As shoppers, we've always felt protected by the unwritten rule that "the customer is always right".

If we change our minds about a product, we take it back to the shop. If it's faulty, we want a refund.

More of us are finding that returning faulty items isn't always easy.

According to a recent survey, three in ten homeowners in East Anglia, including Essex, have difficulties taking things back, and one third are challenged by businesses when they complain about poor service.

While we do complain about some shops, north Essex's biggest problem isn't stores but cold-calling cowboys, who do a bad job and charge more money than originally agreed, said Essex Trading Standards operational manager Trevor Simpson.

"Doorstep crime, particularly in the Tendring area, is a big problem, as there is a high number of elderly people who are most vulnerable to this," he said.

Consumers no longer contact trading standards directly. Instead they need to call Consumer Direct, a national organisation set up in 2004 that offers advice to consumers who are experiencing difficulties with their products or the companies they are using.

Essex trading standards officers get involved when Consumer Direct notifies them of a particular or recurring problem in their area.

Mr Simpson explained: "For example, we were having problems with one particula company in the north-west of the county, whose after-sales service was appalling.

"The person was quite aggressive and nasty to customers. We tried to intervene but in the end we went for an Asbo (anti-social behaviour order). We can do this if the company particularly flies in the face of consumer rights."

Other areas of concern for Essex Trading Standards are counterfeiting and clocked cars (when the mileage on cars is tampered with) are sold to unsuspecting buyers,who think the vehicle has a low mileage. Essex trading standards has recently seized five cars from auctions in Essex that were tampered with.

In these situations there is no comeback for buyers who realise, too late, they have bought a faulty product.

Taking perpetrators to court is costly, according to Privilege Home Insurance's survey.

It said six in ten homeowners in the East Anglia area have been involved in some form of civil dispute, and one third were left out of pocket as a result.

The majority of the 15,000 calls to Consumer Direct last year from people in the eastern region, including Essex, were about second-hand cars.

Frank Shepherd, spokes-man for Consumer Direct, said that before the organisation was established nearly one in three consumers would not do anything if they had a problem or complaint.

He said the only way to beat a problem trader is to be strong.

He said: "This unwillingness to follow up on problems or complaints is bad news for consumers, and it is also bad news for business and for the economy.

"Confident, empowered consumers can stimulate competition and force companies to give better service, greater value and enhanced quality.

"It also encourages business to be more productive and innovative, contributing to economic growth."

No-one likes to feel duped, so it seems the only way to combat it when buying goods, in shops or on the doorstep, is to know your rights, and where you can go for help.

  • For more information on consumer rights call Consumer Direct on 08454 040 506.