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Trading Standards Service Plan 2022 to 2023

8.0 Service Context

Looking at the level of work undertaken, how it is carried out and assessing customer satisfaction levels can be used to indicate if service provision is being targeted appropriately. Some headline figures include:

Service demands

Nature of contact201920202021
Advice centre complaints and enquiries323223261
Citizens advice consumer service127414311610
Criminal complaints, enquiries, investigations and scam interventions511478636
Breach of Coronavirus business restrictions0170208


Most complained about subject areas

Top three complained about goods and services (2021)% of Total
Home maintenance, repairs and improvements19
Second-hand motor vehicles13
Tobacco products10


Top three criminal complaints (2021)% of Total
Fraudulent and unfair trading practices54
Product safety concerns16
Counterfeit and illicit products13


Top three requests for advice from business (2021)% of Total
Fair trading issues29
Food standards including allergens, labelling and composition22
Product safety requirements19


Customer satisfaction levels 

Satisfaction levels remain exceptionally high for those using the Trading Standards Advice Centre.

YearSatisfaction index
2019/20 %96.4
2020/21 %97.6
2021/22 %98.9


Redress levels

This is the amount of money that the Service has obtained in redress for local consumers and businesses.

YearRedress Obtained
2019 £90,792
2020 £138,519
2021 £108,629