Issues linked to faulty goods or services were the biggest sources of complaints or queries to the Competition and Consumer Protection Commission (CCPC) in the first half of 2021.

Its report on consumer contacts shows that there were just over 3,000 queries from consumers in this category – up 15% compared with the same period in 2020.

The CCPC said that many consumers asked whether they were entitled to seek a refund, or if they had to accept a repair or replacement. It referred more than 70% of these consumers to the Small Claims procedure as a possible next step to address their issue.

Fewer travel queries

The watchdog’s report noted a shift in consumer problems by sector, with COVID-19 restrictions leading to a 70% drop in questions relating to travel, transport and holidays. There was, however, an increase of more than 60% in queries about audio-visual and electronic goods.

Almost half of those contacting the commission in the first half of 2021 bought goods or services online – similar to the 2020 figure. The CCPC said that there was a 16% increase in the number of people wanting to know their rights when buying online.

The report also shows that almost a quarter of personal-finance queries related to mortgages or equity release – a 24% increase on the same period in 2020.

“Insights detailed in this report – and, indeed, from our consumer helpline – over the past 12 months suggest that consumers have shifted a lot of their buying online,” said the CCPC’s director of communications Gráinne Griffin.

“Even as restrictions have eased, our insights suggest that a mixed approach between in-store and online shopping is set to continue,” she added.