2007
A recent customer survey has shown that over half the callers to Consumer Direct who successfully resolve their complaint save more than £100 per person.
20 June 2007
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.
One lady from Flintshire called Consumer Direct in January to find out her rights after she had taken delivery of a new three piece suite which arrived with significant scuffs and tears. Armed with advice from Consumer Direct, she decided to formally reject the whole suite and successfully obtained a full refund of £2300 from the shop.
Consumer Direct offers callers clear, practical advice on a range of consumer issues. Its 350 advisors provide pre-shopping tips, information on consumer rights and practical advice on obtaining redress.
Last year, the top five most common complaints to Consumer Direct were about home maintenance suppliers, second hand car sales, telecommunications, furniture and audiovisual products.
The Consumer Direct service is managed by the Office of Fair Trading and delivered through 11 contact centres throughout Great Britain, in partnership with local authority Trading Standards Services. Consumer Direct delivers first tier advice, allowing Trading Standards and others to focus on more difficult cases.
Christine Cryne, Director for Consumer Direct at the OFT said:
‘The survey shows that as empowered consumers, we can really help ourselves get a better deal. By asserting our rights, we are also encouraging responsible businesses to provide better levels of quality and service.’
Consumer Direct is available on 08454 04 05 06
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NOTES
1. Consumer Direct is a telephone and online consumer advice service managed by the Office of Fair Trading and delivered in partnership with local authority Trading Standards Services. It offers consumers clear, practical and impartial advice and information.
2. Consumer Direct has around 350 highly trained advisors in 11 centres based in London, the South East, the South West, the East of England, the West Midlands, the East Midlands, Wales, Yorkshire and the Humber, the North West, the North East and Scotland.
3. The information and advice helpline is available on a single low-cost national telephone number - 08454 04 05 06 from 0800 – 1830 Monday to Friday, and 0900 – 1300 Saturday, excluding bank holidays and public holidays.
4. Calls cost a maximum of four pence per minute from a BT landline. Calls from mobiles or other networks may vary. Your service provider may charge a minimum cost per call.
5. A Welsh-speaking Consumer Direct service is available on 08454 04 05 05. Minicom users should call 08451 28 13 84.
MEDIA enquiries:
Frank Shepherd, tel: 020 7211 8133
frank.shepherd@oft.gsi.gov.uk
