Retailers' handling of returned goods generate more customer complaints than any other consumer area.

Residents are also vexed by the length of time and costs of vehicle repairs, and a lack of customer service in the telecommunications and service industries.

Complaints to Consumer Affairs however, are going down, suggesting both businesses and customers are taking steps to resolve grievances more quickly. Statistics from the Office of Consumer Affairs show that in the second quarter of this year, the number of complaints to the department dropped by a third – from 154 in the first quarter, to 109.

The department says it is releasing the quarterly statistics "to keep consumers informed about the nature of the complaints, current trends and successful resolutions".

People filed 263 complaints between January and June of this year – a 21 percent drop on the previous year, in which 334 complaints were logged in the first two quarters.

From January to March, the areas consumers had most issues with were retail (34 complaints) and the automotive industry (23).

From April to June, the list was topped by retail (24); automotive (23); and telecommunications (13). People also complained about customer service in the cycle and service provider industries.

A Government spokesman said: "For both quarters, the main reason for automotive and cycle complaints was repairs. Timeliness, cost and service were all factors of discontent among consumers.

"In the retail industry, consumers expressed dissatisfaction with refund/return of faulty or defective consumer goods. And telecommunications and service providers generated complaints about overall customer service, or lack of."

According to the Office of Consumer Affairs, 204 cases out of 263 complaints were resolved, with the remaining referred to court or abandoned by the consumer.

The spokesman gave the following reasons for the fall in complaints during the second quarter of 2008: consumers are more aware of and responsible in exercising their rights; and they are more confident in resolving complaints.

He said: "Businesses are also exercising responsibility to their customers by calling Consumer Affairs for advice in resolving customer complaints."

Copies of the 2001-2007 Consumer Affairs Annual Reports are available from The Office of Consumer Affairs, 129 Front Street, Hamilton.

For more information, visit www.ca.gov.bm