There are laws to ensure consumers get a fair deal. Civil laws give buyers rights that they can use to get compensation or a refund. Businesses who break criminal laws, can be fined or sent to prison.
Our partners at the Citizens Advice Consumer Service can help consumers with contractual disputes (which Trading Standards can't do) and will inform us of any criminal matters. Their records are available to uss and provide a national database that provides information about a trader's activities in other areas.
Contact our consumer service - Citizens Advice
CAB will advise you about your civil rights and refer it to us if there's something we should investigate. You can also phone CAB 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.
What we do with referrals from the CAB
We will consider any matter referred to us and decide whether an investigation is justified and possible. We may contact the complainant if we need more details or think it is something we can investigate. Unfortunately, it is not possible to investigate every alleged criminal offence, so sometimes we will have to prioritise other work.
- We advise local businesses on how to comply with the law.
- We work in partnership with other agencies such as the police.
- We inspect businesses and carry out market surveillance and testing to protect consumers and safeguard honest businesses.
- We take appropriate action: we prefer to advise, but we will prosecute where necessary.