2008
For the second consecutive year, complaints about second hand cars topped the list of complaints received by government advice service Consumer Direct East Midlands.
16th January 2008
Nationally 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 the East Midlands, Consumer Direct received 113,190 calls and emails and recorded 61,558 complaints, an increase of 13% from 2006.
In total, Consumer Direct East Midlands received 4,633 complaints about second hand cars, up 10 per cent on the previous year. This reflects the same picture across the UK, with 55,202 second hand car complaints nationally, an increase of 18% from 2006.
Complaints about mobile phone contracts came second in the region, up 37 per cent, and complaints about mobile phone handsets came third, up 5 per cent, with TV complaints coming a close fourth, also up 5 per cent.
Sara Barry, Manager for Consumer Direct East Midlands said:
'The rise in complaints in 2007 reflects, in part, a growing awareness of the service amongst the general public as well as an increasing willingness amongst 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.'
'These complaint figures show that people are experiencing significantly more problems when buying modern communications equipment – from mobile phones and landline telephone services to internet service providers.'
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.
Clear, practical advice and information on any consumer issue is available by calling Consumer Direct on 08454 04 05 06.
Top 10 East Midlands Complaints in 2007
| Complaint Types | Number of complaints 2006 | Number of complaints 2007 | % increase |
| 1 Second hand cars | 4219 | 4633 | + 10% |
| 2 Mobile Phones (service agreements) | 1821 | 2498 | + 37% |
| 3 Mobile Phones (hardware) | 1342 | 1414 | + 5% |
| 4 TVs | 1337 | 1411 | + 5% |
| 5 Car repairs and servicing from independent garage | 1281 | 1296 | + 1% |
| 6 General building work | 1287 | 1141 | - 11% |
| 7 Internet Service Providers | 625 | 984 | + 57% |
| 8 Upholstered furniture | 912 | 924 | + 1% |
| 9 Double Glazing | 705 | 849 | + 20% |
| 10 Telephone services (land line) | 643 | 823 | + 28% |
Total Complaints 54,718 61,558 + 13%
-ends-
MEDIA enquiries:
Georgina Barton
Tel: 01522 535792
Mobile: 07768 840239
Email: georgina.barton@consumerdirect-eastmidlands.gov.uk
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 advisers 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.
