The National Association of Citizens Advice Bureaux (NACAB) has asked the OFT to look at problems experienced by consumers in respect of doorstep sales.

Based on a series of reports from more than 350 Citizens Advice Bureaux across England and Northern Ireland, NACAB has identified a number of issues for consumers resulting from increasingly aggressive sales tactics. There is evidence of unfair trading practices such as poor quality information about complex and high value goods and services, unreasonable demands for payment before a sale or after cancellation and refusal to accept cancellations. Reports of doorstep selling complaints have increased significantly over the last two years, with more than a third concerning domestic fuel. Other problem sectors are double glazing, other home improvements, and domestic appliances.

This is the second “super-complaint” received by the OFT. The first super-complaint relates to private dentistry and has resulted in a comprehensive investigation into private dentistry under the Fair Trading Act.

The super-complaint system to be introduced by the Enterprise Bill, involves complaints submitted by a designated consumer body that ‘any feature or combination of features, of a market in the UK for goods or services is or appears to be significantly harming the interests of consumers’. The OFT has agreed that it will consider super-complaints received prior to the Enterprise Bill becoming law.

The OFT deals with super-complaints on a fast-track procedure. Within a 90 day deadline it must publish a reasoned response to any super-complaint. The possible outcomes of any super-complaint include:

  • Enforcement action by the OFT’s competition and consumer regulation divisions
  • A reference of the market to the Competition Commission
  • Recommendations for changes in laws and regulations
  • Campaigns to promote consumer education awareness
  • A clean bill of health

© Herbert Smith 2002

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