THE Consumer Direct service will start next year, and will "give people the confidence to exercise their rights", pledged Consumer Minister Melanie Johnson.

In July 2001, I had a small extension to the front hall-way of my bungalow, a disabled ramp removed, and the flat roof, which was letting in water, converted to pitched.

Plans were drawn by an architectural technician who had already drawn plans for a neighbour's bungalow. The builder negotiated the cost, and said half was payable at the end of the first week. Another payment was made and, although at this stage I was not happy, there was no way back.

The builder can only be described as "a cowboy"!

The extension is now a damp, dank eyesore. He didn't even follow the plans. Indeed, as I write this letter, the damp is still spreading across the ceiling and down the walls.

I rang Trading Standards and their advice was to write to him, but the architect did not know his address. I was horrified.

The builder had mentioned that he lived in Moston, so I drove around the area until I found his van. He ignored subsequent letters from me and from Trading Standards, so I sued him through the Small Claims Court and, after he failed to attend court twice, he was ordered to pay £5,115 into court within 14 days. No money was paid, and his neighbour later told me that he had gone to live in Spain.

A surveyor's report listed 31 faults and concluded that it would be cheaper to take the extension down and re-build it. The estimated cost of that is £7,000.

I am a pensioner, and thought hard before committing myself to the £4,500 it would have originally cost. To find another £7,000 would be impossible.

I am now writing to Consumer Minister Ms Johnson, enclosing the surveyor's report and some photographs, and asking her what rights I actually do have!

BARBARA WEST