Who are we?

We are the UK International Consumer Centre. We operate through the The Chartered Trading Standards Institute and have links to Trading Standards departments in the UK and consumer organisations in various countries all over the world. 

We offer free and impartial advice and to UK consumers who have encountered problems with goods or services purchased from a business based in another country 

If you have purchased goods or services from a trader based within the UK, please contact the Citizens Advice Consumer Service, who will be able to advise further.

 

What UKICC can do for you:

  • Provide legal and practical advice. The advice you receive from us will be tailored to your individual situation. Our skilled advisors will indentify the relevant areas of law and provide advice on both the legal and practical steps to take to help reach a resolution.
  • General guidance. We can provide general advice if there is anything you would like to know before purchasing from another country. 
  • Mediation. Our relationships with partner organisations often enable us to assist directly in contacting the business on your behalf. The business will be advised of their legal obligations. This can often result in a positive outcome in cases where communications may have previously broken down.
  • Intelligence sharing. We work closely with partner organisations in other countries and share information on potential crimes and problematic behaviour by companies based overseas. 

What UKICC cannot do:

  • We are not an enforcement body and as such we cannot force a company to respond to your complaint or provide a resolution.
  • We cannot take authoritative action against a businesses breaching the law, however we can share information with the organisations that have the authority to do this. 
  • We cannot represent you in court or other legal proceedings, although we may be able to provide general advice on this. 
  • We cannot provide advice in situations that fall outside of scope 

We will always try our best to help you resolve your case. Whilst we cannot guarantee a successful outcome in all cases, our service is often able to achieve a positive outcome where communications with the trader alone have previously failed.

In cases where it is not possible to reach a resolution, using our service will put you in a better position should you decide to pursue the case through the courts. Using our service will show a court that you have made reasonable steps to resolve your case amicably.

We also share information with selected enforcement bodies who can take action against companies for breaches in law. Any action is unlikely to have an effect on your individual case, but will help in preventing other consumers from being affected.

 

The UK International Consumer Centre is co-funded by the Department for Business, Energy and Industrial Strategy and the European Commission.

The Department for Business, Energy and Industrial Strategy has designated the Chartered Trading Standards Institute as the host of the UK International Consumer Centre.

The official notification to the European Commission can be found here.