Consumer Direct is a national telephone and online consumer advice and information service funded by the Office of Fair Trading. Its aim is to provide consumers with the knowledge, tools and confidence to resolve their consumer problems themselves.

Consumer Direct is operated in partnership with Local Authorities, Trading Standards and other Consumer Support Network members. Consumer Direct will be the first point of call for consumers, delivering first tier advice on a range of consumer matters, and where further help is required it will be a gateway to other complementary services.

Key Facts:

Consumer Direct will offer advice to consumers by telephone, by e-mail or on the web.

Consumer Direct does not replace existing services, such as Trading Standards, Citizens Advice and other members of Consumer Support Networks, but works with them to provide a complete support service for consumers.

From the 1 April 2006, the responsibility of Consumer Direct was transferred from the DTI to the Office of Fair Trading.

Frequently asked Questions (FAQs)

Q1. Why set up Consumer Direct?
Q2. What advice and information will Consumer Direct offer?
Q3. What advice or information won’t Consumer Direct offer?
Q4. Who is Consumer Direct aimed at?
Q5. How will I contact Consumer Direct?
Q6. Will Consumer Direct be free?
Q7. Will Consumer Direct replace existing advice services?

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Q1. Why set up Consumer Direct?

Currently there is a very uneven access to consumer advice, with consumers living in some areas having access to very good services while others have no access at all.

National research estimated that the unmet demand for consumer advice could be as high as 1.5 million calls a year, over and above what is currently being received by existing services.

The Office of Fair Trading has estimated that consumers lose out each year as much as £8 billion due to problems with goods and services.

The pilot project in West Yorkshire demonstrated that on average each caller to the service saved £100, through refunds, reduced travel costs and less time off work dealing with problems.

Q2. What advice and information will Consumer Direct offer?

Consumer Direct will provide clear practical advice for consumers who want to;

• Sort out problems and disagreements with suppliers of goods or services they have purchased,
• Know their rights as consumers,
• Find out how to avoid scams and report them,
• Go about finding a reputable trader.

Q3. What advice or information won’t Consumer Direct offer?

Consumer Direct will not be able to provide product specific advice (except in relation to safety advice), or recommend individual organisations or service providers.

It will also not be able to provide specialist advice such as debt advice, housing or welfare benefit, though it will signpost consumers to the appropriate agency where possible.

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Q4. Who is Consumer Direct aimed at?

Consumer direct is aimed at all consumers who are buying or have brought goods or services and are seeking advice or redress, whether it is a £20 pair of jeans, a £2,000 house repair or a £20,000 car.  Consumers can call Consumer Direct as many times as they need.

Q5. How will I contact Consumer Direct?

Telephone Helpline Number: 08454 040506

Opening Hours: 08:00 – 18:30 Monday to Friday, and 09:00 – 13:00 Saturday, excluding bank holidays and public holidays.

Visit the Consumer Direct Website.

Q6. Will Consumer Direct be free?

Advice and information given will be free. Telephone calls are charged at no more than 4p a minute from BT landlines wherever you are in the country.  Charges from other networks and mobile phone networks may vary.

Q7. Will Consumer Direct replace existing advice services?

Consumer Direct will not replace existing advice services; it will work with them to provide a complete support service for consumers.

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Last updated : 29.08.2008, 09:39:46