OFT campaign highlights better protection for consumers buying in the home

112/08 1 October 2008

The OFT is launching a new awareness campaign to inform consumers that from today if they buy from salespeople who visit them in their own homes, they will have seven days to cancel the agreement.

The Doorstep Selling Regulations cover all salespeople who visit consumers in their homes to sell any goods and services such as conservatories, double glazing, and orthopaedic furniture.

The law has always provided a one week cooling off period when buying from salespeople whose visit has not been sought out by the homeowner. However, changes to the regulations mean that provided the transaction is for more than £35, consumers will now have a seven day period in which to cancel any agreement they enter into, regardless of whether they initiated the visit or not.

The new regulations also mean that doorstep sellers are required to inform customers in writing of their right to cancel.

The OFT's adverts will feature number 7 house signs from addresses across the UK to remind consumers of the seven day cancellation period, and will appear in local newspapers throughout October - see the Doorstep selling page on this website. In addition, leaflets will also be sent to vulnerable consumers in East of England, the Midlands, Scotland and Wales, as these areas have been identified as having the highest levels of doorstep selling.

Following a complaint by Citizens Advice in 2004, the OFT carried out a market study into doorstep selling which showed that:

94 per cent of consumers were generally unaware of their rights when buying through doorstep selling
nearly 40 per cent of consumers had bought goods or services in the home, and while 70 per cent of those were satisfied, a further 30 per cent experienced problems, and
most householders said they felt buying in the home was more pressurised than in other settings.

As a result of the study, the OFT recommended to the government that the legislation should be extended to give cancellation rights to solicited visits as well as unsolicited.

Last year, the OFT's Consumer Direct helpline received more than 50,000 complaints about goods and services bought from doorstep sellers, the top complaints being about home maintenance and improvements services, glazing products and installations, and gardening products and services.

Colin Brown, OFT Consumer Policy Director said:

'These new regulations will mean that the law is a lot clearer for consumers. People buying goods in their own home now have a safety net of seven days in which to change their mind – regardless of who arranged the visit.'

NOTES

1. Download the advert from the new campaign (pdf 367 kb).
2. For more details and advice on the new legislation visit the Consumer Direct website.

Back to: Press releases

Navigate the OFT website:

News and updates

What was new in...

Feedback

Press releases 2008 -