2007
Consumer Direct Scotland, the government-backed telephone and online consumer advice service, is celebrating its third anniversary.
11 July 2007
Since its launch in July 2004, Consumer Direct has helped over 300,000 consumers in Scotland providing them with information about their consumer rights and advice on how to gain redress when things go wrong.
A recent survey showed that of those who successfully resolved their issue after contacting Consumer Direct, over half saved more than £100 through refunds, repairs and replacements, with nine per cent saving over £1000. Since launch, Consumer Direct has helped Scottish consumers save an estimated £10 million.
Consumer Direct Scotland is based on the Isle of Lewis and was the first of 11 advice centres to open in the UK. It provides around 30 jobs in the Islands. The national service is managed by the Office of Fair Trading and delivered in partnership with local authority Trading Standards Services and other key stakeholders. Comhairle nan Eilean Siar runs the Scottish service on behalf of the OFT.
Consumer Direct advisors offer first tier advice to callers giving them the knowledge, tools and confidence to deal with the problem themselves. This enables Trading Standards staff to focus their skills and resources where they can add most value: providing face-to-face help, dealing with complex cases and clamping down on rogue traders.
In 2006 Consumer Direct Scotland received more complaints about home maintenance and improvements than for any other goods or services; complaints about furniture came second, while complaints about second hand cars took the number three slot.
Present to help celebrate the third anniversary were: Philip Collins, Chairman of the Office of Fair Trading, Christine Wade, Assistant Chief Executive of Consumer Advice and Trading Standards at the Office of Fair Trading, David Thompson, Chairman of the Society of Chief Officers of Trading Standards in Scotland (SCOTSS), other local authority partners and Harry Hogg, Commercial Director of Telecom Service Centres Ltd (TSC).
The Convener of Comhairle nan Eilean Siar, Alex MacDonald, said:
“This is an important anniversary for all those involved with Consumer Direct. The Comhairle has been delighted to support this initiative which clearly demonstrates that the Western isles is a superb location for modern business. I’d like to acknowledge the continued support of our local authority partners and key stakeholders in supporting the service. The Comhairle has recently made the transition to become fully responsible for the operation and management of the service. The new Manager, Gordon MacDonald and the team here are determined to ensure this centre offers an excellent service to Scottish consumers.”
Philip Collins, Chairman of the OFT said:
“Consumer Direct is at the heart of the OFT’s mission to make markets work well for consumers. By providing high quality advice and information, Consumer Direct Scotland empowers and educates consumers in Scotland to deal effectively with traders and businesses, and encourages traders and businesses to deal fairly and responsibly with Scottish consumers, which benefits the Scottish economy as a whole.”
Anyone in need of clear, practical consumer advice can contact Consumer Direct Scotland on 08454 04 05 06
-ends-
Top Ten Complaints in Scotland in 2006
Category No of cases %
(AB) Home maintenance and Improvements 5309 10.0
(AD) Furniture 4312 8.1
(EE) Second Hand Cars 3682 6.9
(BM) Telecommunications 3483 6.5
(AL) Audio-visual 2979 5.6
(AN) Large Domestic Appliances 1977 3.7
(AM) Personal Computers, accessories, software and services 1804 3.4
(AC) Glazing Products and Installations 1732 3.3
(EF) Car repairs and servicing 1618 3.0
(CA) Clothing and clothing fabric 1455 2.7
NOTES
1. Consumer Direct is a telephone and online consumer advice service funded by government and managed by the Office of Fair Trading. It operates in partnership with local authority Trading Standards Services to offer consumers clear, practical and impartial advice and information.
2. Consumer Direct has around 350 trained advisers in 11 contact centres across England, Wales and Scotland.
3. The information and advice helpline is available on a single national telephone number - 08454 04 05 06 from 0800 – 1830 Monday to Friday, and 0900 – 1300 Saturday, excluding bank holidays and public holidays.
4. Calls to the Consumer Direct 0845 numbers are charged at no more than four pence per minute from a BT landline. Call charges from other landline providers or mobile phones may vary. Please check the rate with your phone service provider.
5. Northern Ireland has its own service called ConsumerLine (available on 08456 00 62 62) which is similar to Consumer Direct. Visit the ConsumerLine website.
MEDIA enquiries:
Jean Mackenzie: 01851 822300
Issued by: Nigel Scott, Comhairle nan Eilean Siar, 01851 709389, 07884 236103
