Background
CTSI logo

UK European Consumer Centre

Case Study - Ghost Hunter

Case Study - Ghost Hunter
A UK man bought a ghost-hunting device for £150 from a Bulgarian trader, but when the ‘multi-meter specifically for paranormal investigations’ was delivered it was found to be faulty. The consumer complained to the trader and received a replacement but said that this didn’t work properly either. The UK ECC gave the consumer tailored advice on the sale of goods in Europe so that he had the correct legal arguments when approaching the trader.
18 Dec 2017
Read more

How EU legislation has improved consumer protection in the last 10 years - part two

How EU legislation has improved consumer protection in the last 10 years - part two
The consumer advice organisation UK European Centre takes a lookHere is the second batch of consumer rights we want to report on: Consumer Rights Directive 201/83, implemented in the UK as the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 – came into force 13 June 2014. The regulations extend the previous cooling-off period from seven days to 14 days in the cases of goods bought at a distance (such as online or mail order) or bought at somewhere other than a trader's main site (such as in a consumer's own home). The regulations also dictate what pre-contract information...
18 Dec 2017
Read more

A day in the life of a consumer advisor

A day in the life of a consumer advisor
Profile of Laura Johnston, ECC UK Consumer Advisor Laura Johnston, a consumer advisor at ECC UK, previously worked at the UK government-funded Consumer Direct consumer advice service. Her current role involves providing advice to consumers, via telephone, e-mail and letters. If consumers need further legal advice, she provides ongoing support and keeps consumers updated with the progress of their case. ECC UK handles many legal cases, and Laura says this presents numerous challenges, in particular passing on information to consumers – and also traders – in an easy-to-understand way. "Translating something that’s legalistic into something that’s easily understandable is the...
18 Dec 2017
Read more

10 Tips for a successful trip to Europe

10 Tips for a successful trip to Europe
Holidays are a great time to buy things that may be expensive in the UK or are just a little different or quirky, but what happens if you have problems later?The UK European Consumer Centre is celebrating its 10th anniversary this month (December 2017), and since the beginning more than 84,000 consumers from all over the UK have sought help from the UK ECC with their consumer rights. As part of the celebrations for the UK ECC's 10th anniversary, the UK European Consumer Centre has put together 10 tips for a successful trip to Europe:  10 tips for a successful...
15 Dec 2017
Read more

How EU legislation has improved consumer protection in the last 10 years - part one

How EU legislation has improved consumer protection in the last 10 years - part one
The consumer advice organisation UK European Centre takes a look The UK European Consumer Centre is celebrating its 10th anniversary. Over that time hundreds of thousands of consumers have sought the help of national European Consumer Centres in 30 countries as they've encountered problems with traders based in Europe. Everything connected with the 10th anniversary links to the campaign theme of '10', designed to reinforce the essential message that consumers have been seeking the help of European Consumer Centres with problems for the last 10 years. To support the anniversary, the UK ECC (part of the ECC Network), has taken a...
15 Dec 2017
Read more

Case Study - Masturbation Aid

Case Study - Masturbation Aid
A UK man paid 249 Euro for a masturbation aid device online from a trader based in the Netherlands.  After delivery, the consumer inspected it and decided that it wasn’t what he wanted, so contacted the trader to ask for a full refund. The trader said that they wouldn’t accept the item back because it was not sealed in its original packing, referring him to their stated terms and conditions which said that they wouldn’t accept opened or used items for return.Andy said: “The consumer argued that under the EU Consumer Contracts Regulations he was allowed to return goods bought...
15 Dec 2017
Read more

A word from the Chartered Trading Standards Institute

A word from the Chartered Trading Standards Institute
Leon Livermore, Chief Executive of the Chartered Trading Standards Institute, said:"The UK European Consumer Centre is an invaluable frontline advice service we should all be proud of when we look back at achievements of the last 10 years. In an age where buying goods from overseas has never been easier, it's important that consumers feel there's somewhere they can turn to for support if something goes wrong."
14 Dec 2017
Read more

A word from the European Commission

A word from the European Commission
Jolanta Brozyna of the European Commission has a few words on this milestone for the UK ECC."Congratulations to the UK European Consumer Centre (UK ECC) in its 10-year anniversary for its outstanding contribution to ECC-Net, and our gratitude for its unremitting commitment to service excellence and remarkable efforts in empowering consumers. ECC-Net is a network composed of 30 centres across Europe, the 28 EU Member States, plus Iceland and Norway. Last year alone, more than 10,000 consumers based in the UK received assistance from the UK ECC. In fact, no other country in the entire network registered more contacts than...
14 Dec 2017
Read more

Memories of the UK ECC Launch

Memories of the UK ECC Launch
Memories of Adrian Simpson, former Consumer Advisor at UK ECC (now Assistant Director of Consumer Policy, Home Insulation and Energy Contractors Scheme).================================================== After many months of putting together the website, learning the European Commission's new complaints handling system and navigating the quirks and politics of a scheme that could only come from a scheme consisting of 27 different European Member States, the ribbon was ready to be cut, and the minister was on his way to CTSI. In a way that we really appreciated, Consumer Minister Gareth Thomas MP was close to our then unchartered Trading Standards Institute (now Chartered Trading...
14 Dec 2017
Read more

Case Study - Human Fingers

Case Study - Human Fingers
A UK lady bought some dog food from a German seller online. To her surprise, when she opened one of the cans, she found ‘human fingers’ inside. She contacted the UK ECC in order to report the matter.Andy said: “The case was an interesting one as the consumer simply wanted to report the matter. We informed our counterpart office in Germany so that they could make contact with the local authorities to make a formal report. “The other issue was that, understandably, the consumer did not want to store the offending items in her own fridge, but realised that the fingers...
14 Dec 2017
Read more

Share this news story