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UK European Consumer Centre

Scams Awareness Month 2017

Scams Awareness Month 2017
Consumer advice organisation the UK European Consumer Centre (UK ECC) is urging all consumers to take action if they feel they may have been the victim of a scam whilst making an EU-purchase. The UK ECC is joining with other organisations such as the Chartered Trading Standards Institute and Citizens Advice in supporting Scams Awareness Month this July. It is suspected that reported scams are just the tip of the iceberg, with many scams and fraud going unreported. Estimates show that £10.9 billion is the approximate amount lost each year to scams and fraud. And figures from the City of...
12 Jul 2017
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Air Travel complaints down

Air Travel complaints down
Air travel complaints from UK consumers are decreasing, according to consumer advice body the UK European Consumer Centre (UK ECC). Analysis of complaints show that 'passenger transport by air' accounted for 19.3% of all ‘assistance case’ grievances handled by the UK ECC in 2016, whereas in 2015 the figure was 23.8%. Andy Allen, service director at the UK ECC, said: “This could be partly because some airlines now use an approved Alternative Dispute Resolution (ADR) body to help consumers resolve their complaints. Whilst it's not compulsory for traders to actually use an ADR scheme, EU legislation came into effect in...
4 Jul 2017
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EU Looking to improve cross-border cooperation

EU Looking to improve cross-border cooperation
Last evening, the European Parliament and Council reached a political agreement on the Commission's proposal to improve the EU-wide cooperation mechanism for consumer protection. These new rules will introduce a quick and more efficient cross-border cooperation mechanism between the national enforcers. They will have faster tools to react in a joint action when illegal practices are reported by consumers in at least two thirds of the EU countries. "Strengthened cross-border enforcement is crucial in the digital age where harmful practices can be replicated easily in many countries with just one click," said Věra Jourová, EU Commissioner for Justice, Consumers and Gender Equality. "Enforcement authorities...
22 Jun 2017
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Delayed Baggage - What you need to know

Delayed Baggage - What you need to know
Montreal ConventionWith the news today that Heathrow terminal 3 and 5 experienced some issues with their baggage system, it is important to know what rights you have when your baggage is delayed to your destination.There are no set rules for how airlines must assess baggage claims. For delayed baggage, some airlines offer immediate one-off payments at a set amount to cover emergency purchases (such as toiletries or underwear). Some will pay a set amount per day up to a maximum number of days. Others will not make cash payments at the time, but prefer to reimburse expenditure on essential items...
15 Jun 2017
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Case study - Missing tripod is no bed of roses for consumer

Case study - Missing tripod is no bed of roses for consumer
UK consumer Mr C was looking forward to starting work on building a new garden wall to house his rose bed, but hadn't bet on a missing tripod scuppering the project. He ordered a laser level tool from a Slovakian trader, but it arrived minus the tripod which had been pictured on the website. The trader gave conflicting stories; firstly he told Mr C that he should have received a tripod, but the next day said that the tripod was not included. After returning the laser level by recorded delivery, the consumer received confirmation that he would receive a refund....
14 Jun 2017
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Case study - All the way to Estonia; but UK consumer misses his favourite artist at music festival

Case study - All the way to Estonia; but UK consumer misses his favourite artist at music festival
Mr A bought three tickets, worth a total of 207 euro, to attend a music festival in Estonia to see his favourite bands. He and his partner travelled to Estonia specifically when they did in order to attend the festival. However, due to technical problems and subsequent poor organisation, the consumer could not get into the festival area and therefore he missed the performance of his favourite artist. Mr A complained to the festival organisers by email. However, two months later (despite reminders) the consumer had not received his money back. He contacted the European Consumer Centre network and an...
14 Jun 2017
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Case study - All at sea over a ladies' wetsuit

Case study - All at sea over a ladies' wetsuit
UK consumer Mrs C bought a ladies' wetsuit over the internet from a Belgian trader, but when it arrived she tried the suit on and found that it was too big. She arranged, through the trader's returns department, to send the wetsuit back and downloaded a returns label from the company's website. She used the original courier to send the item back, paying for extra insurance. But these measures came to nothing when, after about two months, she had still not received the money back for the original purchase. She had successfully claimed the delivery costs back from the online...
13 Jun 2017
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Gulf region flight disruption

Gulf region flight disruption
Advice for consumers affected by current Gulf region flight problems Flights departing from the UK could be affected due to airspace restrictions in the Gulf region.If you are booked onto a flight departing from the UK which is disrupted, delayed or cancelled due to restrictions, then you will likely have rights under EU legislation.Laura Johnston, consumer advisor for the UK European Consumer Centre, said: “There are various rights you have under EU law if, as a passenger, your flight is delayed, disrupted or cancelled.“Under Regulation EC 261/2004, if your flight is delayed by more than two hours, you can claim...
7 Jun 2017
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Flight cancellation - your rights

Flight cancellation - your rights
Advice for consumers affected by recent Bank Holiday weekend flight problems If you are one of the passengers affected by flight problems over the Bank Holiday weekend, you might be wondering what your rights are and where to go for help. EU consumers in dispute with a UK trader should contact the European Consumer Centre (ECC) in their home country for advice, so as a French consumer you should contact ECC France and as an Italian consumer you should contact ECC Italy. As part of the European Consumer Centre Network, the passenger’s home country ECC will give initial advice. If...
7 Jun 2017
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Do invisible borders still restrict consumer access?

Do invisible borders still restrict consumer access?
Have you been confronted with a trader's refusal to deliver to you or been told you must pay a higher price based on your nationality or where you live?If you have, you're not alone - non-discrimination on the basis of nationality and place of residence is the principle of what's known as Article 20.2 of the Services Directive. Now the European Consumer Centre Network (ECC-Net) has released a report, titled Do Invisible Borders Still Restrict Consumer Access to Services in the EU? which is an analysis by the ECC-Net of cases of different treatment of customers across Europe, potentially relevant...
23 May 2017
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