Issue - meetings

Linda Bromley spoke on "What has happened to our Trading Standards service". She stated that in October 2019 she went to register a complaint with Trading Standards and discovered that the Citizens Advice Bureau now answer Trading Standards calls. Ms Bromley consulted with ‘Which?’ legal services and was advised that her complaint involved mis-selling which was covered by Consumer Acts and Regulations. Ms Bromley went through the Trading Standards complaints procedure, but her complaint was not addressed and there was no recourse to appeal and no other authority to complain to. She stated that her issue was within the remit of Trading Standards and she had not received any contact since 10th October 2019. Ms Bromley contacted them on the 31st January 2020 for an update on her complaint. She was advised that although all complaints are referred to Trading Standards, they may not all be investigated. The Citizen Advice advisor did not possess the relevant knowledge and she received incorrect advice for her complaint.

In response to Linda Bromley, Councillor Andy Crump (Portfolio Holder for Fire & Rescue and Community Safety), commended Warwickshire’s Trading Standards for protecting the public. They investigated cases involving counterfeit goods and preventing commodities being sold to underage consumers. Councillor Crump concluded that for Ms Bromley’s complaint to be acted upon, there would have to be a pattern of complaints. Councillor Crump stated that Trading Standards had a press release regarding rogue traders, and they are working hard on cyber fraud to protect vulnerable people.

Jonathon Toy, Service Manager (Trading Standards & Community Safety), confirmed that complaints for Trading Standards go through Citizens Advice and there are several resolution options that the service can pass on. He stated there is a resolution body which would take on and resolve a complaint. He continued that Warwickshire is not reducing its Trading Standards, but Ms Bromley’s circumstances was not an issue that Trading Standards would take on.