2008
For the second consecutive year, complaints about leather furniture topped the list of complaints received by government advice service Consumer Direct Scotland.
18 January 2008
Consumer Direct Scotland, based on the Isle of Lewis, answered more than 100,000 calls and emails from consumers in 2007 and logged 51,716 complaints on its database, up 23 per cent from the previous year.
In total, Consumer Direct received 1943 complaints about leather furniture, up 10 per cent on the previous year. Complaints about second hand cars purchased from franchise dealers came second, up 27 per cent, complaints about second hand cars bought from independent dealers took the third spot, up 22 per cent. One of the biggest rises in complaints was about mobile phone service agreements, up 37 per cent from 2006.
Gordon Macdonald, Manager for Consumer Direct Scotland 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 across Scotland 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 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. The survey also showed that callers had benefited significantly from reduced worry and stress.
Since its launch in July 2004, Consumer Direct has helped Scottish consumers save an estimated £10 million in refunds, repairs and replacements.
Information and advice on consumer issues is available by calling 08454 040506
| Complaint Types | Complaints 2006 | Complaints 2007 | % Increase |
| Leather furniture | 1773 | 1943 | 10% |
| Second hand cars purchased from franchise dealer | 1517 | 1926 | 27% |
| Second hand cars purchased from independent dealer | 1424 | 1737 | 22% |
| Mobile Phones (service agreements) |
1269 | 1735 | 37% |
| Audio Visual - TVs | 1333 | 1575 | 18% |
| Mobile Phones (hardware) | 1226 | 1334 | 9% |
| Double Glazing | 967 | 1095 | 13% |
| Fitted Kitchens | 1020 | 1075 | 5% |
| Car repairs & Servicing at an Independent Garage | 821 | 874 |
6% |
| Home maintenance/Improvements - Other general building work | 810 | 848 | 5% |
Total complaints:
2006 - 42211
2007 - 51716
Increase: 23%
-ends-
Editor's Notes
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 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.
3. Consumer Direct has around 350 trained advisors in 11 contact centres across England, Wales and Scotland.
4. 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.
5. A Welsh-speaking Consumer Direct service is available on 08454 04 05 05. Minicom users should call 08451 28 13 84.
6. 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.
7. 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
