you can also speak to an adviser at your local Citizens Advice to get help writing it.
If the letter doesn’t get an outcome you’re happy with, you could take the employer to an employment tribunal. You’ll need as much evidence of discrimination as possible. Evidence should include the job advert, the job description, your notes about what was said at the interview and any contact you’ve had with the employer since - like your complaint letter.
Remember that you only have three months minus one day from the date that the ‘discriminatory act’ (in this case, the comments in your interview) happened to start tribunal proceedings. You do this by contacting the government organisation Acas and telling them that you intend to bring a claim.
Nobody should have to worry about being discriminated against when job hunting. For more advice on your rights when searching for work, visit citizensadvice.org.uk/work or call us on 0800 144 8848.
Copyright Citizens Advice. For the most up-to-date advice, please visit the Citizens Advice website.
I am a single parent, with two young children. I am already struggling to stay on top of my household bills; my weekly food shop isn’t stretching as far anymore and now my energy bill is going up too. I don’t know how I’m going to afford all of these price rises. What can I do to stop my finances spiralling out of control?
First of all, you are not alone in this and there’s support to help you.
It’s always worth checking if there are benefits you don’t know about that you’re eligible for, including support with your energy costs and living costs. On the Citizens Advice website there’s a benefits calculator, advice on how to reduce living costs and information on other ways to increase your income.
There’s also emergency support that you may have access to, such as food bank vouchers or fuel vouchers. You could contact your local council to see if they could also offer support. You can find more details about some of the local Wiltshire support here.
If you’re struggling to stay on top of bills, it’s really important to understand what money you have coming in and going out each month. Citizens Advice has a budgeting tool on its website that can help with this.
And if you’re already behind on bills, prioritise paying your rent or mortgage, plus energy bills and Council Tax first. Not paying these bills has the most serious consequences. You should speak to the person or company you owe money to, to see if they can help you repay your bills sustainably.
We know that times are incredibly tough but please remember, you don’t have to face this alone, do contact your local Citizens Advice, to help you find a way forward.
Copyright Citizens Advice. For the most up-to-date advice, please visit the Citizens Advice website.
I love live music and now that restrictions have lifted, I’m keen to start going to events again. I’ve booked tickets for some gigs over the next few months, but I’m still a little worried. I can’t quite believe things are fully back to normal. What will happen if restrictions come back in?
It’s understandable to be feeling apprehensive when there’s been so much change, and knowing your rights will help you deal with anything unexpected.
If you’ve got tickets to an event which goes ahead, but you change your mind about going or realise you’re no longer able to go, you have no legal right to a refund. However, if the event is cancelled, your right to a refund will depend on how you bought the ticket.
If you booked through an official seller and the organiser cancels, moves, reschedules, or makes the event behind closed doors, you should get a refund. This is true even if it’s cancelled due to a government ban on large events. If this happens, contact the official seller to find out how you can get a refund.
If you bought your ticket from a ticket-reselling website, your refund will depend on the site's terms and conditions. If you’re worried about the event being cancelled, it’s a good idea to look at the terms and conditions before booking.
If you bought from a private seller, unfortunately it’s unlikely you’ll be able to recover your money, even if the event is cancelled or rescheduled. We recommend contacting the seller to see what they can do.
Ahead of any events you’ve booked, keep checking the information from the official seller or organiser to make sure you know straight away about any updates, like changes to the date or cancellations.
Another thing to be aware of is that scammers exploit these situations for their own benefit. If your event is cancelled and anyone - whether it’s a person or a company - offers their services to try to recover money on your behalf, be suspicious. Make sure that you're aware of the signs of a potential scam and always be on the lookout.
If you need more information on how to get a refund, take a look at the Citizens Advice website.
Copyright Citizens Advice. For the most up-to-date advice, please visit the Citizens Advice website.
I’ve just been offered a new job and now I need to tell my current employer. The new company wants me to start as soon as possible. The problem is, we’re already a bit short-staffed where I am now and I don’t know how soon I’ll be allowed to leave. How should I bring all this up with my boss?
Congratulations on your new role. It can feel awkward telling your current employer you’re moving on. The time between telling your employer you’ve found a new position and you actually leaving is known as your notice period.
If you’ve been in your current job for less than a month, you won’t have to give any notice period (unless your contract says otherwise). If it’s more than a month, you’ll have to give at least one week’s notice. Your contract should make it clear exactly how long is expected.
If you don’t have a contract, and your employer has no written record of you agreeing to a notice period, you should give at least one week’s notice.
It’s worth waiting until your new employer has confirmed your employment, for example by giving you a start date before handing in your resignation. It’s then best to resign in writing (email is fine), so that you have a record of the date you told your employer. On the Citizens Advice website we have a page on handing in your notice with tips on how to write this letter.
You can work a longer notice than the one in your contract, if you agree it with your employer. If you’re keen to move on sooner rather than later, it may also be possible to negotiate a shorter notice period than your contract says. If you want to go down this route, it can be useful to reassure your current employer that you will tackle any urgent work before finishing.
Fixed-term contracts are a bit different, as you won’t need to give notice if you intend to leave on the last day of contract. Leaving early would usually mean giving at least one week’s notice, unless your contract says otherwise.
Don’t forget about your holiday days during your notice period. If you have unused paid holiday you should speak to your employer about either taking these during the notice period or being paid for them.
Finally, sometimes people can change their mind about moving jobs or find their circumstances alter. If this happens to you, you should speak to your current employer to see what the options are and if you can stay in your current role.
Everyone’s situation is different, but if you face any challenges with an existing or potential employer, contact Citizens Advice for advice: 0800 144 8848 or visit our website pages about what to do when you’re leaving a job.
Copyright Citizens Advice. For the most up-to-date advice, please visit the Citizens Advice website.
To speak to an adviser over the phone call us on freephone 0800 144 88 48 As a customer, your contract is with the seller that you bought the item from. It’s the seller’s responsibility to make sure the item is delivered to you. They should chase the courier to find out what happened to your order if there’s a problem.
- Check the delivery address you gave the seller, to make sure it’s correct.
- Then contact the seller and ask where your order is.
- If the seller claims they've delivered it or doesn'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 seller know ahead of time.
If Royal Mail left your package with a neighbour or in a certain place because you told them to, it’s not the seller or Royal Mail’s responsibility if it gets lost.
If the item was delivered by a courier:
Check your terms and conditions or account details - they might include other places for delivery, like your porch or a neighbour’s house. If you agreed to them, it’s not the seller’s or courier’s responsibility if your order has gone missing. However if you did not agree to this, then it’s the sellers responsibility if your order goes missing.
If you ordered something from a private seller or you’re still having trouble after trying the tips above, you can contact the Citizens Advice consumer helpline for help.
Remember that the rent or mortgage, utility bills, food bills and other existing debts still have to be paid – the consequences can be severe if they’re not. Even though it’s Christmas, it’s not worth starting the New Year being behind on your bills.
Whatever the deal, whatever the temptation, don’t buy from unauthorised traders and don’t borrow from unauthorised lenders. These could put you at risk of unscrupulous collection methods – including threats and harm, unsafe products and unexpectedly high interest rates. You may also not be protected by Financial Conduct Authority rules.
Try as many different places as possible to find the best price. Buy what you want and not what other people say you need. Be wary of extended warranties; the cost of a repair could be less than the cost of the warranty.
If you’re worried about paying the bills, get free, independent advice as soon as possible. There’s lots of information on the Citizens Advice website, or you can call us on freephone: 0800 144 8848 and an adviser will be able to help you understand your options and come up with a plan, or you can email us
- Make sure you have your landlord’s contact details. Your landlord is responsible for keeping your home in good condition and arranging repairs when they’re needed. They should be your first point of contact if anything goes wrong.
- Make sure your deposit is protected. Check that your landlord has given you information about the scheme used to protect your deposit.
- Take photos on the day you move in. It’s also worth asking your landlord or letting agent for an inventory, to check everything is in order. Use this to note down any problems and the condition of the furniture, kitchen, carpets, bathroom etc.
- Check if you’re in a ‘house in multiple occupation’. If you’re living with two or more people who aren’t part of your family, and share a toilet, bathroom or kitchen with you, this is considered an HMO. This means your landlord must make sure your home meets certain safety standards. This includes making sure smoke alarms are installed and there’s a safe fire exit. The landlord must also ensure shared areas such as staircases and corridors are clean and in good repair. Some HMOs need to be licensed by the council - if you’re unsure whether this applies to your home, check with your local council.
- Make sure your landlord gives you: a copy of the Gas Safety Certificate, an Energy Performance Certificate and a How to Rent leaflet.
- Understand your tenancy agreement. It’s important to know who’s responsible for paying bills and what to do if there are any changes, like if someone wants to move out. The Citizens Advice website explains the different ways shared accommodation can be organised.
To speak to an adviser over the phone call us on freephone 0800 144 88 48 
Or contact us directly for advice by emailTicket 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
- Work out how much you owe - Make a list of whom you owe money to and add up how much you need to pay each month. If you don’t have your most recent statements, contact your creditor to find out what you owe. Some creditors will have special arrangements for people with Covid-related arrears.
- Prioritise your debts - Your rent or mortgage, energy and council tax are called priority debts as there can be serious consequences if you don’t pay them. Separate these and work out how much you owe. Again, you can ask the companies or council what support might be available during the pandemic.
- Work out how much you can pay - Create a budget by adding up your essential living costs, such as food and housing, and taking these away from your income. The Citizens Advice budgeting tool can help.
Any money you have spare can be put towards your debts, starting with the priority debts first. If you have any money left after paying priority debts, but not enough to make your usual payments on other debts, consider getting advice on the best way for you to start getting on top of them. Or contact your creditors and offer them what you can afford to pay. - If you can’t pay your debts - If you’ve got little or no money spare to pay your priority debts seek advice from Citizens Advice straight away. If you’re struggling to pay for basics like food, seek help immediately to see what support might be available to you. If you can’t pay off other debts, such as credit cards and loans, it would also be worth contacting your nearest Citizens Advice.
April 2020
Struggling to keep up with the bills following a drop in income due to coronavirus
My income has dropped due to coronavirus and I’m struggling to keep up with all of my bills. I rent my house from a private landlord and pay all the usual bills - electricity, water, and Council Tax. How best can I juggle them, and is there any help I can get from the government?
If your income is reduced because of coronavirus, you should check whether you’re entitled to sick pay or to claim benefits. You can check your eligibility for both sick pay and benefits on the Citizens Advice website. If you’re already on existing benefits, these might also increase.
If you’re struggling to pay rent, talk to your landlord straight away. You should explain the situation and could ask for more time to pay, a temporary reduction in rent, or ask to catch up any missed payments by instalments. If you contact your nearest Citizens Advice an adviser can help you explain things to your landlord. If you can’t come to an agreement with your landlord, it’s a good idea to pay what you can afford and keep a record of what you offered.
The government passed an emergency law which means landlords have to give you three months notice to end certain tenancy types from 26 March. The court service has suspended all possession action for 90 days from 27 March. This means that even if you have been served a notice for eviction it’s unlikely it can be enforced during this time. You can find out more about what to do if you’re being evicted for rent arrears on the Citizens Advice website.
If you already claim Housing Benefit, you should tell the council your income has reduced. If you don’t claim it already, you might be entitled to help with housing costs from the government.
When it comes to your utilities, you should contact the provider as soon as possible. Depending on the type of bill, they may be able to arrange a payment plan, or have schemes in place for people in financial hardship. You should also talk to your local council, as your income has changed you might be entitled to a council tax reduction.
If you’re struggling to pay multiple bills, it’s important to sort out what’s known as ‘priority bills’ like energy bills or council tax over credit card bills. This is because the immediate consequences of not paying these things are much more serious. Information on the Citizens Advice website can help you with this.
If have other questions, you can call us for advice on 03444 111 444 (lines are open Monday to Friday 9am to 5pm); or you can email us
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March 2020
Tickets for events
I’ve got tickets to an event next month and I’m not sure what will happen in light of coronavirus. I bought the tickets for myself and a few friends, one of them is worried about attending. What can I do?
Ticket holders who change their mind about going to see an event, such as 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.
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 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 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 a potential scam.
Copyright Citizens Advice. For the most up-to-date advice, please visit the Citizens Advice website.
February 2020
Small business money worries
I run a small business. It’s been a very difficult six months for us, we lost a contract with one of our major clients and I just haven’t been able to replace it with new business. Now I’ve just received a huge energy bill. It feels like the last straw and I'm really stressed.
I’m sorry to hear about your problems. The first thing to do is to call the Citizens Advice consumer service on 0808 223 1133. They can often help to resolve problems with energy suppliers.
It’s particularly important to do this quickly if you’re on a business contract and you’ve been told you’re going to be disconnected. If this happens an extra fee can be added to your bill, and then there’ll be another charge for being reconnected.
If you think the bill is wrong, get in touch with your energy company. If you are a microbusiness you can only be charged for gas or electricity you’ve used in the last 12 months - they can’t send you a new bill dating back longer than a year.
If the bill is correct, but you just can’t afford it, your energy supplier might agree to a payment plan. Work out a realistic budget so you know you’ll be able to afford the payments. Here at Citizens Advice we can help sole traders and individuals, but for other businesses there’s the Business Debtline on 0800 197 6026.
Moving forward, if your bills are being estimated you might be paying more than you need to. Set up a reminder on your phone to send monthly meter readings to your supplier or see if you can get a smart meter installed.
You may also find switching energy companies will save you money. You could also try energy efficiency measures such as switching off computers and other equipment overnight, using energy efficient light bulbs or making sure your premises are insulated.
Copyright Citizens Advice. For the most up-to-date advice, please visit the Citizens Advice website.
January 2020
Applying for Settled Status
I’m from Poland and I know I need to apply for Settled Status as the UK leaves the European Union. But I’m really confused about what documents I need in order to apply for me and my children. We’ve lived in England for six years and I’m worried that if we don’t apply before the end of the month, we might have to leave.
You don’t need to apply by the end of the month - your rights won’t change until 31 December 2020. However, you should apply as soon as you can in case of any delays. After the transition period ends on 31 December you might be asked to prove your right to do things like get a job or use a service like the NHS. Having your status sorted will make this more straightforward.
To get settled status, you need evidence that you’ve lived in the UK for 6 months out of every 12 months for 5 years in a row. As you say you and your children have lived in the UK for six years, you should be eligible for this.
In order to apply, you’ll need to have a few things. These include a passport or national ID card, a digital photo, your National Insurance number or proof of how long you've lived in the UK, a mobile number and an email address.
If you’ve been working, you can find your National Insurance number on your pay slip. If not you can contact HM Revenue and Customs National Insurance Helpline on 0300 200 3500 to help find it.
It may be easier to make your children’s application after you’ve made your own. This way you’ll be able to ‘link’ your child’s application to yours, using the application number you got when you applied for yourself.
You can do this at any time after you’ve applied - you do not need to wait for a decision. And if your own application is successful, your child will get the same status as you.
In order to apply on behalf of your children, you will need to have proof of your relationship - for example a birth certificate.
If you need any extra help with your application, your local Citizens Advice is on hand to help.
You can also find more information about what Brexit means for you on the Citizens Advice website
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This page is no longer updated, for the most up-to-date advice, please visit www.citizensadvice.org.uk
December 2019
Parcel delivery problems
I bought my mum a Christmas present from an online store. I paid extra for next day delivery but it hasn't arrived. I tried to contact the delivery company but wasn't able to speak with anyone. The online store has said my parcel is with the delivery company and should arrive soon. If it doesn't arrive soon, I won't be able to give it to my mum for Christmas. What can I do?
You paid for next day delivery so your goods should be delivered on the agreed date.
Because you bought something from a business to be delivered to you, it’s the seller’s responsibility to make sure the item is delivered.
As the seller used a courier, they should chase the courier to find out what’s happened to your order - it’s not your responsibility.
If you want the item:
Under the Consumer Rights Act, you can ask the seller to deliver the item again if the item wasn’t delivered by the agreed date.
Other steps to take if you want the item could be:
● Cancel your original order and reorder it again from the same or a new online store
● Check if a local store stocks the item(s)
● Keep trying to contact the delivery company via tracking tools/phone/email
If you want to cancel your order:
You can cancel and ask for your money back because you haven't received your goods on the agreed date. Tell the seller that what has happened to your order is "a breach of contract under the Consumer Rights Act 2015" - as the delivery date was essential and they didn’t meet it.
You can find useful template letters and your rights on the Citizens Advice website.
Alternatively you can call our consumer service on 0808 223 1133. It’s open Monday to Friday, 9am to 5pm, and provides advice on consumer issues.
Copyright Citizens Advice. For the most up-to-date advice, please visit the Citizens Advice website.
Keeping the cost of your bills energy down
I live with my two children and partner in a small semi-detached house. During the winter we use more heating and electricity as we’re home more. Do you have any tips on how I can keep the cost of my energy down during the winter?
There are a few things you can do to save some money during the winter period. Check when your energy contract is due to expire. If you're at the end of your contract use energy compare by Citizens Advice to see if you could save money by switching supplier or tariff.
If you're on a prepayment meter you could save money by replacing your meter with one that lets you pay after using energy rather than in advance. Most suppliers won’t charge you for removing a prepayment meter, though many will run a credit check or ask you for a deposit.
You may also be eligible for certain grants and benefits, these could include Warm Home discount or help with energy debt. Contact your nearest Citizens Advice if you need help with the application.
Here's a few practical tips to help keep costs down:
- Using a timer for your heating, lowering your thermostat and using radiator valve controls could save you over £100 per year
- Changing light bulbs to an energy-efficient one could save £50 over the lifetime of the bulb
- Turn appliances off standby mode to save around £30 a year
- Seal cracks in floors, skirting boards and add draft excluders to letterboxes, doors and windows.
Some energy suppliers also offer grants to allow improvements to your home, like insulation or a new boiler. What help you can get depends on your circumstances and what would help your home. You don’t need to be a customer of one of these suppliers to apply but you’ll need to check your eligibility.
More information about scams and what you can do can be found on the Citizens Advice website.
October 2019
Blue Badge scheme
My mum has a non-visible disability, which causes her walking difficulties. I heard something on the news about how she may now be eligible for a blue badge. How can I find out about this and help her apply?
On 30 August, the Blue Badge scheme was extended to people who live in England and have non-visible disabilities or conditions which affect their ability to walk. As a result, your mother may now qualify for a badge.
Your mother will be automatically eligible if she gets certain types of benefits. These include some categories of Personal Independence Payment and the higher rate mobility component of Disability Living Allowance.
If she’s not automatically eligible she can still apply for a badge. Her local authority will use evidence from doctors and other healthcare professionals to determine whether she qualifies or not.
Your mother can check her eligibility and apply for a local authority-issued Blue Badge at gov.uk/apply-blue-badge. If she can’t do this herself, you can apply on her behalf.
You’ll need a recent digital passport-style photo, proof of her identity, address, details of any benefits she receives, her National Insurance number, and evidence of how her non-visible disability or condition affects her mobility.
More information about whether you're eligible for a blue badge to help you park more easily, how to apply for and use a blue badge, and what to do if you're refused one can be found on the Citizens Advice website.
June 2019
Scams
About five years ago my father-in-law was the victim of a scam artist who fleeced him out of £5,000. Once he realised, he was devastated and we were able to work with his bank to get some of the money back. We thought it was all in the past but in the last six months he’s received numerous calls, letters and texts from what look like other scammers. We want to try and keep him safe as his memory isn’t the best, what can we do?
Unfortunately, falling victim to a scam once can increase exposure to further scams. Citizens Advice has found that, once someone has responded to a scam, their personal details can sometimes be sold onto other criminals. This then opens the door to more scam mail, emails, phone calls or home visits.
If you recognise a pattern of unsolicited calls, talk to your father-in-law’s telephone provider and see if you can get these numbers blocked or if you can get something called a ‘standalone call blocker.’ If not, register your father-in-law’s number with the Telephone Preference Service who can help you to handle unwanted marketing calls.
If your father-in-law is receiving texts it’s important that he never replies, as sometimes there can be costly hidden charges. He can report the texts to his mobile phone provider who will be able to block the number. If he’s already been stung and call cost information wasn’t given, he should report it to Phone-pay Plus.
Mail scammers can often impersonate banks, the local council, or other established and legitimate organisations. You should advise your father-in-law against responding unless he’s sure it’s legitimate and was expecting a letter. If in doubt he should contact the organisation directly to check the letter’s legitimacy. He should be careful to not just ring up the number on the letter as it could be a bogus call centre.
In addition, to safeguard your father-on-law from unwanted marketing material or junk mail, register his name and address for free with the Mailing Preference Service which will take his name off some mailing lists.
Doorstep scammers can often be intimidating, and unfortunately they commonly target older and more vulnerable people. Your father shouldn’t be embarrassed turning people away and shouldn’t let them in unless he’s expecting them. If someone comes to the door saying they are from one of his utility companies for example, he should ask to check their credentials. If in doubt, he should phone the company they represent or check online, but once again make sure to not just use the contact details they provide.
More information about scams and what you can do can be found on the Citizens Advice website.
April 2019
Council tax arrears
My first council tax bill of the year has come through and I know I’m not going to be able to afford it with so many other important bills to pay, let alone food. What should I do?
Council tax arrears is a “priority debt”, which means you need to address it before paying off other non-priority loans like credit cards.
Once you’ve missed a council tax payment, you’re in “arrears” and so owe money to your council. You should receive a letter from your council - it’s important not to ignore this as after 14 days your council can take you to court and request you pay your entire year’s bill at once.
It’s important you speak to the council straight away if you don’t think you can pay. Ask to speak to someone in the council tax office and tell them about your situation.
You’ll probably be asked to commit to paying a regular amount each month. If you're not sure how much you can afford, use the Citizen Advice budgeting tool or talk to one of our advisers.
If you're on a low income, you might be able to get a reduction on your council tax bill. You might also be able to qualify for your council’s Hardship Scheme. You can read more about getting help with your council tax on the Citizens Advice website.
If you fail to pay your council tax arrears you’ll have to pay court costs and possibly bailiff fees as well as your debt, which can add hundreds of pounds to your bill.
If you’re struggling with multiple debts you can contact your local Citizens Advice.
Copyright Citizens Advice. For the most up-to-date advice, please visit www.citizensadvice.org.uk
This page is no longer updated, for the most up-to-date advice, please visit www.citizensadvice.org.uk
December 2018 advice column
Money worries
I’ve got three kids, and as usual, my finances are not in good shape ahead of Christmas. I’m on a low income so had to put some purchases on a credit card. I have been trying to pay it off but I’m already behind on other bills. I haven’t been able to pay my council tax in three months and received payment reminders from my energy provider. What should I do?
First things first, work out how much you owe - make a list of who you need to pay each month and how much. If you don’t have your most recent statements, you can contact your creditors to find out.
Make sure you are getting all the income that you are entitled to. For example, you may be entitled to tax credits to top up your income or help with child care, housing costs or school meals.
Create a budget by adding up essential living costs, such as food and housing, and take these away from your income. Any money you have spare can be put towards your debts. Citizens Advice’s budgeting tool, found on its website, can help.
Your council tax, rent or mortgage, and energy are priority debts as there can be serious consequences if you don’t pay them. These must be paid first. Separate these and work out how much you owe.
As you’re already in arrears with your council tax, you must act quickly and contact your council to arrange an affordable payment plan. You can also contact your energy supplier to help you sort out a payment plan that works for you. They must help you do this and you can get help from your local Citizens Advice if they don't. To cut your future bills you should make sure you're on the best deal you can get. Use a price comparison tool to check.
For further help working out your budget, negotiating with creditors or checking which benefits you’re entitled to, contact your nearest Citizens Advice by phone, online or face-to-face.
Copyright Citizens Advice. For the most up-to-date advice, please visit www.citizensadvice.org.uk.
November 2018 advice column
Problems when buying from an online marketplace
'I bought a pair of trainers from a private seller on an online marketplace. The advert said they were Asics but when they arrived the branding said Basics. They are clearly not what was advertised, are terrible quality and not fit for purpose. Do I have any rights? What can I do?'
If you’re shopping online from an individual seller, the principle of “buyer beware” applies - which means you are purchasing subject to all defects, and the seller does not have to declare problems.
However, the seller must not misrepresent the goods, for example, by claiming they’re a certain popular brand when they are not.
Because your trainers are not as described in the advert, you may have grounds to ask for your money back.
First, try to fix the issue by contacting the seller to explain the problem, let them know your rights and that you would like your money back.
Should this get you nowhere, check to see if the online marketplace has its own protection and disputes resolution system.
Finally, if neither of these work for you, consider making a claim to the court, known as a small claim. There is guidance on how to do this on the Citizens Advice website at www.citizensadvice.org.uk.
Autumn advice column:
What to do if you're falling behind on your bills
I recently become a carer for my partner who I live with and can no longer work. We’ve started falling behind on our bills and I’m worried our debts are only going to get worse. I’m on Carer’s Allowance but what else can I do to turn things around?
A change in circumstances can often trigger financial problems. It’s good to see you taking action now as this will stop you from sliding into further debt.
See if you can make any savings on your household bills by switching suppliers, or changing deals. You may be able to get a reduction on your council tax bill - speak to your local authority directly.
Try to boost your income too. You may be able to apply for benefits jointly with your partner to be paid alongside Carers Allowance.
You should contact your creditors and ask if you can reduce your repayments until you’re back in work. They can also freeze any interest and charges so your debts don’t go up while you pay less. Check to see if you have payment protection insurance to cover giving up work to become a carer as well.
If you’re still struggling to cover your outgoings, it’s important to prioritise paying your household bills like your council tax and rent or mortgage.
For further help working out your budget, negotiating with creditors or checking which benefits you’re entitled to, contact your nearest Citizens Advice.
Copyright Citizens Advice. For the most up-to-date advice, please visit www.citizensadvice.org.uk.
September 2018
Problem neighbours
A family has moved in to the house next door and is being a nuisance, yelling late at night over a loud television and leaving bin bags strewn over the front of the house. I don’t want to antagonise them in case they become threatening. What can I do?
It’s best to try to resolve problems by speaking with your neighbour, if it’s safe to do so. Explain the effect their behaviour is having and ask them to stop. If the problem continues, keep a record of incidents, which will come in handy if you decide to take the matter further.
A mediator may help you and your neighbour find a solution. If you’re a council or housing association tenant, they may have their own mediator you can use. If not, you’ll need to find one yourself and pay a fee.
Ask your neighbour’s landlord to speak to them on your behalf. If your neighbour lives in social housing, their landlord should have a policy for dealing with antisocial behaviour.
If the landlord can’t help, or you don’t know who it is, your council might be able to. Visit its website for information on the types of complaint it deals with.
If you’ve tried everything but the problem persists, ask for a Community Trigger. The council might work with the police and others to create an action plan. As a last resort, you can go to an ombudsman if you’re unhappy with how your council or social landlord has handled it.
If your neighbour becomes threatening or violent, you should tell the police.
Copyright Citizens Advice. For the most up-to-date advice, please visit www.citizensadvice.org.uk.