Call for action on poor service and faulty goods

Group pushes for improved consumer complaints process

Citizens Advice has called on the Government to strengthen the complaints process for consumers after finding that poor services and faulty goods affected the lives of millions in the last year.

Some 14 million people suffered the knock-on effects of consumer problems in 2017 alone that affected their lives, finances or health, a survey of 5,000 people for Citizens Advice found.

This includes 3.2 million people who had to take time off work to resolve an issue.

More than half (59%) said their problem required them paying additional costs, 37% said it left them worried or anxious and 12% suffered damage to their home or property as a result.

Some 17% had to take time off work, 21% had to send emails or take calls during working hours and a quarter spent more than a month sorting out their problem.

Citizens Advice is calling on the Government to use its upcoming Consumer Green Paper to mandate better complaints procedures and solutions that remain out of the courts.

Currently, the only way of seeking financial compensation for problems relating to non-essential markets, such as those relating to used cars or home renovations, is often through small claims courts.

The charity said Alternative Dispute Resolution schemes – which usually involve an independent mediator but are voluntary – should be mandatory across all markets.

Previous research from Citizens Advice found consumer problems cost the UK £23 billion a year.