Consumer goods and services
What do you need help with?
You can use the Citizens Advice website to check your consumer rights and find information about returning an item for a refund, repair or replacement.
If you bought it more than six months ago you may be better off using a warranty or guarantee.
Which? has template letters you can use to write to a company and ask them to fix the issue. Which? also have a guide to returning faulty goods, which explains the process from writing to the company to considering court action.
If you’ve paid a person or business to do a service such as giving you a haircut or making a wedding cake, they should do this with skill and care.
If you’re unhappy with a service Citizens Advice have a guide to your rights and asking them to fix the problem by:
- doing it again
- giving you a discount.
If you’ve already done this Citizens Advice have guidance about making a complaint and formal action such as reporting them to a trade association, alternative dispute resolution or bringing a court claim.
If you’re a victim of crime and not in immediate danger you should call the Police non-emergency number 101.
You can also report the crime to Action Fraud, the UK’s national reporting centre for fraud and cyber crime. Action Fraud don’t investigate crimes but take crime and information reports on behalf of the police and give advice about preventing fraud.
If you need support after being a victim of a fraud or scam you can contact Victim Support or Think Jessica.
We don’t handle this at a local level. Instead, contact the Citizens Advice consumer helpline and tell them you want to report a trader. The consumer helpline will assess your problem and pass it on to Trading Standards if it’s appropriate.
Information and self-help resources
Information from Citizens Advice about common consumer problems, including:
- energy suppliers
- phone, TV and internet
- postal services
- new and used cars
- building work
- holidays
Information about consumer issues, including guides to your rights and template letters for making a complaint.
Information and guidance about goods and services, including:
- free and low-cost wills
- finding the right bank account
- saving money on gas and electricity
- saving money on phone, TV and internet
- reclaiming money for delayed trains and flights
- appealing parking tickets.
Organisations that can help
Free advice about consumer issues from Citizens Advice.
Phone: 0808 223 1133 (read about call charges)
Textphone: 18001 03454 04 05 06
Open Monday to Friday, 9am to 5pm
Closed on bank holidays
www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue
If you’ve made a complaint about a communications or energy company and aren’t happy with their response, the Ombudsman can investigate and review their decision. You can check whether they can help with your complaint before you call.
Phone (communications): 0330 440 1614 (read about call charges)
Phone (energy): 0330 440 1624 (read about call charges)
Open Monday to Friday, 8am to 8pm and Saturday 9am to 1pm
www.ombudsman-services.org
Report, fraud, scams and cyber crime, advice and guidance about preventing fraud. Reports can be made by phone or using their online fraud reporting tool.
Phone: 0300 123 2040 (read about call charges)
Textphone: 0300 123 2050 (read about call charges)
Open Monday to Friday, 8am to 8pm.
www.actionfraud.police.uk
Still need help?
Find out how to contact us if you haven’t been able to resolve your problem using the information above.
Please bear in mind that we are a local charity and demand for our services is high. You may have to wait to speak to one of our team and we can’t offer everyone an appointment with an adviser.
If you contact us about a consumer issue we’re likely to suggest that you call the Consumer Helpline. We usually only offer advice appointments for consumer issues if:
- you need to make a complaint and lack the capability to do so due to age, disability or language skills.
- the problem raises wider issues about the behaviour of a trader or business.
