I had an issue that involved Trading Standards. They also quoted 'The sale of goods act' which involves services not fit for pupose. I sent a polite letter asinstructed, and no joy. They told me to go to there website and fill in there standard format letter, and print it and post to the supplier. This was enough to make this smart ass fucker poop his pants. within fourteen days everything was sorted, never have i had my ass-licked like this company did. Keep your cool, do it correctly, and you will win the day