CTSI logo

UK European Consumer Centre

You Said. We Did.

We welcome all feedback given to us and this page shows exactly what we are doing with that feedback.

Customer Satisfaction Survey Feedback

We take your feedback very seriously at the UK European Consumer Centre.  We regularly review the survey submissions and any negative feedback is dealt with swiftly.  If this relates to something that we are doing wrong we will act upon this in a timely manner.  If it is something that we cannot influence then we will work towards changing our procedures over time.  See below for some actions made due to your feedback. 



Quicker Response Times


You Said

"Respond more quickly than 15 working days".

We Did

We always aim to respond as soon as possible, however, we do handle a very large workload. As of 3rd May 2016, we have reduced our advertised response times to 10 working days. 


Longer Opening Hours 


You Said

"Longer opening hours to make it more convenient for us to contact you." 

We Did

From 15th February 2016, our telephone lines will now be open from 9am-5pm every weekday (excluding UK bank and public holidays).  

2014 - 2015


Clearer Telephone Charges


You Said

"Clear and transparent telephone call costs as well as a geographical number to use when calling from a mobile phone."

We Did

From July 2014, we have changed our number to a geographical number only. This will make the call costs clearer (as they will be in line with costs provided by your phone operator).




Response Times


You Said

"Respond to communications within the advertised response times." 

We Did

At the end of 2013, we amended our response times to 15 working days. This was to reflect our realistic turnaround times for communications and we will continue to monitor this to ensure it meets with our policies.


More Staff


You Said

"Employ more staff to handle the workload."

We Did

We started in 2007 with 4 members of staff, 2 of whom were advisors. We now have 12 members of staff, 7 of whom are advisors. Recruitment of staff is a resourcing issue for all companies although we are pleased to announce that our most recent advisor was recruited in December 2015. 

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: 

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 


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.