We investigate: how Consumer Direct protects your rights

What kind of help does Consumer Direct offer?
The role of Consumer Direct is to provide consumers with the knowledge, tools and confidence to resolve consumer problems themselves.

It will not act on an individual’s behalf or mediate with companies. But there are times when a person is deemed ‘vulnerable’ or the problem is too complex for them to sort out on their own.

Michele Shambrook, Consumer Direct’s deputy operations manager, said in these instances other organisations such as Trading Standards or the police are better placed to help.

“We rely on other agencies to help people solve more complex problems. It may require a home visit. At the moment most cases are referred on to Trading Standards who will then contact the individual within five days.

“There are also areas such as employment law that we don’t cover. But we will always try to find the right agency for a caller and advise them to contact that body,” she said.

Staff undergo six weeks of training, learning about the laws and customer service, and have to take an exam at the end. But they are only human so if you are still dissatisfied by their advice then each centre has a complaints procedure and you can ask for your complaint to be escalated.

There is also a feedback form on the website that is sent directly to Consumer Direct staff based at the OFT.

Keeping an eye on things
Logging a complaint with Consumer Direct also allows other agencies, in particular Trading Standards, to keep an eye on problems and act if a company is causing serious problems.

“Because we refer cases to Trading Standards as a matter of course it helps local offices to build up a picture of a trader in their area.

“In addition, all complaints to us are logged on a central database. Trading Standards has access to this and they use it on a regular basis. A performance indicator will flag up any company that has received more than three complaints logged against it, so the appropriate Trading Standards officers can investigate. And they do,” said Ms Shambrook.

Our verdict
Consumer Direct is aimed at all consumers who are buying or have bought goods or services and are seeking advice or redress, whether it is regarding a £20 pair of jeans or a £20,000 car.

It has in the past struggled to raise awareness of the help and advice it can offer people, but over the past two years has built up a better public profile.

As a first port of call it can help consumers get a better idea of their rights and ways to solve complaints more effectively. The Consumer Direct phone number is 08454 040 506. Consumers in Northern Ireland should contact Consumer Line on 0845 600 6262. Alternatively, you can visit the website.

Have your say. Have you used Consumer Direct in the past? Write and let us know your experience at letters@computeractive.co.uk

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