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‘Your doorstep, your decision’ – New OFT campaign warns against bogus doorstep traders

134/09    16 November 2009

Nearly three million people have fallen victim to a rogue doorstep trader, according to new research released to coincide with the launch of the OFT's 'Your Doorstep, Your Decision' campaign.

While people of all ages were found to have fallen foul of the rogues, losing an average of £600, the oldest were hardest hit with those over 55 years losing almost £1100 each on average.

The research, conducted by YouGov, also found that:

• 84 per cent of respondents said they had been approached by cold callers with 70 per cent approached by energy salesmen and 47 per cent by those offering home repairs or improvements
• Of those who were approached by doorstep sellers, 49 per cent said they felt uncomfortable or intimidated
• People in London were the most likely to have fallen victim to a rogue doorstep trader (11 per cent)
• Of those who had lost money to doorstep traders, 41 per cent had to spend additional money to complete or correct the work.

While canvassing on the doorstep is not illegal and there are many legitimate businesses selling to people in the home, rogue doorstep trading is an ongoing problem. Already this year, Consumer Direct, the advice service managed by the OFT, has received almost 4,000 complaints about cold callers offering home repairs, a rise of 18 per cent on the same period last year. The top three complaints concerned roofing (1076), tarmacing and paving (954) and insulation (335).

While it might be tempting to agree to attractive prices being offered on the doorstep, the OFT's new campaign 'Your Doorstep Your Decision' is warning people to think twice.

Michele Shambrook from the Office of Fair Trading said:

'Hasty decisions made on the doorstep can sometimes result in agreeing to work that isn't necessary, that turns out to be more expensive than quoted or that's carried out to a poor standard if it's done at all.

'We want people to recognise the warning signs, and to feel confident enough to take appropriate precautions and say no. Remember, it is your doorstep, your decision.'

Typically, rogue traders will try to find common ground with a homeowner and use deceptive and misleading claims. Some may falsely claim to be endorsed by a trade association or a local council. Victims may also be made to feel that there is a great sense of urgency in the offer, and if they don't sign up, they'll miss out.

Your Doorstep, Your Decision
To help you stay in control of your decision when confronted on your doorstep and have the confidence to say no, the OFT is encouraging people to remember the following advice:

• It's your doorstep, your decision.  
• Be wary of special offers or warnings about your home
• Don't hand over a cash deposit
• Don't agree to a trader starting any work straight away  
• Take time to consult with someone you trust for a second opinion, speak to friends, family or neighbours before making any decision
• If in doubt, contact Consumer Direct (www.consumerdirect.gov.uk) or your local authority Trading Standards Service for advice. 

As part of the 'Your Doorstep, Your Decision' campaign, the OFT will be distributing over seven million leaflets to householders across Britain. The OFT is also launching new radio and TV adverts (see http://www.youtube.com/user/OFTWebEditor) showing how to resist the persuasive sales tactics used by rogue doorstep traders. The campaign is being run in partnership with local authority Trading Standards Services and other consumer facing bodies.

For more information on the campaign please contact the team at 3 Monkeys Communications on OFT@3-monkeys.co.uk or call 020 7009 3100.

Or

Frank Shepherd at the Office of Fair Trading on Frank.Shepherd@oft.gsi.gov.uk or call 0207 211 8133

Notes to editors
1. 2036 people were surveyed online by YouGov in November 2009.

2. Information captured by Consumer Direct is provided as given by the consumer. No opinion on the truth or verification of facts has been made by the Consumer Direct service.

3. The Office of Fair Trading's 'Your Doorstep, Your Decision' campaign is supported by TrustMark www.trustmark.org.uk.

About the Your Doorstep, Your Decision campaign

1. Your Doorstep, Your Decision is an awareness campaign being run by the Office of Fair Trading (OFT) during November. It aims to increase consumer awareness of rogue doorstep sellers and provide vulnerable people and their friends, family and neighbours with helpful and practical advice on how to avoid being scammed in this way. For more information visit the doorstep selling page.

2. Bogus doorstep traders often use a range of persuasive and emotional tactics to secure a fast sale. The Office of Fair Trading has identified six key selling tactics used by doorstep sellers to be cautious of:

• You're made to feel grateful - the caller turns up with a gift, and it seems rude not to invite them in or engage in conversation 
• You're made to feel that you have lots in common - the seller picks up on things you have in your home and pretends they are interested in similar to establish a connection with you 
• You're made to feel there is a great sense of urgency in the offer - the seller offers a special discount, may pretend to check with their boss, and makes you feel that if you don't sign up now, you will miss out 
• You're made to feel committed - the seller gets you to agree to a harmless statement. By answering 'yes' you are starting to say 'yes' to the sale without realising it, and may feel embarrassed not to buy when you have implied you will 
• You're made to feel that you will be happy, like previous customers 
• You're made to feel that the service is endorsed by an expert - the seller emphasizing the service has been tested and is approved by a professional association, charity, celebrity or council.

3. About Consumer Direct
Consumer Direct is the government-funded telephone and online service offering information and advice on consumer issues. Consumer Direct is funded by the OFT and delivered in partnership with local authority Trading Standards Services. For information or advice contact 08454 04 05 06 or see www.consumerdirect.gov.uk

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