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UK European Consumer Centre

Complaints Procedure

Should our service fall short of  your expectations, you can find information here on how to complain to us.

Complaints Procedure

 The UK European Consumer Centre aims to provide the best possible service to all users of our service. We recognise that occasionally, things do go wrong and we will always try our best to put things right. All staff members of the UK European Consumer Centre receive regular training and guidance on how to manage complaints.


In the first instance, the team member that you normally deal with will listen to your concerns, but if you still have cause for complaint, your complaint will be escalated within the supervisory and management team.

You can expect: 

•    Your complaint to be investigated thoroughly and fairly;
•    A response from us when we say we will respond
•    Your complaint to be escalated to a more senior person in the organisation should the need arise;
•  A change in our internal procedures as a result of our investigation into your complaint (if necessary).

 An initial response will be provided within 2 working days from the date we receive your initial complaint;

How to Complain

You can complain by contacting us directly. All our contact details are given on the right hand side of this page.

If you have any questions about our complaints procedure, please do not hesitate to get in touch with us.

Contact Us

Please note that we are closed on weekends and UK bank and public holidays. 

Telephone Number:

+44(0)1268 886 690 (lines open 9am - 5pm)

Email Address:

ecc@tsi.org.uk 

Fax Number:

+44(0)1268 582 225

Postal Address:

UK European Consumer Centre

Chartered Trading Standards Institute

1 Sylvan Court, Sylvan Way

Southfields Business Park

Basildon, Essex

SS15 6TH

Please note that the UK European Consumer Centre does not offer a drop-in service.

Online Contact Form

European Union online submission form 

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Other services are also available to make contacting us as easy as possible, for example Next Generation Text Service formerly Text Relay, please use this link for more information.