1. Summary and introduction
1.1 Doorstep selling is an area in which unfair trading practices thrive and consumers’ rights are inadequate. Citizen Advice Bureaux (CABx) clients who have experienced problems with doorstep sales appear to be in a very weak position in relation to the trader. They are commonly subjected to unfair trading practices including high-pressure sales techniques and deception. Many are unaware of the few rights they do have to cancel agreements entered into under duress and others are surprised to find they have limited rights. The simple act of arranging an appointment with a salesperson makes a huge difference to a consumer’s right to cancel an unwanted contract. The fact that consumers do not generally know this and are generally unaware of their consumer rights, can make it easy for traders to avoid their legal obligations. Some consumers are particularly vulnerable and seem to be a target for unfair practices.
1.2 In 2001/02 Citizens Advice Bureaux advised people about 1.4m problems with consumer goods and services and debt. CABx regularly advise people about problems arising from the sale and attempted sale of goods a nd services, including utilities, through visits to the client’s home. These problems cover a wide range of goods and services and a range of problems. This report examines and analyses CABx evidence about doorstep sales and makes recommendations for improvements where current consumer protection is not adequate to meet these consumers’ needs. Over the past two years there has been a significant increase in the number of evidence reports received by NACAB from CABx expressing concerns about their clients’ experiences with sales conducted in their homes, ‘doorstep sales’. More than 1,500 evidence reports from 353 CABx throughout England and Northern Ireland have been considered to prepare this report.
Social Policy contact: Susan Marks Social.policy@citizensadvice.org.uk
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200kb) - CAB clients’ experience of doorstep selling