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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 2017 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...
3 Jan 2018
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Online shopping

Online shopping
Case study - Online shoppingCase studies are a good way of showing 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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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
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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
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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
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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
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