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UK European Consumer Centre

Customer Service Policy

On this page you will find our Customer Service Policy. If you have any questions regarding this policy, please do not hesitate to get in touch with us.

Message from the Director

The UK European Consumer Centre is an organisation committed to empowering consumers with the knowledge and confidence to enforce their consumer rights throughout Europe. We do this by providing advice and assistance in the event of a dispute and signposting to relevant agencies. Here at the UK European Consumer Centre, we put the customer at the heart of everything that we do.

Andy Allen, UK ECC Director

You can expect:


All staff of the UK European Consumer Centre receive regular customer service training. We will always offer assistance where we can and will do so in a friendly and professional manner. The advice you receive from us will cover your legal rights and will outline all your available options so that you are armed with all the knowledge you need in order to pursue your case. We will of course, be here to help you every step of the way.

Practical Guidance

All of our highly-skilled advisors will be able to advise you on the legal basis of your query and your next steps. We will ensure that you have the knowledge to take your case forward – be it via making contact with the trader directly, via another dispute resolution body or via legal action. We will always handle enquiries with openness and fairness.


Consumers can expect to be treated fairly and equally by everyone they come into contact with in the UK European Consumer Centre. The advice we give will be impartial and will take the strengths and weaknesses of your case into account. If your enquiry falls outside of our scope, we will endeavour to signpost you to the most appropriate organisation.


As part of our ongoing commitment to provide excellent customer service, we will ensure that the service you receive is consistent. We constantly review our policies and procedures to ensure they are still relevant and keep up with customer demand.

Consultation and Feedback

We have an online customer satisfaction survey which we encourage all our customers to use. The results are regularly reviewed and are used to make service improvements. Positive comments are always fed back to staff and negative comments are used by the management to improve our service.


Here at the UK ECC, we take complaints very seriously and we seek to obtain fair and prompt solutions to complaints made against us. In the event of a complaint, please contact your case-handler who will acknowledge and assess your complaint and will either respond to you directly or allocate your complaint to the most appropriate member of the team.

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:

To save duplicate cases being created please only send us one email per issue.  If you need to send more please contact us. 

Postal Address:

UK European Consumer Centre
Chartered Trading Standards Institute
1 Sylvan Court
Sylvan Way
Southfields Business Park
SS15 6TH

Please note that the UK European Consumer Centre does not offer a drop-in service.

Fax Number:

+44(0)1268 582 225


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Other services are also available to make contacting us as easy as possible, for example Next Generation Text Serviceformerly Text Relay, please use this link for more information.

We have achieved the Customer Service Excellence accreditation. Please click here for further information

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