2008
Consumer Direct reveals top ten complaints in 2007
For the second consecutive year, complaints about second hand cars bought from independent dealers topped the list of complaints received by government advice service Consumer Direct.
14 January 2008
Consumer Direct answered more than 1.5 million calls and emails from consumers in 2007 and logged 819,815 complaints on its database, up 18 per cent from the previous year.
In total, Consumer Direct received 41,880 complaints about second hand cars bought from independent traders, up 18 per cent on the previous year. Complaints about mobile phone service agreements came second, up 49 per cent and complaints about TVs came third, up 14 per cent.
David Sayer, Head of Governance for Consumer Direct North East said:
'The rise in complaints in 2007 reflects, in part, a growing awareness of the service among the general public as well as an increasing willingness among consumers to complain when they buy unsatisfactory goods or receive poor service. Consumers are finding that by arming themselves with information about their rights, they stand a better chance of resolving problems with shops and traders.'
A recent customer survey showed that over half the callers to Consumer Direct who successfully resolved their complaint saved more than £100 per person. Of the 878 callers surveyed who had successfully resolved their complaint after calling Consumer Direct, 52 per cent had managed to save over £100 through refunds, repairs and replacements and nine per cent had saved more than £1000. The survey also showed that callers had benefited significantly from reduced worry and stress.
Information and advice on consumer issues is available by calling
08454 040506.
| Complaint Types | Number of complaints 2006 | Number of complaints 2007 | % increase |
| 1 (EE02) Second hand cars purchased from independent dealers |
35392 | 41880 | + 18% |
| 2 (BM03) Mobile Phones (service agreements) | 23338 | 34679 | + 49% |
| 3 (AL03) TVs | 17337 | 19744 | + 14% |
| 4 (BM02) Mobile Phones (hardware) | 16338 | 17760 | + 9% |
| 5 (CZ99) Personal Goods and Services (Other) |
13153 | 16976 | + 29% |
| 6 (AB99) General building work (other) |
15355 | 15598 | + 2% |
| 7 (EF02) Car repairs and servicing from independent garage | 13686 | 15253 | + 11% |
| 8 (AD05) Upholstered furniture |
13549 | 14024 | + 4% |
| 9 (FJ01) Internet Service Providers | 9436 | 13536 | + 43% |
| 10 (EE01) Second hand cars purchased from franchise dealer | 11957 | 13322 | + 11% |
Total Complaints 2007: 819815 which is a rise of 18%.
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Notes for Editors
1. Each case recorded by Consumer Direct is logged using one of 453 product or service codes, enabling the service to build a picture of the areas causing most concern to consumers. This and other data is then used to inform and focus the resources and work of Local Authority Trading Standards Services and the Office of Fair Trading.
2. Consumer Direct is a telephone and online consumer advice service, managed by the Office of Fair Trading and delivered working in partnership with Local Authority Trading Standards. It provides clear, practical consumer advice to help consumers resolve problems and disagreements with suppliers of goods or services.
3. Consumer Direct North East, based in Redcar, was launched in May 2006. The service is the latest addition to the Consumer Direct network. There are now eleven regional operations in England, Wales and Scotland.
4. The service is delivered through contact centres across England, Scotland and Wales and is available to consumers via a single, telephone number and the Consumer Direct website (www.consumerdirect.gov.uk).
5. The information and advice helpline is available on 08454 04 05 06 from 0800-1830 Monday to Friday, and 0900-1300 Saturday, excluding bank holidays and public holidays.
6. To call a Welsh speaking Consumer Direct adviser, telephone 08454 04 05 05. Minicom users should call 08451 28 13 84.
7. Calls cost a maximum of 4 pence per minute from a BT landline. Calls from mobiles or other networks may vary. Your service provider may charge a minimum cost per call. The advice and information given is free.
8. Since it was first launched in 2004, Consumer Direct users have saved significant amounts of money through refunds, replacements and repairs.
MEDIA enquiries: Sue Gungaram T: 01642 495 681
