Consumer Advice

To make a consumer complaint or enquiry, contact Citizens Advice consumer helpline on 08454 04 05 06 or 0208 1850 710 or visit CAB Adviceguide

The Citizens Advice consumer helpline provides consumer advice on behalf of Trading Standards Services.

To assist you to solve your consumer complaint or enquiry, follow our step-by-step guide:

1. We have a wide range of consumer advice and information leaflets to help you solve your consumer problem

2.The 'How to complain guide' should be followed if you need help with your consumer complaint to the trader/seller. The guide tells you what to do and has a range of downloadable standard letters you can use.

3. Contact Citizens Advice consumer helpline on 08454 04 05 06 or 0208 1850 710 or visit CAB Adviceguide if you require further help or advice to solve your consumer problem.

If you believe you have been a victim of fraud, you can contact Action Fraud to report it or phone 0300 123 2040. More information on rogue traders and scams

How to complain guide

Visit/contact the business or retailer, and ask to speak to the manager.
Explain your problem, and what you expect to be done to resolve it.
If the problem is not resolved, put your complaint in writing. Send the letter by recorded delivery and keep a copy.
Give the trader 14 days to respond, or less time if it is an emergency.
If you don't get the response you hoped for seek further legal advice. Contact the Citizens Advice consumer helpline on 08454 04 05 06 or 0208 1850 710 or visit CAB Adviceguide

Top tips for writing a letter of complaint

When you have problems with faulty goods or services, it is often a good idea to put the details of your complaint in writing, perhaps because the local shop is not being very helpful and you want the head office to deal with the matter, or because you have a mail order or credit transaction.

When writing a letter of complaint, use this checklist to ensure it is as effective as possible:

Make sure you write to the correct company address.
Include copies (not originals) of any supporting documentation, such as receipts or other proofs of purchase; order forms; invoices etc.
Quote any relevant account/customer/invoice numbers.
Be specific and stick to the point - quote dates of events, and all the relevant circumstances surrounding your complaint.
Be clear about what you want the trader to do to solve your complaint.
Set a deadline by which time you want the matter to be sorted out and stick to this deadline.
Get evidence to support your claim, i.e. independent technical reports, and enclose a copy with your letter.
Keep a copy of your letters, and send them by recorded delivery.
Act quickly - delaying can sometimes affect your rights.
Be persistent - write a reminder letter if you don't get a reply to your first one.