When you discover a defect, get in contact with the seller or service provider and do it without delay. It is often advisable to to make a written complaint, attaching a copy of the receipt of payment and the possible quarantee, explain when the product has been bought, what the defect is, when and how it has manifested itself and what kind of rectification you expect. Loss of receipt does not prevent you from making a complaint, but it makes it easier.
Even though the seller is the first and often the best party to turn to for rectification and compensation, this is not always possible. You have the right to direct your claim to the previous suppliers such as the importer and the manufacturer also. Sometimes you may also need to turn to the agent who has brokered the contract and in cases where the goods or services have been financed by consumer credit or a credit card, to the creditor or the credit card company. The latter two are only liable to the extent they have received in payment, however.
The complaint shall be made within a reasonable time of discovering the defect or the time when the defect ought to have been discovered. In sale of goods the buyer always has a period of two months from discovering the defect to notify of the defect.
If you need more information about the applicable law, need advice or your complaint has not led to desired results, you may turn to the consumer adviser of your municipality if you live in Finland. It is a statutory duty of the Finnish municipalities to provide free consumer counselling to their inhabitants. A list of the consumer advisers across Finland can be found at the pages of the Finnish Consumer Agency.
If you live in another EU-country and need help with regard to Finnish consumer protection, you may turn directly to the European Consumer Centre Finland, which will give you information, advice and assistance in seeking to settle the problem. You may also turn to the European Consumer Centre of your own country, who in turn will be in contact with ECC Helsinki, if this seems easier to you.
If these measures do not lead to results, there remains the possibility of taking the matter before the Finnish Consumer Dispute Board or The Finnish financial ombudsman bureau, either directly or by contacting The European Consumer Centre in your own country.