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Consumer protection

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All publications are available to download as PDFs, if you require any publications in a special format please contact marketing@oft.gsi.gov.uk

Leaflet reference Publication title and description
OFT1516 Top tips for consumers on online games (January 2014)
We’ve developed these tips for consumers to help you make sure that playing games online is child’s play.
Children's online games - top tips (pdf 769 kb)
OFT1519/OFT1518/OFT1517 The OFT’s Principles for online and app-based games, response to consultation and a survey of the literature (January 2014)
These Principles clarify the OFT’s view of the online and app-based games industry’s obligations under consumer protection law.
Children's online games - A survey of literature  (pdf 275 kb) Children's online games - Response to the consultation  (pdf 393 kb) The OFT's Principles for online and app-based games (pdf 251 kb)
OFT1512 Quick house sales: 10 top tips for businesses (November 2013)
Some practices and behaviours to help providers to meet the professional standards consumers might reasonably expect
Quick House Sales tips for businesses (pdf 1.13 mb)
OFT1510 CFI into the supply of information and communications technology to the public sector - findings (October 2013)
A summary of the Call for Information
CFI into the supply of ICT to the Public Sector - findings (pdf 416 kb)
OFT1509 Guidance for lettings professionals - compliance with relevant consumer protection law: a consultation (October 2013)
This guidance is intended to help lettings professionals comply with consumer protection laws and laws about dealing with other businesses which are relevant to them
Guidance for lettings professionals - a consultation (pdf 478 kb)
OFT1505 Defined contribution workplace pension market study (September 2013)
Report of a market study to investigate whether the defined contribution workplace pension market is working well for consumers.
Defined contribution workplace pension market study (pdf 1.35 mb)
oft1494 Key issues in ongoing contracts: a practical guide (June 2013)
This document is intended as a practical guide for enforcement officers seeking to tackle problems faced by consumers arising from 'ongoing contractual relations'. By this we mean continuing contractual and other arrangements (often long-term) between consumers and business which involve repeat or regular supply of goods and services.
OFT1494 Key issues in ongoing contracts (pdf 332 kb)
oft1489 Personalised Pricing: Increasing Transparency to Improve Trust in the Market (May 2013)
Personalised pricing to refers to the practice where businesses may use information that is observed, volunteered, inferred, or collected about individuals’ conduct or characteristics, to set different prices to different consumers based on what the business thinks they are willing to pay.
Personalised pricing - increasing transparency to improve trust (pdf 603 kb)
oft1479 The Lettings Market (February 2013)
The OFT has carried out a review of the lettings market, based on an analysis of a large number of complaints, and considered ways forward to tackle the issues that appear to be problems in the market.
Annexe C Legal annexe (pdf 258 kb) Annexe D Intelligence report (pdf 671 kb) Annexe E – Stakeholder Responses to the Intelligence Report (pdf 1.46 mb) OFT1479 Lettings report (pdf 1.12 mb)
oft1470 Wise up when selling energy efficiency products (January 2013)
The OFT has published guidance for businesses selling energy efficiency products
OFT1470 Energy efficiency business guidance (pdf 889 kb) OFT1470w Energy Efficiency business guidance Welsh (pdf 900 kb)
oft1364 Guidance for property sales businesses (September 2012)
The new guidance focuses on two pieces of law: the Consumer Protection from Unfair Trading Regulations 2008 (CPRs) and the Business Protection from Misleading Marketing Regulations 2008 (BPRs). It is the revised version of the consultation document entitled ‘OFT Guidance for Estate Agents’.
OFT1364 Guidance on CPRs BPRs on property sales (pdf 657 kb)
oft1436 Supply of school uniforms - Report of findings by IFF Research (August 2012)
Report on the survey of the supply of uniforms in UK state schools in 2012
Supply of school uniforms (pdf 1.28 mb) Supply of school uniforms- annexes (pdf 1.12 mb)
OFT1435 Yellow Pages (August 2012) + A report and annexes on the undertakings given by the Yellow Pages business of Hibu plc prepared by ICF GHK
Consultation on the OFT’s provisional findings from a review of the undertakings of the Yellow Pages business of Hibu plc
Consultation on the OFT’s provisional findings from a review of the undertakings of the Yellow Pages business of Hibu plc (pdf 577 kb) A report on the undertakings given by the Yellow Pages business of Hibu plc - annexes (pdf 1.51 mb) A report on the undertakings given by the Yellow Pages business of Hibu plc (pdf 2.04 mb)
OFT1433 Home insulation - A report on the Call for Evidence carried out by the OFT (August 2012)
A summary of the outcome of the OFT's Call for Evidence into the home insulation market, which was launched in April 2012.
Home insulation - A report on the Call for Evidence carried out by the OFT (pdf 727 kb)
oft1420 Price and choice in remote communities - call for evidence (June 2011)
Price and choice in remote communities - call for evidence
Price and choice in remote communities - Call for Evidence  (pdf 1.69 mb) OFT1420w Price and choice in remote communities - Call for Evidence (Welsh) (pdf 1.77 mb)
oft1422 Private Motor Insurance (May 2012)
Report on the market study and proposed decision to make a market investigation reference
Private motor insurance - Report on the market study and proposed decision to make a market investigation reference (pdf 780 kb)
oft1414 Dentistry - an OFT market study report and annexes (May 2012)
Report of a market study launched by the OFT in September 2011
Dentistry market study (pdf 1.63 mb) Dentistry market study report annexes (pdf 541 kb)
oft1358ref Aggregates: The OFT's reason for making a market investigation reference to the Competition Commission
The OFT's reason for making a market investigation reference to the Competition Commission
Aggregates: the OFT's reason for making a market investigation reference to the Competition Commission (pdf 1.78 mb)
oft1358 Aggregates: Report on the market study and proposed decision to make a market investigation reference

Aggregates: Report on the market study and proposed decision to make a market investigation reference (pdf 968 kb)
oft1279 CAMRA super-complaint - OFT final decision (October 2010)
The OFT's final decision in response to a super-complaint by the Campaign for Real Ale.
OFT1279 CAMRA super-complaint - OFT final decision (pdf 1.26 mb)
oft1241 and oft1242 New guidance for second hand car dealers and checklist for second hand car dealers (June 2010)
New guidance for second hand car dealers and checklist for second hand car dealers
Guidance for second hand car dealers (pdf 173 kb) Checklist for second hand car dealers (pdf 1.02 mb)
oft1221 Statement of consumer protection enforcement principles (February 2012)
An explanation of our consumer protection enforcement principles
Statement of consumer protection enforcement principles (February 2012) (pdf 311 kb)
oft1137 OFT's response to CAMRA's supercomplaint (October 2009)
The OFT's response to the Campaign for Real Ale (CAMRA) super-complaint relating to the supply of beer in pubs.
Response to CAMRA's super-complaint (pdf 645 kb)
oft1115 Policy statement (September 2009)
The role of self-regulation in the OFT's consumer protection work
Policy statement - The role of self-regulation in the OFT's consumer protection work (pdf 195 kb)
oft1059 The economics of self-regulation in solving consumer quality issues (March 2009)
This paper is an economic discussion paper.
The economics of self-regulation in solving consumer quality issues (pdf 266 kb)
oft1058 Business leadership in consumer protection (March 2009)
A discussion document on self regulation and industry-led compliance
Business leadership in consumer protection - A discussion document on self regulation and industry-led compliance (pdf 309 kb)
oft 1018 Sale and rent back (October 2008)
An OFT market study
Sale and rent back - an OFT market study (pdf 494 kb) Annexe A - Consumer survey (pdf 237 kb) Annexe B - Equity release (pdf 105 kb) Annexe C - Analysis of cases recorded by advisors (pdf 73 kb) Annexe D - Website survey (pdf 81 kb) Annexe E - Financial assistance for homeowners and tenants (pdf 77 kb) Annexe F - Existing consumer protection (pdf 179 kb) Annexe G - Alternatives to sale and rent back (pdf 76 kb) Annexe H - Social mortgage rescue (pdf 89 kb) Annexe I - Impact assessment (pdf 91 kb) Annexe J - Consumer awareness (pdf 93 kb) Annexe K - Similar practices to sale and rent back in the USA (pdf 77 kb) Annexe L - Case studies of consumer detriment (pdf 96 kb)
oft 762 Ticket agents in the UK (Jan 2005)
This study looks at the services provided to consumers by ticket agents in the UK. ...
Ticket agents in the UK (pdf 447 kb) Ticket agents in the UK - Annexes (pdf 320 kb)
oft 630 The private dentistry market in the UK (Mar 2003)
A study into the market for private dentistry, following a super-complaint from the Consumers' Association....
The private dentistry market in the UK (pdf 650 kb) Survey of dental practices (pdf 279 kb) Survey of consumers' experience of dental services (pdf 371 kb) Dental practices' mystery shop report (pdf 335 kb) The private dentistry industry in the UK (pdf 76 kb)
Mystery shopping excercise Report into extended warranties - mystery shopping exercise (September 2001)
As part of the OFT's research into extended warranty policies in electrical retailers, we commissioned a mystery shopping exercise to re-examine the market to establish how well the code of practic...
Report into extended warranties (pdf 72 kb)
oft992 Consumer detriment (April 2008)
Assessing the frequency and impact of consumer problems with goods and services
Consumer detriment (pdf 879 kb)
oft 982 Web sweep analysis (March 2008)
An OFT report
Web sweep analysis (pdf 566 kb)
oft 921 Internet shopping (June 2007)
An OFT market study
Internet shopping: an OFT market study (pdf 1.17 mb) Annexe A - Glossary of terms (pdf 123 kb) Annexe B - Methodology (pdf 113 kb) Annexe C - Bibliography (pdf 170 kb) Annexe D - Media review (pdf 167 kb) Annexe E - Consumer attitudes (pdf 687 kb) Annexe F - Economic literature review (pdf 428 kb) Annexe G - Review of online enforcement (pdf 160 kb) Annexe H - Consumer survey report (pdf 843 kb) Annexe I - Consumer research report (pdf 145 kb) Annexe J - Business survey report (pdf 589 kb) Annexe K - Omnibus survey report (pdf 185 kb) Annexe L - Research into Internet shopping (pdf 462 kb)
oft 883 Research on impact of mass marketed scams (December 2006)
A summary of research into the impact of scams on UK consumers
Research on impact of mass marketed scams (pdf 303 kb)
oft 870 Review of the impact on business of the Consumer Codes Approval Scheme (October 2006)
An evaluation of the Consumer Codes Approval Scheme
Review of impact on business of the Consumer Codes Approval Scheme (pdf 567 kb)
oft 861 The commercial use of public information (December 2006)
This study looks at the markets for PSI and how well the supply of PSI is working for customers
The commercial use of public information (pdf 706 kb) Annexe A Survey of public sector information holders (pdf 296 kb) Annexe B Survey of businesses that use public sector information (pdf 364 kb) Annexe C UK case studies (pdf 332 kb) Annexe D Environment Agency case study (pdf 170 kb) Annexe E Local authorities and NHS bodies (pdf 213 kb) Annexe F International case studies (pdf 234 kb) Annexe G Economic value and detriment analysis (pdf 491 kb) Annexe H The legal framework (pdf 327 kb) Annexe I Background to cost allocation (pdf 187 kb) Annexe J Organisations that were consulted (pdf 78 kb) Annexe K Glossary (pdf 88 kb)
oft 837 Condoms (March 2006)
Review of the undertakings given by LRC Products Limited
Condoms - Review of the undertakings given by LRC Products Limited (pdf 257 kb) Advice to the Competition Commission (pdf 64 kb)
oft 834 Opium derivatives (March 2006)
A review of the undertaking given by MacFarlan Smith Limited
Opium derivatives (pdf 195 kb)
oft 810 Property searches (September 2005)
A market study
Property searches - A market study (pdf 458 kb) Annexe A - survey of consumers (pdf 160 kb) Annexe B - Survey of conveyancers (pdf 393 kb) Annexe C - Mystery shopping exercise (pdf 179 kb) Annexe D - Survey of local authorities (pdf 432 kb) Annexe E - Legal framework in England and Wales (pdf 399 kb) Annexe F - Legal framework in Scotland (pdf 112 kb) Annexe G - National Land Information Service (pdf 87 kb) Annexe H - Other property information holders (pdf 76 kb) Annexe I - Parties consulted (pdf 70 kb) Annexe J - Specimen property search forms (pdf 496 kb)
oft 790 Research into misleading price comparisons (June 2005)
Prepared for the OFT by Nottingham University Business School
Research into misleading price comparisons (pdf 1.68 mb) Price comparisons research - cover report (pdf 204 kb)
oft 780 Care homes for older people in the UK (May 2005)
A market study
Care homes report (pdf 1.16 mb) Annexe A - Authority obligations and guidance (pdf 291 kb) Annexe B - Survey of Authorities (pdf 585 kb) Annexe C - General research findings (pdf 503 kb) Annexe D - Methodology (pdf 314 kb) Annexe E - Survey of providers of residential and nursing care homes for older people (pdf 557 kb) Annexe F - Survey of older people in care homes (pdf 1.74 mb) Annexe G - Care homes mystery shopping (pdf 1.45 mb) Annexe H - Case studies of elderly consumers choosing a residential care home (pdf 487 kb) Annexe I - Complaints procedures (pdf 278 kb) Annexe J - Regulatory framework (pdf 289 kb) Annexe K - Consumer behaviour and care homes: a literature assessment (pdf 605 kb) Annexe L - Paying for care (pdf 256 kb) Annexe M - Organisations that were consulted (pdf 103 kb)
oft 753 Consumer education: A strategy and framework (November 2004)
A framework for the 600 plus organisations involved in providing consumer education in the UK
Consumer education - response to the consultation (pdf 38 kb) Consumer education - framework and strategy (pdf 39 kb)
oft 716 Doorstep selling (May 2004)
A report on the market study
Doorstep selling (pdf 453 kb) Annexe A - methodology (pdf 159 kb) Annexe B - value of goods and services sold on the doorstep or in the home (pdf 200 kb) Annexe C - legislative framework (pdf 243 kb) Annexe D - codes of practice (pdf 107 kb) Annexe E - international comparison of countries' domestic doorstep selling legislation (pdf 403 kb) Annexe F - psychology of buying and selling in the home (pdf 510 kb) Annexe G - door-to-door and in-home sales - the sales person's perspective (pdf 350 kb) Annexe H - price variability for double glazing products: case studies (pdf 231 kb) Annexe I - price variability for mobility aids (pdf 525 kb) Annexe J - stakeholders consulted (pdf 43 kb) Annexe K - consumers' knowledge of their rights when buying at the doorstep or in the home (pdf 305 kb) Annexe L - consumer survey (pdf 305 kb) Annexe M - omnibus survey (pdf 546 kb) Annexe N - national bogus trader and doorstep crime initiatives (pdf 189 kb) Annexe O - regional bogus trader and doorstep crime initiatives (pdf 316 kb) Annexe P - trading standards doorstep selling enforcement study (pdf 293 kb) Annexe Q - LACORS doorstep selling enforcement study (pdf 241 kb) Annexe R - analysis and commentary on 'bogus trader' data (pdf 191 kb) Annexe S - trading standards snapshot: main results (pdf 201 kb) Annexe T - analysis of citizens advice evidence (pdf 329 kb)
oft 705 Debt consolidation (March 2004)
This report sets out the findings of a study by the OFT into the use of debt consolidation by consumers
Debt consolidation (pdf 312 kb)
oft 704 Legislative options for tackling bogus trading (March 2004)
An OFT position paper
OFT position paper: Legislative options for tackling bogus trading (pdf 132 kb)
oft 703 Response to super-complaint on care homes made by Consumers' Association (March 2004)
On 5 December 2003 the Consumers' Association (CA) submitted an informal super-complaint to the Office of Fair Trading (OFT) about care homes.
Position paper on care homes super-complaint (pdf 231 kb)
oft 697 The supermarkets code of practice (February 2004)
Report on the review of the operation of the code of practice in the undertakings given by Tesco, Asda, Sainsbury and Safeway to the Secretary of State for Trade and Industry on 18 December 2001
The supermarkets code of practice (pdf 276 kb)
oft 693 Estate agency market in England and Wales (March 2004)
This market study investigates how well the residential estate agency market is working for consumers and makes recommendations to address the shortcomings identified
Estate agency market in England and Wales (pdf 543 kb) Annexe A - consumer survey (pdf 245 kb) Annexe B - Business survey (pdf 361 kb) Annexe C - International comparisons (pdf 790 kb) Annexe D - competition in case studies (pdf 93 kb)
oft 683 New car warranties (December 2003)
Report of the market study
New car warranties (pdf 398 kb) Car warranty survey - a survey of new car buyers (pdf 469 kb)
oft 610 Consumer IT goods and services (December 2002)
Results of the OFT investigation into the consumer IT goods and services market
The consumer PC market in Europe (pdf 216 kb) The consumer PC market in the United States (pdf 206 kb) Consumer IT goods and services (pdf 335 kb)
oft 391 Wholesale supply of compact discs (September 2002)
An investigation of allegations that record companies were trying to stop parallel imports of CDs from other European countries into the UK, to keep prices higher
Wholesale supply of compact discs (pdf 159 kb)
oft 387 Extended warranties on domestic electrical goods (July 2002)
This report presents the key findings from our review of the market for extended warranties on domestic electrical goods
Extended warranties on domestic electrical goods (pdf 136 kb) Report on the survey of independent repairers (pdf 63 kb) Report on the consumer survey about extended warranties (pdf 142 kb) Extended warranties survey  (pdf 68 kb)
oft 354 Measuring consumer detriment under conditions of imperfect information (March 2001)
Economic Research Paper 21 - a follow-up paper to the OFT's earlier report on Consumer Detriment
Measuring consumer detriment under conditions of imperfect information (pdf 388 kb)
oft 346 Funerals: a report of the OFT inquiry into the funeral industry (July 2001)
This report presents the results of a comprehensive investigation of consumer issues in the funeral industy and makes recommendations for change
Funerals (pdf 148 kb)
oft 307 Car servicing and repair (August 2000)
The report of the Director general's inquiry into car servicing and repairs
Car servicing and repairs (pdf 201 kb)
oft 296 Consumer detriment (February 2000)
Provides a detailed analysis of consumer dissatisfaction and the distress it causes, and an estimate of the extent of consumer detriment in the UK economy.
Consumer detriment (pdf 119 kb)
oft 282 Welfare weights (August 1999)
This paper addresses the conceptual and practical difficulties in estimating the elasticity of welfare with respect to income
Welfare weights (pdf 307 kb)
oft 259 Raising standards of consumer care: conference report (February 1999)
A summary of the Raising Standards of Consumer Care conference organised by the OFT at New Hall, Cambridge on 22 September 1998
Raising standards of consumer care (pdf 76 kb)
oft 241 Consumer affairs: the way forward (September 1998)
A consumer strategy for the Office of Fair Trading
Consumer affairs: the way forward (pdf 56 kb)
oft 219 Vulnerable consumer groups: quantification and analysis (April 1998)
The research paper aims to identify and quantify seven groups of potentially vulnerable consumers
Vulnerable consumer groups: quantification and analysis (pdf 133 kb)
oft 199 Selling second-hand cars (October 1997)
The OFT recommends new regulations and checks to reduce the risk for consumers buying a used car
Selling second hand cars (pdf 60 kb)
oft 194 Consumer detriment under conditions of imperfect Information (August 1997)
This paper is part of the Office of Fair Trading's ongoing research programme into aspects of UK Competition and Consumer Policy
Consumer detriment under conditions of imperfect information (pdf 299 kb)
oft 183 Voluntary codes of practice (December 1996)
Sets out the our policy towards codes and invites comments on the way forward
Voluntary codes of practice (pdf 50 kb)
oft 178 The purchase of used cars (December 1996)
In view of the high number of complaints received by trading standards departments and other consumer advice bodies, the OFT looked at the problems of consumers in purchasing a used car
The purchase of used cars (pdf 143 kb)
oft 176 Consumer dissatisfaction (November 1996)
Research paper 9
oft 171 Gambling, competitions and prize draws (September 1996)
Results of a survey about the potential for consumer detriment in various kinds of competition
oft 166 Consumer affairs strategy (June 1996)
This paper seeks views on what the strategy of the Consumer Affairs Division of the Office of Fair Trading should be


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