Saying 'no' to rogue traders (From Wilts and Gloucestershire Standard)

Saying 'no' to rogue traders

12:08pm Tuesday 12th January 2010

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A campaign by the Office of Fair Trading 'Your Doorstep, Your Decision' aims to safeguard vulnerable homeowners from rogue doorstep traders. Charlotte Shepherd investigates this growing problem and discovers some simple tips on how to protect yourself.

HOMEOWNERS who have experienced the high-pressure sales tactics of a door-to-door tradesman will recognise that just saying ‘no’ is sometimes the hardest thing to do.

But it is exactly the message that the Office of Fair Trading, working with Consumer Direct and local authorities, wants to get across.

According to local authority trading standards services over 7,000 complaints regarding uninvited doorstep sales were received in the first seven months of 2009 alone.

Of these, the top five complaints related to roofing, tarmacing, paving, double-glazing and electricity agreements.

Gloucestershire County Council is keen to embrace the Your Doorstep, Your Decision campaign and will be working with local police and other agencies to enforce the message.

Martin Bruton, consumer advice and community development manager for Gloucestershire Trading Standards said: "We will make sure that people are aware of the problems. Rogue trading is a perennial problem and it is a bit of an iceberg. We know of some complaints but many people are reluctant to come forward."

He said there were many reasons why people did not come forward when they had been conned or had received shoddy work, including feeling silly or fearing repercussions from the traders.

"From our point of view we welcome the information as it helps us to target problem traders. We would never consider they have done anything silly," stressed Martin. "These people can be very persuasive."

Victims of rogue traders are often elderly homeowners and it is for this reason that this latest campaign targets the over-70s.

Chief executive of Gloucestershire Age Concern, Christina Snell, said: "It is an ongoing problem. We get calls from people who have been duped and hear horror stories more regularly than we would like.

"As people get older sometimes they lose their confidence in decision making.

"We would say never buy from someone on the doorstep. Always get more than one quote and ask around. Nothing beats word-of-mouth recommendations."

The advice from Age Concern Gloucestershire is never to book work in the heat of the moment. "Nothing is ever that urgent," said Christina.

The campaign Your Doorstep, Your Decision stresses the importance of empowering vulnerable people to take charge. "Some older people don’t like to be rude," explained Christina. "But any reputable tradesman is not going to be offended by being asked to give you more time to think."

• For more advice on your rights and cooling off periods go to consumerdirect.gov.uk or call 08454 04 05 06. For more information on Your Doorstep, Your Decision visit oft.gov.uk or call 08457 22 44 99 or go to tradingstandards.gov.uk/glos for local advice.

REPUTABLE CALLERS SHOULD: * Present personal identification and identify who they represent.

* Make it clear from the outset if they are selling something.

* Provide written information on cooling off periods and cancellation rights.

* Not use pressure to sell goods or services.

* Not expect an on-the-spot decision.

* Leave as soon as they are asked to do so.

KNOW YOUR RIGHTS: * If you change your mind about a purchase above the value of £35, you have at least seven calendar days to cancel the contract (the ‘cooling-off’ period).

* A trader must advise you in writing that you can cancel the contract. If there is no written contract, you must still be given this information in writing at the time you agree.

* If you are not given this information in writing the trader can’t hold you to anything in the contract.

* If you decide to have work done, or to receive goods, within the seven day cooling-off period, you should give your agreement in writing.

TOP TIPS FOR DOORSTEP PROTECTION: * Ask friends and neighbours for recommendations or look for traders who belong to trade associations.

* Alternatively, ask your local authority about assured trader schemes managed by Trading Standards Services.

* Shop around and ask for at least three written quotes (rather than estimates) before choosing a trader.

* Agree a written contract covering the work, the price, the payment arrangements and the start and finish dates.

* Never pay the total amount in cash up front, try to avoid paying large deposits and in all cases, you should try and keep back enough money to keep pressure on the trader to get on with the job and to finish it properly. Before you make any final payment make sure you are satisfied the work has been carried out properly and meets the terms of the contract.

* Ask for VAT invoices, get a signed receipt for every payment you make and keep all the paperwork for your records.

* If you pay by credit card or the work is being financed by a credit agreement arranged by the trader, you may have extra protection as the lender is jointly liable with the trader for any breach of contract (if the work costs between £100 and £30,000).

*Be fair about completion: pay promptly if everything contracted for has been completed satisfactorily.

(Advice from Consumer Direct).

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