One in three consumers claims their rights are ignored
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Issued 14 September 2009
One in three people feel their consumer rights have been ignored and more
than a quarter of people (28%) are more likely to complain about goods they
bought during the economic downturn according to a new survey.
The survey, commissioned by the Department for Business, is released on the
same day as Consumer Minister Kevin Brennan launches a “Know Your Consumer
Rights” campaign - a major new drive to support consumers and help them
understand their rights.
Highlights from the survey of 2,000 people include:
· People aged 35 plus feel they are more likely to be overcharged or misled
shopping on the high street than on the internet. But those aged between 16 and
34 said the internet posed a greater risk than the high street
· 31 per cent of women claim they are more likely to complain about goods
during the economic downturn compared to 25 per cent of men
· 58 per cent of consumers claim they have complained to a store about
goods, asked for a refund or an exchange between one and three times in the past
three years
· One third of consumers claim they have complained to a store about goods,
asked for a refund or asked for an exchange more than three times in the past
three years
Consumer Minister Kevin Brennan said:
“Robust protections are in place to support consumers. But we want to see a
dramatic improvement in awareness of those protections and rights.
“Knowledgeable, confident consumers are much more likely to get a fair deal,
save money and get the right result when things go wrong. This is especially
important during the current economic climate, when every penny is even more
precious than usual.”
Vivienne Dews, Executive Director at the Office of Fair Trading said:
“When people are aware of their rights and businesses respect their
obligations, consumers can shop with confidence, which is good for them and good
for business.”
The Department for Business is working with Trading Standards Institute,
Consumer Direct, the Office of Fair Trading and Consumer Focus to highlight the
campaign which will run until 2010.
The ‘Know Your Consumer Rights’ campaign is focussed on ensuring consumers
know three key legal rights:
· Goods must fit the description given
· Be of satisfactory quality
· Be suitable for purpose
And important information for consumers to know:
· If goods are faulty it is the retailers responsibility not the
manufacturers
· If a trader visits your home you have a cooling off period of seven days
during which an order can be cancelled without any reason and a full refund made
· If you buy goods off the internet, in most cases, you have a cooling-off
period during which an order can be cancelled without any reason and a full
refund made
Consumers are encouraged to contact Consumer Direct on 08454 040506 or visit
the website www.consumerdirect.gov.uk for further information.
Notes
1. The ‘Know Your Consumer Rights’ campaign kicks off Trading Standard’ s
National Consumer Week. The campaign will run until 2010 with future activity
planned around the New Year. It was developed in response to the Government’s
consumer law review which highlighted gaps in knowledge of consumer rights. The
campaign was one of the actions referred to in the Government’s recent consumer
white paper “A better deal for consumers – Delivering Real Help Now and Change
for the Future.”
2. Retail partners who have joined the “Know Your Consumer Rights” campaign
include: Asda, figleaves.com, B & Q, Wickes, WhataFind.com and ASOS.com
3. The survey was conducted by BMRB and questioned 2,009 people in England,
Scotland and Wales. Further information is available at
www.bis.gov.uk
Questions included:
Have you ever felt a member of staff working in a shop or for an online store
has attempted to dismiss your claims or ignore your consumer rights when you’ve
tried to return goods or get a refund?Has trying to save money in the recession
made you more or less likely to complain about the goods that you’ve
purchased?Do you feel you are more likely to be overcharged or misled shopping
on the internet or on the high street?Over the last three years, how many times
have you complained to a store about goods you have bought, asked for a refund
and/or asked for an exchange
4. Best practice for business is provided through the Businesslink website
www.businesslink.gov.uk/consumersrights to help educate and train their
staff on key consumer rights.
Department for Business, Innovation & Skills
The Department for Business, Innovation and Skills (BIS) is building a
dynamic and competitive UK economy by: creating the conditions for business
success; promoting innovation, enterprise and science; and giving everyone the
skills and opportunities to succeed. To achieve this it will foster world-class
universities and promote an open global economy. BIS - Investing in our future.
Contacts:
BIS Press Office
NDS.BIS@coi.gsi.gov.uk
Helen Cook
Phone: 020 7215 6963
Helen.Cook@bis.gsi.gov.uk
© Crown Copyright. Material taken from the Department for Business, Innovation & Skills. Reproduced under the terms and conditions of the Click-Use
Licence.
