Common Problems
Pick your problem for a short answer, the rule and a ready letter.
Flight Delayed? How to Claim Compensation (UK261)You may be owed £220, £350, £260 or £520 per passenger (depending on distance and how late) if you reached your final destination more than 3 hours late and the airline was responsible. Claim from the airline first.Flight Cancelled? Refund, Re-routing and CompensationIf an airline cancels your flight you can choose a refund or to be re-routed at no extra cost. Compensation of £110 to £520 may also be payable, mainly when you were told 14 days or less before departure.Parcel Marked Delivered But Not Received: What To DoIf you bought from a shop or website, the goods are at the seller's risk until they are in your hands. You should not have to chase the courier yourself: complain to the seller and ask for a replacement or refund.Changed Your Mind About an Online Order? 14-Day Cancellation and RefundFor most online, phone and mail-order purchases you can cancel within 14 days of receiving the goods without giving a reason, and the seller must refund you within 14 days of getting them back.Broadband Down or Engineer No-Show? Automatic CompensationIf your home broadband or landline is not fixed within 2 working days, or an engineer misses an appointment, a participating provider should pay you compensation automatically, and you can ask if it does not.Energy Back-Bill: Do I Have to Pay for Energy Used Over 12 Months Ago?You do not have to pay for energy used more than 12 months ago if your supplier failed to bill you accurately, did not tell you about the charges, or set your Direct Debit too low. It does not apply if you acted unreasonably.
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