OFT urges top retailers to change their websites

"The OFT has written to 62 of the top online retailers ahead of the busy Christmas period after a sweep of 156 websites found signs that many may not be fully complying with consumer protection law", according to a press release from the Office. They were looking for for breaches of the Distance Selling Regulations and other consumer protection laws. The press release goes on the detail some of the areas of concern:

• 33 per cent of sites that provided information on cancellation appeared to impose unreasonable restrictions on customers' rights to a refund. Most common was requiring that the product must be in the original packaging or in the original condition, which can infringe on consumers' rights to reasonably inspect/ assess the product.
• 60 per cent provided a web contact form rather than an email contact address, as required by the E-Commerce Regulations. Two per cent provided no electronic contact details at all.
• While 60 per cent of sites indicated upfront that compulsory charges would be added to the first price shown, 24 per cent of these sites went on to add further unexpected charges at the check-out.
• However, the sweep also found that the majority of sites were compliant with the DSRs in providing other required information to the consumer. For example, 99 per cent of sites provided details on when the goods would be delivered or the service would start and 95 per cent provided a full geographical address when payment was required in advance.

Huge numbers of websites fail miserably to comply with the fairly simple legal requirements, and it is not just retailers such as those the subject of this OFT initiative (though their failings are likely to have particular effects on consumers). Dealers should watch out too.

For the full story, follow the link to the press release.