CONSUMER DIRECT News
Release (090603mobilityaids) issued by COI News Distribution Service
on 3 June 2009
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