Consumer Direct

Consumer Direct is a telephone and online consumer advice service, supported by the Department of Trade and Industry.

We provide clear, practical, impartial advice to help you sort out problems and disagreements you may be having with suppliers of goods or services. From overcharging to faulty goods, from dodgy workmanship to reporting dishonest traders and scams, our advisers are ready to offer solutions for individual problems. We offer help and advice to every single consumer in Great Britain (regardless of age, gender, social background or ethnic group) who is buying or has bought goods or services. Consumers in Northern Ireland should contact ConsumerLine for advice and information.

The advice and information we give is free and you can call as many times as you need to. Telephone calls are charged for via the 0845 number, which will cost no more than 4p per minute for BT customers (other networks may vary).

Consumer Direct can:
• Help you sort out a problem or disagreement with a trader
• Help you complain to a trader
• Help you make a complaint about a trader that you believe has done something wrong
• Tell you what your rights as a consumer are
• Provide pre-shopping advice before you buy goods or services
• 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 (you can also report any scams you have experienced)
• Direct you to a regulator or other organisation if it is better suited to assist you
• Refer your case to your local Trading Standards Authority or similar agency if they are better suited to assist you

At the moment, Consumer Direct is only available for consumers in Scotland, South West England, Wales and Yorkshire and the Humber. We will be launching the service in more regions in 2005 until ultimately we become a national service.

When we launch Consumer Direct in your region, you will be able to contact us using the national telephone number, which will be advertised widely. Until then, we may refer you to a relevant agency such as a local authority's Trading Standards Services.

www.consumerdirect.gov.uk