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Jimmy Hughes, Trading Standards Service

What led you to work in consumer affairs?

I joined the Department of Enterprise, Trade and Investment (DETI) in 1980 after studying law and undertaking a three-year course in Trading Standards law; key qualifications needed to work in this field. I have also been responsible for a debt advice service scheme for the past three years. It came as a natural progression since I specialised in consumer credit. It was as good as a new job - taking on the task of setting up the debt advice service in partnership with the Citizens Advice Bureau. The service provides a free face-to-face debt advice service for consumers across Northern Ireland.

Where do you begin protecting consumers and traders against sharp practice and unfair trading?

DETI receives complaints from Consumerline, the award-winning website managed by the Consumer Council which offers information and advice on hundreds of consumer issues at the touch of a button; it is also linked to the Consumerline Helpline on 0845 6006262.

In addition, the Department proactively investigates a wide range of topics from car clocking to counterfeiting; prices and misleading prices and routine checks on weighing and measuring equipment across Northern Ireland. It is also active in the field of metrication – in fact pints of beer and milk are about the only things now still sold in the Imperial system.

What is the most common complaint you receive?

On the debt side, the most common gripe is the activities of lenders trying to recover debt.  We hear a lot of sad stories from people who have borrowed money and have the constant threat of the lender calling them at work and pestering them for repayment. In such cases we would advise people to seek advice from Citizens’ Advice who can tell them their rights and guide them in finding the appropriate option to get them out of their current situation.

Otherwise, we receive complaints about cars, sales of property and holidays – often when prices or packages agreed are changed at the last minute or do not meet the standards expected.

How do DETI and the Consumer Council work together?

The two organisations work closely on debt advice matters and the Consumer Council is represented on two of our advice panels. It also participates in seminars we run and continues to be a very effective representative of consumers in general.

What is the most peculiar request you have had in your role?

I did have an English gentleman call once to say that the car he had been contacted about in a random car registration check of vehicles coming into the Province from England simply could not be in Northern Ireland, since the last time he saw the vehicle there were two motorway lanes between its two halves.

What is the most challenging aspect of your job?

That would actually be what we can’t do. We can achieve things at any given time, but there is still so much we can’t get to and are always conscious that we are still not doing enough.

What fundamental advice would you give to consumers about avoiding rogue traders and unmanageable debt?

People don’t look for debt advice - they are driven to it. So I would advise people to firstly think long and hard about taking out credit and be responsible for their own finances if they do. If things get out of hand they need to recognise they have problems and the earlier the better. If they end up in financial difficulties they should seek advice or check their spending before it gets completely out of control.

I would also advise consumers to shop reputably to avoid being stung by rogue traders. People should always be on the look out for scams such as the various lottery cons. The bottom line with these is that no legitimate lottery ever asks for money in advance. With Internet sales rising dramatically, consumers should avoid sending cash in advance – stick to credit cards which will give you the money back, if you spend more than £100, if something goes wrong.

What have been your core successes?

Getting the debt advice service up and running since January 2005 has been a great success. It has handled more than £20m of consumer debt and continues to help people recover from unmanageable financial difficulties. We provide the service to everyone from 18-years-old right up to retired people and the problems seem to hit largely the two ends of the scale, as well as those who unexpectedly find their circumstances change. The sheer availability of credit and ever-changing circumstances are probably the two most common reasons for people finding themselves in debt. The thing to remember is that it is easy to get into debt and very difficult to get out of it and tomorrow’s debtor could be you.

Do you have any major goals for the future?

For the debt advice service it would be great to see a telephone system for Northern Ireland in place. A debt triage structure would also be good for matching clients to the best source of advice and help. But, of course, responsible lending as a requirement for companies with credit licences, alongside low cost credit available to the least well off, would be the cream on the cake.

Have you ever been on the receiving end of shoddy practice?

Believe it or not I’m not the most demanding of consumers, so I don’t have too many problems. I did once have a problem with an airline that lost my suit on a trip to London – it ended up in Italy. However, they eventually found it and fixed everything up satisfactorily, so I was happy.

How do you relax outside of work?

I’ve been married to my wife Elizabeth for 26 years and have two grown up children James and Ruth, with whom I still enjoy spending most of my time. I’m also partial to a bit of a flutter on the horses from time to time and try to make a few suitable investments.