Citizens Advice Consumer ServiceVerified
A free, impartial advice line run by Citizens Advice. Advisers explain your consumer rights and the practical steps to put a problem right, and can pass complaints to Trading Standards.
- Helpline
- 0808 223 1133
- Website
- citizensadvice.org.uk
- Location
- UK-wide
The Citizens Advice consumer service is a free, impartial advice line run by Citizens Advice. Advisers explain your consumer rights and the practical steps to resolve a problem — they do not make binding decisions or take a case on your behalf.
How to make a complaint
The consumer service gives free, impartial advice — it does not make a complaint or take legal action for you, but an adviser can explain your rights and the best way to put things right. Here is how to get help.
- 1Call the consumer helpline
Phone the Citizens Advice consumer helpline on 0808 223 1133 (Welsh-language line 0808 223 1144, or Relay UK on 18001 then 0808 223 1133). Lines are open Monday to Friday, 9am to 5pm, and closed on bank holidays.
- 2Have your details ready
Before you call, gather the trader’s name, what you bought or paid for, the price and date, and copies of any receipts, contracts or messages — so the adviser can give you practical guidance.
- 3Get advice on your next steps
An adviser will explain your consumer rights and the steps to resolve the problem — such as what to put in writing to the trader and what to do if they do not respond.
- 4Referral to Trading Standards
Where appropriate, the consumer service can pass the details of your complaint to Trading Standards for enforcement — something you cannot do directly yourself.
What you’ll need
- The trader’s name and contact details
- What you bought or the service you paid for, with the price and date
- Copies of receipts, order confirmations or contracts
- Any correspondence with the trader
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