Two Thirds Want More Consumer Protection Legislation

A MORI poll commissioned by the National Consumer Council shows that 62 percent of adults think the Government should be doing more to protect consumers.

The survey also shows that a third of those questioned have been unfairly treated in the past two years. The most common unfair treatment was overpricing of goods, followed by sub-standard work, and misleading advertising and information. Significantly, of those who had felt unfairly treated, four out of ten had not been able to resolve the problem arising from the unfair treatment.

Anna Bradley, Director of the National Consumer Council, said, "The results of this poll clearly demonstrate that the public wants the Government to do more to protect consumers. Now is the time to fulfill the promise of last year's consumer white paper and introduce a Consumer Bill in next month's Queen's Speech. We are all consumers, and without such legislation, consumers - particularly the vulnerable - will continue to suffer."

The results of the poll are published in the National Consumer Council's Annual Review, which is launched today. David Hatch CBE, Chairman of the Council, writing in the Annual Review, said, "There is one piece of outstanding business which the Government must deal with before the next election - a Consumer Bill. The Government assures us it is keen to listen; now it has a chance to live up to this ambition".

The poll of 2,132 adults was carried out between 5-9 October 2000

Summary of the findings of the poll

Two-thirds would like to have more consumer protection...

There is considerable support for stronger or additional legislation; nearly two-thirds of British adults think the Government should be doing more to protect consumers.

Most of the remaining third are satisfied with the safeguards currently in place. Those on higher incomes see less need for more Government intervention.

And one-third have felt unfairly treated....

A substantial minority of consumers (one in three) have experienced problems in the past two years. More affluent consumers report more instances of unjust treatments. Yet they are more satisfied (34%) than lower income groups (27%) with the existing level of consumer protection.

Those aged 34 and under are more likely to have experienced problems (39%) than people aged 55+ (19%).

Retailing goods, electrical items and cars are the main "offenders"...

Consumers have most difficulty with retail goods, electrical equipment and cars. While men mention more problems with cars and their repairs, and to a lesser extent, electrical equipment, women had more difficulties with retail goods (such as clothing, groceries and furniture).

People aged 55 and over - who are more likely to be homeowners - experience more problems with home maintenance/trade-unionssmen than younger consumers.

Middle income earners have significantly fewer problems with retail goods than low income earners.

Overpricing and sub-standard work are to blame....

Overpricing/lack of value for money is the main problem experienced by consumers. Over half of those who have had problems with cars and mobile phones cite this as the reason.

The second most common problem is sub-standard work; nearly two-thirds of all complaints concerning builders and trade-unionssmen related to this.

In areas such as credit services/banking and insurance, where consumers perhaps are most reliant on expert knowledge, misleading information/advertising make up a significant proportion of grievances.

A large percentage of those who had problems with PCs and electrical equipment mention lack of after-sales assistance as a problem with these goods.

Two in five problems have not been resolved...

Overall, 32% of problems have been resolved to the consumer's satisfaction, but 39% have not. Unresolved problems were highest with home maintenance/trade-unionssmen, with seven out of ten cases not satisfactorily resolved.

While men experience more problems on the whole, women achieve a higher rate of resolution than men.

Only around one in ten consumers said the problem was still on-going, with a similar number saying they did not pursue the matter. However, on-going grievances were significantly higher for problems with builders/double glazing and holidays/timeshare offers.

Those who have not resolved their problem are more likely to agree that the Government should be doing more to protect consumers (78%) than those who have (69%). Conversely, those who achieved resolution are more inclined to believe the Government was doing enough to protect consumers - 24% against 15%.