From Adrian Lane, Exeter 383262, November 19, 2008

MOBILE phone contracts have become a frequent subject of complaints received by Devon County Council Trading Standards Service in recent years.

This week's National Consumer Week (17-21 November) is being used to remind people how to avoid entering a contract that does not suit your need and could cost you more than you are willing to spend.

Problems that Devon residents have encountered include cashback contracts which have a complicated claims procedure, and if not followed to the letter, result in the trader rejecting the claim. Some customers that have signed up to pre-paid contracts, have found that the phone has little or no signal in their area, but they have to continue to pay the full length of the contract, often 18 months.

Other complaints include verbal statements made by staff about how a mobile phone contract works, which turn out to be incorrect, but cannot be proven. Cold calls have also been reported where a person claiming to be ringing on behalf of their network to agree an upgrade, but the customer finds they have been signed up to a brand new contract, although as the seller was a third party the network denies liability.

Devon County Council Leader Brian Greenslade said: "Many consumers have found that the contracts they have entered into can cause them more trouble than not having a phone at all. The best way to prevent these problems is to make sure they don't occur in the first place."

Peter Greene, Devon County Council Trading Standards Service Fair Trading Manager, said: "Customers can sometimes find themselves in a protracted battle, threatened with debt collection or damage to their credit rating and unfortunately, the mis-selling if often entirely verbal, and they cannot prove that it ever happened. Before making a decision to purchase a contract phone it is best to be prepared."

The advice from Devon County Council Trading Standards Service is:

• Do your own research on the sorts of contracts the different companies sell and what the terms and conditions are so that you know what you want before you make a purchase. Many sales staff are paid on commission and that commission may be based on recommending certain contracts which may not be the most suitable for you.

• Read your contract before signing it, making sure that it clearly states how much you have to pay and for how long and what the procedure is for getting out at the end. If it is not clear, get the salesperson to provide something in writing which makes these points clear. If it is still not clear then do not sign it. Decide if it might be more suitable and flexible to use pay-as-you-go.

• Do not be rushed into a decision by claims that offers will be available for a short period only. It is better to take the time to make sure the contract is suitable than have to deal with problems later on.

• Don't agree to anything on the basis of a telephone cold call without written confirmation that the person is who they claim to be and that what they are selling is as described. Never give a cold caller any personal details.

• Check the signal in your area before you purchase.

• Find out if you have a right to change your mind. If the salesperson says that you do, get them to confirm this in writing and how long you have to make this decision.

• Make sure you know what the claims procedure is for any cashback offer. Bear in mind the possibility that the company may have ceased trading when the time comes to claim. Is it still worth taking up the offer?

To coincide with this year's National Consumer Week in November, Devon County Council Trading Standards Service has launched its new anonymous tip-off hotline, Trading Standards Confidential. You can now report illegal trading practices, or get advice where you think you are the victim of a scam, with the peace of mind of remaining anonymous. Call Trading Standards Confidential on 01392 381380 and speak to one of our advisors, or leave a message, in confidence today.

For simple, practical consumer advice concerning this or any other issue you can speak to Consumer Direct on 0845 040506. For advice to businesses ring Trading Standards on 01392 381381.

Notes for Editors:

For more information from Devon County Council Trading Standards Service, contact Peter Greene on 01392 382728.

Consumer Direct South West is a government funded organisation dedicated to giving consumer advice to members of the public, and information sharing with Trading Standards services

Trading Standards Confidential has been launched to coincide with National Consumer Week. Trading Standards hopes to reach more members of the residential and business community by offering a confidential reporting service.