This Is Why Consumer confidence: Knowing your rights
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Nov 18, 2025 Jess Sharp, a Money Live reporter and consumer-rights specialist, shares vital insights into navigating the tricky waters of consumer rights during financially tight times. She discusses the competition watchdog's crackdown on hidden online fees and what shoppers can do to protect themselves. From understanding protections for secondhand purchases to claiming compensation for holiday mishaps, Jess covers it all. Learn how to shop smartly for Black Friday and ensure you know your rights when it comes to returns and refunds.
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Refund After Holiday From Hell
- Danika paid £1,500 for an all-inclusive Tunisia holiday that had cockroaches, flies and mould, so she sought a refund.
- Love Holidays apologised and refunded £419 after Sky's intervention under package-travel protections.
Claim Properly For Holiday Failures
- Claim under the Package Holiday Act for loss of value, out-of-pocket expenses, or loss of enjoyment.
- Gather evidence of costs and quality shortfalls to support your compensation claim.
Lost Luggage On A Long Road Trip
- Howard had all his luggage lost on a four-week US road trip and claimed over £1,000 from British Airways.
- BA offered essential item compensation and vouchers, but refused a £333 claim for time and mileage shopping replacements.