Top consumer complaints revealed

Stress levels are higher for consumers of some products

Cars, mobile phones and televisions remain high on the list of complaints from consumers in the UK in 2009.

Secondhand cars bought from independent traders comfortably topped the list of gripes received by advice line Consumer Direct, with 24,672 complaints made.

Mobile phone service agreements were second, and televisions third, on the complaints list, which relates to the first six months of 2009.

Laptops and women's clothing complaints rose compared with a year ago.

Figures

In total, Consumer Direct received 414,000 consumer complaints in the first six months of the year. This was down 3% on the same period last year.

TOP FIVE COMPLAINTS 1. Secondhand cars from independent traders 2. Mobile phone service agreements 3. Televisions 4. Mobile phones hardware 5. Car repairs and servicing from independent garages Source: Consumer Direct

Secondhand cars have consistently been top of the list each year, but this year televisions have hurdled mobile phone hardware into third place.

One in three complaints were about defective goods, and one in four were about substandard service from stores or traders.

The top ten complaints list also included car repairs and servicing, furniture and internet service providers.

Rights

"A large proportion of customers are complaining about defective goods, so it is important that people know they have rights and may be entitled to claim free repairs, replacements or refunds," said Michele Shambrook, operations manager for Consumer Direct.

The law states that if consumers want to take something back that has nothing wrong with it, for instance something they do not like, they have no automatic right in law to do so.

But if an item is obviously faulty when they receive it, under the Sale of Goods Act 1979, the shop it was bought from should resolve the problem, with a refund, repair or replacement.

If a fault becomes evident in a product after it is used, consumers can still have a repair or replacement. In the first six months the onus of proof is on the store to dispute any claim, after six months the customer has to prove that the item was faulty when purchased.

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