General Retail (online and in-store) complaints
How to make a consumer complaint with a retailer
If you’ve had a dispute with a retailer (online or in-store) and are looking to escalate the complaint for a swift resolution, then The Retail Ombudsman is here to help you get your dispute resolved.
You may have a problem or a dispute with the retailer’s goods/products you purchased or services which you have found to be unsatisfactory. If this is the case, and you have already complained to the retailer, you can use our consumer complaint form to get your complaint process started.
Before making a consumer complaint
Please note that to be eligible to make a complaint against a retailer, you must have already complained to that retailer directly in writing and either received a final written response (otherwise known as a ‘deadlock letter’) or given the retailer eight (8) weeks to respond to your dispute. The Retail Ombudsman can only deal with unresolved complaints.
Which consumer complaints does the retailer sector cover?
The retailer (online or in-store) sector covers consumer complaints against any supermarkets, high street shops, and online stores. Below is a list of popular sources of complaints which The Retail Ombudsman handles within this sector:
- High street shops
- Online stores
- Shopping centres
- Department stores
- Bridal shops
- Cycle shops
- Sports shops
- Private clinical services
If your complaint is about an airline, please click here.