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 03454 040506 or text them on 18001 03454 040506.
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.
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 email@example.com
Credit card surcharges
You should no longer charge customers using debit or credit cards. Find out more about the new legislation which came into force on the 13 Jan 2018.
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
- Fidget Spinners
- Illicit tobacco
- Letting agents
- Underage sales
- Scams and doorstep crime
- Tobacco, shisha and vapes
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 It also allows you to register electrical goods, so that you are told if they are withdrawn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
Cath Kidstone have asked for our help to publicise a recall of one of their products, the details are on their website. Cath Kidston product recall
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. H&F Environmental Services Enforcement Policy (pdf).
If you need further guidance please email us on firstname.lastname@example.org, or call on 020 8753 1081.
PO Box 66532
London W8 9GL
If you’d like to see someone face-to-face, please call for an appointment on 020 8753 1081.