CCPC publishes consumer helpline report 2025

Faulty goods and services top of list of concerns for Irish consumers in 2025, for fifth year in a row

Average of over €6k spent on the product or service consumers contacted the CCPC about

61% of consumers surveyed contacted the trader five or more times while trying to resolve their issue.

CCPC consumer helpline report 2025

Faulty goods and services topped the list of concerns for Irish consumers for the fifth consecutive year, according to the Competition and Consumer Protection Commission’s (CCPC) 2025 Consumer Helpline Report (attached). The report details key statistics and insights from consumers who contacted the CCPC consumer helpline in 2025, as well as the most-named traders.

• 42,791 consumers contacted the helpline, mostly by phone, email and webform
• Consumers spent an average of €6,292 on the product or service that they had an issue with
• 10,297 consumers were referred to the Small Claims Court for redress
• The CCPC’s free online Money Tools were used 647,483 times

There was a significant increase in the number of consumers contacting CCPC about an online purchase, up by 14% since 2024. Issues with home building or improvements were also up – by 12% – since 2024 (2,838 consumers). The biggest call driver was issues with cars, with 5,827 contacts about vehicles. The top traders named by consumers contacting the helpline included Ryanair, Rathwood and Currys.

Grainne Griffin, CCPC Director of Communications said:

“Last year the CCPC helpline saw an increase in calls about online purchases. When shopping online in Ireland and the rest of the EU, consumers have strong rights, including the right to send goods back, as long as they inform the trader within 14 days.

“One fifth of all contacts to our helpline in 2025 related to an issue with faulty goods and services. It’s important that consumers know their rights if they buy something that turns out to be faulty. Regardless of whether you had a warranty or a guarantee, it’s up to the seller to resolve your issue, you shouldn’t have to go back to the manufacturer.”

Putting your rights to work

In October 2025, the CCPC began following up with consumers who contacted the CCPC helpline to find out what happened next. The first check-in with consumers was a minimum of four weeks after they contacted the helpline. At that stage, 96% of consumers had contacted the trader. 43% of respondents had reached a resolution, with 38% of those receiving a refund from the trader. There were still challenges for consumers with 16% reporting that they incurred costs and 61% contacting the trader five or more times while trying to resolve their issue.

Home improvement help

2,838 consumers contacted the CCPC helpline about home building or improvements, an increase of 12% since 2024. Consumers reported spending an average of €14,597 on home building or improvements that they later found issues with. In November 2025, the CCPC published an open letter to traders that provide home maintenance, construction and improvement services to remind them of their obligations under consumer protection law.

Grainne Griffin said:

“Home improvements can be costly for consumers, especially if things go wrong. Check the references of contractors and if you can, physically review previous jobs that they have done.  Make sure you get a written quote rather than an estimate and sign a contract. Having those will give you stronger rights in the event of a problem.

“Every year, issues with home building and improvements are one of the biggest call drivers to our helpline. That’s why we wrote to traders last year with clear guidelines on their responsibilities to consumers. Where traders are not following the law, the CCPC can take enforcement action.”

Product safety concerns

Last year, 1,261 consumers contacted the CCPC with product safety concerns, with one particular report to the CCPC helpline from a concerned parent leading to the recall of 1,564 baby socks due to injury concerns.

How to contact us

For consumer queries and complaints, contact the CCPC helpline on 01 402 5555 (Monday to Friday, 9am to 6pm) or via our contact form or email ask@ccpc.ie.

Case studies:

The helpline report included six case studies based on real consumer’s issues as reported to the helpline. Full details are included in the report.

1. Mike* placed an order with a food delivery company but received another customer’s order. He contacted the trader immediately through their app and email, with the receipt with another customer’s name as evidence. Despite contacting them numerous times, the food delivery company refused to issue a refund.  When Mike* contacted the CCPC, we gave him information on his rights and options, including the Small Claims Procedure. He initiated a claim with the Small Claims Procedure. The trader accepted the claim in full and provided a refund. A court date was not needed.
2. Ali* bought toy bricks from a toy shop. She later discovered some pieces were missing. The toy shop told her to contact the manufacturer. After she contacted the CCPC helpline for advice, she wrote a formal complaint to the trader and got her money back.
3. Maria* bought windows and doors for her new house. When the order arrived, it was 6 weeks late and some of the items were missing or not what was ordered. Maria* had to purchase new windows from a different trader and install a front door that she did not order to get to the next stage of the build. When she contacted us, we gave Maria* information on her rights. Her issue is ongoing as she tries to come to a resolution with the original trader.
4. Sandra* bought a refurbished phone in-store using a debit card. She experienced issues with connectivity when she started using the phone. She called us for advice. We advised her to send a formal complaint to the trader, which she did. Sandra* came to a resolution with the trader and had the phone repaired.
5. Peadar* purchased clothes online worth over €300. The order never arrived. The trader initially offered a refund but then said that the items had been delivered and that no refund would be offered. Peadar* called the CCPC helpline to find out his rights. After making a formal complaint to the trader, he received a refund.
6. After renting a car, Aisling’s credit card was charged over €100 for tyre damage. This wasn’t mentioned in the check-out document when she returned the vehicle. She took photos of the car before their journey which showed the damage existed before their rental. Despite this, the trader insisted the charge would stand. We advised Aisling* to complain to the trader and to also seek a chargeback from her bank. She decided to pursue a chargeback and was successful.

*All information is presented from the perspective of the consumer. Some details have been altered for brevity and to protect anonymity

The Competition and Consumer Protection Commission (CCPC) is the statutory body responsible for enforcing and promoting compliance with competition, consumer protection and product safety law, with new and expanding roles in digital and data regulation. We make markets work better for consumers and empower consumers to make informed choices. For more information and tips on your rights, how to complain, managing your money and unsafe products, visit www.ccpc.ie.

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