Consumer ignorance ‘may undermine bid to reform rights law’

Just four per cent of shoppers claim to have a strong grasp of consumer law, while 47 per cent admit to confusion and a lack of understanding, the poll by price comparison site uSwitch.com found.

The poll found 29 per cent have lost time or money through not understanding their rights, with 41 per cent finding the relevant laws complicated.

It found consumers learn about their rights through the media (52 per cent), trial and error (33), and from other people (31), while
just 13 per cent learn from their parents and five per cent at school.

USwitch said the Government’s new Consumer Rights Bill, which aims to clarify and simplify the laws for shoppers and retailers, “may fall flat” if more is not done to educate the public.

The study concluded: “The danger is that, by not tackling consumer education, the Government is likely to fall short of giving consumers the support they really need.”

But almost three quarters of consumers (72 per cent) think that plans to extend consumer rights to cover digital content are helpful, while 54 per cent say plans to simplify the network giving advice and guidance to consumers will make it easier to seek advice and support.

USwitch director of consumer policy Ann Robinson said: “We are said to be a consumer society, but the reality is that very few of
us really know what our rights are.

“This lack of knowledge and understanding is not only a huge disadvantage, but could be financially damaging too.

“The Government’s plans to simplify consumer law and to bring it up to date are a step in the right direction. However, better protection will only work if consumers actually know about it and understand it too. The Government is in danger of missing the bigger opportunity here, which is to ensure that all consumers are educated about their rights.”

Consumer Minister Jo Swinson said: “For too long the rules that apply when buying goods and services have been murky for both consumers and businesses. We want consumers to be confident to shop around and part of this is knowing what their rights are.

“This is why we announced new rights last week. Combined with the introduction of a draft Consumer Rights Bill, this will mean consumers are finally equipped to understand consumer law and the time spent deciphering this will become a thing of the past.”

Citizens Advice Consumer Helpline is available at www.adviceguide.org.uk or 08454 04 05 06.”

OnePoll surveyed 2,000 UK adults between July 2 and 4.