2007
Consumer Direct South West, the government-backed telephone and online consumer advice service for the region, is celebrating its third anniversary this month.
14 September 2007
Since its launch on 15 September 2004, Consumer Direct has helped over 350,000 consumers in the South West, providing them with information about their consumer rights and advice on how to gain redress when things go wrong.
The Consumer Direct team of 29 highly trained advisers based at the regional contact centre near Redruth in Cornwall has clocked up around 38,000 hours on the phone, helping the region’s consumers save time, money and unnecessary stress.
The Consumer Direct service is managed by the Office of Fair Trading and delivered in partnership with local authority Trading Standards. Consumer Direct delivers advice as a first port of call for local Trading Standards offices, allowing them to focus in more depth on other issues.
Bill Jaggs, Head of Service at Dorset Trading Standards and Chairman of SWERCOTS Ltd, the governing body, commented:
'Consumer Direct South West continues to achieve tremendously positive outcomes for many callers to its service. That can only be good for the service it strives so well to offer to consumers across the South West and we at Trading Standards remain immensely impressed by the number of calls handled so efficiently and productively.'
Across the South West, the top 10 most complained about goods and services in the last 12 months are:
1. Second Hand Cars
2. Home maintenance and Improvements
3.Telecommunications
4.Furniture
5. Audio-visual
6. Large Domestic Appliances
7. Personal Computers, accessories, software and services
8. Clothing and clothing fabric
9. Car repairs and servicing
10. Glazing Products and Installations
Clive Kenyon, Consumer Direct South West Contact Centre Manager, said:
'It has been a privilege to head up such a fantastic service that has helped bring about so many cases of successful outcomes for callers. The service across the whole country has seen an average of £100 in value of redress for consumers, though in some instances it has been significantly higher. Here in the South West call volumes have remained constant and each day brings its challenges with a whole raft of differing cases. Thanks to Consumer Direct, we now have a clear idea of consumer issues that are affecting people across the region and our team of fully trained and expert advisors are giving those who call a friendly, helpful, clear and practical way forward to help resolve their issues.'
Consumer Direct South West has received many hundreds of calls by way of a “thank you” from happy callers, some of whom, spread over the regions 15 Local Authorities, have agreed to allow the use of their cases to publicise the service’s success. Please contact us for more information.
One such happy caller is Mrs Heather Diclaudio, from Midsomer Norton near Radstock, Bath.
Mrs Diclaudio booked a “package holiday” on the internet in April for her daughter’s 21st birthday. She believed the price of £708 to be all inclusive but received no paperwork to confirm the booking – a holiday in Fuerteventura, Canary Islands on the 20th of June for 7 days.
However, on checking her booking it became clear that essential extras were not included, such as airport transfer and in-flight meals, which would have increased the cost by at least £140.
After being advised by Consumer Direct South West that transfers should be included according to the Package Travel Regulations Act 1992, the company agreed to a full refund of all monies paid and Mrs Diclaudio was able to book elsewhere and for her daughter to enjoy her birthday in the sun.
Mrs Diclaudio commented:
'The service I received from Consumer Direct South West was outstanding. I was alerted to some points of civil law that enabled me to put my complaint in writing and pursue the holiday company for a refund. I was encouraged to ring back at every step, and guided in a friendly but always professional manner in attempting to resolve the matter. I am thankful to them all for telling me my consumer rights and helping me get the whole holiday cost refunded. Without the advice, I strongly believe the trader would not have done so. A fantastic service and excellent customer skills, I will definitely use Consumer Direct South West again should another issue arise!'
Consumers across the South West of England are able to contact Consumer Direct on 08454 04 05 06
End.
Media contact: please contact Kate Prosser on 01209 720 281, e-mail: kprosser@consumerdirect-southwest.gov.uk.
Notes to Editors
1. Consumer Direct is a government backed telephone and on-line advisory service managed by the Office of Fair Trading and delivered in partnership with local Trading Standard Authorities. Specially trained consumer advisers are on hand to provide anyone with clear, practical and impartial advice and equip them with the knowledge, tools and confidence to help resolve consumer problems.
2. Consumer Direct opening times are: Monday to Friday 0800 to 1830 and 0900 to 1300 on Saturdays, excluding bank holidays and public holidays. Consumer Direct is also available via Textphone on 08451 28 13 84
3. 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 provider.
4. The Consumer Direct service is available in England, Wales and Scotland and is delivered via 11 regional contact centres.
