01983 823898

When to make a complaint:
If you are not happy with the service or goods that you have received you can make a complaint, or in some cases you may be able to return the goods and secure a refund. You should check with the organisation directly to see if they have a complaints procedure, which you can usually find on their website. There are some useful tips below on how to write a good complaint letter to make sure you get all of the issues across effectively and get the best outcome.

How to complain effectively:

Most organisations have a customer services department that you can direct any issues or complaints to, if not contact the head of the organisation.

  • Act quickly. This gives the organisation an opportunity to try to fix the problem for you
  • Keep all evidence of your transaction with the organisation – this could include receipts, dates and times of phone calls, a record of who you spoke to on each occasion, quotations contracts, emails, a guarantee or warranty
  • Any supporting evidence of your complaint. This could include photographs or video footage of any damaged products

There are four main ways to complain:

  • in person
  • by telephone
  • by letter
  • online or via email

Contact the Citizens Advice consumer helpline (formerly known as Consumer Direct) if you need more help with a consumer problem.

Call the Helpline:

Citizens Advice consumer helpline: 0808 223 1133
Textphone: 18001 0808 223 1133

Lines are open Monday to Friday, 9am to 5pm. Lines are closed on bank holidays.

Calls from mobiles and landlines are free.

Other Helpful Links:

Create and download a letter to help with your problem, using one of Citizens Advice interactive sample letters. – click here to access

Updated 07/11/2021

Citizens Advice Consumer Helpline

Citizens Advice consumer helpline: 0808 223 1133
Textphone: 18001 0808 223 1133

Lines are open Monday to Friday, 9am to 5pm. Lines are closed on bank holidays.

Calls from mobiles and landlines are free.