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UK European Consumer Centre

We are 10!

We are 10!
The UK European Consumer Centre is celebrating its 10th anniversary this month (December 2017). Over the course of 10 years, the UK ECC has played a vital role in empowering consumers, helping them to gain a better awareness of their rights and take full advantage of the internal market. Our strength is in numbers: the UK ECC is part of the European Consumer Centre Network – 30 centres covering Europe, plus Iceland and Norway. We are a practical manifestation of the single market for consumers Andy Allen, UK ECC Service Director, said: “Our aim is to help as many UK...
13 Dec 2017
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Case Study - Hair Transplant

Case Study - Hair Transplant
A UK man paid 4,200 Euro for a hair transplant to be done in Hungary. The work carried a guarantee. The consumer carried out all of the post-operative advice, including massaging his hair, but said that after at least six months the operation hadn’t worked and that his hair regrowth was patchy. The consumer contacted the trader, who said that the guarantee wasn’t valid because their doctor had already advised the consumer that the transplant was not likely to work all over his head. Andy said: “The consumer approached the UK ECC for help, saying that the treatment hadn’t been...
13 Dec 2017
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Subscription trap - Case Study

Subscription trap - Case Study
This is the scenario of a typical subscription trap case at the UK ECC.  Mr S bought a trial supplement online early in 2017.  He didn't read the terms and conditions and it seems that there was an ongoing subscription.  He made two payments and received two lots of goods. The trader then deducted a third payment but Mr S said he did not receive the goods associated with this sum. Mr S asked his bank to recover the third payment, which was successful, and the contract with the trader was cancelled. The trader than demanded payment for the third parcel but...
30 Nov 2017
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Subscription traps

Subscription traps
Many social media users will have seen adverts and offers that appear too good to be true. Some such offers relate to free trials of products from diet pills or supplements, to tooth whitening to face creams.  But what is sometimes behind the scenes is the intention of the company to use this attractive initial offer as a means to extract money from people’s bank accounts.  This is usually done in the form of an ongoing subscription.  These companies rely on the fact that consumers can be blinded by these great offers and as a result don’t read the terms...
27 Nov 2017
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Is it a contract?

Is it a contract?
Did I make an enforceable contract when I emailed to say 'yes' to renting a villa? That was the question put to the UK European Consumer Centre in a media enquiry from the Daily Telegraph's consumer champion Gill Charlton. A consumer was sent details about a villa in Sicily after submitting a reservation request by email. He confirmed by email that he would take the villa. Several days later, before the consumer had had time to pay the travel agency's invoice, his wife discovered that she couldn't travel and the consumer emailed the agency to say he wouldn't be taking...
21 Nov 2017
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BBC Radio Lincolnshire - Ryanair Cancellations

BBC Radio Lincolnshire - Ryanair Cancellations
Will I be flying? "or won't I?" - that's the question which passengers want answered, according to consumer advisor Laura Johnston on BBC Radio Lincolnshire. UK European Consumer Centre advisor Laura went on to the William Wright programme to talk live about the recent Ryanair flight cancellation problems. Laura said: "Passengers need to know: are they going to be flying, are they going to be flying on another date, are they going to have to make any dramatic plans - and that's what Ryanair really needs to be getting out to their customers." She went on to outline passenger entitlements...
12 Oct 2017
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BBC Radio York - Ryanair Cancellations

BBC Radio York - Ryanair Cancellations
On the airwaves for consumers "We want to see consumers being treated in accordance with the legislation," said UK European Consumer Centre consumer advisor Laura Johnston live on BBC Radio York after the Civil Aviation Authority called for Ryanair to be clearer with passengers about flight cancellations. Laura said on BBC Radio York's Jules Bellerby show: "A lot of consumers are often led by their pockets and so there's a chance that Ryanair can simply bounce back from this, but it will take some time and hard work on their part to restore confidence." Listen to http://www.bbc.co.uk/programmes/p05fhjb8 to find about...
12 Oct 2017
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BBC Three Counties - Ryanair Cancellations

BBC Three Counties - Ryanair Cancellations
Airlines should do their best "Airlines should do their best for their customers," said UK European Consumer Centre consumer advisor Laura Johnston on BBC Three Counties Radio. Laura was interviewed live on the Roberto Perrone show on BBC Three Counties Radio about consumer rights after the Civil Aviation Authority and the Aviation Minister became involved in the public discussion following recent Ryanair cancellations. She said: "Airlines need to be aware of the rights of consumers and the impact that they have on consumers when maybe things don't go quite as they are planned. And they need to be doing the...
12 Oct 2017
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BBC Radio Essex - Monarch Airlines

BBC Radio Essex - Monarch Airlines
Hear UK European Consumer Centre consumer advisor Laura Johnston on BBC Radio Essex after the collapse of Monarch Airlines: http://www.bbc.co.uk/programmes/p05g5xkg
4 Oct 2017
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Monarch Airlines

Monarch Airlines
Monarch Airlines has officially ceased trading, all of its operations will end by 2ndOctober 2017 and as of this date all future holidays and flights provided by the Monarch Group of companies have been cancelled.What companies are includedMonarch Airlines LtdMonarch Holidays LtdFirst Aviation LtdSvro LtdSomewhere2stayLtdHere are some questions that you may already be thinking but don’t have the answers to just yet.What does this mean for me if you have booked flights with Monarch?If you are in the UK and due to travel out, the flights are not operating and you are advised not to go to the airport. If you...
2 Oct 2017
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