Consumer Direct
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Consumer Direct issues warning to mobility aid buyers
A rise in complaints about mobility aids has led Consumer Direct to issue a warning about the sharp practices of some operators selling mobility scooters, bath aids and orthopaedic furniture.
Consumer Direct, the OFT-managed advice service, received more than 1500 complaints about mobility aid purchases in the first four months of this year, up 8 per cent on the same period last year. Many complaints related to defective products and customer service issues, while almost a quarter were about sales and business practices, including allegations that traders were making misleading claims.
Callers complained about salespeople engaging in high pressure sales tactics, spending several hours in their homes, and in some cases falsely claiming to be working for Social Services, the Department for Work and Pensions or the National Health Service.
Michele Shambrook, Operations Manager for Consumer Direct said: 'Mobility aids like these can provide welcome independence and relief to the sick, elderly and disabled but prospective buyers need to guard against the tactics of some rogue operators.
'Many of these products are sold to people in their own homes where they can be particularly vulnerable to high pressure selling techniques. It's worth remembering that if you agree to buy something in the home that you later regret, you will have cancellation rights.'
New laws that came into force in October 2008 in most cases give consumers seven days to cancel contracts entered into in the home.
Other regulations introduced in May last year prohibit traders from treating consumers unfairly, misleading them through acts or omissions, or subjecting them to aggressive practices such as high pressure selling techniques. Traders are also required to leave premises when asked.
Breach of the new regulations is an offence punishable by up to two years imprisonment and/or an unlimited fine. A number of mobility aid companies are currently being investigated by local authority Trading Standards Services.
Prospective buyers are advised to consider using companies that are members of the British Healthcare Trades Association (BHTA), a trade body currently working towards official OFT approval of its consumer code of practice. BHTA member companies offer consumers safeguards that go beyond those required by consumer protection law, including access to a free independent redress scheme should things go wrong.
People who need advice can contact Consumer Direct on 08454 04 05 06 or via the website at http://www.consumerdirect.gov.uk
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Editor's Notes:
* On 1 October 2008 the 'Cancellation of Contracts Made in a Consumer's Home or Place of Work etc Regulations 2008' (the Regulations) came into force. The Regulations are aimed at traders who enter into a contract with a consumer at their home or workplace. They also cover contracts made at another individual's home or on an excursion organised by the trader away from their business premises. More information is available at: http://www.oft.gov.uk/advice_and_resources/small_businesses/doorstep-selling/
* More information about the Consumer Protection from Unfair Trading Regulations which came into force in May 2008 can be found at: http://www.oft.gov.uk/advice_and_resources/small_businesses/competing/protection
* Consumer Direct is a telephone and online consumer advice service managed by the OFT. It operates in partnership with Local Authority Trading Standards Services to offer consumers clear, practical and impartial advice and information.
* Consumer Direct has around 400 trained advisors in 12 contact centres across England, Wales and Scotland.
* The information and advice helpline is available on a single national telephone number - 08454 04 05 06 from 0800 - 1830 Monday to Friday, and 0900 - 1300 Saturday, excluding bank holidays and public holidays.
* A Welsh-speaking Consumer Direct service is available on 08454 04 05 05. Minicom users should call 08451 28 13 84.
* Calls to the Consumer Direct 0845 numbers are charged at no more than four pence per minute from a BT landline and may be free depending on your call plan. Call charges from other landline providers or mobile phones may vary. Please check the rate with your phone service provider.
* Northern Ireland has its own service called ConsumerLine (available on 08456 00 62 62) which is similar to Consumer Direct.
* More information on the OFT's Consumer Codes Approval Scheme is available here: http://www.oft.gov.uk/oft_at_work/consumer_initiatives/codes/ . The BHTA code completed Stage one of the process in July 2006 - please see press release here http://www.oft.gov.uk/news/press/2006/108-06
