Live in the UK and have bought goods in the UK

The UK European Consumer Centre provides advice and assistance to consumers based in the UK who have a dispute with a business based in a different country within the EU, including Iceland and Norway.

If you are a UK consumer, who has a problem with a UK trader we are unable to accept your case, but we can provide some basic information to try and resolve your complaint.

Contact

The first step we would advise is to make contact with the trader and talk to them. There are times where a trader may not be aware of the problem and an initial contact is all that is needed in order to sort everything out.

Letter of complaint

If, however, the trader does not respond to you or their response is not what you where looking for we would advise sending a letter, preferably with proof of delivery. It would be advisable to keep a copy of this letter for your records. The letter should be done in a clear, polite and positive manner. Please view our letter of complaint page to be provided with further assistance in writing a letter.

Consumer advice leaflets from the Trading Standards Institute

If you would like to obtain further information on your rights as a UK consumer against a UK trader please visit the Trading Standards Institute where you will find information leaflets on your rights when buying goods, services, and other important consumer issues.

Consumer advice from Consumer Direct and Consumerline

If you are a UK consumer that wishes to speak to an consumer advisor or have a dispute with a UK trader you should contact Consumer Direct. This is a consumer advice line provided by the government.

If you live in Northern Ireland you are able to contact Consumerline in order to find out about your consumer rights and be provided with help to resolve your problem.

The UK European Consumer Centre has available a free newsletter, “UK ECC – your update”. The aim of the newsletter is to provide you, the consumer, with a flavour of what the UK ECC does, provide examples of cases we have been working on and, more importantly, provide you with the best advice on cross-border shopping.

If you are interested in subscribing to our newsletter please complete the form on our subscription page. Once you have subscribed you will receive confirmation of your subscription and then you will receive the latest copy of our newsletter, with new ones being provided when they are released.

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