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UK European Consumer Centre

When is a free trial not a free trial?

When is a free trial not a free trial?
Listen to UK ECC consumer advisor Laura Johnston on BBC Radio Ulster's On Your Behalf consumer programme as she talks about subscription traps.The answer is... when you find out that you've signed up to a recurring payment for future products. 'Subscription traps' can occur when consumers unwittingly sign up for repeated payments for purchases online, often for beauty-type goods. Although not universal - there are good health or beauty product companies supplying such products to consumers in an honest and above-board way under contracts which are fair - subscription trap complaints still come in fairly regularly to the UK European...
19 Jan 2018
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How can the European Small Claims Procedure help?

How can the European Small Claims Procedure help?
Watch UK ECC consumer advisor Adam Mortimer on BBC One's Rip Off Britain talk about cases where the European Small Claims Procedure could help.The answer is...that the relatively unknown procedure is a way for consumers to enforce their rights in resolving cross-border disputes in cases involving less than €5,000. Andy Allen, UK European Consumer Centre (UK ECC) service director, said: "The UK ECC is pleased that the Rip Off Britain programme is highlighting how the European Small Claims Procedure can work. The procedure can be used as a last resort if nothing else has worked. It is designed to avoid...
19 Jan 2018
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CTSI calls for urgent action in the wake of product safety report

CTSI calls for urgent action in the wake of product safety report
CTSI calls on the Government to take urgent action on product safety to keep UK consumers safe, in response to January’s (2018) report by the Department for Business, Energy and Industrial Strategy (BEIS) Select Committee. The committee calls for several significant measures to remove ‘millions of potentially dangerous products [that] remain in circulation’, including the need for a national agency for product safety, a central consumer reference point for electrical goods, and urgent attention to resolve the funding crisis in frontline trading standards. The report echoes the results of an independent Faulds Wood Report, which was published nearly two years...
19 Jan 2018
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UK ECC 10 Years Anniversary

UK ECC 10 Years Anniversary
Looking to the futureBack in 2007, when the UK European Consumer Centre started, we could not have foreseen the range of impacts that we would have on consumers and consumer policies in first 10 years and what is the outlook 10-years on. Now, as the UK ECC enters its 11th year of helping consumers, not only do we look back over our first 10 years, but we also consider: “What does the future hold for consumers in dispute with traders based in a European country outside the UK once the UK leaves the EU?” Andy Allen, UK ECC service director,...
19 Jan 2018
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Customer survey - December 2017

Customer survey - December 2017
Customer satisfaction Our customer satisfaction survey is a key tool that allows us to continually improve our service.  It is not possible to be great all of the time so for the times we fall below what you - and we expect, the feedback you provide helps us deliver a worthwhile service.We will now take a look at a selection of the feedback we have received throughout the past month.December 17 saw 57 customer survey responses submitted.  Of these respondants, 88% were extremely or very satisfied with the service they received. Only 9% of respondants felt that we were unable to help...
3 Jan 2018
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Online shopping

Online shopping
Case study - Online shoppingCase studies are a good way to show what happens when you contact us at the UK ECC.  They also provide some insight into the processes that we take to provide assistance when you have a dispute.   The consumer has a problem! Mr W, a consumer from Germany made a purchase from a website of a UK based company.  Mr W purchased some clothing for his wife that he was going to give to her as a Christmas gift.When the items were delivered he wrapped them up and gave them to his wife as planned.  Unfortunately for...
3 Jan 2018
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How EU legislation has improved consumer protection in the last 10 years - part four

How EU legislation has improved consumer protection in the last 10 years - part four
The consumer advice organisation UK European Centre takes a look Here is the final consumer right we want to report on: Air Passenger Rights Regulations 261/2004 came into force February 2005 The regulations say that consumers must not be charged more for flight tickets based on their nationality or where the ticket is purchased. Consumers are also offered protection when a flight is cancelled, delayed or overbooked. An example of this is the case of Mr B, a consumer who lives in the UK, who took a flight with his wife on an airline based in Germany.  The flight between Germany...
20 Dec 2017
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A day in the life of a legal executive

A day in the life of a legal executive
When I embarked on my new role as legal executive at the UK ECC I could not have forseen the range of impacts that we, as a centre, would have on consumers and consumer policies over the next 10 years. Not only has our team responded to over 50,000 cross-border issues raised by our customers (with a number of success stories including negotiating refunds and compensation), but we have also made significant contributions to improving the laws governing cross-border disputes. We have done this through consultation papers, workshops and projects/campaigns nationally and internationally as well as the streamlining of process by which...
20 Dec 2017
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Case Study - Flowers

Case Study - Flowers
There was a UK lady who ordered some flowers online to be delivered from a Maltese trader. But the flowers never arrived. After the UK ECC’s involvement, the consumer received a full 34 Euro refund.Andy said: “One of the common complaints about online shopping is non-delivery of goods ordered. When you place an order, you are normally given an indication of when the item will be received. The Consumer Contracts Regulations which came into force in June 2014 say that goods should be delivered within 30 days, unless a fixed delivery date is agreed. So if it takes longer than...
19 Dec 2017
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How EU legislation has improved consumer protection in the last 10 years - part three

How EU legislation has improved consumer protection in the last 10 years - part three
The consumer advice organisation UK European Centre takes a look Here is the third batch of consumer rights we want to report on: Timeshare, Long Term Holiday Products, Resale and Exchange Contracts Directive 2008/122.  Implemented in UK Timeshare, Holidays products Resale and Exchange Contracts Regulations 2010 – implemented in UK 23 February 2011. The directive gives minimum standards for consumer protection throughout the EU in four separate areas: specific timeshare products, longer-term products such as holiday clubs, resale of timeshare or holiday club memberships, and exchange services. It gives consumers the right to receive specific information regarding contracts for timeshares etc...
19 Dec 2017
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