Consumer law changed in June as part of the reform of the UK’s Consumer Contracts Regulations. The changes are significant for all retailers and, in some areas, movers are particularly affected.

The regulations introduce a number of new obligations and responsibilities for consumer-facing businesses; those that movers should pay particular attention to include:

• changes to the pre-contract information requirements for distance contracts (online, telephone) and off-premises contracts (concluded following a meeting with the consumer away from the trader's premises);
• increase in the cooling-off period from 7 to 14 days and reduced time period for reimbursing consumers who cancel;
• obligation to provide model cancellation form where right to cancel applies;
• for online contracts, a requirement to highlight the point at which the customer is committing to pay, using clear wording on the order/submit button;
• and ban on pre-ticked boxes committing consumers to additional payments beyond the core product/service.

The regulations have also banned the use of premium-rate customer helplines, not something that affects movers much but a pretty good development nevertheless as anyone that has been caught with a massive bill will testify.

If companies fail to comply with the regulations they risk a range of sanctions including: a breach of contract claim, their contracts with consumers being unenforceable; consumers' rights to cancel and claim a refund being extended from 14 days to over 12 months; and regulatory action, including the potential for criminal prosecution.

The Mover thanks Penningtons Manches solicitors for this information.  Companies requiring advice should contact Jon Bartley at jon.bartley@penningtons.co.uk for further information.