Trading standards teams deprioritising work on scams and counterfeit goods, Which? research reveals

Scams, counterfeit goods and other crimes are not always being investigated in many parts of the UK because they are being deprioritised by trading standards teams with limited resources, Which? research has found.

A Freedom of Information (FOI) request by Which? to all 187 trading standards teams in England, Scotland and Wales found dramatically varying resources across trading standards services, and a number of teams deprioritising key areas of their remit, which could leave both consumers and businesses exposed to a greater risk of harm.  

The consumer champion’s FOI request found that 19 councils across the country said they did not carry out any routine inspections of businesses in the 2023-24 financial year. The potential consequence of this is that breaches of consumer protection laws could go undetected, and businesses could miss out on support in complying with them. 

When Which? researchers asked trading standards teams which areas of enforcement action are being deprioritised, the most common areas were: proactive surveillance, such as routine inspections and planned test purchases (45 councils); intellectual property theft or counterfeit goods (25 councils); checking that businesses are not short-changing customers on the size of products or servings (metrology and weights and measures) (24 councils) and scams (8 councils). 

Deprioritisation of particular issues did not appear to be more common in specific regions but was spread across the country. The areas that told Which? they have deprioritised fraud in the last five years included Barnsley, Leicester, Luton, Moray and Wiltshire.

Likewise, those that said they had deprioritised counterfeit or intellectual property ranged from counties like Derbyshire, Denbighshire and West Yorkshire, to metropolitan areas like Brighton, Luton and Wolverhampton.

There is currently no public government data on the performance levels of local trading standards teams, meaning little accountability and oversight over the way our consumer enforcement system operates at a local level. However, the Which? FOI request shows that many of these services are under enormous strain.The real-world consequences of that can mean consumers may find themselves more exposed to crime. For example, fraudsters trying to get hold of their money or selling fake goods, which could potentially be dangerous if they are electronic. It could also mean consumers are short-changed and paying for smaller quantities than they expect. Weights and measures covers a vast number of areas where measurement matters, from getting the quantities customers expect in pubs and restaurants to buying the amount of petrol or diesel motorists think they are putting in their tank. 

The consumer champion believes these stories are reflective of the wider issues faced by trading standards teams across the country - and that urgent and serious reform is needed. The hollowing out of enforcement services has left some areas with fewer than one trading standards officer per 100,000 people, often leaving stretched enforcement teams taking on some of the world’s largest companies with low resources. The sale of counterfeit goods also harms genuine businesses. 

Manufacturers, often from abroad, are mimicking products made in Britain and selling them at a fraction of the price online. Dyson Airwrap hairdryers are among the well–known products that are constantly ripped off. Suffolk Trading Standards reported intercepting 500 dupes last year that were deemed an electric shock and fire risk - but more are likely to be slipping through the net.

Will Butler-Adams, chief executive of Brompton, has also complained about inferior and potentially dangerous copies of his company’s folding bicycles being sold more cheaply online. Last week, Moorcroft Pottery, a ceramics company based in Stoke-on-Trent that had been in business for over 100 years and was appointed Potter to HM The Queen in 1928, announced that it would cease trading. Stoke-on-Trent City Council leader Jane Ashworth said that “illegal forgeries from overseas” were one of the factors that have made life very difficult for manufacturers.

The consumer champion has spoken to several companies about the impact of counterfeit goods on their business. Glencairn Crystal, a Scottish-based family firm and one of the largest manufacturers of whisky glasses in the world, told the consumer champion that it is having to spend hundreds of thousands of pounds every year in legal fees to have fake versions of their product taken down from online marketplaces. This is time and money that could be better invested elsewhere to grow the business. 

Which? wants the government to restructure the consumer enforcement system, with more focus on its effectiveness, how well it uses intelligence and shares services, and with greater oversight and accountability to ensure a risk-based approach. 

Rocio Concha, Which? Director of Policy and Advocacy, said:

"Trading standards teams do vital work to investigate and take action against firms ripping consumers off, but as our research shows, important areas are being deprioritised. 

“This means that serious consumer crimes, such as scams, are going uninvestigated in many parts of the country, leaving consumers to pay the price. 

"Urgent reform is needed. The government must restructure the consumer enforcement system, with more focus on its effectiveness, how well it uses intelligence and shares services, and ultimately greater oversight and accountability." 

-ENDS-

Notes to Editors

Which? sent Freedom of Information requests to all 187 Trading Standards services across England and Wales in July 2024 and received responses from all. 147 services answered its question about areas deprioritised in the past five years. West Yorkshire Joint Services covers Leeds, Bradford, Wakefield, Kirklees and Calderdale

About Which? 

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