Top ten consumer complaints 2007
For the second year running, second hand cars purchased from independent dealers topped the list of complaints received by Consumer Direct.
In total, Consumer Direct received 41,880 complaints about second hand cars bought from independent traders, up 18 per cent on the previous year. Complaints about mobile phone service agreements came second, up 49 per cent and complaints about TVs came third, up 14 per cent.
Michele Shambrook, Operations Manager for Consumer Direct said that the rise in complaints in 2007 reflected, in part, a growing awareness of the service among the general public as well as an increased willingness among consumers to complain when they buy unsatisfactory goods or receive poor service. She went on to say that consumers are finding that by arming themselves with information about their rights, they stand a better chance of resolving problems with shops and traders.
A recent customer survey showed that over half the callers to Consumer Direct who successfully resolved their complaint saved more than £100 per person. 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.
| Complaint types | Number of complaints 2006 | Number of complaints 2007 | % increase |
|---|---|---|---|
| 1. Second hand cars purchased from independent dealers | 35392 | 41880 | 18% |
| 2. Mobile Phones (service agreements) | 23338 | 34679 | 49% |
| 3. TVs | 17337 | 19744 | 14% |
| 4. Mobile Phones (hardware) | 16338 | 17760 | 9% |
| 5. Personal Goods and Services (other) | 13153 | 16976 | 29% |
| 6. General building work (other) | 15355 | 15598 | 2% |
| 7. Car repairs and servicing from independent garage | 13686 | 15253 | 11% |
| 8. Upholstered furniture | 13549 | 14024 | 4% |
| 9. Internet Service Providers | 9436 | 13536 | 43% |
| 10. Second hand cars purchased from franchise dealer | 11957 | 13322 | 11% |
| Total Complaints 2007 | 695463 | 819815 | 18% |
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just wondered if you can give me advice on some thing i bought from an internet site..
i bought some boots, when they arrived they were to small so i emailed the company for there return address and was told they would retain £8 from the £50 i paid for them for some one to check them over when they recive the boots back, so now i have had to pay £9.00 to send them back which i know i have too, so all in all i will of paid £17 for a pair of boots just for trying them on. in there terms and conditions it does not say anything about an £8 fee for checking products over, so i emailed them back to tell them that, and he wrote back saying it was admin fees and it has to be paid i am a bit baffled as it does not seem fair.