Can I compel a retailer to provide order details (serial number)? Around 10 months ago I purchased some ear buds from a very large and well known high street retailer. I have had gadget insurance for about 5 years and I am now trying to make a claim for loss for the first time. The insurance is arranged and marketed by my Bank (to whom I make monthly payments), and it is administered by a third party. I had registered the device with the third party and uploaded the proof of purchase. However, when I tried to make the claim the 3rd party refused it, saying that the receipt/proof of purchase that I uploaded did not contain the serial number of the gadget. Of course, buried deep in the fine print (but nowhere else) it does say that the serial number is needed in order to make a claim (although they registered the device online without querying it). So I contacted the retailer who told me that that since the order is now more than 3 months old they no longer have any details of it and cannot provide the serial number. Since the gadget and packaging are lost, I cannot find the serial number myself. I have had the same conversation with them 3 times now and it is incredibly frustrating - especially since it takes between 1 and 2 hours for the insurance company to answer their calls ! It took more than a month for me to get through to them at all because I kept hanging up the phone after 30 mins. It was last week that I had the time and patience to wait for an hour or more each time. I find it hard to believe that they don't keep any order records for more than 3 months. Sure, maybe their front-end customer service system doesn't hold them, but they must hold them somewhere right ? I mean, how can they be legally audited properly every year otherwise ? There must be some legislation that says they have to keep such records for a minimum period, and surely that period is more than 3 months ? Is there any way to compel (sorry if this is the wrong legal word) or persuade them to provide me with the serial number ? Or any other advice ? I realise I can log an official complaint, but that may take weeks/months to resolve, and I just feel like there should be a better way. According to my mobile phone carrier I have spent more than 1000 minutes trying to deal with this !
The retailer You can try making a subject access request under Articles 15(1) and 15(3) of the UK GDPR. Provide as much information as you can (your name, date of purchase, store you purchased it from, copy of the receipt, etc.) and ask for the serial number. If they still have it, and it is stored in a way which is linked to you in an identifiable way, then they are obliged to provide it without undue delay (and in any event within 30 days). You may want to provide a copy of your passport in the request to pre-empt them coming back with an ID check request under Article 12(6), which then allows them to delay processing the request until you have replied. As stated above, if they no longer have the data or you are not identifiable from the data then they do not have to provide it. If they do have to provide it but refuse then you can complain to the Information Commissioner's Office or ask the County Court for a compliance order under section 167 of the Data Protection Act 2018. The insurer Regulation 3(1) of the Consumer Protection from Unfair Trading Regulations 2008 prohibits &quot;unfair commercial practices&quot;. Regulation 3(4) provides that a commerical practice is unfair if, inter alia, it is listed in Schedule 1. Paragraph 27 of Schedule 1 contains the following item: Requiring a consumer who wishes to claim on an insurance policy to produce documents which could not reasonably be considered relevant as to whether the claim was valid, or failing systematically to respond to pertinent correspondence, in order to dissuade a consumer from exercising his contractual rights. As you've provided proof that you purchased the item, you can try to argue that having the serial number of the lost item can not &quot;reasonably be considered relevant&quot;. Yes, the contract says that you must provide it, but consumer rights legislation overrides contractual provisions. You may also want to consider dealing with the insurer by email/post instead of by phone, (a) to avoid continuing to waste time on hold, and (b) because if they systematically fail to respond then this may also cause them to be in breach of the above provision, (c) to acquire evidence which you can use later. Escalating If you get no results from the insurer, make a formal complaint to them through their complaints process. Under the FCA Handbook rule DISP 1.3.1R, the insurer is required to provide a complaints procedure. Under rule DISP 1.6.2R they are required to provide a final response to a complaint within 8 weeks. If you are not happy with the response, you can escalate the complaint to the Financial Ombudsman Service which has the power to make financial awards pursuant to section 229 of the Financial Services and Markets Act 2000 (&quot;FSMA&quot;). Doing so is free of charge and is therefore a good alternative to going to court. The ombudsman can also make awards that are not strictly based on law (i.e. they can go further than the courts can) because of section 228 of FSMA which provides that: &quot;A complaint is to be determined by reference to what is, in the opinion of the ombudsman, fair and reasonable in all the circumstances of the case.&quot; You must generally escalate a complaint to the Ombudsman within 6 months of receiving your final response from the insurer (rule DISP 2.8.2R).
You asked the rep about how to change some details on your account, and asked him about the cost. It is clear from the recording that you are not changing anything right now. I can't see anything where you state that you want to enter a contract right now, I can not see anything where the rep indicates they want to enter a contract right now. In other words, no contract has been formed. The rep did tell you that a name change will not increase the phone plan price. That was a promise. It was a verbal promise, and you have evidence that the promise was made. Your contract will determine whether the company is bound by such a verbal promise. If you change the name on the contract, with nobody mentioning a price increase, and the price increases, you can surely complain that you were misled and wouldn't have changed the name if you had known about the price increase. However, if you get told that the price will increase before the name change, and you quote the previous promise, I don't think that will force the company to allow a name change without price increase, because your phone conversation didn't create a contract.
The customer list is indeed a trade secret if the shop kept its customer list secret and has an advantage from having that customer list, while others don’t have it. And I would think that is the case, because a competitor laying their hands on the list could for example send special offers to the customers in the list. The question is whether your two hairdressers took that customer list and whether the store has reasonable evidence that they did. If customers find out where their favourite hairdresser moved to that’s no legal problem. Can’t understand why no attorney wants to take the case. To the attorney it doesn’t make a difference whether they took the list or not. If they took the list then his or her job is to end the case with the smallest possible amount of damages being paid. PS. Just read in the comments that there is an accusation of "intentional interference with economic relationship". I would want a lawyer who knows the difference between perfectly legal competition which includes trying to get customers to move their business, and "intentional interference with economic relationship". PS. Really make sure that these guys appear in court. With a lawyer. Not appearing means that if the plaintiff says "Judge, these guys did X, punish them!" and they are not there to say "We absolutely didn't do X, prove it if you can", the judge will assume that they did X.
Is It Legally Binding? While their customer service sucks, your oral authorization of the charge is legally binding (I take payments that way almost every day in my own business, it isn't an unusual business practice in small professional businesses). You authorize oral authorization of payments over the phone in the credit card agreement that your credit card company sends you every year that you don't read and throw away. The provider has to collect more information for a credit card payment over the phone than they do for an in person swipe in a credit card machine (e.g. your credit card billing address) and they are fully responsible for wrongful charges if they deal with an imposter. By regularly checking your credit card statements, you can confirm that no incorrect charges are present. Tax Issues If you want to take a tax deduction for non-reimbursed medical expenses, you simply need to tote up the amounts your are entitled to from your own records, and put it in the appropriate box on your tax forms. You don't have to attach documentation to your return. If the IRS disputes your payment, you can offer up your credit card statements and your photograph of the receipts, and if necessary, medical records to show that you received the services, to show that the payment really happened and are deductible. Your credit card company's records, reflected in your monthly credit card statements, are considered very reliable for tax purposes. You have the burden of proving that the expense was incurred and is of a type that qualifies for a deduction by a preponderance of the evidence in the event that there is a dispute that is litigated, which means that you must show that it is more likely than not that you incurred a deductible expense of that kind in that amount in that tax year. Privacy Issues While there are financial information privacy issues associated with this transaction, HIPAA, which covers medical records, normally wouldn't apply to a credit card payment that indicates the person paid, the person paying, the account, the amount and the date, but not a description of the medical services provided or to whom they were provided, which is what is normally on a credit card receipt. The financial privacy issues are also partially addressed by the provider's merchant agreement with the credit card company which contains terms requiring them to maintain certain kinds of security with respect to your financial information (which is not to say that the provider actually follows all of the requirements of their merchant agreement scrupulously, which is why data breaches happen all the time in businesses both large and small).
My understanding is that this isn't a contractual term, but rather a warning that the items don't satisfy legal requirements for individual sale. The seller and manufacturer likely don't care whether you resell the items, but the government does. In the US, at least, regulations of the Food and Drug Administration require that (with certain exceptions) food items sold at retail must be marked with a Nutrition Facts label, showing calorie counts, fat and sugar content, and so on. The FDA has information on this requirement, including citations to the relevant sections of the Code of Federal Regulations (CFR). For example, if you buy a big multipack of tiny ("fun size") candy bars, the manufacturer usually won't have printed Nutrition Facts on each candy bar's wrapper (because it's too small). There will instead be a label on the outer bag. As such, you can't legally resell the candy bars individually, because they don't meet labeling requirements. In fact, in the FDA page I linked above, you can see that manufacturers are required to print "This unit not labeled for retail sale" on individual items if they don't have Nutrition Facts labels. See the 12th item in the table of exemptions.
The law of each country where you offer the app for download applies, and you have to consider: Privacy Policy (GDPR in EU, CCPA in California, APPI in Japan, LGPD in Brasil, and more - check each country to be on the safe side) Disclaimer versus AGB/Terms and Conditions (e.g. Germany), not required but recommended Impressum (Germany, Switzerland, Austria) Value Added Tax (VAT) which is taken care of e.g. by Google Play for most countries but not all (e.g. not for Japan) in case the app is not free Consumer Protection Law - applicable (and different) everywhere There might be more, but these are the important ones I am aware of.
The audio book would probably be an infringing derivative work because the client could redistribute it once the client received it. It sounds very much like a product that is regularly sold by merchants relying on copyrights. Conceivably, simply reading a book aloud to a client in some sort of streaming context that could't be shared with others or replayed would merely be fair use, much like hiring a baby sitter to read a book aloud to your children would be clearly fair use. If there were an automatic text to sound converter as opposed to an individualized performance, it might not be considered infringing. There are people with programs that do this who haven't been sued, but the boundaries haven't been explored very thoroughly. Honestly, there isn't a lot of guidance in this area from statutory language, and the questions would often not be guided by much case law involving similar facts. Your intuition living in the modern world is probably almost as good as a lawyer's in this situation.
I make a copy of any important receipt printed on thermal paper, since the terms of many sellers and manufacturers require receipts for disputes. But I'm not aware of any law that says they have to make it convenient to maintain a receipt or other proof of purchase. However, when a company makes their terms unclear, unexpected, or difficult to comply with it seems there is often a lawyer ready to step up and file a class action lawsuit. Here's one archive to give you an idea of what companies will settle. In the United States the FTC is also empowered by law to "protect consumers," which means that if "disappearing" receipts become a widespread problem for consumers they could take action on the government's authority: The Federal Trade Commission Act is the primary statute of the Commission. Under this Act, the Commission is empowered, among other things, to (a) prevent unfair methods of competition, and unfair or deceptive acts or practices in or affecting commerce; (b) seek monetary redress and other relief for conduct injurious to consumers; (c) prescribe trade regulation rules defining with specificity acts or practices that are unfair or deceptive, and establishing requirements designed to prevent such acts or practices; (d) conduct investigations relating to the organization, business, practices, and management of entities engaged in commerce; and (e) make reports and legislative recommendations to Congress. Given the above, I wouldn't be surprised to see either a class-action lawsuit or FTC rule that requires retailers to provide "durable" receipts, or some convenient substitute.