Consumer Action is a Powerful Force
It’s time to recognise that the Jersey consumer is a powerful force that is coming to the fore, have you joined this wave of change?
Interestingly the vast majority of online consumers are more than happy to vote with a click of their finger if dissatisfied. It would seem that Jersey consumers are now prepared to vote with their feet when in retail shops and gaining a similar experience on price or service.
By flexing your demands and voting with your feet (not just your finger), you too can impact the future strategies of a local business. Remember that if you’re not completely satisfied, you can always find other retail outlets for procure your products or services.
Where to start
We have created a simple toolkit to support you in your purchasing routine:
Many of you will have a vague idea of the likely costs of an item/service, if not, check online so you’re prepared. You make have questions you’d like to ask about a specific product.
2 Price check:
a.If time allows, visit several retail shops to experience the customer service quality and pricing strategy, and/or
b. If you’ve purchased the item or service before – check how it differs now.
3 Customer Service
were you acknowledged by staff and was help offered?
Those working in customer service are typically only too willing to help. If you believe that an item/service is positioned above market value ask why. There will be an explanation to balance your opinion. At certain times of the year there maybe sales / promotional offers / added-value offerings, ask when this might be.
Keep the Jersey Consumer Council informed. Share your experiences with us, your successes in discussing prices, service, changing minds, policies and practices.
We look forward to learning more about your experiences and sharing more successes on:www.jerseyconsumercouncil.org.je – see what we’re up to and join in.
A Real Mixed ‘Fruit’ Festive Cake Tasting
Mince Pies in 2015, Christmas Puddings 2016 and for 2017 we put the ‘Iced Fruit Bar’ to the blind tasting test. An Iced fruit bar is a big slice of Christmas cake topped with icing. We recruited taste testers from Citizens Advice Jersey, Trading Standards, the Channel Island Competition and Regulatory Authorities and 4insight. It should be noted that our tester from Trading Standards was an entrant to the Great British Bake off 2015 – he knows his fruit cakes. Our 5 testers each tester could award a maximum of 25 points per cake, covering aroma, fruit content, texture, appearance and richness; our testers scored the M&S’s Classic Recipe Top Iced Bar Christmas Cake as their favourite but a very close challenger was Tesco’s Iced Rich Fruit Cake
Detailed below are the scores from the ‘blind’ tasting. Now it is your turn to see if you agree with our testers!
Please note that we had to carry out our taste testing late November to meet our publication schedule; we are mindful that the full selection of Christmas cakes may not have been available at this time.
A few of our tasters’ comments; ‘lovely rich spice and alcohol aroma’ ‘almond taste throughout’ ‘a little dry and crumbly’ ‘tasty’ ‘high fruit comment’ ’loved the cherries’ ‘not much marzipan’
Eating on a budget, finding time and having the confidence to prepare meals from scratch, are why sometimes many find it difficult. With a bit of planning, using leftovers and just giving it a go, it does get easier.
A good place to start is a weekly menu plan and a budget, which will help you get into the habit of knowing what your weekly shop will cost. Allocate one or two days for a pasta dish, they are cheap, quick with many variations, such as meatballs and spaghetti, ham and pea or simply fresh tomato sauce, all of which should cost under £5.
Sunday is a great day for a roast as you will have more time, plus you can use the leftovers for a dish or two during the week. Why not buy a bigger chicken and strip the carcass down to create a chicken and leek pie on Monday, or a chicken curry with some simple flat- breads another day?
Once you become confident with creating really simple dishes, you’ll find yourself building several weekly meal planners which you can just use time and time again. Because after all, we need these things to be simple.
Caring Cooks have a range of cost effective recipes allowing you to try your planning, shopping and cooking skills. Caring Cooks are treating us all to a Cookery demonstration 27th September Coop Grande Marche St. Helier 12:30 – 13:30 pm.
Let’s get started…
- Work out your weekly grocery budget (planners available by post or http://www.jerseyconsumercouncil.org.je/money-matters/budget-planner/).
- Plan out a weekly menu (recipes available by post or http://www.caringcooksofjersey.com).
- Write out your shopping list; including weight of ingredients.
- Be disciplined when you shop and stick to your budget. Where possible ‘Shop the Offers’. Get familiar with your supermarket’s offer cycles.
- Allow planning and preparation to be a priority. This gives you time to batch-cook and freeze where appropriate. There is no need to feel guilty about time spent planning and cooking.
- Enjoy your cooking, keep budgeting and planning.
If you would like to learn new skills and confidence in the kitchen, and are over 16, please get in touch with Caring Cooks to find out more.
Recipes which share ingredients and are simple to make can be found here on Caring Cooks website:
Funeral costs comparison
Death should not be a topic which we all avoid discussing – it is best to talk about death regardless of your age; remember it is a fact of life and your funeral service shouldn’t leave your family in debt.
We would recommend that you visit each of the Funeral Directors in Jersey to view their premises
and meet the staff who would be caring for your family. Each business offers bespoke personalised services and your relationship with the Funeral Director is really important throughout the planning and service stages.
“Understandable lack of shopping around by consumers at their lowest ebb, and an industry where costs can be opaque; the reality is a huge range in pricing, which could potentially save consumers hundreds of pounds”
Simon Cox, Consumer Protection Proposition Lead, Royal London Group1 SunLife’s annual 2016 report titled ‘The Cost of Dying’ is the fastest rising of any fixed cost in the UK – rising much faster than living costs, such as rent, food, utilities, insurance or clothing: ‘the funeral – which makes up 44% of the cost of dying – has soared by 5.5% in a single year. The average funeral in the UK now costs £3,897 which is more than double what it was when SunLife first started tracking funeral prices in 2004’.
Do you feel under pressure and tempted to spend money that you cannot afford at Christmas? To help you stay within your budget, the Consumer Council has put together a food and present planner.
If you use this or any planner, you are less likely to exceed your budget, and your money should go further.
Can’t print it? We can pop a copy in the post to you. Please call on 611161 or email us at email@example.com
Settle down with a warm drink and peruse our Christmas survival tips…ranging from call out charges to buying on line and the risks of fake products.
- Buying Online
In most cases if you shop online with a Jersey, UK or EU trader you have a right to cancel and receive a full refund, even if you just don’t like the goods or have simply changed your mind.
This is in addition to your normal statutory rights. There are some exceptions and time limits apply. Check it out before you buy. Extra tips here… http://www.jerseyconsumercouncil.org.je/consumer-skills/shopping-online/
- Product Safety
Be safe this Christmas. Follow the instructions and appropriate warnings. Make sure toys are CE marked and follow the intended age warnings.
- Know who you are buying from
If you are shopping online make sure you know who and where the trader is based. For example don’t assume you are buying from Amazon when you may be buying from an Amazon seller outside the EU.
Your goods may not comply with European safety standards, they may take a long time to arrive and the cost of returning them may be uneconomical.
Don’t be tempted to buy really cheap branded goods online. Electrical goods may be a fire or electrical shock hazard and perfumes and cosmetics may contain harmful substances.
- Additional Protection
You get additional protection when you buy goods or services over £100 if you paid using your credit card. If something goes wrong and the trader won’t help, the credit card company may have to step in.
- Christmas Loans
If you have to borrow money, make sure they are a reputable lender. Do you understand exactly what you are signing up to and what will happen if your financial situation gets worse? Is the lender a subscriber to the Jersey Code of Consumer Lending? See www.gov.je/tradingstandards/consumerlending
- Call out Charges
If you have to call out a tradesman for an emergency repair during this festive season make sure you know what the ‘call out’ or ‘minimum charge’ will be before you agree. Make sure you both understand what work will be carried out, what it will cost (or how it will be calculated) and when and how the trader expects payment.
- Faulty Goods
You have statutory rights if goods are faulty or not fit for purpose. Try to keep gift receipts as it will help if things go wrong and don’t delay in complaining.
- Unwanted Gifts
Your statutory rights do not apply if you simply changed your mind. Check out the store’s returns policy before you buy. Remember if you bought online, you may have additional rights.
- Recall and Safety Notices
Trading Standards publish product recalls and safety warnings. To sign up for notifications, visit www.mygov.je
You can select the category of goods you are interested in, for example food, toys, electrical goods and nursery products.
Finally, do you know where to get help? Trading Standards offer a free and confidential Consumer Advice Service. The drop in service is located under the clock in the Central Market. You don’t need an appointment. Alternatively you can call on 448160 or email firstname.lastname@example.org
Are you paying unnecessary IPT?
Insurance Premium Tax (IPT) is a UK tax applied to general insurance premiums. There are two rates. Standard at 9.5% and a higher rate of 20% for travel insurance, mechanical / electrical appliances insurance and some vehicle insurance.
Premiums for risks located outside the UK are usually exempt. Therefore if you are taking out an insurance policy with a UK supplier, ask about exempting IPT before you enter into the contract or renewal. Some suppliers may ask you to fill out an IPT exemption declaration form confirming your residential status as being permanently outside of the UK for the period of insurance. It is likely that you will have to return this before the supplier deducts the IPT. Ask what the arrangements are before you sign up or renew. In most cases they will not refund retrospective overpayments.
3 Recent Case Studies Mick and Pam have private medical insurance. They are automatically charge IPT even though the supplier knows they are non-UK residents. In the past, they used to send Mick an IPT exemption form to fill out with their annual renewal. When it was returned they would send out a revised renewal with the IPT removed. They have stopped this practice and it is now down to Mick to request and send in this form on renewal and he will not receive a reminder. Remembering to follow these steps on renewal has reduced their premiums by £60 per month, although the provider will not entertain a retrospective refund for the couple of years Mick did not realise he was being charged IPT.
Vicky and her friends required travel insurance for a European holiday. As they booked through one particular operator, they opted for their travel insurance which was available online (through a third party provider). After obtaining a quotation, Vicky resisted the temptation to pay there and then. Instead, she called the provider giving her quotation reference and asked for the IPT to be deducted. After a little convincing and reference to their own website to prove the policy extends to Jersey, the provider was happy to take payment over the phone for the insurance cover less the IPT and the insurance policy was then emailed to Vicky.
Finally, Rob had experienced a few problems with hire cars. On one occasion he refuelled his hire car with the wrong type of fuel which turned out to be a costly mistake! He was also concerned that he would have a high insurance excess but felt the additional insurance available on the hire car desk seemed to him to be excessive (often referred to as Excess Waiver Insurance, Super CDW). As he was likely to hire other vehicles in the coming year he decided to look into an annual car hire excess insurance policy. He found one online that included £6,000 towards the hire car excess, £1000 towards misfuelling and other key benefits. Whilst ‘checking out’ he couldn’t see how IPT could be deducted. He sent the provider an email enquiry and they came back to him advising that if he took out the policy and sent them the policy number and the last 4 digits of the payment card used to pay for the policy, they would be happy to refund the IPT within 5 working days. Rob is now driving his hire car safe in the knowledge that he has comprehensive annual European car hire excess cover but also paid a reasonable price less the IPT!
Check out your insurance policies and let us know if you are paying unnecessary UK IPT. How much can you save?
You are in a rush to get your new gadget or kitchen appliance out of the packaging.
You may have seen a warranty or guarantee card fall out of the box. What exactly is it for and should you fill it in? Trading Standards has provided answers to these questions.
What is the card for?
The card enables you to register for a free warranty (or guarantee) which adds to your legal rights. It may be a condition to fill in and return the card before the warranty becomes valid.
Do I need this additional free warranty?
It may be easier to claim on the free warranty for a repair or replacement if something has gone wrong. Under the law, after 6 months you have to prove you didn’t cause the problem, which can be tricky. It is also a good backup if the retailer has closed or gone out of business or you bought the goods out of the Island.
Have I still got a manufacturer’s warranty if I didn’t fill out and return the card?
It depends. Get in touch with the manufacturer. They may still accept your registration and you may be able to do this online.
Who can claim?
It is usually just the person who purchased the item who can make a claim. Check the small print. Some warranties extend to other people, referred to as ‘third party rights’.
Are there other limitations?
Check the terms and conditions. There will be strict time limits when the warranty expires. Find out who is responsible for the postage and packaging if goods need to be sent away for repair.
Are there other benefits of registration?
The manufacturer will have your contact details if your goods are then subject to a safety notice or recall.
What about extended warranties?
Take care when filling out warranty or guarantee registration cards to ensure you are only registering for a free warranty or guarantee. Don’t confuse it with extended warranties or guarantees which are similar to insurance policies. These cost money. You should think carefully about the benefit of buying an extended warranty against the value of the goods, the risk of them breaking down and always shop around as you may be able to purchase a multiple product policy for less money.
Do I have any protection without a manufacturer’s warranty?
Yes. Under Jersey law you are protected if goods are faulty if they are not of satisfactory quality or fit to do the job intended. You may also have additional protection if the goods were over £100 and you paid in full or part payment on a credit card.
For more advice, contact Trading Standards on 448160 or email@example.com
Flying off on Holiday
Check out our Plane Facts guide which highlights your rights if things go wrong
It is important to be aware of your rights:
If your flight is delayed or cancelled you are entitled to assistance and in some cases compensation. If you are denied boarding because the airline has overbooked the flight, you are entitled to compensation.
Your rights are protected by European Law (Regulation (EC) 261/2004) and are the same regardless of the airline you are travelling with.
Your rights are protected for any flight from within the European Union (EU) and on flights from a non-EU country into the EU, provided the airline is licensed in the EU.Read More