Advice to business - Describing goods and services

Information about description of goods and services.

Advice and support for consumers in Solihull is now provided by Consumer Direct.
Consumer Direct is a telephone and online consumer advice service, which is supported by local authorities in The West Midlands and by Government.

Consumer Direct works in partnership with Local Authority Trading Standards Advice Services offering first level advice and information on a wide range of consumer issues. More complex problems, or complaints requiring further investigation or assistance are referred to Trading Standards or other advice services

To speak to a Consumer Direct adviser, please call 08454 04 05 06. Opening hours are 8.00 a.m. and 6.30p.m. Monday - Friday or 9.00a.m. to 1p.m. on Saturdays. (Minicom users should call on 08451 28 13 84). To e-mail Consumer Direct, please Contact us via the Consumer Direct website.

A wide range of consumer information and advice is also available online from the Consumer Direct website at http://www.consumerdirect.gov.uk/

Traders must ensure that descriptions of consumer goods and services are accurate and honest. Descriptions are controlled by both criminal and civil legislation.

What the law says

• Any description of the goods or services you supply must be true.
• A description may be:
  • spoken
  • written or printed
  • a picture
  • an advert
• Descriptions may be made by:
  • the seller
  • the buyer
  • the goods themselves
• Descriptions about goods can be:
  • physical descriptions like solid brass, waterproof, 3 metres long
  • comments on their history like new, reconditioned, pedigree, organic, one owner
  • who made them, where they were made or who uses them
• Descriptions about services may include:
  • to what standard a job was done
  • who did it
  • how long it took
  • details of your skills or qualifications
• You must not falsely claim membership of any trade association.
• You must not suggest good or services you supply are approved by anyone unless it is true.
• You must not sell counterfeit or pirated goods. Using any trade mark without permission is illegal.
• Most video recordings must be marked with an age classification. Copying video or audio cassettes is illegal.
• Most clothing, carpets, and other fabric products must be marked with an accurate fibre content.
• Most footwear must be labelled with a clear indication of the materials used in each part. Retailers are responsible for ensuring the footwear is labelled.
• Estate agents and developers must not make untrue statements about properties they are dealing with.
• All items of gold, silver or platinum must be correctly hallmarked. You must prominently display a notice, approved by the British Hallmarking Council, explaining hallmarks.
• The way food is named or described must not be misleading.
• An energy efficiency label must be displayed on washing machines, tumble dryers, fridges and freezers.
• Sellers of new motor vehicles must display the manufacturer's official fuel consumption figures.
• Most telephone equipment must be labelled to show whether it can be connected to the public network. Approved items carry a green disc and prohibited items a red triangle.
• Animal feed and pet food must be labelled with certain compositional details, including any added medication.

How to comply with law

• Always buy from reputable suppliers.
• Where possible check that the descriptions on products are true.
• Always describe things exactly as they are described to you by your supplier.
• Keep all invoices and ensure they properly identify the goods and your supplier.
• Make sure that all your descriptions are clear, accurate and up to date.
• If in doubt speak to your supplier or your Trading Standards officer.

Important

• Supply includes to sell, offer and have possession for supply.
• Making false descriptions can leave you liable for civil claims and may lead to criminal proceedings.
• It is an implied condition that all services will be completed with reasonable care and skill.
• Goods supplied as part of a service must comply with any description made.

Contact Details

Consumer Advice and Information in Solihull, is now provided by our partners at Consumer Direct West Midlands. Consumer Direct is a telephone and online consumer advice service, which is supported by local authorities (Trading Standards) and Central Government. If you do need support or assistance from Trading Standards, you will of course be referred to them by Consumer Direct.