Consumer rights

58 guides

• Making a complaint
  A complaint, or notice of defect, is the consumer's most important tool when a product or service is faulty.
• Returning a faulty product
  You can return a faulty product to the seller, and the seller must remedy the defect.
• Guarantee and liability for defects
  A guarantee and liability for defects are often confused.
• Cancelling an online purchase
  You can usually cancel a product bought from an online shop within 14 days without giving a reason.
• Delayed delivery
  When an order is delayed, the consumer has the right to demand delivery, cancel the purchase or receive compensation for damages.
• Compensation for a cancelled flight
  EU air passenger rights guarantee compensation when a flight is cancelled or significantly delayed.
• Compensation for a delayed train
  When a train is significantly delayed, you can get part of the ticket price back.
• Using the Consumer Advisory Services
  The Consumer Advisory Services help free of charge when you end up in a dispute with a company.
• Contracts made through telemarketing
  Contracts made through telemarketing often require written confirmation.
• Avoiding subscription traps
  A subscription trap is a trial offer that turns, without you noticing, into an expensive ongoing subscription.
• Cancelling a gym membership
  Gym memberships are often fixed-term.
• Terminating a contract
  Phone, electricity, internet and other contracts can be terminated according to their terms.
• Disputing a bill
  If you think a bill is wrong, you can dispute it.
• What to do about a debt collection letter
  A debt collection letter can be frightening, but the situation can usually be dealt with.
• Making an insurance claim
  When damage occurs, a quick and careful claim speeds up getting compensation.
• Appealing an insurance decision
  If the insurance company rejects your claim, you can ask for it to be reconsidered and take the matter to a board.
• Making a renovation contract
  A written renovation contract prevents disputes.
• Your rights when buying second-hand
  When you buy something second-hand, your rights depend on whether you bought it from a business or a private person.
• Gift card validity
  How long a gift card is valid depends on its terms.
• Claiming a price reduction
  If a product or service is defective and cannot be repaired, you can claim a price reduction.
• Cancelling a doorstep sale
  A purchase made at home can usually be cancelled within 14 days.
• Defects after buying a home
  A defect found after buying a home may entitle you to a price reduction.
• Problems with a holiday trip
  On a package holiday, the tour operator is responsible for making sure the trip matches what was promised.
• Problems with electricity and internet contracts
  With electricity and internet contracts, problems are caused by price increases, outages and incorrect bills.
• Making a data request to a company
  You have the right to know what data a company collects about you and to ask for it to be corrected or deleted.
• Defects in a used car from a dealer
  How to complain about a defect in a used car bought from a dealer and demand a repair, a price reduction or cancellation of the sale.
• Cancelling a package holiday before you go
  Learn when you can cancel a package holiday free of charge and when the organiser may charge a cancellation fee.
• Lost or damaged luggage
  Do the right thing when an airline loses, delays or damages your suitcase, and claim compensation within the deadline.
• Avoiding a payment default entry
  What to do when bills threaten to go unpaid, so you avoid a payment default entry in your credit record.
• When you have been scammed
  First steps after a scam: your bank, the police, passwords and a credit ban, in the right order.
• Unauthorised use of your payment card
  Learn what to do when your card has been charged for purchases you did not make, and claim the money back from your bank.
• Complaining about renovation defects
  How to complain to a contractor about poor renovation work and demand that defects are fixed or the price is reduced.
• Cancelling consumer credit within 14 days
  Regret a loan or instalment plan? Learn how to cancel consumer credit within the 14-day withdrawal period and return the money correctly.
• Company bankrupt – getting a prepayment back
  Paid in advance and the company went bankrupt? Find out whether you can get your money back through your card, credit or a guarantee.
• Wrong price in a shop or online
  Shelf price and checkout price differ, or an online shop cancels a cheap order? Know your rights when prices are wrong.
• Buying from a foreign online shop
  What rights you have when buying from an online shop in another EU country or outside the EU, and how to handle customs, returns and disputes.
• Car repair defects and disputed bills
  The garage bill exceeds the estimate or the fault comes back? How to complain to a car repair shop and dispute an unreasonable bill.
• Premium-rate charges on your phone bill
  Strange subscriptions or mobile payments on your phone bill? How to dispute the charges and block content services in future.
• Problems with apps or streaming
  A digital service does not work, a game is broken or streaming keeps cutting out? How to demand a fix, compensation or your money back.
• Product damaged in delivery
  Your parcel arrived broken or the product was damaged in transit? What to do on delivery and how to complain to the seller.
• Complaining about a poor service
  A hairdresser, cleaning or other service went wrong? How to complain about a defective service and demand it is redone or the price reduced.
• Refunds for cancelled event tickets
  A concert, festival or match was cancelled or postponed? How to get your ticket money back and who pays the refund.
• Buying and selling safely on online marketplaces
  Buy and sell safely on Tori, Huuto.net and social media flea markets: avoid scams and know your rights in private sales.
• Reporting a dangerous product
  A charger overheated, a toy broke into small pieces or a cosmetic caused a reaction? How to report a dangerous product to the right authority.
• Blocking direct marketing
  Stop unwanted sales calls, junk mail and marketing emails: how to set up bans and use your data protection rights.
• Getting your rental deposit back
  How to get your rental deposit back when you move out: the final inspection, normal wear and tear, disputing deductions and help in a dispute.
• Getting financial and debt advice
  When debts get out of hand: how to get free financial and debt advice, negotiate with creditors and apply for debt restructuring if needed.
• Taking a complaint to the Consumer Disputes Board
  When a company will not compensate you: how to take your case to the Consumer Disputes Board free of charge, which attachments you need and what a recommendation means.
• Rental car extra charges and damage
  Avoid surprise bills for a rental car: terms, excess, inspection at pick-up and return, and disputing an unjustified damage charge.
• Problems with hotel bookings
  What to do when a hotel room does not match your booking, the booking has disappeared or a cancellation fee seems unreasonable: your rights and making a complaint.
• Purchases made by a child without permission
  Your child made purchases in a game, app or online shop without permission: how to cancel the purchase, get your money back and prevent new purchases.
• Instalment plans and buy now, pay later services
  Before buying on instalments or paying later: the effective annual interest rate, total price, reading the terms and what to do if you cannot pay the instalments.
• Appliance repair estimates and faulty repairs
  When your washing machine, fridge or phone breaks: seller's liability for defects or a paid repair, cost estimates, delayed repairs and faulty repair work.
• Damage caused by a product
  When a faulty product causes personal injury or damages other property: product liability, claiming compensation, insurance and reporting to the authorities.
• Complaining about a private health service
  Unhappy with a private doctor, dentist or beauty treatment: disputing a bill, making a formal complaint, reporting a patient injury and filing a complaint with the authorities.
• Getting a refund from your card issuer
  When an online shop does not deliver or refund your money: how to request a chargeback from your card issuer and when the lender is liable.
• Damage caused by a removal company
  How to choose a reliable removal company, document your belongings and claim compensation for broken furniture or a delayed move.
• Complaining to FINE about a bank or insurer
  When you think a bank, insurance company or investment service has acted wrongly: free advice and a recommendation from FINE, step by step.

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