Know your consumer rights - Trading Standards

Trading Standards Service has advised consumers to be aware of their rights when purchasing goods.

The advice follows a recent survey by the UK’s Department for Business, Innovation and Skills (BIS), which found that 58% of consumers have complained to a shop about goods, or asked for a refund or exchange on purchases, between one and three times in the past three years.

While the survey found that more than a quarter of consumers (28%) are more likely to complain about goods they have bought during the economic downturn, there were still one in three people who felt that their rights had been ignored.

Consumerline manager Stephen Thompson said: “Robust protections are in place to support consumers, but it is important that more people are aware of their protections and rights.

“Knowledgeable, confident consumers are much more likely to get a fair deal, save money and get the right result when unsatisfied with their purchases. This is especially important during the current economic climate, when every penny counts.”

The ‘Know Your Consumer Rights’ campaign is a UK-wide initiative by BIS and is part of a major new drive to support consumers and help them understand their legal rights. Northern Ireland Trading Standards Service is working with Consumer Direct, the Office of Fair Trading, Consumer Focus and the Trading Standards Institute to highlight the campaign, which focuses on improving consumers’ knowledge of their three key legal rights: that goods must fit the description given, be of satisfactory quality and be suitable for purpose.

Stephen outlined the following important information for consumers. He said: “If goods are faulty, it is the responsibility of the retailer, not the manufacturer, to take action. Customers should return the goods to the retailer, where they will be offered a repair, replacement or refund depending on the circumstances.

“When a customer agrees to purchase goods or services from a trader who visits them at home, they are entitled to a cooling off period of seven days, during which an order can be cancelled without any reason and a full refund made. Similarly, if goods are bought from the internet, in the majority of cases customers are entitled to the same cooling-off period.”

Concluding, Stephen Thompson said: “When consumers are aware of their rights and businesses adhere to their legal obligations, customers can shop with confidence, which is good for them and good for business.”

Consumers are encouraged to contact Consumerline on tel: 0845 600 62 62 or visit the website www.consumerdirect.gov.uk for further information.

Notes to Editors:

1. The survey was carried out by BIS during August 2009 and surveyed 2009 people.

2. Consumerline is the telephone and online advice service for Northern Ireland consumers. Telephone advisors provide clear, practical advice on a wide range of consumer issues. If it is appropriate Consumerline will forward details of complaints to the Trading Standards Service for investigation.

3. For further information on the 'Know Your Consumer Rights' campaign, visit http://www.berr.gov.uk/whatwedo/consumers/index.html.

4. For media enquiries please contact the DETI Press Office, telephone 028 9052 9297. Out of office hours, please contact the Duty Press Officer via pager number 07699 715 440 and your call will be returned