Consumer Complaints Ranked by Number of Complaints Table Consumer Complaints

Consumer Complaints 2002-3 Ranked by Number of Complaints Table 1: Consumer Complaints Analysis 2002-3 - Ranked by Number Trading Practices (see key below) 1 2 3 44861 38652 14716 21768 20678 23013 20569 14727 6932 14853 13332 15764 10019 4368 10636 5663 1945 9749 3199 7925 7345 8216 1345 5812 3594 2586 1751 3124 1596 851 2528 1614 1220 3944 1608 1404 1511 680 797 1459 364 887 12073 13911 19555 3462 5038 2527 4246 7922 11592 4514 5284 2861 2887 11616 3340 7888 14095 2066 3775 1412 1348 Home maintenance, repairs and improvements Secondhand motor vehicles Other personal goods and services Upholstered furniture Radio, TV and audiovisual equipment etc. Large white goods and major fixed appliances Personal computers and related hardware Clothing and clothing fabrics Food and drink Double glazing products and installation Mobile phones and services Motor vehicle repairs and servicing Furniture, pictures, etc Other professional services New motor vehicles Holidays Betting, competitions and prize draws Other electrical domestic appliances Other recreational goods and services Footwear and footwear repair Floor coverings Non-life insurance (including holiday insurance) Hire and credit (unsecured) Jewelry, silverware, clocks and watches CDs, audio and video tapes, records, video games Gas Telecommunications (excluding mobile phones) Pharmaceutical products and other medical services 4 8885 6056 2672 4587 4628 4654 4331 2742 269 4500 2815 2317 1853 522 2022 871 131 1727 1447 1244 1247 6 1004 1088 1250 679 756 405 524 1541 271 529 849 316 428 571 394 764 355 263 548 295 185 8A 631 587 1283 605 192 986 67 256 3286 187 39 260 415 47 127 69 17 1719 999 81 33 24 39 1420 9 22 18 8 5 9 15 14 9 422 7 75 33 263 14 24 P 3719 1135 1888 486 1069 498 719 1595 4489 493 869 1227 691 589 589 1099 100 485 451 398 352 Total 79464 62807 47439 35195 34971 33834 33604 30418 29110 27613 24824 23983 20245 19326 18521 17880 17337 16815 12300 11726 11397 % of all complaints 9.6 7.6 5.7 4.2 4.2 4.1 4.0 3.7 3.5 3.3 3.0 2.9 2.4 2.3 2.2 2.1 2.1 2.0 1.5 1.4 1.4 3130 2352 5116 1199 430 1190 3460 4995 1881 1016 807 849 1181 1341 268 25 8 12 421 444 387 10440 10381 9792 1.3 1.2 1.2 90 11 2560 2709 882 365 4568 3460 424 693 256 334 20 174 92 25 425 716 9227 8476 1.1 1.0 3064 321 2744 813 366 12 12 874 8206 1.0 3315 830 2149 462 146 309 18 474 7703 0.9 Consumer Complaints 2002-3 Ranked by Number of Complaints Plants, garden furniture, equipment, tools, services Entertainments, catering and accommodation Repairs to domestic appliances equipment Motor vehicle spare parts, tyres and accessories Toys, games and video consoles (exc. software) Nursery goods and services Electricity Books, newspapers and magazines Other motoring costs Other financial services Hardware, cleaning materials, etc Textiles and soft furnishings Motorcycles and repairs Photography (equipment, film processing, services) Estate agency, house purchase, surveying, etc. Sports goods, hobbies and camping equipment Time sharing Toilet articles, perfumery, hairdressing, etc Pets, pet foods and veterinary goods and services Boats, caravans, trailers, motorised buggies, etc Internet service providers DIY materials and tools House construction Road, rail, air and sea travel excluding car hire Ancillary credit business Extended warranties and extended guarantees Travel agents Homeworking schemes Laundry and dry cleaning Petrol and oil Bicycles and repairs Tobacco Personal banking (excluding credit) Letting agencies and management Mortgages and other secured credit Water Domestic fuel Freight, shipping and removal services Postal services Life insurance Holiday caravan renting and caravan sites Credit 'repair' services Pensions excluding occupational TOTAL % of all complaints 3878 2009 3328 1199 558 942 1195 1866 693 632 256 932 79 356 120 182 1040 54 13 24 5 474 580 455 7652 6689 6529 0.9 0.8 0.8 3176 2412 3762 1504 1059 2095 1195 2170 2725 3214 870 497 259 214 1014 440 307 486 576 315 1091 1111 496 3002 2827 1603 3184 1179 891 745 585 296 626 348 320 536 240 330 437 522 130 99 113 211 234 497 392 114 135 73 251 1410 738 89 20 97 7 656 99 101 41 3 15 22 6 4 36 9 235 356 94 579 347 463 185 395 268 108 6338 6222 6091 5962 5843 5737 5514 5366 5140 5078 0.8 0.7 0.7 0.7 0.7 0.7 0.7 0.6 0.6 0.6 2195 1288 1963 733 974 162 612 332 987 2824 1020 2994 331 170 314 145 79 300 209 157 9 11 247 3 441 167 5019 4922 4623 4408 0.6 0.6 0.6 0.5 35 223 47 1818 309 1031 201 89 590 20 281 4339 0.5 1992 2127 1264 1578 2134 1060 803 925 699 502 1987 964 1562 270 857 676 454 493 387 481 340 201 299 163 56 395759 47.6 160 237 370 283 239 349 148 428 286 238 121 58 190 38 75 173 95 37 47 155 173 87 32 47 18 66260 8.0 1211 807 1374 799 697 881 1591 818 1248 1798 177 868 252 734 784 588 925 269 431 139 350 377 246 194 38 211007 25.4 175 344 242 216 376 213 218 422 186 108 296 37 253 9 204 204 111 90 53 80 68 54 48 37 79 117 190 93 60 268 240 324 174 48 29 24 39 8 220 279 213 53 21 40 37 67 88 43 12 23066 2.8 480 76 6 347 42 42 3 7 201 126 263 342 99 466 79 38 243 23 49 392 67 153 78 4 105 103 179 120 71 73 29 56 9 4298 3834 3709 3658 3647 3286 3082 2955 2850 2723 2677 2641 2528 2247 2225 2085 1901 1567 1090 1062 1041 815 785 493 124 831829 100.0 0.5 0.5 0.4 0.4 0.4 0.4 0.4 0.4 0.3 0.3 0.3 0.3 0.3 0.3 0.3 0.3 0.2 0.2 0.1 0.1 0.1 0.1 0.1 0.1 0.0 100.0 6 6 18 284 165 121 7 56 8 14 914 444 27 96 2 4 16 75853 9.1 20367 2.4 3797 0.5 35744 4.3 Notes to Trading Practices 1. Defective goods or substandard service 2. Non-delivery of goods and delay or non-completion of services 3. Selling techniques: Misleading claims, representations or advertisements (price, quality etc) Presentation of goods or services (availability, labelling, packaging) Lack of information 4. 6. 8. A. P. Difficulty in getting faults put right or offers of inadequate redress Unfair terms and conditions including attempts to restrict liability Safety Prices and pricing (including value for money) Age restricted sales 2002-3 Consumer Complaints - By Difficult to Resolve Trading Practice Table 2: Consumer Complaints2002/3 - by Difficult to Resolve Trading Practice Difficult to Resolve complaints Home maintenance, repairs and improvements Secondhand motor vehicles Large white goods and major fixed appliances Radio, TV and audiovisual equipment etc. Upholstered furniture Double glazing products and installation Personal computers and related hardware Mobile phones and services Clothing and clothing fabrics Other personal goods and services Motor vehicle repairs and servicing New motor vehicles Furniture, pictures, etc Other electrical domestic appliances Other recreational goods and services Floor coverings Footwear and footwear repair Non-life insurance (including holiday insurance) Repairs to domestic appliances equipment Holidays Jewelry, silverware, clocks and watches Telecommunications (excluding mobile phones) Hire and credit (unsecured) Gas Plants, garden furniture, equipment, tools, services Nursery goods and services Motor vehicle spare parts, tyres and accessories % Difficult to Resolve complaints % of all complaints Total Complaints 8885 6056 4654 4628 4587 4500 4331 2815 2742 2672 2317 2022 1853 1727 1447 1247 1244 1016 932 871 849 813 807 693 632 626 585 11.71 7.98 6.14 6.10 6.05 5.93 5.71 3.71 3.62 3.52 3.05 2.67 2.44 2.28 1.91 1.64 1.64 1.34 1.23 1.15 1.12 1.07 1.06 0.91 0.83 0.83 0.77 1.07 0.73 0.56 0.56 0.55 0.54 0.52 0.34 0.33 0.32 0.28 0.24 0.22 0.21 0.17 0.15 0.15 0.12 0.11 0.10 0.10 0.10 0.10 0.08 0.08 0.08 0.07 79464 62807 33834 34971 35195 27613 33604 24824 30418 47439 23983 18521 20245 16815 12300 11397 11726 10440 6529 17880 9792 8206 10381 8476 7652 6091 6338 2002-3 Consumer Complaints - By Difficult to Resolve Trading Practice Difficult to Resolve complaints Other motoring costs Other professional services Motorcycles and repairs Pharmaceutical products and other medical services Textiles and soft furnishings CDs, audio and video tapes, records, video games Extended warranties and extended guarantees House construction Electricity Boats, caravans, trailers, motorised buggies, etc Photography (equipment, film processing, services) Hardware, cleaning materials, etc Books, newspapers and magazines Sports goods, hobbies and camping equipment Laundry and dry cleaning Toys, games and video consoles (exc. software) Food and drink Entertainments, catering and accommodation Bicycles and repairs Internet service providers Other financial services Ancillary credit business DIY materials and tools Road, rail, air and sea travel excluding car hire Personal banking (excluding credit) Letting agencies and management Toilet articles, perfumery, hairdressing, etc Travel agents Pets, pet foods and veterinary goods and services Estate agency, house purchase, surveying, etc. Time sharing Betting, competitions and prize draws Mortgages and other secured credit Homeworking schemes Water Freight, shipping and removal services Postal services Life insurance Domestic fuel Holiday caravan renting and caravan sites Credit 'repair' services Petrol and oil Tobacco Pensions excluding occupational TOTALS 536 522 522 462 437 424 422 376 348 344 331 330 320 314 296 296 269 256 253 242 240 218 216 213 204 204 201 186 175 170 145 131 111 108 90 80 68 54 53 48 37 37 9 % Difficult to Resolve complaints 0.71 0.69 0.69 0.61 0.58 0.56 0.56 0.50 0.46 0.45 0.44 0.44 0.42 0.41 0.39 0.39 0.35 0.34 0.33 0.32 0.32 0.29 0.28 0.28 0.27 0.27 0.27 0.25 0.23 0.22 0.19 0.17 0.15 0.14 0.12 0.11 0.09 0.07 0.07 0.06 0.05 0.05 0.01 0.00 100.00 % of all complaints 0.06 0.06 0.06 0.06 0.05 0.05 0.05 0.05 0.04 0.04 0.04 0.04 0.04 0.04 0.04 0.04 0.03 0.03 0.03 0.03 0.03 0.03 0.03 0.03 0.02 0.02 0.02 0.02 0.02 0.02 0.02 0.02 0.01 0.01 0.01 0.01 0.01 0.01 0.01 0.01 0.00 0.00 0.00 0.00 0.00 Total Complaints 5737 19326 5078 7703 5140 9227 2955 3647 5962 3834 5019 5366 5843 4623 2677 6222 29110 6689 2528 3709 5514 3082 3658 3286 2225 2085 4339 2850 4298 4922 4408 17337 1901 2723 1567 1062 1041 815 1090 785 493 2641 2247 124 831829 75849 Baseline Data - Consumer ADR Schemes Table 3: 2002-3 BASELINE STATS, ADR, MARKETS AND ADVISERS INFORMATION % of all Complaints Comments P 99 75 3719 9 8 14 * * * 493 691 486 352 27613 20245 35195 11397 3.32 2.43 4.23 1.37 5.93 2.44 6.05 1.64 CIArb/GGF Qualitas Qualitas Qualitas 79464 9.55 11.71 CIArb/BWPDA not known HIGH 3647 0.44 0.50 4 376 8885 4500 1853 4587 1247 529 428 679 185 187 415 605 33 1004 631 6 60 8A 42 Total Trading Practices - See Key Below 1 2 3 A 2134 239 697 % of Difficult to Resolve Independent Complaints ADR Scheme? No of Cases, 2002 Other dispute resolution Advisers Risk scheme, if known Rating AHouse construction Home maintenance, repairs and Aimprovements Double glazing products and Ainstallation AFurniture, pictures, etc AUpholstered furniture AFloor coverings A 44861 8216 12073 A A A A 14853 10019 21768 7345 2528 3944 3594 887 4514 2887 3462 1348 A 4628 4331 4654 1727 9 5 455 Group total: 6529 308454 0.78 37.08 1.23 CIArb/AMDEA 932 120 54 405 263 986 1719 498 485 33834 16815 4.07 2.02 6.13 2.28 0 524 67 24 719 33604 4.04 5.71 756 192 24 1069 34971 4.20 6.10 2725 576 891 437 135 99 9 268 5140 0.00 0.62 * 0.00 BCTC 0.58 Qualitas 30 BCTC says another 107 complaints did not go to inspection - it's not known if these were resolved A 20678 2586 5038 HIGH HIGH HIGH HIGH AMDEA says it gets 100 complaints a year about servicing A 20569 3124 4246 ATextiles and soft furnishings Radio, TV and audiovisual equipment Aetc. Personal computers and related Ahardware Large white goods and major fixed Aappliances AOther electrical domestic appliances Repairs to domestic appliances Aequipment A A 23013 9749 1751 797 2527 2066 A 3328 942 693 Group B: Other household requirement BFood and drink B 4 269 29110 1090 8476 5962 1567 0.13 0.32 0.44 CIArb/Royal 0.09 Mail 0.39 0.28 0.72 0.19 0.46 0.12 not known 1.02 0.91 0.13 0.07 CIArb/Coal not known 3.50 0.35 53 693 348 90 68 296 216 18 347 12 39 22 869 24824 12 874 8206 813 2815 849 366 37 29 93 73 49 342 1041 2677 3658 211 53 89 444 15 2 579 179 334 174 25 716 21 27 4 120 6 271 8A P Total 3286 1420 4489 1 6932 2 851 3 11592 BDomestic fuel B 387 47 431 regulator involvement regulator involvement regulator involvement regulator involvement BGas B 2709 365 3460 BElectricity BWater B B 1504 493 214 37 3002 269 Energywatch, GGCNI Energywatch, GGCNI Energywatch, GGCNI WaterVoice B B B 340 1987 1578 173 121 283 350 177 799 BPostal services BLaundry and dry cleaning BDIY materials and tools Telecommunications (excluding mobile Bphones) 0.99 0.00 2.98 0.00 0.45 0.65 0.92 12.42 1.07 0.00 3.71 0.00 B 3064 321 2744 Oftel, ICSTIS Oftel, ICSTIS HIGH regulator involvement regulator involvement BMobile phones and services B 13332 1614 5284 Otelo CIArb/various Otelo CIArb/various 0.32 Otelo 0.43 0.83 n/a (opened in 2003) not known n/a (opened in 2003) not known n/a (opened in 2003) BInternet service providers BHardware, cleaning materials, etc Plants, garden furniture, equipment, Btools, services 242 330 36 13 474 Group total: 7652 103338 632 79 182 190 114 6 656 263 395 3709 5366 B B 1264 2170 370 486 1374 1179 Oftel, ICSTIS, ISPA regulator involvement B 3878 1199 1195 1 14727 462 201 849 9 268 8 90 121 11 914 89 590 20 281 387 153 146 309 18 474 2 1596 3 7922 4 2742 6 1541 8A 256 P Total 39 1595 30418 7703 4339 9792 2247 3.66 0.93 0.52 1.18 0.27 3.61 0.61 0.26 1.12 0.01 3315 830 2149 Group C: Personal goods and services Clothing and clothing fabrics C C Pharmaceutical products and other medical services C C Toilet articles, perfumery, hairdressing, etc C C Jewelry, silverware, clocks and watches C C Tobacco C C 1818 309 1031 5116 270 1190 38 1881 734 Baseline Data - Consumer ADR Schemes % of all Complaints Comments 6 295 113 48 1250 11726 6091 2723 47439 122478 1.41 0.73 0.33 5.70 14.72 1.64 0.83 0.14 3.52 P Total 8A 81 7 398 738 3 94 6 23 1283 263 1888 Group total: % of Difficult to Resolve Independent Complaints ADR Scheme? No of Cases, 2002 Other dispute resolution Advisers Risk scheme, if known Rating Footwear and footwear repair C Nursery goods and services C Homeworking schemes C Other personal goods and services C C C C C Trading Practices - See Key Below 1 2 3 4 7925 364 1412 1244 3762 259 496 626 502 238 1798 108 14716 5812 19555 2672 P 78 2225 0.27 0.27 n/a Group D: Professional and financial ser Personal banking (excluding credit) D D 4 204 6 220 8A 7 Total 1 857 2 75 3 784 Hire and credit (unsecured) D 807 0.00 0.00 CIArb/CCTA *** Natl Consumer Credit Federation no longer operating 1341 12 444 10381 1.25 1.06 CIArb/FLA ** D 2352 430 4995 Natl Consumer Credit Federation no longer operating HIGH FLA handled 889 complaints in 2002 CCTA handles 40-50 complaints a year Note: There is a current consultation on putting these under jurisdiction of FOS Ancillary credit business D 218 54 1016 111 37 1181 213 43 12 25 8 421 103 9 10440 1901 493 124 1.26 0.23 0.06 0.01 67 29 815 240 3 79 3082 0.37 0.00 0.10 0.29 CIArb/FLA 0.00 CIArb/CCTA 0.07 n/a ** *** D 803 148 1591 Life insurance D Non-life insurance (including holiday insurance) D Mortgages and other secured credit D Credit 'repair' services D Pensions excluding occupational D D 201 87 377 D D D D 3130 454 163 56 1199 95 47 18 3460 925 194 38 Extended warranties and extended guarantees D 422 324 38 2955 0.36 D 925 428 818 1.34 n/a 0.15 n/a 0.05 0.00 n/a ADR Group/Domesti 0.56 c and General n/a (new scheme) Estate agency, house purchase, surveying, etc. D 170 300 11 167 4922 0.59 0.22 CIArb/RICS D 1288 162 2824 not known Note: An ombudsman for surveying disputes is being piloted. 0.00 204 279 56 4 105 2085 0.25 0.27 0.00 OEA OFT stage 1approved Code of 583 Practice Tenancy Deposit ADR scheme run by IHOS has been closed Letting agencies and management D D 676 173 588 Other professional services D Other financial services D 522 240 571 392 47 7 5 589 4 185 Group total: 19326 5514 64263 2.32 0.66 7.73 D D 4368 1195 1608 307 11616 3184 CIArb/Brit Assn of Architectural 0.69 Technologists not known 0.32 ** CIArb handled 9 cases for FLA in 2002 for all sectors covered. *** CIArb handled ) cases for CCTA in 2002 for all sectors covered. 0 HIGH 38 Group E: Transport ENew motor vehicles ESecondhand motor vehicles EMotor vehicle repairs and servicing 18521 62807 23983 E E E 1 10636 38652 15764 2 1404 1345 1220 3 3340 13911 2861 4 2022 6056 2317 6 394 1088 316 8A 127 587 260 P Total 9 589 33 1135 18 1227 2.23 7.55 2.88 2.67 CIArb/Ford 7.98 3.05 RMIF Online scheme EMotorcycles and repairs EBicycles and repairs EPetrol and oil 522 253 37 14 73 39 24 101 165 284 108 67 392 E E E 3214 1562 964 315 190 58 745 252 868 5078 2528 2641 0.00 0.61 0.30 0.32 0.00 VBRA 0.69 0.33 0.05 not known OFT stage 1approved Code of Practice Baseline Data - Consumer ADR Schemes % of all Complaints Comments 4 6 8A P Total Trading Practices - See Key Below 1 2 3 % of Difficult to Resolve Independent Complaints ADR Scheme? No of Cases, 2002 Other dispute resolution Advisers Risk scheme, if known Rating Road, rail, air and sea travel excluding Ecar hire E 213 268 42 7 466 3286 0.40 not known HIGH 1060 349 881 Air Transport Users Council, Rail Users Council, GCCNI EFreight, shipping and removal services E 80 40 96 71 1062 0.13 0.00 0.76 0.77 n/a (opened in 2003) not known 481 155 139 0.28 CIArb/PSA Removals Industry 0.11 Ombudsman 0.00 CIArb/BAR Motor vehicle spare parts, tyres and Eaccessories 585 130 251 235 6338 E 3176 870 1091 Boats, caravans, trailers, motorised Ebuggies, etc EOther motoring costs 344 536 117 497 76 97 126 6 463 Group total: 3834 5737 135815 0.46 0.69 16.33 not known E E 2127 2095 237 440 807 1603 CIArb/British Marine 0.45 Federation 0.71 Group F: Leisure 1 2 3 4 6 8A P Total FTravel agents 186 174 6 8 243 2850 0.34 **** F 699 286 1248 OFT stage 1approved Code of Practice ABTA received 17,500 complaints a year. Of these about 1400 go to court (mostly small claims) and 12,000 reach amicable settlement without formal action. Holiday caravan renting and caravan Fsites 48 88 16 56 785 0.09 not known F 299 32 246 0.25 CIArb/ABTA CIArb.Natl Caravan 0.06 Council F F 20 1040 24 580 6689 0.80 0.34 22 256 356 FTime sharing FBooks, newspapers and magazines Entertainments, catering and Faccommodation 145 320 157 234 47 347 4408 5843 0.53 0.70 0.19 0.42 733 1059 332 1014 2994 2827 Timeshare Consumers Association, OTE HIGH F 2009 558 1866 FHolidays F 5663 1511 7888 871 764 69 15 1099 17880 2.15 **** OFT stage 1approved Code of Practice ABTA received 17,500 complaints a year. Of these about 1400 go to court (mostly small claims) and 12,000 reach amicable settlement without formal action. 0.00 314 296 424 175 131 331 1447 75869 548 999 422 451 Group total: 79 9 3 441 355 17 14 100 79 480 201 4298 17337 5019 256 20 92 425 9227 99 1410 41 356 6222 0.75 1.11 0.52 2.08 0.60 1.48 12300 97481 831829 209 247 35 223 4623 0.56 1.15 CIArb/ABTA CIArb/Direct Holidays 0.00 (Airtours) 0.41 0.39 0.56 0.23 0.17 0.44 1.91 not known F 1963 612 1020 F 2412 497 1111 Sports goods, hobbies and camping Fequipment Toys, games and video consoles (exc. Fsoftware) CDs, audio and video tapes, records, Fvideo games Pets, pet foods and veterinary goods Fand services F 2560 882 4568 F 1992 160 1211 FBetting, competitions and prize draws F Photography (equipment, film Fprocessing, services) F 1945 680 14095 2195 974 987 FOther recreational goods and services F 3199 1459 3775 TOTALS Baseline Data - Consumer ADR Schemes % of all Complaints Comments 4 6 8A P Total Trading Practices - See Key Below 1 2 3 % of Difficult to Resolve Independent Complaints ADR Scheme? No of Cases, 2002 Other dispute resolution Advisers Risk scheme, if known Rating Notes to Trading Practices 1. Defective goods or substandard service 6. Unfair terms and conditions including attempts to restrict liability 8. Safety A. Prices and pricing (including value for money) P. Age restricted sales 4. Difficulty in getting faults put right or offers of inadequate redress Notes to Market Value Statistics Stats are taken from Consumer Trends, Household Final Consumption expenditure, ONS. Figures are for 2002, current prices, not seasonally adjusted. # - Figure for telecommunications, including mobile phones is £14012m ! - Figure for both new and second hand motor vehicles is £35668 2. Non-delivery of goods and delay or non-completion of services 3. Selling techniques: Misleading claims, representations or advertisements (price, quality etc) Presentation of goods or services (availability, labelling, packaging) Lack of information