Doorstep selling

Name of complainant: National Association of Citizens Advice Bureaux

Date of complaint: 3 September 2002

Subject of complaint

Some doorstep sales involve unfair trading practices including high-pressure sales techniques and deception. In addition, many consumers of are unaware of the limited rights they have to cancel agreements entered into under duress.

OFT response: 11 November 2002

A very wide range of goods and services are sold in the home. This facility is useful for many consumers and for some it is essential. Many of these sales are trouble free. The law gives consumers certain rights but these can depend on whether visits were solicited or unsolicited. There also appears to be some evidence, including that from National Association of Citizens Advice Bureaux (NACAB), of practices such as high-pressure sales techniques and reliance on unfair contract terms. These can be particularly damaging to more vulnerable consumers. The OFT has therefore decided to examine what is going on in more detail.

The OFT propose using its investigative powers under section 2 of the Fair Trading Act 1973 to carry out an investigation. The OFT will aim to find answers to the following questions:

  • What goods and service are commonly sold in the home, and how much do consumers spend on them?
  • What problems do consumers experience when they buy in the home and why are they associated with some products and services and not with others?
  • Do these problems occur in other countries? If not, why is this?
  • What lessons are to be learned from some in-depth case studies?
  • If our investigation establishes the need for action, what remedies are
    appropriate, and why?

Action following response

The OFT launched a market study into doorstep selling.

Key documents




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