Press releases
10 April 2006
Top Ten Troubles For London Consumers
Figures released today by Consumer Direct London show home improvement and maintenance work was the most complained about service in London during 2005.
Over 8% of all enquiries to the Government-funded telephone and online consumer advice helpline involved people unhappy with the work delivered by a trader working on their home.
Telecommunications came a close second, with over 7% of all calls, often with regards to mobile phone contracts.
The top ten most complained about goods or services in London also included furniture, second hand cars and audiovisual equipment.
Consumer Direct London’s Operations Manager, Amanda Elliott advises checking out a trader with an organisation like Trustmark before you take them on.
“If things do go wrong, whenever possible you should try to give the trader a chance to put things right. This may be an easier solution than trying to claim costs or damages at a later date,” said Amanda Elliott.
“It’s always worth making a note of conversations, especially about prices and keeping a record of other interactions with the trader. This kind of record can prove valuable.
“Don’t forget, calling Consumer Direct for advice before employing a tradesperson can help minimise the risk of things going wrong. What’s more our specially trained advisers are on hand if you do encounter problems.”
Whilst problems with home improvements top the list of most complained about issues, telecommunications issues predominantly regarding mobile phones come in a close second.
Regarding mobile phones Consumer Direct advises:
- Read the terms and conditions of your agreement with the Network Service Provider.
- If you choose a contract phone rather than a pre-pay phone, you will be committed to using a certain network, at a certain tariff for a minimum period of time.
- You have no rights if you simply change your mind.
- You have no rights if you have not used or looked after your phone in line with any instructions.
- Your rights cannot be taken away by terms and conditions written into a notice, receipt, contract, warranty or guarantee.
- If you can, collect together all the documents that came with the phone - including any contract, guarantee, instructions, leaflets etc.
- If you have a contract phone, check your terms and conditions. If you have a pre-pay phone, read the terms and conditions booklet supplied with the phone.
- You should contact the trader straight away and report the problem.
Consumer Direct London also released figures on the types of complaints, which showed over 54% of all calls related to the purchase of defective goods.
Substandard service accounted for over 14% of complaints, while misleading claims or omissions were involved in nearly 8% of calls through to Consumer Direct in London.
“By law goods must be of satisfactory quality, fit for their purpose and as described on the package or by the seller,” Ms Elliott said.
“The Consumer Direct helpline and website are on hand to give people advice on issues they have purchasing goods or dealing with traders.”
“If a consumer needs advice, or wants to know their rights before making a purchase or choosing a tradesperson, they should give Consumer Direct a call.”
The top 10 most complained about goods and services in London during 2005
- Home maintenance and Improvements 8.24%
- Telecommunications 7.75%
- Furniture 7.08%
- Second Hand Cars 5.50%
- Audio-visual 4.75%
- Large Domestic Appliances 4.62%
- Other Personal Goods and Services 4.35%
- Personal Computers, accessories, software and services 4.30%
- (CA) Clothing and clothing fabric 3.42%
- (BA) Food and Drink 2.97%
The top 10 most common complaints made by consumers in London 2005
- Defective goods 54.17%
- Substandard services 14.25%
- Misleading Claims/Omissions 7.58%
- Delivery/Collection/Repair 6.60%
- Prices 3.78%
- Selling practises 3.48%
- Business Practices 2.50%
- Problems pursuing a claim 1.62%
- Offers of inadequate redress 1.34%
- Cancellation 1.25%
