A guide to consumer credit in five countries of the European Union: Germany, Belgium, Spain, France and the United Kingdom

co - 2:=!: >< >< .. w w 0 - A GUIDE TO CONSUMER CREDIT IN FIVE COUNTRIES OF THE EUROPEAN UNION : GERMANY, BELGIUM, SPAIN, FRANCE AND THE UNITED KINGDOM The guide has been compiled by Science Practique SA (France) thanks to the financial support of: the European Commission, Cetelem (France), the Association Franyaise des Societes Financieres (ASF), the Association Franyaise des Banques (AFB) and the Secretariat General ofthe Conseil National du Credit et du Titre (France). This guide was exclusively compiled and written by his own author. Contributions to the guide were also made by the Confederation of Family Associations of the European Community (COF ACE), L'Association d'Education et d'Information du consommateur de la Federation de !'Education Nationale (ADEIC-FEN) of France and those who agreed to be surveyed within the framework of the study which preceeded the writing of the guide. We would like to thank them all. -19992 { CJ. '1ft fl(t TABLE OF CONTENTS 1. EUROPEAN STATUTORY FRAMEWORK : DIFFERENT NATIONAL LAWS 2. THE QUESTIONS TO ASK AND TO ASK ONESELF Is credit necessary ? What type of credit? Stages of a credit agreement 1. The information stage 2. The offer and its examination 3 Acceptance of the contract 4. The hfe of a contract 3. TAKING OUT CREDIT IN A COUNTRY Prior information Contractual offer The contract Life of the contract 4. GOING FROM ONE COUNTRY TO ANOTHER If you come from Germany : If you come from Belgium : If you come from Spain : If you come from France : If you come from United Kingdom: 5. DEALING WITH PROBLEMS Who to contact in Germany Who to contact in Belgium ? Who to contact in Spain ? Who to contact in France ? Who to contact in United Kingdom 3 4 6 6 6 7 8 10 12 13 15 16 18 20 22 24 25 26 27 28 29 30 32 33 34 35 36 1. European statutory framework : different national laws The single European market came into existence on January 1, 1993. To achieve this, legislation had to be drawn up to allow for the opening up of the countries. All the Member States have legislation based on common principles and rules governing the workings of the new economic area. The provisions in the area of finance are particularly precise and, as a result, credit institutions are able to offer financial services throughout the whole of the European Union through a variety of means. European regulations operate under the form of texts called directives, which the Member States are under the obligation to transpose to their national law within a given period of time. According to the domain, such directives are more or less precise and restrictive. In the case of consumer credit, given that it is an activity which involves consumers, private individuals, European regulations only establish minimal provisions, each State remaining at liberty to formulate more specific rules. The Treaty of Rome, the founding treaty of the European Union, actually states in article 3 that the consumer should be covered by specific measures of protection : " the action of the Community consists in (0) s) a contribution to the strengthening of consumer protection" stipulates in article 1 OOA " the Commission, in its proposals (0) concerning health, environmental and consumer protection, will take as a base a high level of protection" and article 129A establishes that protection be provided for by specific measures but that such "actions shall not prevent a Member State from maintaining or establishing stricter measures (0) compatible with the (0) Treaty " Consequently, in the domain of consumer credit each country has proceeded to draw up specific legislation on the basis of minimal common rules, the result being disparate sets of regulations 4 Yet, until present, each of us has lived in our own country, in the main. We have acquired habits developed on the basis of our day-to-day experiences with our various suppliers of goods and services. It is on the basis of such habits that we make decisions, such as the decision to borrow on certain terms. Consumer credit is not something to be entered into lightly as it implies future financial consequences affecting the whole family. It therefore essential to find out all the often tacit ins and outs of a credit agreement, to be sure to master such an operation . The present guide sets out to achieve just that within a European context, by looking into the situation of a consumer who comes from one country in which he has acquired certain habits and intends to examine or obtain credit facilities ffered by an organisation based in another country. Consumer credit, which has generally become a straightforward operation and is readily available, is tied to a very precise legislative framework seeking to protect the consumer. The latter is, in fact, considered to have less powers of analysis and understanding than a professional. Furthermore, there are a number of international texts which govern the application of contract law. Diversity among national laws may lead to confusion which may cloud the reality of the commitment being entered into by both the lender and the borrower. It should also be borne in mind that an operation which may be considered as very simple in one's own country, ceases to be so when going beyond one's own borders, whether physically or virtually, insofar as the necessary experience and habits have not been acquired. The legislation in the various countries covers a number of different areas, ranging from publicity and overindebtedness to interest free credit and redemption before due date. The method proposed in this guide consists in drawing attention to the various aspects or the various stages of a credit agreement, to serve as a reminder to the consumer, as well as the person he is dealing with, that questions have to be asked and that one must ask oneself questions : good credit is well mastered credit. 5 2. The questions to ask and to ask oneself amount eammgs Is credit necessary ? A purchase can be made in cash, payment by credit is not obligatory. What are the advantages and disadvantages of buying cash and on credit ? Can I postpone this purchase ? Can I include this new credit facility in my monthly budget calculated as follows, without upsetting the balance ? amount fixed expenses amount amount variable expenses monthly payments available budget I am certain of the obligations I will be taking on as a result of the credit obtained ? What would be the consequences of such a commitment were my situation unexpectedly to change. The larger the amounts involved the more important it is to be fully aware of the potential consequences. What type of credit? We do not pay for a car in the same way as we pay for a television or a holiday. It is therefore important to ensure that the product and its durability concurs with the credit facilities for that product and the restrictions that the borrower accepts. The following possibilities exist in almost each country under different names : ( overdraft with a bank, operated by forms of payment such as charge cards or personal credit granted by the credit institution of the current account. ( personal line of credit granted by the credit institution to someone for a certain amount and defined repayments (credit or installment plan). ( renewable credit granted for a maximal amount and to be repaid at settled dates or chosen ones, called also permanent credit or revolving credit or credit opening. Can be used either directly or with a card. Renewal modalities or closure of the contract changes from one country to another. 6 • credit to finance a specific purchase, granted either by the seller or by a credit institution. Such contracts are most often drawn up at the place where the purchase is made or specifically arranged to finance the purchase in a shop. We can also talk about hire-purchase sales. • lease-purchase agreement or leasing , which consist in the payment of rentals until a buying option allows for the purchase of the good at a previously arranged residual value. The cost, the methods of use of such credit, the risks and the guarantees provided for by law vary in accordance with the amounts involved, the type of credit and its duration. Each country has specific regulations governing consumer credit, however the definitions vary as to the operations which are and are not covered by legal provisions. It is wiser to be protected by the law. These elements are covered below in the pages devoted to the countries. Later in the guide you will find information on : Germany, Belgium, Spain, France and the United Kingdom, set out country by country, coming from one country and seeking credit in one of the other four countries Stages of a credit agreement There are several stages in the conclusion of a credit agreement, though they may vary according to the circumstances : if you take out credit to cover a purchase made in a shop, you will not be subjected to the same demand or waiting period that apply when credit is used for a planned purchase or takes the form of a cash advance. In the first instance the two initial stages tend to be associated with one another while in the second no link is made. The process of acquiring credit can be divided 4 main stages : 1. Prior information, the stage during which you yourself and the credit grantor will collect the information required to make a decision 2. The formalisation of the credit grantor's offer and your study of it 3. The conclusion of the contract 4. The life of the contract 7 1. The information stage This is essential in coming to a clear decision. It depends on the form the offer takes. It may be made through an advertisement, a door-to-door sales person, the media, or may be made in response to the direct request of a consumer made to a credit grantor . You have the right to the minimum level of information required to know, to understand, to examine and to choose: -The identity of the credit grantor -the product being considered ? the overall effective rate, expressed in tem1s of a percentage, includmg the debt interest (or the way in which it is set, for example in the case of a permanent credit at a variable rate of interest) and the various charges linked to the operation. This rate is expressed either in yearly or monthly terms. The methods of calculation vary from country to country, it is therefore necessary to ensure that you are given all the details of what the rate includes and how it is calculated in the case of your operation. ? The effective rates are not capped everywhere by usurious rates. There are fixed ceilings which are determined by the law in the case of Belgium and France. The rates are determined by the legal definitions of the courts in a more (Germany) or less (Spain, UK) precise way. ? The duration and the amount of the repayments or failing that their method of calculation But you can get more : - by asking the credit grantor, for example, about the charges that are linked but not obligatory and may be waived, the other products available, other insurance policies, etc. -by contacting a consumer advice bureau or by consulting a magazine which specialises in comparing the offers made by credit institutions, or brochures, guides, or books on the subject -by contacting several credit grantors at the same time or an intermediary who is familiar with several lenders -by contacting the administrative services in certain countries The better informed you the more chance you have, first of all, of using the competition in your favour and, secondly, of mastering all there is to know about credit facilities, which include technical aspects which may be offputting at first glance. 8 The credit grantor, for its part, requires information to decide whether to grant you credit. It wishes to assess your ability to honour your commitment to repay the amounts foreseen on the due dates, given that the money loaned to you does not belong to it : Either it has borrowed it itself, or is using the savings entrusted with it by its depositors. The credit grantor will ask you for information which will aid it in making its decision. It also has access to data included in the files on you. The decision of credit grantors depends on the amount and the duration of the operation and on the other hand on the way in which they organise the decision making process for granting credit facilities, as in many instances credit decisions are decentralised, bemg left in the hands of thousands of commercial representatives : the decision making process ought to be the same from place to place, in other words standardised. The larger the amount and the duration the greater the risk for the credit grantor, thus more information, documents or guarantees will be requested. The smaller the amount and the duration, the simpler the requirements will be. Credit grantors are making increasing use of what is known as credit scoring, based on the comparison of the data collected from you with the statistics on repayment and non repayment corresponding to similar data on the clientele as a whole who have requested credit facilities. Depending on the country, the criteria used in this method of selection may or may not be submitted for examination to an agency for the protection of private data. The decision of the credit grantor is final, you do not have an automatic right to credit. It is difficult to make generalisations about the information requested as it varies according to the system used by the lenders. You will, however, in addition to your name and address at least be asked about : your earnings, your expenditure and costs, questions regarding your : marital status, length of service in employment, the length of time living in one place, and various other questions. There are two kinds of files to which the credit grantors have access : -their own files, or those of the organisations with which they have links such as credit insurers in the country where they are based, which contain a record of any previous dealings you may have had with them -and those of external organisations, be they private or public. Depending on the country in question, such files may contain positive data (all your credit operations in addition to any defaults where applicable : credit reference agencies) or simply the negative data (defaults on payments, legal proceedings or overindebtedness) 9 Prior information GERMANY BELGIUM SPAIN FRANCE UNITED KINGDOM Minimum details, Minimum details in No laws concerning Submittalofavrritten Two copies of offer A lender must submit always including the the offer are those offers except the oblioffer including legal submitted and must a written offer on effective rate foreseen in the gation to provide them references and all the comply with legal request. Texts are free contract (see following free of charge. The terms of the credit standard contracts of charge. pages) banker may have to agreement (there are nine) accept liability if credit is granted unduly Files There is a positive file, In Belgium there are There is a positive file The is only one The United Kingdom recording all financial only files which held by the National negative file held by is characterised by the obligations : Ia Schufa. record defaults Bank of Spain : le CRI the Banque de France, existence of numerous Consultation of it is (negative files). One is (Centro de informale FICP (Fichier public files (the not obligatory, but all held by the Banque cion sabre el riesgo ), National des Incidents electoral role, court the organisations Nationale de Belgique but it only applies to de Remboursement rulings, bankruptcy consult it. and the other by the large sums of money des Credits aux Parfiles) as well as Another file has Union Professionnelle (1 million ptas). There ticuliers). private, which include recently been du Credit . Certain are also two negative Consultation is both positive and introduced : also organisations have files, one held by the obligatory by the negative information positive. insurance coverage for ASNEF (Asociacion credit institutions. on credit and account the credit facilities Nacional de histories. they grant. They have Entidades de Fiadditional access to nanciacion): Equinax, the files of their credit and the other held by insurers. the ABE (Asociacion Consultation of the Espanola de Banca): files by credit instituRAl (Registro de tions is obligatory. Aceptaciones Impagadas) 16 Intermediaries and commission role There are selfemployed intermediaries. The commission must be set in advance and a distinction made between the commission and the expenses, for example travel expenses, which may have been incurred. The details must be stated in a contract. No commission is due if the operation does not lead to a credit agreement Further information to V erbrauche Zentrale be obtained from and particularly those whom or which of Hamburg and specialist magazines Dusseldorf Finanztest magazine published by the Warrantest group. Institut Fiir There are two types of intermediaries : authorised agents which act exclusively on behalf of one lender and brokers which are freelance. The former only submit the offers of their employer. The latter look into credit offers given by lenders on the request of their customers. It is forbidden for intermediaries to request commission from consumers. Consumer groups CRIOC Test Achat Budget et Droit There are two types of Intermediaries must receive a mandate or a canvassing letter from the credit grantors they work for. The are paid by the lenders. Intermediaries must hold a licence issued for a period of 5 years by the Office of Fair Trading intermediaries : those acting exclusively on behalf of the credit institution which they serve and the official intermediaries ofthe College. No payment is due The mam until the credit facility intermediaries are : is extended. Payment of an intermediary on the -distributors selling credits The commission paid to intermediaries belonging to the College, are capped by law (0.3% of the total credit). Commission is at the expense of the consumer, but is paid by the bank which deducts it from the customer's account. basis of the credit rate -exclusive ocu AD I CAE Dinero y Derecho Impositores Ausbanc is not a is forbidden. Consumer organisations Euro-guichets INCHebdo Que Choisir ? consumer organisation 60 millions de but a private company. consommateurs 17 mandatories acting on behalf of the lenders -the comm1ss1on 1s paid by the lender. If paid by the consumer they must be included on the real rate calculation. Consumer organisations Which? Citizens Bureau Advice National Council Consumer Finanzdienstleistungen Budget et Droit Money Advice e. V. (IFF) Scotland Euro-InfoNational Debt Line V erbraucher e. V. Contractual offer GERMANY BELGIUM SPAIN FRANCE UNITED KINGDOM Period of reflection or The offer is the same 15 days excepting 10 days 15 days The offer is valid for 5 period of validity as the contract but hire-purchase days from the date of with a reflection agreements and credit receipt period of 7 days which arrangements do not accumulate with that of the contract itself. Setting of the usurious Set by jurisprudence. Set by the law Set by jurisprudence. Ceiling fixed No legal setting. The rate Anything over double according to the type The rate on overdrafts periodically with the law forbids rates the average rate or of product and the may be over 2.5 times real average rate used considered as 12% in absolute value duration ofthe credit the legal rate. Any rate during the previous exorbitant or contrary over the average rate facility considerably higher trimester for the same to normal practice. is considered usurious than the legal rate is operations, increased Interpretation in case considered usurious with one third. law : a rate of 48% The effective rate and Includes the debt Includes the debt Includes the debt Includes the debt Includes the debt its content interest and the interest, related interest, costs of interest and all costs of interest and well as the (calculation of the rate various charges linked expenses (publicity, setting up the credit any nature, direct or costs and charges varies from country to to the credit facility, credit insurance facility, insurance indirect constituting an directly linked to the country. A directive including the premiums, premiums if a integral part ofthe granting of the credit foresees the commission of the consultation of files, prerequisite for whole amount loaned facility harmonisation of intermediary handling costs, obtaining credit Rate at the end of the commissionpaid to 18 rates) Rate expressed as an the intermediary, etc.) term, expressed as an annual percentage rate annual% or and represents the proportional to the rate value of the net for the period amount of the credit facility in cash Guarantees Negotiable Negotiable Sureties, co-debtor Negotiable Negotiable instruments instruments signature, pledges instruments instruments forbidden forbidden forbidden forbidden Assignment of wages Assignment of wages Sureties, co-debtor Sureties, co-debtor Sureties, co-debtor Sureties, co-debtor signature, pledges signature, pledges, signature, pledges signature, pledges mortgage 19 The contract (must GERMANY BELGIUM SPAIN FRANCE UNITED KINGDOM always be in writing) Obligatory references Obligatory references Legal references Obligatory references Contract compliant Contract compliant to be made in the stipulated by the law identical to those in stipulated by the law with official model with the law but with a document the offer contracts degree of liberty Signatures and hand If the contract 1s Signature and hand Signature obligatory to Hand written signature The agreement has to written references automated ?? , the written references by validate contract preceded by a specific be signed by the lender is not required the consumer reference to the surety lender and by the to sign it concerning the amount borrower or their representatives. Conditions for validity It must contain the Signing of the contract Signature Acceptance of the To contain all the of a contract references stipulated and the deadline for offer signed and definitions of the by the law according the period of deadline for the period agreement and to be to the type of credit renunciation of retraction legal. Period of retraction or 7 days, save for 7 working days as of No legally established 7 days as of the receipt 5 days dating from renunciation mortgages, legally the signing of the period. A contractual of the offer or the receipt ofthe offer drawn up credit and contract, save hireperiod of three days or approval of the overdrafts. If the purchase sales and more, by mutual borrower or contract does not leasings. 7 days ifthe agreement, may be acceptance of the offer contain all the contract is signed stipulated (mentioned in the appropriate references outside ofthe office of contract) and is not signed, it is the lender valid for one year Redemption before Different cases : in the Possible for all types Possible at any time The debt may be Possible at any time. due date case of a fixed rate of credit : no charges by means of a redeemed, on the Discount is calculated 20 after a certain period, in the case of ODC, payment of 1.5% of borrower's initiative, by the lender. at any time in the case ?? otherwise, the right the amount repaid in partially (minimum of a variable rate. The to a reduction of at the case of a variable amount applicable) or banker must not profit least 75% ofthe cost rate loan and three totally, without and the corresponding of the repayment. percent for a fixed rate compensation. charges and interest Partial repayment may loan, plus charges for should be deducted be subjected to higher the cancellation of from the loan. charges. negotiable instruments where applicable Requisites for Forbidden without Forbidden without Forbidden without Forbidden without Forbidden without modifying the contract written agreement of written agreement of written agreement of written agreement of written agreement of the parties the parties the parties the parties the parties 21 Life of the contract GERMANY BELGIUM SPAIN FRANCE UNITED KINGDOM Information Account statement Account statement Account statement Monthly account Regular statements throughout the including credit Modification of statement including Response to all duration of the credit deducted, payments charges credit deducted, requests for facility made, interest and payments made, information by the charges due interest and charges customer due Modification of charges The modification of Announced in writing Announced in writing Announced in writing Announced in writing Announced in writing rates on variable rate and the new rate can and the new rate and the new rate and the new rate and the new rate loans not be applied before cannot be applied cannot be applied cannot be applied cannot be applied it ahs been reported to before it has been before it has been before it has been before it has been the customer reported to the reported to the reported to the reported to the customer customer customer and accepted customer by the borrower Dealing with Contact the lender to Contact the lender to Contact the lender to Contact the lender to Contact the lender to temporary difficulties seek an amiable seek an amiable seek an amiable seek an amiable seek an amiable solution solution solution solution solution If the lender reacts to a If the lender reacts to a If the lender reacts to a If the lender reacts to a The law gives free default on a payment, default on a payment, default on a payment, default on a payment, reign to clauses charges will be charges will be charges will be charges will be regarding default. applied. An amiable applied. An amiable applied. An amiable applied. An amiable Certain contracts solution is always solution is always solution is always solution is always stipulate that a single sought sought sought sought late payment is suffice There are products to constitute a breach of the contract. Take which make explicit urgent measures in 22 provisions for case of temporary postponing a due date difficulties at the end of the contract 23 4. Going from one country to another The single market provides credit institutions based in one country the possibility of offering their services throughout all the countries of the Union, within the framework of a provision known as the "free movement of services", established by European law. Furthermore, the conventions of private international law, namely the Brussels Convention and the Rome Convention, govern the question of determining the law enforceable in the case of contracts entered into with consumers, that is, people acting outside the realm of professional activity. Determining the law to be enforced in the case of a dispute arising from a credit agreement is of prime importance since, as we have just seen, legislation varies from country and country and the consumer is generally most familiar with the normal practice in his own country. Accordingly, the two conventions mentioned above stipulate that if the contract entered into is preceded by a proposal or an advertisement received at the residence of the consumer, then the law which applies is that of the consumer's habitual residence, unless otherwise agreed by the parties. This situation is, as a general rule, the most favourable. Given these conditions, if you sign a contract with a credit institution in another country keep all traces of such advertisements or proposals until the termination of the credit agreement. It may also arise, however, that it is you who have taken the initiative and that you have chosen to contact a lender in another country. It would be wise in this case to pay special attention to the chief differences between your country of residence and that with which you are carrying out the credit operation. 24 Ifyoucome and go to BELGIUM SPAIN FRANCE UNITED KINGDOM from: => You will find more formalities, You will find less protectiOn m You will find more formalities, You will find that there is greater GERMANY including in the case of a legal certain areas : negotiable including in the case of a legal freedom in the practices of the dispute instruments to guarantee credit, dispute lender or the intermediaries Your rights are guaranteed by contracts which cannot be pulled Your rights are guaranteed by The lenders consult a large out of, obscure contracts, link The method of calculating longer periods (validity and between credit and purchase, longer periods. Documents are number of positive public and renunciatwn) and more precise more precise. Several consumer pnvate files provisiOns and informatiOn. wh1le you will find more m organisations spec1ahse in credit the effective rate is specific others : longer period of validity, and you will find euro-guichets Credit mstltutwns are bound by There are only negative files more ease in redemption before codes of good conduct rather You may be faced with due date There are only negative files than restrictive legislation to Germany and cannot be intermediaries who omit to give You may be advised by official Dealings with intermediaries are You will obtain credit more you or ask you for information, intermediaries. The commission rare easily even 1f you have financial directly compared with the but under no circumstances is at your expense but paid by the You will not be able to make a difficulties, but it may be at a should you pay them lender and deducted from the direct comparison between the very high cost as there is no strict other countries You will not be surprised by the loan granted. effective rate in your country and defimtion of exorbitant rates request regarding the assignment In the case of hire purchase you Germany, the methods of Redemption before due date is of wages as a guarantee are less protected in the event of calculation are different. possible at any time by means of You will be offered credit legal actwn Usurious rates are capped by the a discount facilities with greater ease, but Consumer organisations law. overdrafts equal to three month's specialising in financial services You will not be asked to approve wages are less systematic, like are generally less well equipped the assignment of your wage to the depositing organisations and less efficient. secure credit The rates are capped by the law Fmanc1al organisations are most You will find it easier to redeem often available at the point of your debt before the due date sale which is without compensation There are only negative files and can be done at any time save when the operation exceeds 1 million pesetas 25 Who to contact in Germany ? Euro-Info Verbraucher e. V. Kinzigstrasse 5 D-77694 Kehl V erbraucherzentrale BadenW,rttemberge e. V. Paulinenstrasse 4 7 D-70 178 Stuttgart Tel: (0)711 66 910 V erbraucherzentrale Bay ern e. V. Mozartstrasse 9 D-80336 Munich Tel : 89 53 9870 Verbraucherzentrale Berlin Bayreuther strasse 40 D-1 0787 Berlin Tel:30219070 Verbraucherzentrale Branden bourg e.V. Hegelaalee 6/8, Haus D-14467 Postdam Tel: 331 289 33 33 V erbraucherzentrale des Landes Bremen Obernstrasse 38-42 D-28195 Bremen Tel: 421 32 08 34 Verbraucherzentrale des Saarlandes e.V. Hohenzollernstrasse 11 D-6611 7 Saarbr, cken Tel: 681 50 08 90 V erbraucherzentrale Hamburg Kirchenallee 22 D-20099 Hamburg Tel : 40 24 83 20 Verbraucherzentrale Nordrhein Westfalen e.V. Mintropstrasse 27 D-40215 Dusseldorf Tel: 21138 090 V erbraucherzentrale Niedersachsen e.V. Herrenstrasse 14 D-30159 Hanover V erbraucherzentrale Rheinland Pfalz Grosse Langasse 16 D -55116 Mainz Tel: 61 31 28 480 Verbraucherzentrale Sachsen e.V. Bernahrd strasse 7 D-04315 Leipzig Tel: 341 696 29 0 V erbraucherzentrale Sachsen-Anhalt Steinbockstrasse 1 D-061 08 Halle Tel : 341 696 290 Verbraucherzentrale SchleswigHostein, Bergstrasse 24 D-24103 Kiel Tel:43151286 V erbraucherzentrale Thtiringen WilhelmKtilz Strasse 26 D-99085 Erfurt Tel: 361 555 140 V erbraucherzentrale Hessen Reuterweg 51153 D-60323 Frankfurt/main Tel : 69 97 20 10 0 Verbraucherzentrale Mecklenburg-Vorpommern e. V. Strandstrasse 98 PF 10.11.03 D-18055 Rostock 32 Who to contact in Belgium ? Association des ConsommateursTest Achat Rue de Hollande, 13 -1060 Bruxelles Tel : 02/542 34 93 Fax : 02/542 33 67 Bond van Grote en van Jonge Gezinnen BGJG Troonstraat, 1251050 Brussel Tel : 02/507 88 11 Fax : 02/511 90 65 Centrale Generale des Syndicats Liberaux de Belgique CGSLB Avenue Roi Albert, 95-90000 Gand Tel: 09/222 57 51, Fax: 09/221 04 74 Centre Cooperatif de la Consommation Rue Haute, 28 -1000 Bruxelles Tel : 02/500 52 65, Fax : 02/502 71 61 Confederation des Syndicats Chretiens de Belgique CSC Rue de la Loi, 121 - 1 040 Bruxelles Tel : 02/237 33 00, Fax : 02/237 33 oo Les Equipes Populmres Rue de Gembloux, 48 -5002 Namur Tel: 081/73 40 86, Fax: 081/74 28 33 Federation Belge des Cooperatives FEBECOOP Rue Haute, 28 -1000 Bruxelles Tel: 02/500 52 115, Fax: 02/514 54 43 Federation Generale du Travail de Belgique FGTB Rue Haute, 42 -1000 Bruxelles Tel: 02/506 82 11, Fax: 02/506 82 29 Femmes Prevoyantes socialistes Place Saint-Jean, 1-21000 Bruxelles Tel: 02/515 04 01, Fax: 02/511 49 56 Kooperative Verbruikersbeweging KVB Hoogstraat, 28 -1000 Brussel Tel: 02/500 52 13, Fax: 02/502 71 61 Kristelijke Arbeidersvrouwenbeweging KAV Poststraat, 111 -1210 Brussel Tel : 02/220 30 11, Fax : 02/220 30 81 Kristelijke Werknemersbeweging KWB Lakenstraat, 761000 Brussel Tel: 02/210 88 11, Fax: 02/210 88 oo Ligue des Families Rue du Trone, 1271050 Bruxelles Tel : 02/507 72 11, Fax : 02/507 72 00 Office des Pharmacies Cooperatives de Belgique OPHACO Route de Lennik, 900 -1070 Bruxelles Tel : 02/529 92 40, Fax : 02/520 29 92 Socialistiche Vooruitziende Vrouwen SVV Sint-Janstraat, 321000 Brussel Tel: 02/515 04 44, Fax: 02/515 04 15 Vie Feminine Rue de la Poste, 111 -1210 Bruxelles Tel : 02/227 13 oo, Fax : 02/223 04 42 Centre de Recherche et d 'Information des Organisations de Consommateurs CRIOC Rue des Chevaliers 181050 Bruxelles Tel: 02/547 06 11, Fax 02/ 547 06 01 Email : crioc _ oivo@skynet 33 Who to contact in Spain ? Instituto Nacional del Consumo Principe de Vergara, 54 28006 Madrid Tel: 91 431 59 81 Institut Catala del Consum Gran Via Carles III, 105 08028 Barcelona Tel: 93 330 98 12 Confederacion Estatal de Consumidores y Usuarios Cava Baja, 30 28005 Madrid Tel: 91 364 02 76 Organitzacio de Consumidors i Usuaris de Catalunya Avda.Republica Argentina, 29, 1er 08023 Barcelona Tel: 93 417 47 37 AD I CAE Pizarro, 6 50004 Zaragoza Tel: 97 621 21 47 Organizacion de Consumidores y Usuarios C/Mihin, 38 28043 Madrid Union de Consumidores de Espana Principe de Vergara, 1 7, 3 os I. 2800 1 Madrid Tel: 91 578.28.07, Fax: 91 578.21.32 ConfederacionNacional deAmas de Casa y Consumidores Castellana, 113, 4° D. 28046 Madrid Tel: 91 555.58.11, Fax: 91 597.24.50 Agencia d'Informacio Europea Sobre Consum Gran Via Carles III, 105 lletra 1 08028 Barcelona Agencia Europea de Informacion al Consumidor Calle Simon Bolivar, 271 o Dpato 12 48013 Bilbao 34 Who to contact in France ? Association d'Education et d'lnformation du INDECOSA-CGT Association pour Consommateur de la Federation de !'Information et la Defense des !'Education Nationale ADEIC-FEN Consommateurs Salaries 3 Rue de la Rochefoucauld75009 Paris, Tel 263 Rue de Paris93516Montreuil cedex : 01 44 53 73 93 Tel: 01 48 51 55 03 Association Force Ouvriere Consommateurs -Families de France AFOC 28 Place Saint-Georges -75009 Paris 141 Avenue du Maine75014 Paris Tel: 01 44 53 45 90 Tel : 01 40 52 85 85 Association Leo-Lagrange pour la des Consommateurs -ALLDC Defense Families Rurales 153 Avenue Jean-Lolive93500 Pantin Tel: 01 48 10 65 82 7 Cite d'Antin -75009 Paris Tel : 01 44 91 88 88 ASSECO-CFDT Assoctation Etudes et Confederation Syndicale des Families -CSF Consommation 59 Rue Riquet75019 Paris 4 Boulevard de la Villette75019 Paris, Tel : Tel: 01 44 89 86 80 0142 03 83 49 Confederation Generale du Logement -COL 6-8 Villa Gagliardini75020 Paris Tel : 01 40 31 90 22 ORGECO -Organisation Generale des Consommateurs 16 Avenue du Chateau -94300 Vincennes Tel: 01 49 57 93 oo CNAF AL -Conseil National des Associations UFC-Que-Choisir Union Federale des Familiales Laiques Consommateurs -Que Choisir 108 Avenue Ledru-Rollin75011 Paris 11 Rue Guenot 75011 Paris Tel : 01 47 oo 03 80 Tel : 01 43 48 55 48 CNAFC -Confederation Nationale des Union Feminine Civique et Sociale -UFCS Associations Familiales Catholiques 6 Rue Beranger75003 Paris 28 Place Saint-Georges75009 Paris Tel : 01 44 54 50 54 Tel: 01 48 78 81 61 CNAPFS -Cornite National des Associations UNAF -Union Nationale des Associations Populaires Familiales Syndicales 59 Rue Riquet75019 Paris Tel: 01 44 89 86 80 Familiales 28 Place Saint-Georges75009 Paris Tel: 01 49 95 36 oo CNLConfederation Nationale du Logement 8 Rue Meriel -BP 119 -93104 Montreuil CedexTel: 01 48 57 04 64 Institut National de la ConsommationINC 80 Rue Lecourbe75015 Paris Tel: 01 45 66 20 20 Consommation, Logement et Cadre de CLCV 13 Rue Niepce75014 Pans Tel : 01 56 54 32 10 3615 INC Vie Agence Europeenne d'Information sur la Consommation AEIC - 4 7bis Rue Barthelemy Delespaul -59000 Lille Tel : 03 28 82 89 00 Antenne Montpellier : 18 Rue Marceau, BP 2123-34026 Montpellier Cedex 1 35 Who to contact in United Kingdom? Office ofF air Trading FieldHouse 15-25 Breams Buildings London EC4 1PR Tel : 0171 211 8000 website : www.oft.gouv.uk leaflets: PO Box 366 Hayes UB3 lXB Tel: 0870 60 60 321 Money Advice Association 1st Floor, Gresham House 24 Holborn Viaduct London EC 1 A 2BN Tel : 01 71 236 3566 National Association of Citizens Advice Money Advice Scotland Bureaux Suite 306 Myddleton House Pentagon Centre 115-123 PentovilleRoad 36 Washington Street London Nl 9LZ Glasgow G3 8AZ Tel: 0171 833 2181 Tel: 0141 572 0237 website: www.nacab.org.uk Federation oflndependant Advice Centres 4 Deans Court St Pauls Churchyard London EC4V 5AA Tel : 0171 489 1800 General Consumer Council for Northern Ireland Elizabeth House 116 Holywood Road Belfast BT4 1NY Consumers in Europe Group 20 Grosvenor Gardens London SWl W ODH Consumer's Association 2 Marylebone Road London NWl 4DF National Federation of Consumer Groups 13 Robby Lea Drive Kendal Cumbria LA9 7QR National Debtline Birmingham Settlement 318 Summer Lane Birmingham B19 3RL Tel: 0121 359 8501 Banking Ombudsman 70 Grays Inn Road London WClX 8NB Tel: 0171 404 99 44 Building Society Ombudsman MillbankTower Mill bank London SWlP 4 XJ Tel: 0171 921 00 44 UK Trading Standards Authorities 36