2007
Consumer Direct Wales, the government’s telephone and online advice service, received more complaints about second hand cars bought from independent dealers than for any other specific goods or services in 2006.
The figures released today show that Consumer Direct Wales logged 3,099 cases about second hand vehicles bought from independent dealers, 5 per cent of the total 60,970 cases recorded in 2006.
Complaints about mobile phone service agreements came second with 1,704 cases, while complaints about TVs took the number three slot with 1,258 cases. The lowest number of registered complaints included glassware, chimney sweeps and space heaters with only single cases logged.
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.
Wales’ results were fairly consistent with the rest of the UK, however, the highest number of complaints to Consumer Direct from callers in London concerned mobile phone service contracts, while leather furniture was the number one complaint in Scotland.
Nationally, Consumer Direct took just over 1.5 million telephone calls and emails from consumers in 2006, up 79 per cent against the previous year, due in part to the opening of three new contact centres (in the North West, North East and the West Midlands) and a growing awareness of the service among the general public.
Christine Cryne, Director for Consumer Direct at the Office of Fair Trading said:
’In 2006, Consumer Direct successfully extended its operations to cover the whole of Great Britain. By offering more people access to the service, we have been able to gain greater intelligence about the main issues facing consumers.‘
Consumer Direct provides information about consumer rights and advises callers on how to seek redress when things go wrong. The service is managed by the Office of Fair Trading and delivered in partnership with Local Authority Trading Standards Services.
People needing consumer advice can call 08454 040506. A Welsh speaking service is available on 08454 040505.
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Wales’ Top Ten Complaints about specific goods and services in 2006
Category No of cases % of total cases
Second hand cars purchased from independent dealers 3099 5
Mobile Phones (service agreements) 1704 2.8
TVs 1258 2.0
Mobile Phones (hardware) 1158 1.9
Car repairs and servicing from independent garages 1145 1.87
General building work 1117 1.83
Upholstered furniture 1051 1.7
Women’s clothing 831 1.4
Fitted Kitchens 786 1.3
Leather furniture 759 1.2
Wales’ Overall complaint trends in 2006
Category No of cases % of total cases
Second Hand Cars 4510 7.4
Home Maintenance & Improvements 4126 6.8
Telecommunications 3638 6.0
Furniture 3328 5.4
Audio-visual 2669 4.4
Large Domestic Appliances 2167 3.5
Other Personal Goods and Services 1860 3.0
Personal Computers, Accessories, Software & Services 1683 2.8
Clothing & Clothing Fabric 1648 2.7
Car Repairs and Servicing 1635 2.6
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. A Welsh-speaking Consumer Direct service is available on 08454 04 05 05. Minicom users should call 08451 28 13 84.
5. 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.
6. 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:
Jody Keogh 029 2087 1088 or email JKeogh@cardiff.gov.uk
