Hello, my name's Ms. Okome.

I'm a teacher from London, and I'm going to be taking you through today's lesson.

Let's get started.

Today's lesson is called what are our rights as consumers? It's part of the wider unit how can we manage our money well? By the end of today's lesson, you will be able to explain your consumer rights and the role of Trading Standards.

The key words we're gonna hear in today's lesson are consumer.

This is someone who buys goods or services for their own use, rather than to sell or use for business.

The second is Trading Standards.

This is a government service in the UK that protects consumers from unfair, unsafe, or dishonest business practises.

It makes sure that businesses follow the law when selling goods and services.

We're going to start by thinking about what rights we have as consumers.

A consumer is someone who purchases goods or services.

This might be in a store or online.

If you've ever bought anything, that would make you a consumer.

We have to be careful not to get this mixed up with the other type of consume, where you eat or drink something.

The Consumer Rights Act 2015 combined several laws to protect consumers' rights, covering both in-store and online purchases.

This was important because previous laws or legislation, such as the Consumer Protection Act, and the Sale of Goods Act, and the Trade Descriptions Act did not cover online goods and services.

With every action we take, we have both rights and responsibilities.

These two things have to go together.

A right is something that we are entitled to by law, whilst a responsibility is something that we're expected to uphold as citizens.

These are often closely linked, for example, we have the right to freedom of speech, but we also have the responsibility to use this right thoughtfully and respectfully, so not saying anything that might harm someone else.

This is the same when it comes to our right as consumers.

We have the idea that it's important to be responsible and mindful of our choices when we're buying goods or services.

We have to look beyond just the cost and become critical consumers.

That means we think hard about what we're buying and when we're buying it.

Under the Consumer Rights Act, all consumers have the right to value of money, to choose, to complain, to safety, and to accurate information about the thing they're buying.

Some of the responsibilities that come with these rights include: researching prices when it comes to thinking about our value of money.

Shopping around when we're thinking about choosing a product.

Being honest and timely if we are going to complain about an issue with a good or service.

Following instructions for use to make sure that we are keeping ourselves and the goods safe.

Inspecting an item beforehand to make sure that the information we're receiving is accurate.

Jun is telling us about a time that they used their right to complain.

"I used my right to complain about the quality of my sandwich once because it was labelled cheese but had none in it.

I got given a replacement sandwich.

Sometimes you have to check your goods or make sure you have a receipt before leaving a shop because they have no proof of you're being honest if you later need to return an item or need a refund." In Jun's case, the law protects him as a consumer by giving him the refund.

This is because the good, the sandwich, is not as it was described.

In the next case, Sofia didn't take responsibility for the goods that she bought, so her rights do not cover her for a return or refund.

Sofia's telling us that her hairbrush broke.

"I didn't claim a refund.

I'd used it to fix something rather than brush my hair, so because I hadn't been responsible, I lost my right to a refund." This is showing how she's also being honest.

Let's have a go at putting this into practise.

I'd like you to match the right with the responsibility.

Pause your video and have a go at this now.

Let's check our answers.

The right to complain goes with being timely and honest.

The right to safety goes with following instructions.

And the right to accurate information goes with inspecting the item beforehand.

Well done if you got those right.

There are three standards that a product must meet in order to be sold in the UK.

It has to be of satisfactory quality.

That means that goods can't be faulty or damaged at the point that you receive them.

Has to be fit for purpose, meaning that they have to be fit for the purpose that they're supplied for.

And last, it has to be as described.

That means that any description you had before buying it has to match what you actually receive.

Any models or samples shown to you at the time of purchase also have to match up.

For example, Gregg's mother bought him a bike online.

She was told that the bike was secondhand but in excellent condition.

When it arrived, it met all three standards.

It was of satisfactory quality, it was as described, and therefore it was fit for purpose.

On the other hand, Lily bought a new top but didn't notice it was damaged.

Upon realising it was not of satisfactory quality or as described, she returned it to the shop and received a full refund.

We can see that it was not of satisfactory quality, therefore it was not as described, and therefore not fit for purpose.

Lily, in this case, used her rights as a consumer to get a refund.

There are other rights when it comes to refunding or returning goods.

They might be slightly different according to the company's policies and procedures, so it might not be the same for every single shop.

For example, if you don't want your goods anywhere, if you find a game cheaper online, for example, then if it is still in perfect condition, you could ask for a refund.

You could also ask for a refund if it doesn't meet the three required standards.

Let's check what we've done so far.

Which is not one of the three standards required to sell goods and services? Pause your video and choose the correct answer.

The correct answer was B, fit for resale.

Goods do not have to be fit for resale to fall under our rights.

As a consumer, we have the rights to returns.

This means that retailers have different return policies.

Some offer refunds to the original payment methods.

Some may provide an exchange or store credit.

A receipt, a payment card and original packaging are usually required.

We also have the right to refunds.

Not all items can be refunded.

Digital purchases are excluded.

You've got 30 days to return unsatisfactory items, but perishables like milk must be returned before their use-by date.

And last, we have the right to replacement or repairs.

After 30 days, a repair or replacement can be offered.

If unsatisfactory, a price reduction or refund may be agreed.

Protection lasts up to six months after purchase.

For example, Melios bought a very expensive coat.

He wore it once and put it away.

He did not wear it for five months, but when he took it out, he realised the stitching was faulty and it was coming apart at the seam.

Melios went back to the shop assistant and showed them the coat.

They agreed that although it was over five months after he bought it, it was obviously faulty, and therefore they gave him a replacement.

They couldn't offer him a refund because it had been worn, but they were happy to replace it 'cause it was not up to the usual standard of the clothing brand.

Melios was pleased that he had used his right to a replacement.

Izzy's giving us example of this.

"I bought an art set online but it was missing the paintbrush.

I emailed the company my receipt, which was my responsibility, and they provided me with a replacement.

That was their responsibility." Andeep is giving us another example.

"Rights and responsibilities are definitely linked here, Izzy, because you had the right to a product that was as described, and they had a responsibility to refund you or offer a replacement," which is what they did.

True or false, consumer rights and responsibilities are often linked? Pause your video and choose your answer now.

The correct answer is true.

Let's put this into practise.

I'd like you to read the scenario and answer the questions below.

Leon bought a car that the seller at a local car dealership told him was in good condition.

When he'd driven 50 miles, it broke down.

He took the car to the garage and they said that it needed 2000 pounds of repairs and it was not roadworthy, so they couldn't let him drive away in it.

I'd like you to think about what are Leon's rights as a consumer? Why does Leon have these rights? What is the seller's responsibility here and why? Why did the garage not let him drive the car away? Pause your video and have a go at answering these questions now.

Let's check our answers.

In terms of Leon's rights as a consumer, he has the right to a safe car with an accurate description.

He also has the right to complain about the faulty purchase.

If the car broke down within 30 days, he has the right to a full refund.

If outside the 30 day period, but within six months, Leon has the right for the seller to replace or repair the car.

Leon has these rights because of the Consumer Rights Act 2015, which protects buyers from faulty goods that are not of satisfactory quality, fit for purpose or as described.

The seller's responsibility is to abide by the Consumer Rights Act, to make sure that the car is of satisfactory quality, fit for purpose and described when it was sold.

Laws exist to protect consumers from being misled and make sure that goods sold meet basic standards.

The garage didn't let him drive the car away because sellers have a responsibility to consumers to keep everyone safe.

It's not safe to drive a car that is in need of so much repair, and therefore it's not safe for it to be on the road.

Well done if you got those correct.

Next, we're going to think about what is the role of Trading Standards? Trading Standards is a local government service that helps protect consumers from unfair or unsafe business practises.

They make sure that businesses follow the law when they are selling their goods or services.

If a company sells something that is unsafe or lies about a product, Trading Standards can investigate and take action.

This helps to keep shopping fair and safe for everyone.

They make sure that everyone follows consumer protection legislation, all the laws which are set out in the Consumer Rights Act.

Let's check what we've done so far.

The Trading Standards is run by who, A, the police, B, the public, or C, the government? Pause your video and choose your answer now.

The correct answer is C, the government.

One of the most important roles of the Trading Standards is making sure that goods are safe to use.

For example, if a company sells a phone charger that overheats and could catch fire, Trading Standards can order it to be removed from the shops.

This protects consumers from dangerous products, and also makes sure that businesses don't sell goods that are unsafe.

They also protect our rights when we buy things.

If a company tricks people into buying something by lying about what it does, the Trading Standards can stop them.

For example, if a shop is selling a phone as brand new when it's actually secondhand, this would be against consumer rights.

This helps us be critical consumers, who know our rights and can make better choices.

If a business breaks the rules, Trading Standards can hold them legally responsible.

Maybe they might take them to court or give them a fine.

This is really important because it makes sure that we are not being taken advantage of as consumers.

For example, if a car dealer sells a car that isn't roadworthy and doesn't refund the buyer, then the Trading Standards can step in to help that consumer.

This gives us all confidence when we buy something to know that we are legally protected.

Being a critical consumer means knowing your rights and also checking if a product is safe and fair.

For example, if something seems suspicious, consumers can report it to Trading Standards.

This helps stop unfair businesses and protects other people from being misled.

The Trading Standards are making sure that businesses, alongside us as consumers, follow the law and keep shopping fair for everyone.

Aisha's saying, "I didn't realise we could report unsafe goods or anything we're suspicious about Trading Standards.

Do you know how to report things to them, Jacob?" Jacob is telling us that "I learned about it in citizenship lessons.

We can fill in a form online on the Trading Standards website.

Or if you'd prefer to speak someone, you can call your local Trading Standards council office." That's really useful information for us to remember.

Let's check what we've done so far.

Fill in the missing words in the sentence below.

Pause your video and have a go at this now.

Let's check the missing words.

If a business breaks the rules, Trading Standards can hold them legally responsible.

You can report an issue to them by filling in an online form or by calling your local office.

Well done if you got those correct.

One example of the consequences of an investigation by the Trading Standards is in 2022, there was a shop in Aberdare in Wales and it was issued with three months closure order, meaning they had to close for three months following a hearing at the magistrate's court locally.

The order followed a successful investigation by the local council's Trading Standards for the sale of counterfeit tobacco products and disposable vapes to children.

So this business wasn't following the rules and the laws, and therefore there was a consequence that meant they had to close for a period of time.

Trading Standards helps to stop the sale of faulty goods, and it also makes sure the products are correctly labelled.

For example, tests revealed that a chocolate bar sold in a shop contained enough hazelnut in just one or two squares to cause a serious allergic reaction, despite hazelnuts not being listed as an ingredient.

The Director of Public Health warned that incorrect food labelling is dangerous.

The company who made the chocolate bar were prosecuted by the Barnsley Trading Standards and received a suspended 16 week prison sentence, rehabilitation, 100 hours of unpaid work, and fines totaling 3851 pounds.

This case shows us the serious consequences of ignoring food safety laws, and the power of legislation and the Trading Standards.

The Trading Standards also protect people against fraud, especially online.

The Trading Standard service warns consumers to be alert to different scams that can happen, particularly online.

This is to help prevent them from becoming a victim of online fraud.

Every December, the trading standard warn people of the 12 scams of Christmas to keep people alert to the most recent and common scams. Trading Standards is now more important than ever.

Research from Citizens Advice in 2024 found that nearly a quarter of people in the UK faced issues with recent purchases.

Citizens Advice shared tips for confident shopping through their annual Consumer Awareness campaign with the Consumer Protection Partnership.

This includes Trading Standards and the Department for Business and Trade.

Let's check what we've done so far.

True or false, Trading Standards can protect us with policies but cannot take us to court legally? Pause your video and choose your answer now.

Can you also have a think about why you've chosen that answer? The correct answer is false.

This is because they do have the right to issue fines and can take consumers and sellers to court if they want to press charges.

Let's put this into practise.

I'd like you to draw a mind map that outlines some roles that the Trading Standards have.

Try and think of at least six roles, or challenge yourself to get all nine that we've looked at.

Pause your video and have a go at this now.

Your mind map might have looked little bit like this, and included the following roles: protects against fraud, especially online.

Stops incorrect labelling.

Helps to stop faulty goods.

Keeps shopping fair for all.

Holds sellers legally responsible.

Helps us to be critical consumers.

Protects our rights according to the Consumer Rights Act.

Makes sure goods are safe.

And finally, ensures everyone follows legislation.

Well done if you included those.

Next, let's answer the following question based on this scenario.

Mustafa have bought a new bed online.

When he put it together, he noticed it was damaged.

He contacted the seller, but they said they would not offer a replacement or a refund, and has accused Mustafa of damaging it himself.

What should he do and why? Pause your video and have a go at this now.

I asked you to answer the question about what Mustafa should do in this situation.

Your answer might have included some of the following: Mustafa has the right as a consumer to a refund or replacement because the bed was not satisfactory quality, fit for purpose, or as described when sold.

Since the seller is refusing to help, he should contact Trading Standards.

To do this, Mustafa needs to fill out an online form on their website or call his local office.

Trading Standards will look into the case, and if the seller still refuses to give a refund or replacement within a set time, Trading Standards can take them to court to get Mustafa's money back.

If a company breaks the rules, Trading Standards can step in to make sure consumers are treated fairly.

Today we have been thinking about what are our rights as consumers.

We have learned that as consumers, we have the right to receive goods and services that are safe, of good quality, and as described.

If a product is faulty or misleading, we can ask for a refund, replacement, or repair under consumer protection laws outlined in the Consumer Rights Act.

Trading Standards enforce these laws by investigating complaints, ensuring businesses follow the rules, and taking action against those who break them.

If a seller refuses to fix a problem, Trading Standards can step in and even take legal action to protect consumers.

Knowing our rights and how to report issues helps us become critical consumers, who make informed and fair purchases.

That's the end of today's lesson.

Thank you for joining me.