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Kingdom they are protected by laws such as the Sale of Goods Act, the Supply of Goods
and Services Act, the Distance Selling Regulations, the Consumer Protection Act and the
Consumer Credit Act.
On the next page you will see a summary of some of the key points from these laws, and
some other information which consumers might find useful. Complete the paragraphs
with words and expressions from the box.
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 accurate description as described claim for compensation cooling-off period
credit card fraud credit voucher defective delivery arrangements
fit for intended purpose give a refund guarantee or warranty opt out of
poor workmanship proof of purchase reasonable care and skill
reasonable charge receipt responsibilities and liabilities satisfactory quality
specified period unsolicited mail unsolicited telemarketing wear and tear
within a reasonable time written confirmation
1. Providers of goods and services (including credit providers and hire companies) all have
____________ towards the customer which are aimed at protecting the customer and his / her
rights.
2. When you buy goods, they must be of ____________: the condition they are in should match your
expectations based on the price you paid. They should also be '____________' (in other words, they
must match the description made by the provider and / or the manufacturer), and they must be
'____________' (they should do what you expect them to do).
3. All goods must carry a ____________ in case they go wrong or do not meet your expectations.
4. If you need to return goods to a shop or other supplier, you should do so ____________: many
shops and suppliers specify their own limit, usually 28 days, and can refuse to do anything if there is
evidence of unreasonable ____________ (signs that the goods have been used more than is normal
or for a purpose for which they were not designed).
5. If you take goods back to a shop, they are entitled to ask for ____________, such as a
____________, a credit card slip, etc, that shows you actually bought the goods from them.
6. Many shops may refuse (illegally, if the product you have bought is faulty or ____________) to
____________, and instead of returning your money will offer you a ____________ to use in that
shop at a later date.
7. Where certain goods or services are ordered on the Internet, on-line shops should offer their
customers a ____________ after they have ordered them, in case the customer decides to suddenly
cancel their order.
8. On-line (Internet) shops should give the customer an ____________ of the goods being sold, and
clearly state the price, ____________ and options (how and when the customer can expect to
receive their goods, whether there is an extra charge for postage, et(c).
9. On-line shops should also protect customers against ____________, and should allow customers to
____________ receiving further information and ____________, ____________ or unsolicited
emails. They should also send the customer ____________ of their order (often in the form of an
email sent after the order has been placed).
10. If a service is being provided (for example, a mobile phone contract), and there is a ____________
for the contract, this must be clearly stated by the provider.
11. If you buy faulty goods with a credit card, and those goods cost between £100 and £300, you have
an equal ____________ against the seller of the goods and the credit card company.
12. Where a service such as the repair of a car is being provided, it should be done with ____________
(an unsatisfactory standard of work or general ____________ should not be accepted by the
customer) for a ____________ (the customer should not have to pay an excessive amount of money)
and within a reasonable time.
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Signs and notices
Where would you expect to see signs and notices 1  48? Choose from the most
appropriate option from the box. In some cases, more than one answer may be possible.
At a bus stop. At the zoo. By the side of the road. In a bank. In a café.
In a car park. In a hotel. In a pub. In a public area such as a shopping centre or park.
In a shop. In a library or a hospital. In a supermarket. On the emergency alarm on a train.
On a bus. On or outside a commercial or residential building. On a fire alarm.
On a machine or a toilet door. On the back of a lorry or commercial vehicle.
On an envelope or parcel. On the London Underground
On the packet or bottle of a pharmaceutical product. On a shop window.
On a wall or other empty surface. On your car windscreen.
At the entrance to a toilet. In the entrance to a museum, cinema or theatre.
Outside a hotel or guest house. Outside a piece of private land. Outside a pub.
1. 2. 3.
Please wait here until a
Exact fare please. Baskets only.
cashier is available.
4. 5. 6.
No vacancies. No waiting at any time. To let.
7. 8. 9.
Please keep clear. Gates in
Pay and display. For external use only.
constant use.
10. 11. 12.
Sunday and bank holiday: Trespassers will be
Silence please.
no service. prosecuted.
13. 14. 15.
Out of order. All major cards accepted. Sale.
16. 17. 18.
Please take a ticket and
Please handle with care. wait for your number to Ladies.
appear.
19. 20. 21.
Do not exceed the stated In case of emergency,
Gents.
dosage. break glass.
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22. 23. 24.
No skateboarding. No ball
Fixed penalty notice. No billposting.
games.
25. 26. 27.
B&B. Fine for improper use: £50. Wet paint.
28. 29. 30.
No littering. Fragile. Kill your speed.
31. 32. 33.
Stand on the right. Give way. Queue this side.
34. 35. 36.
Latest checkout time: Please order food at the
Do not feed the animals.
11.00. bar.
37. 38. 39. [ Pobierz całość w formacie PDF ]