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UK European Consumer Centre

Get consumer advice from the UK European Consumer Centre

The UK ECC offers free consumer advice and support to consumers residing in the UK who are buying goods or services from traders based in other EU* countries.

* and Iceland, Norway

Contact us

If you have exhausted all options to resolve a dispute yourself then please contact us using one of our contact methods.  We would always advise that if you have a complaint against a company, that you contact them directly - preferably in the form a letter (with proof of delivery) first.  

Please ensure that all letters and emails are addressed to the UK European Consumer Centre and, where appropriate, your reference number is enclosed - this will avoid unnecessary delays in our response. 

Important Notice

We are a FREE SERVICE. We usually get involved when consumers have exhausted their own efforts to resolve a dispute directly with the trader. We are often able to get a more positive response from the trader than the consumer will have done alone.

We have counterpart offices in most European countries and are often able to contact the trader, through them.  This avoids the logistical and language difficulties Consumers often face

As we only give advice and assistance we cannot force a trader to give the consumer what they want if, ultimately they refuse to do so. We can however then go on to advise the consumer of any other steps they could take to enforce their consumer rights. 

You will receive a response from us within a maximum of 8 working days of your initial enquiry. At times of high demand, this may take longer. We will respond to you as soon as we can.

European Consumer Centre Network

The European Consumer Centres Network (ECC-Net) is an EU-wide network co-sponsored by the European Commission and the Member States. It is made up of 30 centres, one in each of the 28 EU Member States and also in Iceland and Norway.

If you live in the EU, in Iceland or in Norway, and you have a complaint against a company in another European country, or if you want to know more about your rights as a consumer, contact your country's European Consumer Centre.

List of European Consumer Centres


 

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.

We have achieved the Customer Service Excellence accreditation.  Please click here for further information

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