Trading Standards Service Plan 2024 to 2025
8.0 Service Context
Looking at the level of work undertaken, how it is carried out and assessing customer satisfaction levels can be used to indicate if service provision is being targeted appropriately. Some headline figures include:
Service demands
| Nature of contact | 2021 | 2022 | 2023 |
|---|---|---|---|
| Advice centre complaints and enquiries | 261 | 350 | 314 |
| Citizens advice consumer service | 1610 | 1429 | 1050 |
| Criminal complaints, enquiries, investigations and scam interventions | 636 | 572 | 568 |
The Citizens Advice Consumer Service gives first tier telephone advice on consumer issues. The more complex problems and those requiring follow up casework are referred onto our specialist Trading Standards Adviser.
Most complained about subject areas
| Top three complained about goods and services (2023) | % of total |
|---|---|
| Home maintenance, repairs and improvements | 18.6 |
| Tobacco related products (including vapes) | 13.5 |
| Second-hand motor vehicles | 12.2 |
| Top three criminal complaints (2023) | % of total |
|---|---|
| Fraudulent and unfair trading practices | 52.6 |
| Counterfeit and illicit products | 21.4 |
| Underage sales | 9.0 |
| Top three requests for advice from business (2023) | % of total |
|---|---|
| Fair trading issues (incuding civil advice) | 38.9 |
| Product safety requirements | 26.4 |
| Food standards including allergens, labelling and composition | 11.1 |
Customer satisfaction levels
Satisfaction levels remain exceptionally high for those using the Trading Standards Advice Centre.
| Year | Satisfaction index |
|---|---|
| 2021 to 2022 % | 98.9 |
| 2022 to 2023 % | 95.2 |
| 2023 to 2024 % | 100 |
Redress levels
This is the amount of money that the Service has obtained in redress for local consumers and businesses.
| Year | Redress Obtained |
|---|---|
| 2021 £ | 133,079 |
| 2022 £ | 300,355 |
| 2023 £ | 104,549 |
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