NED News Adviceline: Winter 2017

I’ve just started a new job and am being offered auto-enrolment for the first time. Do I have to join the scheme? I’m worried about meeting my living costs if I do.

Even if retirement is a long way off, or you’ve got immediate costs you need to cover it’s still worth starting a pension.

They are a great way to save for the future and can offer you financial security once you’ve stopped working. They’re also good value for money as your contribution gets topped up by both your employer and the government.

If you’re worried that auto-enrolment will make it harder for you to keep up with your living costs ask your employer how much your monthly contribution will be. Then add up the cost of your monthly expenses and take this away from your income, which should include your pension’s deduction.

It’s also worth seeing if you’re able to start receiving tax credits or a benefit such as Universal Credit to help with your living costs.

You will be automatically signed up to auto-enrolment so if you want to opt out you’ll need to tell your employer. Make sure you do this within one month to get a refund on the contribution you’ve made.

For further help understanding your options contact your nearest Citizens Advice.

I’m planning a long holiday and have been struggling to find travel insurance for a reasonable price. I’ve found a good deal from a Facebook advert but my friend thinks it might be a scam. How can I be sure if it’s legitimate?

Your friend is right to raise the possibility that it might be a scam and you should do some research on the company before making a purchase.

Insurance is a financial product and the seller must be registered with the Financial Conduct Authority (FCA). Check they’re listed on the financial watchdog’s register which can be viewed on its website.

If they’re not named, take your business to a different provider as the seller will not be legitimate. If they are listed, it’s still worth doing further checks on them.

A good starting point is comparing the price of the insurance deal with similar offers from competitors. Big discounts are often a tell-tale sign of a scam, but it could also be that the policy is cheap because it doesn’t provide adequate cover.

Ask for a copy of the full policy so you can check it against where you’re going and what you’re doing. If the seller won’t provide one, or says they will only give it to you it after you’ve paid, don’t give them your business.

Once you know the seller is legitimate use a secure payment method, such as a money transfer service like PayPal, to pay for the insurance. Don’t pay with a bank transfer, and don’t go ahead with the deal if they ask you to.

For further advice contact the consumer service or get in touch with your nearest Citizens Advice.

I am about to apply for Universal Credit for the first time, but have been told that there is a six week wait before the first payment. I’m worried that I won’t be able to pay my bills. Is this right, and is there anything I can do?

After applying for Universal Credit, there’s usually a five or six week wait before your first payment, which is explained during the application process.

Although you can’t be paid faster, there are things you can do to help tide you over.

As part of the claim process, you’ll usually attend an interview at the Jobcentre Plus.

At the interview ask if you can apply for an “advance payment” – this is a loan that will be deducted from your future benefits.

You’ll need to show how much money you need for essential bills like food and housing, and explain why the loan will protect you from serious financial difficulty – like being unable to pay your rent.

Alternatively, you can apply for an advance payment through the Universal Credit helpline on 0345 600 0723.

It’s best to apply as early as possible in your claim, as you may be turned down otherwise.

If you are refused an advance payment, you can ask the Jobcentre Plus for a reconsideration. Emergency assistance may be available if you are still turned down – Jobcentre Plus or Citizens Advice can inform of you of your next steps.

For help with your application or more information on managing your money, contact Citizens Advice.

NED News Adviceline: Spring 2017

I’ve ordered a vase online but it’s arrived broken. Is there anything I can do to get my money back?

It may seem logical to complain to the delivery company but it’s actually the responsibility of the retailer to ensure the item arrives in good condition.

Call or email their customer service department and explain the situation – you’ll find their contact details on the website or on your order form. You may be asked to email photos of the broken vase to prove it’s damaged.

You will then be offered either a refund or a replacement. It’s up to you which one you accept, but if you want a replacement ask for an estimated delivery date so you know when it will arrive.

Some retailers ask you to return items that arrive damaged. If that’s the case, you need to repackage the vase and stick the returns label provided on the front of the parcel. Include the returns form, specifying your reason for sending it back.

Depending on the retailer, you will either need to post the item through Royal Mail or they may offer to have it collected. You shouldn’t have to pay any postage costs.

If you asked for a refund you can expect to be reimbursed within 14 days of the retailer agreeing you’re entitled to one.

I bought a microwave two months ago but it’s broken already and won’t switch on. I went back to the retailer and they said they could have a go at repairing it, but I may have to pay a fee. Should I have to pay to get it fixed?

If your microwave is broken and it’s not your fault you shouldn’t have to pay the retailer to repair it.

Because you bought your microwave less than six months ago – you have the right to return it and get a free repair, a replacement or a refund. This applies whether you bought the item online or from a shop.

Check your retailer’s returns policy to see how you should return it – some will collect it for free, while others ask you to return it through a delivery service or to a store. You’ll need to show proof of purchase, such as a receipt or email confirmation, and explain the problem.

They should then offer to either replace or repair your microwave free of charge, if it’s repairable. If both options are possible, the retailer should consider which will be the quickest and most convenient for you when making a decision.

If your microwave is sent away for repair but still doesn’t work, you will be entitled to a full refund instead. You can also ask for a refund if your microwave is replaced with a different model.

I’m worried by how much money I spend on gas. My home is draughty and I turn the heating on even in summer. How can I cut my bills?

The good news is that there are a few different ways you can use less energy, and also pay less for what you use.

Start by finding out if you can get a lower price for your gas. Find a copy of your latest bill so you can see how much you’re paying per unit. Then use Citizens Advice’s online energy price comparison tool at https://energycompare.citizensadvice.org.uk/ to check if a different supplier is offering a cheaper deal.

If you do find a better offer, call or email the new supplier and ask to move to the tariff you’ve identified. They’ll inform your old supplier and switch you over to their supply. This normally takes 17 days.

You should also look into improving your insulation, such as getting draught excluders or cavity wall insulation. Energy Champions at Citizens Advice can help explain what could work best for your home and the potential costs involved.

Depending on your circumstances, you may be eligible for financial assistance to help you meet the cost of your bills, as well as any improvement works to your home.