We would always advise that in the event of a complaint, the first contact with the trader is made by you (the consumer) - preferably in the form a letter (with proof of delivery). For some general advice and tips on writing a letter, please look at our letter of complaint page. If you are not satisfied with the outcome or response from the trader, we may be able to help - on points of law, consumer entitlements, guidance on the next step - although we have no powers to compel the trader to accept our views.

Every effort is made to respond to your enquiry as quickly as possible, but at times of a high number of enquiries and requests for help, we may not respond as quickly as you - or we - would wish. Please be assured that we will respond to you as soon as we can.

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. Thank you.