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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

"10 working days seems too long to wait for a response"

We did

We continue to handle a large workload of consumer enquiries and complaints however with the addition of new staff and revisiting our processes we have now reduced our response time to a maximum 8 working days from when you send the communication.

Extra services

You said

"Why are you are not able to deal with my enquiry/complaint" 

We did

We have updated our process in reviewing your enquiries /complaints when they are first received by us. As we also provide other advice services at the contact centre the transition between the service we use to help you should be seamless and go un noticed.

Complaints procedure

You said

"Why do I have to wait 2 days for my complaint to be escalated to a manager?"

We did

We understood that it can be frustrating waiting for a call back about your complaint.  You can now expect that your complaint will be dealt with straight away, as long as a manager is available.  If a manager is not available to take the call then you will be told when they will contact you, usually within 24 hours.

Phone message repeating

You said 

"Your phone hold message repeats too often and is annoying"  

We did

We understood your concerns and appreciated that the message was annoying when you have been holding longer than we anticipated.  The hold message will now only repeat once before you hear a ring.

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.