Make a complaint about goods or services
This link goes to the Citizens Advice Bureau. They’ll advise you about your rights, and refer it to us if there’s something we should investigate. You can also phone them on 0808 223 1133 or text them on 18001 0808 223 1133.
They also provide letter templates to help you if you need to write to a trader. See Citizens Advice letter templates.
For general advice for consumers see Citizens Advice, consumer.
Laws affecting you
Advice about the laws affecting you is available online at the business companion. If you can't find what you need there, or it’s unclear, please call us on 020 8753 1081, or email us at firstname.lastname@example.org.
Scams and doorstep crime
Conmen may pretend your roof needs repair, or that they are officials who need to enter your home. They may also target you or your business by letter, email, telephone call, or a text message. You can protect yourself.
Find out more about scams and doorstep crime.
About H&F trading standards
What we do
There are laws to ensure consumers get a fair deal. Many are civil laws, which give buyers rights they can use to get compensation or a refund. Some are criminal laws, and traders who break those laws can be fined or sent to prison.
We enforce criminal laws meant to encourage fairer trading. They may be about the quantity, price or description of goods and services. They may also be about the safety of goods you buy. We achieve this by:
- advising local businesses on how to comply with the law
- investigating complaints
- working in partnership with other agencies such as the police
- working on projects to protect people, including honest traders
- taking appropriate action: we prefer to advise, but we will prosecute where necessary.
Our current priorities
- Illicit tobacco
- Landlords, letting agents and property management companies
- Underage sales
- Scams and doorstep crime
- Tobacco, shisha and vapes
- Re-usable bags
Unsafe goods and product recalls
Sometimes products have to be recalled by the manufacturer, usually for safety reasons.
The Electrical Safety First website has information about recalls of electrical goods. It also allows you to register electrical goods, so that you are told if they are withdrawn.
Up to date information about recalls, including goods in general and food, is available at Trading Standards product recalls.
Our enforcement policy
Sometimes we need to take action against traders who don’t comply with the law. We follow an enforcement policy when doing so. Read the Environmental Health and Regulatory Services Enforcement Policy (pdf 385KB).
Where we enforce issues relating to laws applying to Lettings we follow the London Lettings Enforcement Policy.
More specifically this covers:
- Redress Schemes
- Publicising relevant fees and required information
- Prohibited payments
- Client money protection
If you need further guidance please email us on email@example.com, or call on 020 8753 1081.
Hammersmith & Fulham Council
Town Hall, King Street
London W6 9JU