Managers 'must ensure staff are trained in consumer rights'

Staff in the retail industry must be trained in consumer rights, according to an expert.

It comes in light of research that shows that one in three people believe their consumer rights have been ignored, while 28 per cent of people are more likely to complain about goods purchased during the recession.

The research by the Department for Business also found that 58 per cent of consumers claim they have complained to a store about goods or asked about a refund or exchange.

Commenting on the survey, Pam Gregory, lead on consumer advice for the Trading Standards Institute, stated: "It shows how important for traders to retain trust and confidence in their businesses."

She went on to say that customer confidence and loyalty are really important in the current economic client, and that is what gives a business a competitive image.

Consumer minister Kevin Brennan said: "Knowledgeable, confident consumers are much more likely to get a fair deal, save money and get the right result when things go wrong."