FOI Request - Trading Standards - Online Transaction Complaints

Request 101000276542

1. How many complaints have been made to your Trading Standards department in regard to sales and transactions made online in each of the last five years, 2014 to date.

If possible, I would like the information supplied to include the name (or website address) of the online retailer at whom each complaint was lodged, the reason behind the complaint, and any action taken by Trading Standards.

2. For background, I would also like to know the total number of complaints made to Trading Standards for each year across the same time period.

Response 02-09-2014

1. Trading Standards have the facility to record transactions types and these include ‘social media’ and ‘online’. This is not completed for all complaints. On average, around a half of complaints have the transaction type completed. With this limitation, the figures for ‘social media’ and ‘online’ transaction types are:-

2009 - 20

2010 - 43

2011 - 36

2012 - 54

2013 - 34

2014 - 7

Details of individual companies came to the Trading Standards Service in exercise of its duties as a General Enforcer under Part 8 of the Enterprise Act 2002. The disclosure of such “specified information” is prohibited under section 237 of the Enterprise Act 2002 and is therefore exempt under Section 26 of the Freedom of Information (Scotland) Act 2002.

Trading Standards estimates that there are around 388 relevant complaints with each complaint taking around 10 minutes to find and extract the information giving a total time of 65 hours to process this part of the request, estimated total of £960 to process this aspect of the request. This part of the request is therefore exempt under Section 12 of the Freedom of Information (Scotland) Act 2002; excessive cost.

2. 2009 - 1302

2010 - 1266

2011 - 1222

2012 - 1294

2013 - 1031

2014 - 467


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