Hello Interloper!
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In this case, as the breast implant provider had gone into administration, there was no choice. She had to complain to the card company. This is about your Sad Fart consumer rights
As far as I read from the reports, the lady was relying on her ‘sale of goods act’ rights to make this complaint. These are what I call the Sad Fart rights, as they mean goods must be:
Satisfactory quality, As Described, Fit for purpose, And last a Reasonable length of Time.
These rules last six years from purchase. In the first six months, it’s for the company to prove they weren’t faulty when bought, after that you must prove they were. Full explanation in the Consumer Rights guide.