Consumer Rights

Complaints Against Traders

You may Appeal to us if you a have a complaint against a trader which has not been resolved after a final response has been made by the trader to your complaint. This is a free service available to consumers. We are an official Alternative Dispute Resolution (ADR) body approved by the Chartered Institute of Trading Standards (CTSI).

Key Questions Explained

Q: Who are Consumers?
A: Anybody who buys goods or services.

Q: Who are traders?
A: Anybody who sells goods or services in the course of a business.

Q: What can I expect from the trader as a consumer?
A: If you are not satisfied, you have the right to complain.

Q: What can you do to put matters right?
A: We provide a timely, problem-solving solution that may also include ordering the trader to pay financial compensation.

Q: Where can I find out more information?
A: or

Q: How do I contact you ?
A: By telephone or email.

Types of Complaints we Investigate

“The sales assistant was rude ” :“ I was disappointed with the service”: “The trader will not refund the purchase”: ”The holiday was a nightmare”: “The trader won’t respond …”