We investigate: how Consumer Direct protects your rights

UK consumers probably have some of the toughest laws to protect them anywhere in the world. But the number of different laws, the loose interpretations of them and sometimes their sheer complexity can mean that many people get seriously muddled because they do not truly know their rights and how to exercise them. Retailers are often just as badly informed.

We get many letters from readers who are convinced they can demand a full refund within six months if goods are faulty.

But this is not the case; what the Sale of Goods Act actually says is that you don’t have to prove a product has a fault within the first six months. The retailer has to prove there isn’t one. If it cannot do this it must repair or replace the product, or failing that give you a refund (which could be pro rata depending on the use you have had from the device).

Unless you are very tenacious or lucky, not knowing the law can cost you dearly. The Office of Fair Trading has estimated that consumers lose out as much as £8bn each year due to problems with goods and services. If you need legal advice, Consumer Direct is there to help.

What is Consumer Direct?
Strong protection is all well and good but getting the right advice can be a hit and miss affair. In some areas Trading Standards and Citizens Advice can be excellent, but these services can still be stretched to the limit. A few years ago, national research estimated that the unmet demand for consumer advice could be as high as 1.5 million calls a year more than the number being received by existing services.

It made sense therefore to set up a national umbrella organisation and Consumer Direct was formed in 2004. There are now 12 centres including one in Northampton that deals with energy and postal disputes. The nine regional centres are supported by three national centres for England, Wales and Scotland.

Consumers in Northern Ireland have Consumer Line.

Although overall responsibility for Consumer Direct is held by the Office of Fair Trading, the organisation is operated in partnership with local authorities, Trading Standards and other Consumer Support Network members such as Citizens Advice and Consumer Focus.

However, it is the first point of call for consumers, delivering advice over the phone, online or by email on a range of consumer matters.

When people first try to get through to their local Trading Standards office, they will automatically be directed to their regional office. But because of the way it is set up Consumer Direct is also a gateway to other complementary services.

It has a longer reach than you may realise; working with international organisations such as the International Consumer Protection and Enforcement Network (ICPEN) and even the Organisation for Economic Co-operation and Development's (OECD) Consumer Policy and Competition Committees.