We are an independent ‘not for profit’ and impartial organisation that specialises in resolving disputes between consumers and: retailers (in-store and online); supermarkets; garden centres; restaurants and takeaways; hotels and leisure providers; boiler installation and repair providers; and airlines
We are authorised by Government to operate as an ‘ombudsman’ as well as being authorised by: -Chartered Trading Standards Institute – in relation to complaints about retailers and traders, under The Alternative Dispute Resolution for Consumer Disputes (Amendment) Regulations 2015; and - Civil Aviation Authority – in relation to complaints about airlines.
To provide an independent, impartial review and determination of consumer complaints within our jurisdiction. We aim to complete the process within 60 days of receiving a complete complaint file.
From the 15 February 2016 the European Commission released a new online platform to assist consumers to resolve disputes against online retailers. Please click here for more information.
Make a Complaint
Choose the sector you wish to complain about below by clicking the arrows, then click the icon.