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Page last updated at 13:18 GMT, Saturday, 19 December 2009

online shopping

More and more of us are looking online to buy our christmas presents - this month we're expected to spend five billion pounds buying through websites, up 14% on last year.

But it can involve a large element of trust if you haven't used a particular site before. There are basic precautions you can take, but if the goods ultimately don't arrive, how easy is it to persuade anyone to take action against the firm involved?

Trading Standards can investigate- but what does it take for them to be spurred into action?

Bob Howard spoke to a listener whose purchase failed to arrive after buying it on

This item was first broadcast on Radio 4's Money Box on Saturday, 19 December 2009

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