We are receiving reports of a telephone scam, where the caller is pretending to be from Consumer Direct!
Complainants have had calls saying that won £5000 compensation for missold Payment Protection Insurance (PPI). The caller then claims that a sum of £250 needs to be paid using Ukash vouchers.
These calls are NOT being made by Consumer Direct, and are in fact a scam.
Consumer Direct are no longer in existence!
The Citizens Advice consumer service took over responsibility for providing consumer advice and information from Consumer Direct on 1 April 2012.
If you have received a similar call, please report the matter to Citizens Advice Service helpline on 08454 04 05 06.
If you have been a victim of this scam, please contact Action Fraud on 0300 123 2040.
The consumer will receive a call from someone purporting to be from the bank, who is informing you of fraudulent activity on your account or that your debit/credit card is about to expire.
The caller makes the consumer believe the call is genuine, by encouraging them to call back on the telephone number found on the back of their bank card. However, the caller doesn’t end the call. Therefore when the consumer enters the telephone number, it will connect back to the scam caller.
The consumer will be asked to cancel their card or authorise a new card, by typing their PIN number into the handset. Someone then calls to the house to collect the old card and often hand over a fake replacement bank card. Or a genuine courier is sent to collect an envelope from the consumer’s home with the bank card enclosed. At this point the scammer, has the consumer’s PIN number and bank card, and will proceed to spend the money in the account.
In some scenarios, the caller will claim to be from the Police rather than the bank.
Avoid Getting Caught Out
Neither the bank or police would ring and collect your bank card from your home.
Neither would ask a consumer to authorise anything by entering their PIN number into a handset
Never share your PIN number with anyone.
If you are concerned you have the victim of a scam and want advice, contact Consumer Direct on 08454 040506.
Used cars continue to top the number of complaints to the OFT, new figures released today reveal.
Nationally over 56,000 people have complained to the OFT-managed Consumer Direct in the year to date.
The new statistics have been published by the OFT as it launches a Know Your Consumer Rights campaign to warn people about problems they may encounter when buying a used car.
As part of the campaign, the OFT has produced a short online film (available below) to inform people about their basic rights when buying a used car, and what to do if they encounter problems after purchase. It is also working with local trading standards and the motor industry to make information on consumer rights more readily available.
Today’s figures show that:
More than 70 per cent of the complaints were about faults with the cars.
Over 13 per cent were about misleading claims or omissions by the seller.
nearly 7 per cent were about substandard services.
An OFT study published last year found that consumers are left out of pocket by an average of £425 each, or £85 million per year in total, because they have to fix unresolved faults that are the dealers’ obligation to correct.
Michele Shambrook from Consumer Direct said:
‘We continue to receive a high number of complaints which are often due to some traders refusing to deal with legitimate complaints or provide appropriate compensation.
‘We want to help people understand their rights when buying a used car from a dealer and we are working with the industry and local authority trading standards to get this message across.
‘Dealers who fail to treat customers fairly or sell cars that are defective could face enforcement action.’
The OFT’s advice to people buying used cars from dealers include:
Before you buy, ask the dealer the right questions such as what mechanical, history or mileage checks have they done?
Any car that you buy from a dealer should be:
of satisfactory quality
fit for purpose
and as described
If it isn’t the item is faulty.
If you discover that the car is faulty go back to the trader as soon as possible. If they are unable to help you contact Consumer Direct on 0845 040506.
Warranties are an additional benefit and do not replace your rights.
Cheaper cars might be available from auctions or private sellers but consumers have fewer rights.
The OFT has taken enforcement action against Carcraft, which has 11 car supermarkets acrossEnglandandWales, over concerns about its business practices when selling cars, finance and after-sale guarantees.
With the summer months approaching,Suffolkresidents may be more susceptible to unsolicited approaches about home repairs and gardening work.
As part of the Office of Fair Trading’s (OFT) national campaign to warn people about rogue doorstep traders, Suffolk Trading Standards and Suffolk Police are urging people to be cautious and remember it is your doorstep, your decision and not to accept building and maintenance repair offers from cold callers.
Past incidents have shown that bogus doorstep traders often use a range of persuasive and emotional tactics to secure a fast sale and con people out of their money, for example you are made to feel that there is a great urgency in the offer and that if you don’t sign up now, you will miss out. Last year Suffolk Trading Standards successfully prosecuted a rogue trader who had overcharged an 84-year old lady £18,500 for work he had carried out at her Felixstowe home. Fortunately, due to Trading Standards’ intervention, the trader repaid the £18,500 but that’s not guaranteed to happen every time.
David Kanefrom Suffolk Police said “We want to support people inSuffolkto become more aware of the risks of doorstep sellers and the tricks they use to get you to agree to house repairs. We want people to have the courage to refuse making on the spot decisions about buying costly home repairs that they may not need. Suffolk Constabulary is actively working with partner agencies to tackle bogus callers and we need your help. Remember the victims of these crimes are mainly the elderly and vulnerable. Have you talked about home security with your parents, neighbours or anyone you know who could be vulnerable to this despicable crime? If not, now is the time to do it.”
Key points to cover:
Making sure there is a door chain fitted and used
Make sure the back door is locked before going to the front door
Ensure doors and windows are locked even if the person is only popping out for a minute
Checking the identification of people calling at the front door
Not to keep large amounts of money at home
If there is any doubt or concerns about a caller at the door then call the police on 999.
Tony Doorly, Senior Trading Standards Officer said “Whilst it is not usually illegal for handymen to canvass for work in this manner,there are very specific legal requirements regarding a homeowner’s right to cancel a contract that anyone doing this must follow. Rogue doorstep trading continues to be an ongoing problem in the UK and decisions made on the doorstep may result in you agreeing to work or a service that isn’t necessary, of a poor standard, much more expensive than quoted or not done at all – leaving you out of pocket and often in need of more expense to set the problem right. Our campaign wants to highlight this issue and ensure that homeowners take the time to consider their decisions carefully, with the support of family and friends.”
Councillor Colin Spence, Suffolk County Council’s Portfolio Holder for Public Protection said “I would encourage everyone, especially elderly or vulnerable people to be aware of cold calling, and to not buy or commit to anything based on a cold call.”
According to advice service Consumer Direct, over 5,000 complaints were received last year about uninvited home maintenance traders, with the most common five complaints being about roofing, tarmacing and insulation. The Office of Fair Trading’s doorstep selling campaign aims to remind people to be cautious of doorstep sellers’ pitches and avoid making snap decisions.
For advice on doorstep selling, please contact Consumer Direct on 08454 040 506 or visit www.direct.gov.uk
Consumer Direct and Suffolk Trading Standards are urging consumers to be alert when shopping for the latest sought after mobile phone. It can be confusing with all the different deals that are on offer and it can be easy to make the wrong decision when shopping under pressure.
With a population exceeding 60 million in the UK, OFCOM figures reveal that over 90% of that number use a mobile phone. 13% of homes are mobile only. In 2009, an OFCOM survey revealed that 56% of the UK population had problems with mobile phone coverage, 32% on a regular basis.
Mobile phones (service agreements and hardware) remain the second most complained about goods or service to the Consumer Direct service.
The main complaints focused on the defective nature of the hardware themselves and the trader’s reluctance to help, misleading offers, either in store or by way of unsolicited telephone calls and being chased for payment after an agreement has ended by mutual consent or agreed contract end.
Always exercise extreme caution if you receive an unsolicited call from who you believe to be your existing airtime provider. It could be someone else selling a new contract which might mean you then have two contracts to pay. This will apply equally if you are a consumer or business. Always check if your existing contract is in fact nearing its expiry. Most are now for 18 months or longer.
Kate Cook, Centre Manager at Consumer Direct South West said “Its easy to become confused with all the different types of phones and contracts on offer so please take time to read the terms and conditions of your service agreement properly before you commit yourself as once a contract has been signed it’s legally binding and you may be committed to using the network for the outlined period.”
Kate added ” Ask as many questions as you can and we always advise that you get as much as you can in writing. Normally there is no cooling-off period if you agree a contract in-store. Read the paperwork before signing as it is not unknown for a salesman’s word to differ from the actual terms and conditions you may have just signed for. Remember to check for any insurance – it is your choice to take out any insurance and should never be added to your monthly payment without your express agreement.”
Consumer Direct offers the following advice:
Shop around – Before you buy, decide how much you can afford bearing in mind the contract length. Include the cost of any additional payments such as the optional insurance
Check the range of coverage with the Network Service Provider in your area or place of work.
Read terms and conditions carefully before signing the contract as once it has been signed, it’s legally binding and normally you’re committed to using the network for the outlined period, at a certain tariff.
You cannot simply opt out of a contract once signed – you have no rights should you simply change your mind.
Make sure you know what is included in your price plan, including any insurance.
Do not feel under pressure to sign the service agreement there and then.
Once you’ve signed the contract and have the handset you must look after the phone in line with the instructions.
If you have a problem with the network or SIM card contact the Network Service Provider. Check with the shop where you bought the phone if there is a problem with the handset.
Don’t forget that once you’ve chosen your deal and signed up to a contract, you still have consumer rights
Suffolk Trading Standards is warning people in Suffolk to be on their guard after reports of unsolicited telephone calls from traders offering to conduct loft insulation surveys, paid for by government grants.
Residents have been receiving unsolicited telephone calls suggesting loft insulation is needed – with the caller trying to arrange an appointment without providing full details of the salesperson or the company conducting the surveys.
James Garrett, Suffolk Fair Trading Officer, said:
“We are urging residents, especially elderly or vulnerable people, to be aware of such calls. Our advice is not to buy or commit to anything based on a cold call. If residents require free, independent and impartial advice on saving energy they can contact the Energy Saving Trust on 0800 512 012.”
Suffolk residents concerned about doorstep callers operating in their area or worried about elderly or vulnerable neighbours being targeted can contact Consumer Direct on 08454 04 05 06.
Suffolk Trading Standards is warning residents about cold callers offering to fix your computer problems.
In many cases the callers claim to be from large organisations such as Microsoft or Windows and state that your PC is at a serious risk of a virus. You will be directed to a website to download a piece of software that allows the caller to control the PC and fix the issue. In fact it gives the caller the ability to access personal information stored on your computer. As well as then asking for a large sum of money to cover the cost of protecting your PC from future viruses.
In some cases, the caller has even offered to come to the consumers house to fix their internet issues. Companies such as Microsoft would not call customers to rectify these sorts of issues. Suffolk Trading Standards is urging people to be wary of this sort of call and not to allow an unknown caller access to your computer.
If you are concerned you have been the victim of a scam contact Consumer Direct on 08454 040506
Suffolk Trading Standards have received several calls recently about scams.
1. African Puppy Scam- you will receive an email from a woman living in Africa who is asking you to adopt a puppy. Don’t be tempted to buy a puppy from an unsolicited email, in the case of these emails if you do send them money your puppy never arrives. If you receive an email like this, delete it, don’t reply and block the sender.
2. Electricity Scams
The first involved a consumer receiving a sales person at their door, who told the consumer they needed to register with the sales person due to the deregulation of the electricity industry. This may have been an attempt to make the consumer change their electricity provider without knowing that they have done so. If you are worried this has happened to you contact Consumer Direct.
The second a consumer received a call from a company offering to save her 40% on her electricity bill, they tried to obtain credit card details from the consumer on the pretence that they owed the electricity company money. They received several other calls trying to obtain credit card details. In all the calls, the trader referred to themself as from the “Electricity Board”, which is an organisation that ceased to be in the 1990′s when the electricity industry was privatised.
As with all telephone conversations we would advice you not to hand over your credit card/bank details unless you are sure of the identity of the caller. Be wary of anyone claiming to be from the Electricity Board as this organisation no longer exists. For more help and advice contact Consumer Direct.
There are two types of scam prize draws. The first is when you receive a letter saying you have won a prize, but to receive your prize you have to send a fee. When you read the small print you are in fact being entered into a prize draw. The second is when you receive a letter saying you’ve won a prize, but you have to order something from a catalogue to receive it. Again if you read the small print you are entering into a draw. Under the Consumer Protection from Unfair Trading Regulations (CPR’s) it is illegal to make someone pay to receive their prize. If you receive a letter like this, it is most likely a scam. But think about it, have you entered any prize draws? Or does it ask for a fee?
2. Foreign Lottery Scams
The two most commons scams involve ‘prizes’ from the Spanish or Canadian lotteries. They often ask you to pay an administrative fee to claim your cash prize but the prize doesn’t exist. Signs to look for, if there is a short period of time to claim your prize, the use of premium rate telephone numbers and offering to use money transferring services to send money out of the country.
3. Advance Fee Fraud
When you receive a telephone call/letter/email where you are asked to pay up front for a service or to help someone to get money out of a country for a large payment in return. In many cases the letter/email appears to be from a senior politician or government official to make it look legitimate but they tend to be full of spelling and grammatical errors.
Suffolk Trading Standards are investigating two advance fee frauds, estimated to have netted around £6million and 15,000 victims have been identified. One of the frauds is an employment scam involving escort agencies, which offers the chance of high earnings. The victims are told they are no fees until the first job and that there are clients waiting. A few days later, they are asked for registration fees between £219-£350 but the victim never hears from the company again.
The other fraud involves a debt elimination company cold calling people and promising to clear their debt. Individuals pay £400-£500 for the service but receive nothing in return.
If you would like to raise a complaint about of these two advance fee frauds, please complete our questionnaires. Escort Agency Survey or Debt Elimination Survey.
4. Work from Home/Business Opportunities
These scams offer a lot of money for jobs such as envelope stuffing, assembling craft models etc and emphasis the ability for you to work when it’s convenient for you.
If you sign up, you may have to pay upfront to start your work e.g. buying software, paying for advertising. Or told your work isn’t up to the appropriate standard, therefore you aren’t paid. Legitimate work from home providers will tell you the start-up costs. Before you join see if you can verify any details with current employees and do an internet search of the company.
5. Investment Scams
Involve cold callers offering shares or property investments, the shares/property often exist but not at the value the caller claims. The FSA (Financial Services Authority) claim it is the experienced investors that get conned by this scam. You should be concerned if you receive a call out of the blue from a company based overseas. You can check if a firm is legitimate by checking the FSA register . If a company isn’t registered it shouldn’t be giving out investment advice in the UK and should be avoided.
For advice on general scams contact Consumer Direct on 08454 040506 or the FSA for investment scams on 0845 606 1234
The Office of Fair Trading (OFT) found complaints about second-hand cars has risen by 18% in the first six months of 2010 compared to a similar period in 2009.
Consumer Direct, the telephone and online advice service supported by the government and OFT, has taken over 38,000 complaints about used vehicles bought from dealers.
The advice is to know your rights before you agree to buying
The Rip-Off
Each year 3.6 million used cars are bought in the UK at a cost of £24billion
In many cases motorists are paying for fixing problems at a cost of £425, that should be dealt with by the dealer.
Consumer Direct have received more calls about second-hand cars than TV’s or mobile phones.
AA president Edmund King said: “With two-thirds of used-car buyers spending less than a fortnight to choose a car, while many will spend months planning a holiday, rip-off merchants are handed easy pickings on a plate.”
How to protect yourself?
The OFT and Consumer Direct have developed a checklist for those buying used cars
Ask the dealer about the mechanical history and mileage checks. How many former owners and if it has a full service history
Ask for the answers in writing so you can have proof of the claims
Find out the dealers customer complaint procedures and if the dealer follows a code of conduct. So you know who to contact if there was an issue.
If you buy from a private seller or auction, you may pass a lower price but you also have less rights.
If you have a problem?
Act quickly- your claims depends on the condition of the car at sale
A warranty is an addition to your statutory rights NOT a substitute.
If you bought a car on a credit agreement or credit card, the financial/credit card company could be in a position to assist.
