Complaints to The Retail Ombudsman is free of charge to consumers

We can only deal with complaints regarding businesses and traders that either;

  1. Have signed as a Member of TRO; or
  2. Agree to engage with TRO in relation to a particular complaint (meaning they have agreed to abide by TRO’s Scheme Rules and Member Rules).

Who are members of The Retail Ombudsman?

airline dispute resolution members members of untilities adr members list of the retail ombudsman non-members of the retail ombudsman Default

Types of complaints we can deal with

We can deal with most disputes between consumers and traders (which includes airlines, energy providers and retailers), including disputes in relation to:

  • Returning goods
  • Faulty goods
  • Missing parts
  • Delivery
  • Customer service
  • Pricing
  • Misrepresentation
  • Product description
  • Flights (ie: delays, cancellations etc..)
  • Boiler installations, maintenance, servicing and repairs
  • Delivery of LPG or oil to homes

Complaints we cannot deal with

We cannot deal with complaints about any of the following:

Sector Where you should take your complaint
Financial institutions(i.e. Banks)  

Financial Ombudsman –


Vehicle sales and servicing  

The Motor Ombudsman –


Estate/Letting agents  

The Property Ombudsman –

01722 333306

Ombudsman-Services –


Utility providers (water, gas, electricity) where the complaint is in relation to a domestic bill Consumer Council for Water –

Ombudsman-Services –

Phone service providers  

Ombudsman-Services – www.ombudsman-services/communications



Legal Ombudsman –

0300 555 0333


Other professional advisers Citizens Advice Bureau – who will direct you to the appropriate body


1) Before taking your complaint to any of the above organisations you must first have complained direct to the business that sold you the goods or services.

2) Complaints to The Retail Ombudsman can be submitted without the need for any independent advice or third party representation.