Consumer Direct reaches 3 million milestone

Consumer Direct, the government-funded helpline, is announcing today that it has responded to over three million calls and emails since its launch in 2004.

In a recent customer survey, 84 per cent of users said they were satisfied with the service and 48 per cent said that they had completely resolved their issue after contacting Consumer Direct.

Respondents also said that in addition to helping obtain refunds, repairs and replacements, Consumer Direct had saved them time and significantly reduced worry and stress.

Last year, the top five most common complaints to Consumer Direct were about home maintenance suppliers, second hand car sales, telecommunications, furniture and audiovisual products.

Since 2004, Consumer Direct's 350 specially trained advisors have clocked up an estimated 300,000 hours on the phone, providing consumers with information on their rights and advice on resolving disputes. Current demand for the service stands at 120,000 calls and emails per month.

The Consumer Direct service is managed by the Office of Fair Trading and delivered through 11 contact centres throughout Great Britain, in partnership with local authority Trading Standards Services. Consumer Direct delivers first tier advice, allowing Trading Standards and others to focus on more difficult cases.

The information collected by Consumer Direct advisors is logged and used as a source of intelligence by local authority Trading Standards Services, the Office of Fair Trading and others who last year accessed 97,661 reports from the Consumer Direct central database.

Christine Cryne, Director for Consumer Direct at the OFT said: 'The establishment of Consumer Direct has provided everyone in Great Britain with access to clear, practical and impartial consumer advice. By empowering consumers to exercise their rights, we are encouraging businesses to raise their game and contributing to the OFT's mission to make markets work well for consumers.'

Ron Gainsford, Chief Executive of the Trading Standards Institute (TSI), said: 'Consumer Direct and Trading Standards provide an integrated service that shares intelligence and goals. As well as providing individual consumers with valuable front-line advice, the information collected by Consumer Direct is helping Trading Standards Services to protect consumers and enforce the law.'

Consumer Direct is available on 08454 04 05 06 or online at consumerdirect.gov.uk.