OFT launches online hub to help retailers
The OFT has launched a new online resource to help sales staff comply with the law when customers buy or return goods.
The OFT estimates that problems with unsatisfactory goods cost consumers around £6.6 billion a year. Following discussions with businesses and trade associations, the OFT has developed the SOGA Hub to help sales staff understand their legal obligations and improve customer service.
The hub is a free online resource for retailers and includes a simple at-a-glance guide to the law, detailed explanations, practical example and training materials and a quiz. The materials can either be used as they are or incorporated into existing staff training programmes, making them suitable for both small and large firms. The material is also tailored to be suitable for people dealing with various levels of consumer contact.
Jason Freeman, Legal Director in the OFT's Consumer Group, said: 'Sales staff may be unsure of their responsibilities under the Sale of Goods Act as it has been updated over the years and new requirements have been added.
'The OFT has worked to provide clarity on this cornerstone of consumer protection through the new hub. This will help ensure that continuing competition and innovation by high street retailers is supported by staff understanding their practical responsibiliti
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