Buy with Confidence - Trading Standards Institute

Buy with Confidence
Trading Standards Newsletter. edition five.
Absolute Loft Conversions Ltd
Why did you decide to join the scheme?
I initially decided to join the scheme a
year ago to provide peace of mind for my
customers as to who is working on their
property, and is a very helpful scheme for
both customer and contractor
How did you find the application
process?
It was all made very easy and explained
well with an interview to check whether
my business was compliant with relevant
legislation.
What is nature of your business?
Loft Conversions
Do you feel that being a member of
BWC has increased the credibility of
your business, and if so, how?
Yes most defiantly, as it’s a well known
scheme, i have had a large number of
enquiries, regarding loft conversions
> continued overleaf
Inside this Issue:
• Page 2 - Christmas is coming. Do you know your rights?
• Page 4 - Council Business Service contacts
• Page 8 - Letters

Have you, or would you, recommend
the BWC scheme to other traders?
Yes
Have you received a professional
service from the BWC staff?
Yes
Would you be interested in assisting us
with any promotional work?
Yes of course always ready to help.
and people are aware of the Buy With
Confidence logo now, so the enquiries
can only grow.
Are there any interesting contracts you
have been working on recently?
Yes, I have been building some very
contemporary projects, e.g. balconies,
pitched roof dormers, with Sussex barn
ends, floor lighting, recessed shelving,
lighting and some fantastic deigned
bespoke staircases.
Do you think the looming credit crunch
has affected the number of people
carrying out home improvements?
Yes, but competition of other companies
starting up keeps everybody on there
toes, and I find you can clean up your
workforce making it more productive.
Work is most definitely picking up and I
have already booked in a conversion for
early next year
Are there any improvements that you
think we could make to the scheme?
No very happy with the service, Fran and
all the team have been very helpful and
when there is an advertising opportunity I
am always advised, as I always like to keep
the Absolute name out there especially in
these hard times.
Do you feel that the scheme is value for
money?
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Very much so, being a member of the
scheme you get advice, use of the logo
on my vans, banners and above all to
being included on both of the websites.

A Consumer Rights Q&A for
Christmas Shoppers
As the Christmas shopping frenzy is
beginning to approach its peak many
people are rushing to buy the latest
must-have gadgets and toys or looking
forward to the sales. The Know Your
Consumer Rights campaign, launched
earlier this year, is reminding people not
to forget their rights through the festive
period.
The key rules highlighted by the
campaign are:
- Goods must fit the description given
- Goods must be of satisfactory quality
- Goods must be fit for purpose
The Trading Standard Institute’s
consumer advice lead officer Pam
Gregory answers some common festive
queries:
Do I have the same rights if I buy
something in the sales?
Yes. If something is faulty, mis-described
or not fit for purpose then it doesn’t
matter if it was full price or in the sale
– you are entitled to your money back.
However, it is up to an individual retailer
whether they want to take back an item
because you have changed your mind.
What about unwanted gifts?
Again, it is up to the individual store
whether they want to take back
unwanted gifts. My advice would be to
check with the retailer when you buy the
gift and consider asking for a gift receipt.
Do I have any rights if I buy from the
internet?
Yes. You actually have additional rights
when you buy a gift from an internet
retailer. You have a ‘cooling off’ period
of seven days, unless the gift is custom
made, during which any order can be
cancelled or returned without any reason
being given and they must give you a full
refund.
If my new gadget breaks on Boxing
Day who should give me a refund –
the manufacturer or the retailer?
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When you buy something your
contract is with the retailer and not the
manufacturer – therefore if the goods are
not up to scratch then it is the retailer, and
not the manufacturer, who should give
you a refund or replacement or repair the
item concerned.
What protection is there for credit
card purchases?
If you use a credit card to buy goods
or services costing over £100 and up to
£30,000, you may be protected under the
Consumer Credit Act. This states that the
credit card company is equally liable for
any breach of contract, so if a problem
arises you can claim from the trader or
the credit card company.
How can I find out more about my
rights?
If you’ve paid for something and you’re
not happy, establishing your rights
is the first step towards claiming the
refund, repair or replacement you may
be entitled to. Consumer Direct is a
government-funded advice service for
consumers and should be your first port
of call for practical help with how to
complain. For more information go to
www.consumerdirect.gov.uk or call the
helpline 08454 04 05 06.
Text taken from ‘Know Your Consumer
Rights’ campaign, a joint initiative
between the Department for Business,
Innovation & Skills (BIS), Trading Standards
Institute (TSI), Consumer Direct, Consumer
Focus and the Office of Fair Trading (OFT).
Buy With Confidence Promotion
Over the last two months we have
actively promoted the scheme at eight
local community events, including
National Consumer Week and Not In My
Neighbourhood.
We have featured in three community
newsletters and are continuing our regular
supplements with The Argus.
Currently we have 10,000 free beer mats
available to public houses in the Brighton and
Hove area advertising Buy With Confidence.
Is your local pub willing to display them? If so
please call (01273) 293340 or 292494
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Council Business Services
The table below highlights the key council services that effect the day to day running of
a business in the city.
Council Business
Service
Business Advice
Business Rates
Commercial
Property
Food Safety
Health and Safety
Licensing
Planning
Procurement
Trade Waste
Trading Standards
Information
For general business advice and
guidance.
Provides information on your bill and
whether you are eligible for discounted
payments
Assists locatign premises for your
business
All business that prepare or sell food
must register with the council at least
28 days before opening. Contact Food
Safety for advice, information and
registration details
Advice to businesses in complying with
health and safety legislation
The Licensing team will confirm whether
you require a license to trade and can
take you through the steps to obtain a
license
Pre-application advice is available for all
businesses looking to change or develop
a commercial property in the city
Procurement advertise the latest
available council contracts and advise
regarding how to sell goods to the
council
Assistance in locating collection services
for trade waste and recycling
Advice on the standard of goods and
services provided
Telephone
(01273) 290011
(01273) 291981
(01273) 290011
(01273) 292161
(01273) 292929
(01273) 294429
(01273) 292222
(01273) 291949
(01273) 292929
(01273) 292523
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A Day in the Life of a Project
Officer for Consumer
Education
My name is Melanie, I have two children
and started working part time in Trading
Standards when my eldest daughter
started school, so that’s seven years
ago – obviously I have been busy in my
work as the time has flown! My working
background was previously teaching
in Further Education and Vocational
Guidance for Mental Health Service users,
not the usual qualifications for a trading
standards officer, but my role is Project
Officer for Consumer Education.
The role itself takes me out of the office
a lot and is very challenging; I have had
a lot to learn, including the legislation
trading standards cover, product safety,
how the consumer advice team works,
what aspects of food safety trading
standards covers and not everyone likes a
cup of tea as strong as me.
A big part of my job is to go out to
community events and promote our
services; over the last few months we
have attended many events, to promote
the Buy With Confidence scheme, taking
us to family centre’s, older people events,
financial inclusion (around housing)
events and community safety events.
Meeting the public, we see how pleased
they are that this scheme is up and
running; people often convey horror
stories of cowboy builders and feel
reassured that there are reputable traders
out there.
We also visit lots of schools and adult
learning groups to work on consumer
rights, discuss the trading standards
service and advise children and adults
on how to avoid being ripped off. While
we are out and about we often come
across many colourful characters that
are not entirely sure what our role in the
community is, one example would be a
school girl asking me if I could hold her
school jumper while she bought some
ciggies, when I pointed out that I was
a trading standards officer she “ok, well
would you mind popping in and buying
them for me”
It is certainly an interesting place to work,
with the work load varying every year.
We increasingly have more requests for
school visits and community talks which
really gives us the opportunity to get
out and promote all aspects of the work
we do (plus there is often a free lunch or
cuppa and cake in it for us.)
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Positive Feedback From Your Customers
Once again we are publishing comments regarding our members’ standards of
workmanship.
If you are not included this time ensure your customers are returning their feedback
forms!
Absolute Loft Conversions Limited
Andrew Whitmore
Barrie Alderton
Jay Bros Roofing Services
L And T Building Services Limited
Rainbow Building Services Ltd
Roots Upwards Ltd
Very friendly and efficient service and high
quality workmanship.
Work is excellent very clean and tidy very
pleasant and reliable.
Very good service, helpful and professional.
Responded quickly to call out, very
knowledgeable, gave good advice, quality
workmanship followed by fast estimate for a
permanent repair.
Efficient, personable and a great job done.
Building and other odd jobs around the
home.
Good work and explained what they were
doing stage by stage. Cleaned up everything.
Very efficient, tidy workman. Courteous and
polite would use again.
Merry Christmas & Happy New Year
to all our members from
Donna and Fran
Merry Christmas
& Happy New Year
to all our members
from Donna and Fran
Please note the council's main offices will be closed on Friday 25 th
December, Monday 28 December 2009 and Friday 1 January 2010
Please note the council’s main offices will be closed on Friday 25th
December, Monday 28 December 2009 and Friday 1 January 2010
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Buy With Confidence Web Site Hits 2009
Trade Category
Building and
Construction
Building Construction
and Maintenance
User Access Count
6211
6081
Plumber 5261
Bathroom installation 4774
Roofing 4612
Electricians 4409
Plumbing 4352
Property Maintenance 4018
Bathrooms 3870
Central Heating 3814
Double Glazing 3738
Heating 3712
Carpenter 3644
Kitchen Fitter 3437
Home Improvements 3425
Decorators 3376
Garage Doors -
Installation & Repair
3371
Plasterer 3289
Car Sales 3232
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Top 19 “Buy With Confidence” web site user search hits over last year. Over 6000
consumers searched for builders using the Buy With Confidence web site in 2009.
www.buywithconfidence.gov.uk
For details of your companies web site statistics email fran.evans@brighton-hove.gov.uk
Trading Standards
In the News
Trading Standards officers are warning
house holders of the dangers of dealing
with doorstep callers. In the latest
incident in Hove, a couple were cold
called reference a new driveway. The
couple made it quite clear that they did
not want the work done at present but
would like a quotation for the work as
they were considering it in the future.
They did receive a brief written quote
but the next day found a team of six
men digging up their drive.
When the couple challenged the men
about the work they were verbally
intimidated and at that point rang
Trading Standards. Officers from the
Brighton & Hove Rapid Action Team
attended the address and spoke to the
couple. They established that several
criminal offences had been committed
but before they could confront the
rogues, the workmen fled the scene.
Sussex police attended and the matter
is now being investigated as Criminal
Damage.
The first six months of this financial year
has seen a 50% increase in calls to the
team compared with the same period for
the two previous years.
The Team would like to express their
thanks to all the Buy With Confidence
> continued overleaf
5

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members who have assisted them in
investigating these types of offences
over the last few years and hope that
this partnership can go from strength to
strength.
(8th November 2009 – The Argus)
Say No to Doorstep Traders
The Rapid Action Team is a service for
consumers run by Brighton & Hove City
Council Trading Standards service. In the
event of elderly or vulnerable individuals
being troubled by doorstep traders we
will attempt to attend any calls where our
services are required.
Due to limited resources we have to
prioritise and if unable to attend we will
provide advice or speak to the trader, and
will advise Sussex Police if further action
is required.
Should you have any information about
suspected rogue traders that you wish to
report you can call the Brighton & Hove
business line, in confidence, on 01273
292453 and select option 2.

Just some of the things
people complain about,
and some of the unusual
experiences of a SFTO!!
Having been in the ‘job’ for some 4
decades, I can happily report that life in
Trading Standards has presented some
rather out of the ordinary experiences.
As the specialist in the vulnerable sector
of our clients, I can report that some
individuals do have some rather amusing
and sometimes, sad stories.
A professional retired lady had had
problems with her double-glazing,
and she was getting nowhere with the
company. They would not apparently
believe some of her windows were
letting in drafts. After discussing her
dispute, she was extremely insistent I
try out her ‘tried and tested’ method
of proving the windows were not
doing the job! This involved yours
truly climbing a stepladder, (one of the
offending windows was a fan light), and
squeezing …. ..toothpaste on the locking
mechanism.
One rather bizarre complaint involved
a dead parrot. Following the normal
preamble discussion of when, where it
was purchased from, and subsequently
when and where the bird met its
demise. Something was missing from
the sequence of events. No mention of
the cause, no reference to a Vet’s postmortem,
the need to know what caused
it to leave this mortal planet!!! Nothing!
It transpired the client’s feathered friend
had been ceremonially buried some
weeks before!
Talking of our feather friends, visited a
client recently. ‘Do I mind a bird flying
around’? ‘No’, was the reply. The bird
was friendly, very friendly, flew on to my
shoulder and squawked happily, then
decided to give me, obviously a sign of
affection, a present – all the way down
my back!
Visiting a second hand car dealer once,
presented the total reincarnation of
the Arthur Daley character, but worse.
There were the expected bottom end
of the market cars, some with obvious,
dubious histories, some that should have
been sent to the great scrape yard in the
sky. The final object in the car lot – the
ultimate living accommodation – the
caravan office! The gentleman was
a little perturbed to have a visit from
his local TS but after reassurance, and
following some gentle negotiating, he
become somewhat warmer to me. He
offered a seat in the caravan, which I
declined, and when refreshments were
offered, I most definitely declined. I think
pest control and our own Environmental
Health Officers would have had a field
day!
A sad story was presented one day. A
widow and her daughter were not
only beside themselves with the loss of
husband/father, they were extremely
distressed due to their resent loss’s last
resting place. Following a fairly short
time after the burial, it became apparent
there was a re-appearance of the coffin!
It transpired the graveyard was subject to
a landslide!
Of course, I could go on for some
volumes, but time and space are limited.
From someone who simply can’t imagine
doing any other job!
Bev Ditch
Senior Fair Trading Officer
7

Dear Deidre,
I am a business in Brighton & Hove and have
just received a proof for a flyer that I am
going to distribute to advertise my business.
The flyer has a number of different wooden
tables shown on the picture and a statement
saying all this for £500. There is an asterix
by this statement. The asterix relates to a
statement in small writing at the bottom of
the page saying that the offer only applies to
pine tables, the other tables shown in the
picture are more expensive. There are no
pine tables shown on the picture.
Under the Consumer Protection from
Unfair Trading Regulations 2008 it is a
criminal offence to make a misleading
statement that would effect a consumer’s
decision to buy goods or services. It could
be argued that making a statement like
‘all this for £500’ when none of tables
shown in the picture are £500 would be
construed as misleading despite there
being a disclaimer at the bottom. Legally
disclaimers should be as bold, precise and
compelling as the description they are
aiming to nullify.
Dear Deidre,
I have just received an e-mail from HM
Revenue & Customs (HMRC) regarding a tax
rebate and to complete an online form to
receive a rebate of tax. This sounds too
good to be true.
customers of tax rebates by way of
e-mails or invite them to complete online
forms to receive tax rebates. Do not visit
the website contained in the e-mail or
disclose any personal information. If
you receive an email from HMRC which
you think may be a hoax forward it to
phishing@hmrc.gsi.gov.uk.
Dear Deidre,
I have ordered building materials from a
f irm which has now gone into
administration, leaving me out of pocket
what can I do?
Due to the credit crunch a number of
businesses are closing down, leaving
customers high and dry when things go
wrong. To begin with you should take the
following steps:
• Has an administrator been appointed?
look on the company’s website, or in
the press
• If so, write to them and log your claim
attaching any copies of paperwork.
• If your claim relates to individual
items which were purchased for over
£100 (but not more than £30,000),
and a portion or all of the amount
was paid for using a credit card, then
you may have an “equal liability” claim
against the credit card firm. Write to
the credit card company with copies
of paperwork stating that they are
“equally liable” under section 75 of the
Consumer Credit Act 1974. NB. This
only applies to consumer not business
transactions
• If you purchased goods using a Visa
debit card or a Mastercard debit card,
contact your bank to see if you are
able to be refunded under a Charge
Back Scheme. You need to contact
your bank within 120 days of realising
.that there is a problem. However,
it is merely a scheme, and unlike
purchases made using a credit card
there is no legal obligation for the
bank to act.
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Buy with Confidence Contact Details:
fran.evans@brighton-hove.gov.uk
donna.lynsdale@brighton-hove.gov.uk
Fran Evans: 01273 293340
Donna Lynsdale: 01273 292494
www.tradingstandards.gov.uk/brighton-hove www.buywithconfidence.info