WHAT YOU NEED TO KNOW
Before you buy
Before buying something – especially something expensive – it is a good idea to learn your rights in advance and plan your actions to avoid possible complications or even conflict with the seller. This site will provide you with information on your consumer rights – they are internationally recognized and are stipulated by the Ukrainian law.
Some things may appear obvious, but before parting with your money, give yourself answers to the following questions:
Complaints, claims, petitions
Written complaints play an important role in resolving consumer conflicts in Ukraine . This has become a tradition – first, the law requires that on receiving a written complaint the receiving party takes actions in a specified period of time, and, second, written complaint serves as evidence that consumer took timely actions to settle the dispute in case further actions required.
A well documented complaint is an effective instrument of your consumer rights protection. That is why you should describe the situation in a concise, clear manner, with no emotions or premature conclusions, but in a way that makes it clear for the receiving party what you want to be done.
Do not give up. Remember: you are protected by the LAW. Visit “Before you buy”, “How to”, “Legislation”, and “Where to go for help” sections for further information.
First of all, it is in your best interest to know your rights that you are provided with by the LAW, and use them wisely. If you try to prove your point to the seller or service provider, be calm, polite and do not let anybody drag you into quarrel.
You should remember that sometimes oral arguments will not suffice and you may need to document your complaint on paper. Take your time and leave a written complaint in the Complaints Book or with the shop's manager depending on the situation. You will retain your right to go to court later but most consumers prefer alternative ways of dispute resolution. By the way, always remember that so do sellers or service providers.
On this site you will find useful information about:
Complaining on the phone
If you need to inquire or complain on the phone:
Complaining on paper
If you are going to put you complaint on paper:
On filing the request, get a written confirmation that it was received from a person responsible and keep it. If you are denied this, send your request by mail with delivery confirmation.