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TATOC Consumer Helpline manager Mark Caldicott takes you through the facts and figures from the Helpline in 2013. There is good news as many of the statistics show a decrease however, many resorts are still not telling their owners about cold calling and possible scams.
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TATOC Annual Conference 2014 – Together We Can
Annual Conference 2014
Celebrating 25 Years
Annual Conference 2014
Mark CaldicottTATOC Consumer Helpline Manager
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Meet the ambassadors
QUESTION
How many delegates went away from last year’s conference remembering the five golden words:
DON’T DEAL WITH COLD CALLERS?
And if you did, did you pass the message on?
I’ll leave it at that!
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Meet the ambassadors
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Consumer Contact 2013
6075
1216
7291
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
CASE TYPE Number of Enquiries 2013 Number of Complaints 2013
Resale General 1480 0
Resale Specific 370 277
Sales & Marketing non- timeshare 9 39
Sales & Marketing timeshare 28 54
Bonus Weeks 37 28
Timeshare Resort, Points or Club 83 9
Legal 194 33
Timeshare Exchange 6 2
Exit Route 132 14
Maintenance Fees 86 7
Takeover 55 50
Rental 5 2
Unsolicited Calls 3 16
Business Call 0 0
Foreign Language 8 0
Cash Back Failure 5 6
Miscellaneous 7 0
TOTAL 2508 537
Call and Email Analysis
TATOC Annual Conference 2014 – Together We Can
Enquiries - 16%
Celebrating 25 Years
Timeshare Resale
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Cold Calling Resale
Companies
Enquiries – 36%
Complaints - 30%
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Exit Routes
Enquiries – 20%
Complaints - 26%
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Take Over Offer
Enquiries – 21%
Complaints – no change
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Cold Calling
Bogus Legal Firms
Enquiries – 30%
Complaints - 37%
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Money Reported Lost To
The Helpline - 2013
Reported lost TATOC Information
Rogue Resale Companies £ 329,240 £ 263,785 Sales & Marketing Non Timeshare £ 327,809 £ 267,574Sales & Marketing Timeshare £ 228,460 £ 164,203Takeover Offers £ 197,493 £ 179,381Bogus Legal Firms £ 56,704 £ 27,233Bonus Week Offers £ 10,871 £ 8,574Rental £ 400 £ 400
£ 1,170,971 £ 911,150
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
TATOC able to help78% or
2 out of 3Get their money back
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Potential Money
TATOC Saved Consumers
Rogue Resale Companies £ 1,740,000
Takeover Offers £ 197,492
Bogus Legal Firms £ 333,350
Bonus Week Offers £ 14,365
Rental £ 1,000
£ 2,286,207
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
£3,197,357
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
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TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
www.tatocconsumerhelpline.eu
What’s Ahead?
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
www.tatocconsumerhelpline.eu
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Thank you Any Questions?
