The law says it's up to the seller to deal with complaints about defective goods or other failures to comply with your statutory rights. Don't accept the excuse that 'it's the manufacturer's fault,' although you might also have additional rights against the manufacturer under a guarantee.
If you have to make a complaint about goods to a trader, most will try hard to deal with it properly. Go back to the shop as soon as possible. It's useful to have a receipt or other proof of purchase to take with you. Explain what the problem is, say what you want done about it, and set a deadline. If you're still not satisfied put your complaint in writing. If the shop is part of a chain, write to the head office. Address your letter to the customer services manager. If none of this works, get further advice from your local Trading Standards department, a trade association that may be able to offer arbitration, or consider whether you want to go to court.
Equally, if you have a complaint about a service, give the supplier a chance to put the matter right. If you're not satisfied put your complaint in writing, saying what you want done, and set a deadline. If you're dealing with a large business, address your letter to the customer services manager or company chairperson. Consider withholding any further money until the problem has been sorted out, but check the small print of any contract you've signed.
Be careful about withholding payments if you have a credit agreement. If you stop paying, it could affect your credit rating and so your chances of getting credit in the future. Continuing to pay will not undermine any claim you have against the lender for any unsatisfactory service by a supplier. You might want to take advice on this.
