Welcome to

The Retail Ombudsman

Who We Are

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

Our Credentials

We are approved 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. We are also approved by Ofcom, the independent regulator and competition authority for the UK communications industry.

Our Goal

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.

Online Dispute Resolution

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.

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Consumer Advice

Key Personnel

Sir Eric Peacock is the Chairman of our Independent Standards Board. Sir Eric sits on various Government management boards including: UK Trade and Investment and UK Export Finance. He previously sat on the boards of the Foreign Office and the Department for Business
Sir Eric Peacock
Chairman of our Independent
Standards Board
Dean Dunham is our Chief Executive and Chief Ombudsman. Dean is a Barrister and Solicitor-Advocate. He has over 17 years experience in consumer law and is widely considered to be one of the leading authorities in consumer rights and law.
Dean Dunham LLB (Hons)
Chief Executive / Chief Ombudsman
Latest News

The Retail Ombudsman (TRO) to appoint Independent Assessor

February 24, 2017
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What are my rights with faulty goods?

February 12, 2017
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