The
Consumer Direct and Consumer Gateway
About
Consumer Direct and Consumer Gateway
Please
note: Consumer Gateway is now called Consumer Direct
Consumer
Direct is the government-funded telephone and online service offering
information and advice on consumer issues. Consumer Direct is funded
by the Office of Fair Trading and delivered in partnership with
Local Authority Trading Standards Services. Consumer Direct advisers
can answer your telephone and email queries, and provide information
and advice about your rights as a consumer. But they cannot recommend
specific goods or services, complain to a trader on your behalf,
or provide advice on certain specific products and services. If
you have a query that they can't deal with themselves, they will
do their best to refer you to an organisation that can.
Consumer
Direct Services
If you contact them by telephone or email, Consumer Direct
can:
- Provide
pre-shopping advice before you buy goods or services.
- Explain
your consumer rights.
- Advise
you if you have a problem or disagreement with a trader.
- Help
you make a complaint about a trader that you believe has done
something wrong (although they will not complain on your behalf).
- Provide
general advice on how to avoid unscrupulous traders or "cowboys".
- Explain
consumer-related issues such as warranties, buying on credit,
internet shopping, refunds and replacements etc.
- Provide
advice on avoiding trading scams and rip-offs.
- Direct
you to a regulator or other organisation if it is better suited
to assist you.
- Refer
your case to your local authority Trading Standards Services or
similar agency if they are better suited to assist you.
Consumer
Direct will deal with each caller's problems or questions individually.
They will provide an honest, impartial assessment of the situation
and where possible, they will recommend a clear course of action
to follow. Consumer Direct can only provide information and advice.
They cannot intervene directly in consumer matters, such as taking
action against a trader. If it is appropriate, they may forward
the details of a complaint to an agency that is authorised to take
direct action, such as Trading Standards Services.
You
do not have to provide personal details to use the Consumer Direct
service. However, this may affect the way they handle your query
or complaint.
What
Consumer Direct don't do
Consumer Direct cannot:
- Recommend
a trader or organisation to you (but they may direct you to another
organisation that has helpful information).
- Give
you specific information about whether there has been a complaint
about a trader.
- Complain
to a trader on your behalf.
- Provide
advice on specific products (except in relation to safety issues).
- Provide
advice on mortgages, tenancy or housing/welfare benefits.
- Provide
advice on personal debts or financial mis-selling.
- Provide
advice on local government issues.
Consumer
Direct is not a legal service. However, their advisers are trained
in all aspects of consumer rights. This enables them to offer legally
correct advice and courses of action that consumers can rely on.
Call
an adviser for help or advice: 08454 04 05 06
Call a Welsh-speaking adviser: 08454 04 05 05
Minicom users: 08451 28 13 8
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