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Consumers, Estate Agents and Redress Act 2007

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This is the original version (as it was originally enacted).

12Investigation of complaints made by vulnerable designated consumers

This section has no associated Explanatory Notes

(1)Subsection (3) applies to a complaint which is made—

(a)by or on behalf of a vulnerable person in that person’s capacity as a designated consumer (“the designated consumer”),

(b)against a person (“the supplier”) who in the course of a business carried on by the supplier supplies or seeks to supply, or refuses to supply, goods or services to the designated consumer, and

(c)in respect of a matter connected with the supply of goods or services by the supplier to the designated consumer or a refusal by the supplier to supply goods or services to the designated consumer.

(2)For this purpose a person is “vulnerable” if the Council is satisfied that it is not reasonable to expect that person to pursue the complaint on that person’s own behalf.

(3)Where a complaint to which this subsection applies is referred to the Council by or on behalf of the designated consumer, the Council may investigate the complaint for the purpose of determining whether it is appropriate to take any action under subsection (4).

(4)Where it appears to the Council to be appropriate to do so with a view to assisting in reaching a satisfactory resolution of a complaint referred to it under this section, the Council may—

(a)provide advice to the designated consumer or, if the complaint was made by another person on the designated consumer’s behalf, that person;

(b)make representations on behalf of the designated consumer to the supplier about anything to which the complaint relates.

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