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CONSUMER DIRECT EAST MIDLANDS REVEALS TOP 10 COMPLAINTS IN 2009
Posted on 02/02/10
newsdesk
Complaints about second hand cars bought from independent dealers topped the list of complaints recorded by advice service Consumer Direct East Midlands for the fourth year running.
Nationally, 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 the East Midlands complaints were down 9 per cent in 2009, with 60,756 cases logged.
Across the country, Consumer Direct received 50,790 complaints about second hand cars bought from independent dealers, up more than eight per cent on the previous year. In the East Midlands complaints were up by nearly three per cent, to 4,535. Complaints about mobile phone contracts remained second in the region, even though complaints were down by 33 per cent. TVs came second nationally, up nine per cent, whilst they were third in the region with complaints up five per cent.
Among the top ten, complaints about women's clothing registered the highest rise, up 38 per cent in the region and by almost 23 per cent nationally on the previous year.
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 nationally. In the East Midlands the complaints rose 32 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 local Trading Standards services, the OFT and other regulators 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.
Sara Barry, Manager for Consumer Direct East Midlands 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 advice service helps consumers to go back and get the refunds, repairs and replacements they are entitled to. Finding out about your rights should be the first step in resolving any consumer problem.'
Information and advice on resolving consumer complaints is available by calling 08454 040506 or by visiting www.consumerdirect.gov.uk
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