OFT launches online hub to help retailers comply with the Sale of Goods Act

[Legal Beagles]

The OFT has launched a new online resource to help sales staff comply with the law when customers buy or return goods.

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[enaid]

Re: OFT launches online hub to help retailers comply with the Sale of Goods Act

Press releases 2010 -


OFT launches online hub to help retailers comply with the Sale of Goods Act

The OFT has today launched a new online resource (www.oft.gov.uk/saleofgoodsact) to help sales staff comply with the law when customers buy or return goods.
The Sale of Goods Act (SOGA) is the main law that relates to the purchase of consumer goods. SOGA covers elements such as quality of goods, how they are described when being sold, whether they are fit for purpose and when a customer is entitled to a refund.
The OFT estimates that problems with unsatisfactory goods cost consumers around £6.6 billion a year. Following discussions with businesses and trade associations, the OFT has developed the SOGA Hub to help sales staff understand their legal obligations and improve customer service.
The hub is a free online resource for retailers and includes a simple at-a-glance guide to the law, detailed explanations, practical example and training materials and a quiz. The materials can either be used as they are or incorporated into existing staff training programmes, making them suitable for both small and large firms. The material is also tailored to be suitable for people dealing with various levels of consumer contact.
Jason Freeman, Legal Director in the OFT's Consumer Group, said:
'Sales staff may be unsure of their responsibilities under the Sale of Goods Act as it has been updated over the years and new requirements have been added.
'The OFT has worked to provide clarity on this cornerstone of consumer protection through the new hub. This will help ensure that continuing competition and innovation by high street retailers is supported by staff understanding their practical responsibilities and customers' rights.'
Graham Wynn, Assistant Director for Consumer, Competition and Regulatory Affairs from the British Retail Consortium said:
'Good customer service is the foundation for retail growth. We welcome any practical help that aims to reduce burdens on retailers to meet the law. We worked with the OFT to help make sure that this new tool is practical and useful for our members and will help them meet customer needs.'

NOTES

1. The OFT worked, to develop the SOGA Hub, with the British Retail Consortium, the Trading Standards Institute and businesses such as the Home Retail Group, B&Q and a number of small and medium sized retailers across the country.
2. Changes have been made to the SOGA and there is evidence that many retail staff do not fully understand customers' statutory rights when it comes to exchange and refunds. OFT research estimated that consumer experienced 26.5 million problems with unsatisfactory goods and services and that 34 per cent of the problems were unresolved.
3. The SOGA hub complements wider education work to consumers about their consumer rights promoted by OFT via Consumer Direct and the Know Your Consumer Rights campaign.

[middenmess]

Re: OFT launches online hub to help retailers comply with the Sale of Goods Act

What a shambles!!!

Check out the downloadable leaflet that is produced by the OFT for handing out to customers.

For customers

It gives the web address of Consumer Direct site for sale

it does give the correct address of Consumer Direct a little further down but that's hardly the point.

Time to return goods bought on the internet is also incorrect!

To my mind some of the rest of the site could have been improved as well.

Just phoned consumerdirect and told an advisor about it--not overly interested.

[pompeyfaith]

Re: OFT launches online hub to help retailers comply with the Sale of Goods Act

Nothing new here then.

http://www.which.co.uk/news/2011/01/...s-test-243522/

[middenmess]

Re: OFT launches online hub to help retailers comply with the Sale of Goods Act

Peanuts and monkeys or deliberate avoidance?

Umm.That's a tough one!

[Angry Cat]

Re: OFT launches online hub to help retailers comply with the Sale of Goods Act

I actually had a very bad experience with PC World RE: SoGA and had to get TS involved.
The matter was eventually resolved, but not without much flexing of 'Rights'!