Online buyers encouraged to know their delivery rights and report concerns
With the peak internet buying season upon us, shoppers are being advised to know their rights and to report problems about unfair delivery surcharges, misleading claims and unjustified delivery restrictions.
Consumers and businesses looking to take advantage of Black Friday and Cyber Monday online sales in the lead up to Christmas can check out the dedicated website www.deliverylaw.uk for information about their rights on delivery charges, and how to raise complaints and report sellers who flout the rules.
The Delivery Law UK website has recently been refreshed and updated to ensure it has all the information, self-help guidance and reporting mechanisms for consumers, businesses and practitioners.
There is a new improved template complaint letter facility which can be tailored to the exact circumstances and sent by email, or printed off and posted, to raise the issues further with companies.
There are short videos to outline some of the issues and how the website can help, plus a simple and quick feedback form conveniently found at the foot of each page for users to convey their thoughts and suggestions.
The site is managed by The Highland Council’s Trading Standards team on behalf of the Consumer Protection Partnership, a grouping that brings together a wide range of consumer protection and government bodies from across the UK.
David MacKenzie, Trading Standards Manager at The Highland Council explains:
“Delivery Law UK is there to provide information and guidance on parcel delivery concerns including free delivery claims and exemptions, unexpected delivery surcharges, misleading information and restrictions on delivery areas.
"Consumer users can consider their rights using the information pages, utilise template letters to raise issues with companies, and make complaints to the appropriate authorities. Business users can ascertain their obligations as sellers and their rights as buyers. Other interested parties such as policy-makers, advisers and lawyers can access detailed information about delivery law.”
Gillian Fyfe, Strong Communities Spokesperson at Citizens Advice Scotland said:
“Lots of people will be using Black Friday and Cyber Monday to make a start on buying presents this Christmas. When buying online it’s always important to know your rights, especially around deliveries and www.deliverylaw.uk is a good online resource to ensure consumers are aware of their rights.
"Citizens Advice Scotland has done a lot of work in recent years around consumer rights when it comes to post and deliveries and we know people, especially those in rural areas, can lose out or aren’t treated fairly, so being aware of your right is really important as we head towards Christmas.”
Michael Legg, Head of Postal Services at the Consumer Council of Northern Ireland adds:
“It’s vital that consumers across Northern Ireland know their rights when shopping online and how they are protected so they are not caught out by issues such as unexpected higher delivery charges.
"The Delivery Law UK website plays an important role providing consumers with easy access to information about their rights and how to challenge poor practice. This complements the Consumer Council’s work in this area and we are pleased to continue to work with other Consumer Protection Partnership organisations across the UK so that consumers get fairer outcomes.”
Whether you are a consumer, a business or a practitioner www.deliverylaw.uk is there to provide all the information, self-help and reporting mechanisms in one place in relation to parcel delivery surcharges and restrictions.
For consumer advice in Scotland contact Advice Direct Scotland on
If in England and Wales, call the Citizens Advice Consumer Helpline on
If in Northern Ireland, contact Consumerline on
This website is designed and managed by The Highland Council and funded by Trading Standards Scotland, on behalf of the UK Consumer Protection Partnership (CPP).
The CPP brings together consumer bodies covering all aspects of consumer protection. It represents consumer advocates and consumer law enforcers from all parts of the UK who are uniquely placed to work together to help tackle the issues facing consumers today. All CPP members endorse the website and promote its use by consumers, businesses and practitioners.
CPP members are:
Advertising Standards Authority; Citizens Advice/Cyngor ar Bopeth; Consumer Council of Northern Ireland; Trading Standards Scotland; Financial Conduct Authority; National Trading Standards; Northern Ireland Department for the Economy; Chartered Trading Standards Institute; The Scottish Government; Department for Business, Energy and Industrial Strategy; Citizens Advice Scotland; Competition and Markets Authority.