The statistical evidence base on redress is limited.
2004 Research
In late 2004 the DTI commissioned YouGov Plc to carry out research into the number of consumers in Great Britain who have had claims against traders, their value, the products and services concerned and the means by which disputes were settled.
The research found that almost half (45%) of people surveyed had experienced problems with purchases. Many of these had been resolved without too much trouble, with very few claims going to the courts or alternative dispute resolution (ADR) schemes such as ombudsmen. However some consumers gave up or failed to achieve anything with their claims.
2005 Research
More recently (September 2005), DTI commissioned YouGov Plc to carry out further research. This focused on the number of UK consumers who have had cross border claims against non UK traders/suppliers, the countries, products and services involved as well as the means used in seeking redress and level of satisfaction experienced.
The research found that just over one in ten of all UK respondents had been in a position to seek cross border redress from a non UK trader/supplier in the last 12 months. Three quarters of all redress claims that were made received a satisfactory outcome.
This suggests that the level of UK consumers in a position to seek cross border redress is at a moderately low level and that a large majority of those who go on to make a claim against a non UK trader, achieve a satisfactory outcome.
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