Faulty Goods Top Irish Consumer Concerns for Fifth Year Running, CCPC Report Show

Faulty goods and services have topped the list of concerns for Irish consumers for the fifth year running, according to the Competition and Consumer Protection Commission's (CCPC) 2025 Consumer Helpline Report, published today.

A total of 42,791 consumers contacted the CCPC helpline in 2025. Consumers spent an average of €6,292 on the product or service they had an issue with. Some 10,297 consumers were referred to the Small Claims Court for redress.

The report highlights a significant rise in online purchase complaints, up 14% since 2024, while issues with home building or improvements increased by 12%, with 2,838 consumers contacting the helpline about such matters. The biggest single call driver was vehicle-related issues, accounting for 5,827 contacts. The top traders named by consumers 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."

Follow-up research conducted from October 2025 found that 96% of consumers had contacted the relevant trader within four weeks of reaching out to the CCPC. While 43% had reached a resolution, with 38% of those receiving a refund, challenges remained: 16% reported incurring additional costs, and 61% had contacted the trader five or more times while trying to resolve their issue.

Home improvement complaints saw consumers spending an average of €14,597 on building or improvement work that later gave rise to issues. In November 2025, the CCPC published an open letter to traders in the home maintenance, construction and improvement sector reminding them of their obligations under consumer protection law.

Griffin added:

"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."

On product safety, 1,261 consumers contacted the CCPC with concerns in 2025. One report from a concerned parent led to the recall of 1,564 baby socks due to injury concerns.

The CCPC's free online Money Tools were used 647,483 times in 2025, while the CCPC.ie website recorded 2,194,970 visits over the same period.

Consumers with queries can contact the CCPC helpline on 01 402 5555 (Monday to Friday, 9am to 6pm), by email at ask@ccpc.ie, or via the contact form at www.ccpc.ie.