Trading Standards Service Plan 2023 to 2024
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 | 2020 | 2021 | 2022 |
|---|---|---|---|
| Advice centre complaints and enquiries | 223 | 261 | 350 |
| Citizens advice consumer service | 1431 | 1610 | 1429 |
| Criminal complaints, enquiries, investigations and scam interventions | 478 | 636 | 572 |
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 (2022) | % of total |
|---|---|
| Home maintenance, repairs and improvements | 22 |
| Second-hand motor vehicles | 13 |
| Tobacco related products (including vapes) | 13 |
| Top three criminal complaints (2022) | % of total |
|---|---|
| Fraudulent and unfair trading practices | 50 |
| Product safety concerns | 17 |
| Counterfeit and illicit products | 17 |
| Top three requests for advice from business (2022) | % of total |
|---|---|
| Fair trading issues | 34 |
| Food standards including allergens, labelling and composition | 20 |
| Product safety requirements | 16 |
Customer satisfaction levels
Satisfaction levels remain exceptionally high for those using the Trading Standards Advice Centre.
| Year | Satisfaction index |
|---|---|
| 2020/21 % | 97.6 |
| 201/22 % | 98.9 |
| 2022/23 % | 95.2 |
Redress levels
This is the amount of money that the Service has obtained in redress for local consumers and businesses.
| Year | Redress Obtained |
|---|---|
| 2020 £ | 193,004 |
| 2021 £ | 133,079 |
| 2022 £ | 300,355 |
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