MotorShop UK Telephone Questionnaire



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Questionnaire

The National Trading Standards eCrime Team is currently investigating complaints about a number of websites that offer to make, or assist consumers in, applications for official documents such as passports or motor car tax discs. This questionnaire has been provided in response to your complaint about one of these websites.

We would be grateful if the person who used the website could spare a few minutes to answer the following questions about their experience.

Please could the person who used the website complete the questionnaire as fully as possible (ticking relevant boxes and adding comments as necessary) and return this to us in the prepaid envelope provided.

Thank you

|Your Details (i.e. The Person Who Used the Website) |

|Name: | |

|Address: | |

|Telephone number: | |

|Email: | |

|Date the website was used | |

|1 |First, please confirm the website’s internet | |

| |address (URL)? |( taxdisc-direct.co.uk |

| | | |

| | |( |

| | | |

| | |( Other (please specify): |

| | | |

| | |.......................................................... |

|2 |How did you find the website? | |

| | |( Using a website search engine (go to question 3) |

| | | |

| | |( Entered the internet address (URL) directly into |

| | |website search engine’s address bar (go to question 7) |

| | | |

| | |( Other (specify and go to question 7) |

| | | |

| | |.......................................................... |

| | | |

| | |........................................................... |

|3 |Which website search engine did you use? | |

| | |( Google |

| | | |

| | |( Bing |

| | | |

| | |( Yahoo! Search |

| | | |

| | |( Ask |

| | | |

| | |( AOL Search |

| | | |

| | |( Wow |

| | | |

| | |( WebCrawler |

| | | |

| | |( Mywebsearch |

| | | |

| | |( Other (please specify): |

| | | |

| | |................................................. |

|4 |Which words did you enter into the website search | |

| |engine? (if you cannot remember please just state | |

| |‘Cannot remember’) |.......................................................... |

| | | |

| | |........................................................... |

|5 |Did the search results provide you with more than | |

| |one website link to choose from? |( Yes |

| | | |

| | |( No |

| | | |

| | |( Cannot remember |

|6 |Why did you click onto the link to the website you| |

| |have complained about? |.......................................................... |

| | | |

| | |........................................................... |

| | | |

| | |........................................................... |

| | | |

|7 |What is your main complaint about that website? | |

| | |.......................................................... |

| | | |

| | |........................................................... |

|8 |Did you believe that the website service was being| |

| |provided by: |( Private company or business |

| |a private company/business or | |

| |a Government agency/public body? |( Government Agency/ public body |

| | | |

| | |( Not sure |

|9 |If you believed the service was being provided by | |

| |a Government Agency/public body, what was it about|( Its title |

| |the website’s appearance that gave you that | |

| |impression? |[if so please state] |

| | | |

| | |.......................................................... |

| | | |

| | |( The text used |

| | | |

| | |[if so please state] |

| | | |

| | |.......................................................... |

| | | |

| | |( The logo(s) used |

| | | |

| | |( The fonts used for the text |

| | | |

| | |( The colours |

| | | |

| | |( Its layout |

| | | |

| | |( The overall appearance |

| | | |

| | |( Other reason (specify): |

| | | |

| | |.......................................................... |

| | | |

| | |........................................................... |

|10 |Did you see anything on the website indicating | |

| |that the service was not being provided by a |( Yes (go to question 11) |

| |Government Agency/public body? | |

| | |( No (go to question 12) |

| | | |

| | |( Cannot remember (go to question 12) |

|11 |How clear and/or prominent was the indication that| |

| |the service was not being provided by a Government| |

| |Agency/public body? |.......................................................... |

| | | |

| | |........................................................... |

| | | |

| | |........................................................... |

| | | |

|12 |Why did you make a payment through this website? | |

| | |.......................................................... |

| | | |

| | |........................................................... |

| | | |

| | |........................................................... |

|13 |Before making payment did you realise that you | |

| |would be paying a fee to the website business in |( Yes |

| |addition to the fee charged by the relevant | |

| |Government Agency/public body? |( No |

| | | |

| | |( Cannot remember |

|14 |How much did you pay the website business in | |

| |addition to paying for the Government/public | |

| |service? |£.......................... |

|15 |Did you receive an email from the business that | |

| |operated the website explaining what their fee was|( Yes |

| |for? | |

| | |( No |

|16 |Did you complain to the business that you had been| |

| |misled by the website? |( Yes |

| | | |

| | |( No (go to question 21) |

|17 |How did you complain to the business (tick all | |

| |that apply)? |( By email |

| | | |

| | |( By phone |

| | | |

| | |( By letter |

| | | |

| | |( Other method (specify): |

| | | |

| | |.......................................................... |

| | | |

| | |.......................................................... |

|18 |On what date did you complain? | |

| | |.......................................................... |

|19 |How easy or difficult was it to make a complaint? | |

| | |( Very easy |

| | | |

| | |( Easy |

| | | |

| | |( Not particularly easy or difficult |

| | | |

| | |( Difficult |

| | | |

| | |( Very difficult |

|20 |Did the business refund any money to you? | |

| | |( Yes |

| | | |

| | |[How much?] |

| | | |

| | |£......................................................... |

| | | |

| | |[Date of refund] |

| | | |

| | |.......................................................... |

| | | |

| | |( No |

|21 |Did you complain to your bank or credit card | |

| |company about what the business had done? |( Yes |

| | | |

| | |[Date of complaint] |

| | | |

| | |.......................................................... |

| | | |

| | |( No (go to question 23) |

|22 |Did your bank or credit card company refund any | |

| |money to you? |( Yes |

| | | |

| | |[How much?] |

| | | |

| | |£......................................................... |

| | | |

| | |[Date of refund] |

| | | |

| | |.......................................................... |

| | | |

| | |( No |

|23 |Were you given any assurance by the provider of | |

| |this website service that any personal data you |( Yes |

| |gave to the business would be destroyed? | |

| | |( No |

|24 |Were you given any assurance that any personal | |

| |data you gave to the business would not be passed |( Yes |

| |on to a third party? | |

| | |( No |

|25 |Please sum up your experience of using this | |

| |website. |.......................................................... |

| |(Continue overleaf if necessary) | |

| | |........................................................... |

| | | |

| | |........................................................... |

|26 |Are you prepared to talk to someone from trading | |

| |standards about providing a witness statement |( Yes |

| |about your experience? | |

| | |( No |

| | | |

Thank you for taking the time to complete this questionnaire.

Please either return the completed questionnaire by post to:

FREEPOST RTEG-THSA-RHRC

City of York Council (FAO Richard Storey – Scambusters)

The Eco Depot

Hazel court

York

YO10 3DS

Or email it to:

richard.storey@.uk

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