National Press releases for 2010
Complaints about second hand cars bought from independent dealers topped the list of complaints recorded by advice service Consumer Direct for the fourth year running.
Consumer Direct advisors answered more than 1.5 million calls and emails in calendar year 2009, down four per cent on the previous year, and recorded almost 850,000 complaints against traders, down three per cent.
In total, Consumer Direct received 50,790 complaints about second hand cars bought from independent dealers, up by eight per cent on the previous year. Complaints about TVs came second, up nine per cent and complaints about mobile phone service agreements came third, down 29 per cent.
Among the top ten, complaints about laptops recorded the highest rise, from 12,395 in 2008 to 17,611 in 2009, up 42 per cent.
More than half of all complaints concerned goods and services bought at the traders' premises, 13 per cent resulted from internet purchases, and 10 per cent were about telephone transactions.
Consumer Direct is an OFT-managed telephone and online service providing information on consumer rights and advice on resolving disputes with shops and traders. In many cases, the help provided by Consumer Direct allows consumers to resolve problems themselves. If further help is needed, such as specialist advice or face-to-face assistance, Consumer Direct will refer callers to local authority Trading Standards Services or to the organisation best placed to help.
The data collected by Consumer Direct is used to help the OFT, local authority Trading Standards Services and other enforcement bodies to build intelligence, determine priorities and focus resources.
The high level of used car complaints was a factor in the OFT's decision to launch a market study into second hand car sales in May 2009. The final report is due to be published in Spring this year.
David Fisher, Director of Consumer Direct said:
'While total complaint levels dropped slightly in 2009, complaints about some goods such as laptops and TVs rose significantly. In some cases, this may reflect growing sales for particular products rather than a higher percentage of faulty goods or services.
'Overall demand for consumer advice remains high, and our national service helps consumers to assert their rights and get the refunds, repairs and replacements they deserve.'
Information and advice on resolving consumer complaints is available at www.consumerdirect.gov.uk
Complaints to Consumer Direct in calendar years 2008 and 2009
|
Goods and Services |
2008 |
2009 |
% increase/ decrease |
|
Second hand cars purchased from independent dealers |
47,026 |
50,790 |
+8.0% |
|
TVs |
20,314 |
22,184 |
+9.2% |
|
Mobile Phones (service agreements) |
31,269 |
22,172 |
-29.1% |
|
Mobile Phones (hardware) |
20,160 |
18,470 |
-8.4% |
|
Lap-tops, notebooks and tablet PCs |
12,395 |
17,611 |
+42.1% |
|
Car repairs and servicing from independent garages |
16,181 |
16,387 |
+1.3% |
|
Second hand cars purchased from franchise dealers |
15,236 |
14,693 |
-3.6% |
|
Upholstered furniture |
14,532 |
14,457 |
-0.5% |
|
Women’s clothing |
14,391 |
14,201 |
-1.3% |
|
Telephone services (land line) |
12,290 |
11,631 |
-5.4% |
|
Total of all complaints to Consumer Direct |
874,307 |
849,827 |
-2.8% |
NB: Information captured by Consumer Direct is provided as given by the consumer. No opinion on the truth or verification of facts has been made by the Consumer Direct service.
