1. Please provide records of all complaints made in 2018 and 2019 to date by consumers or businesses to Trading Standards relating to misleading claims or false representation with regards product description. Please provide number and category of complaints.
2018 – 860
2019 – 767
All the above are complaints which have been classed as ‘allegations of misleading claims or omissions’.
2. Please provide records (specific details) of all complaints made in 2018 and 2019 to date by consumers or businesses to Trading Standards:
a) which are based on misleading claims that a product is “organic”, “biodegradable”, “bio”, “compostable”, “eco-friendly”, “eco”, “natural”, “recycled”, “vegan”, “zero waste”, “cruelty-free”, “green”, “sustainable”, “decomposable”, “ethical”; or
2018 Four complaints received relating to “Organic”. Details as follows:-
- Mis-use of organic wording in advertising, relates to prominence in google use. Investigated, but not justified.
- Claiming products organic when no certification. Assessed, not passed for action.
- Not all products are organic but are all labelled as organic. Passed for investigation – advice outcome.
- Trader stated food is organic when it’s not. Passed for investigation but outcome was that complaint was not justified.
No other complaints relating to the other categories listed have been received.
2019 to date Four complaints received relating to “Organic”, and one relating to “biodegradable”. Details as follows:-
- 3 x Traders claiming goods are organic when not certified. Passed for action, outcome Advised
- 1 x Trader selling products as organic when not certified. Passed for action – ongoing
- 1 x Trader describing floristry foam as being biodegradable. Not actioned, trader out of area and local authority aware.
No other complaints relating to the other categories listed have been received.
b) that the product is falsely represented as being certified by FSC, PEFC, MSC, Rainforest Alliance™, UTZ, Fairtrade®, Eco-label, Leaping Bunny™, PETA, BCI Cotton, certified organic cotton, recycled cotton/polyester/wool/cashmere/down, responsible wool standard, responsible down standard, terracare®, IVN Naturleder, bluesign®, Oexo-Tex® 100, Made in Green, Cradle to Cradle™, 1% for the Planet©, Tencel™, ecovero™, repreve™, ECONYL©;
2018 One complaint relating to “Fairtrade” for chocolate described as ‘Fairtrade’ not Fairtrade. Referred to Primary Authority.
2019 to date – None.
3. Separately, which of these complaints are then pursued by Trading Standards
All complaints are assessed, which involves an element of investigation, and given a threat or priority score. This then helps to determine an appropriate response such as ‘No Action’; ‘Referral to another authority or agency’; ‘Advice action’; or an investigative response.
Where “not passed for action” or referred to another agency or Authority, the complaint is closed at that stage, but all other complaints listed above were investigated further.
4. Finally, which of these complaints end up with enforcement decisions taken by Trading Standards.”
None of the complaints were formally reported for a Service Warning Letter, Simple Caution, or Prosecution. However, one of the complaints is still ongoing.