Frequently Asked Questions
Quick answers about how CPUK works.
Is CPUK a law firm or a regulator?
No. CPUK is an independent consumer advocacy organisation. We provide general information, a free initial case review and self-help tools. We do not provide legal advice and we are not a regulator or an ombudsman.
Does it cost anything to get help?
Our initial case review is free. If we ever recommend a service that carries a fee, we will tell you clearly before you agree to anything.
What types of problem can you help with?
Faulty goods, misleading pricing or adverts, hidden subscriptions, holiday and travel problems, vehicle and garage disputes, online and tech contracts, utilities, credit and banking charges, and telecoms and mobile plans.
Can you guarantee a refund or compensation?
No. Outcomes depend on the facts, the evidence and the response of the business. We help you understand your rights, complain to the right place and know your options if the business says no.
How long does it take?
We aim to acknowledge reports promptly. How long a case takes depends on its complexity and how quickly the business responds.
What evidence should I send?
Receipts, order confirmations, contracts, emails, screenshots, photographs and a short timeline of events. Do not send card numbers or passwords.
Do you help people outside the UK?
No. CPUK operates exclusively for consumers in the United Kingdom, dealing with UK-based businesses.
I have been scammed. What should I do first?
Contact your bank straight away, then report to Action Fraud (0300 123 2040, or Police Scotland on 101). You can also tell us using our Report a Scam page.
How do you use my personal information?
Only to review and progress your case. See our Privacy Notice for the details.
How do I complain about CPUK?
Please see our Complaints Procedure. We take every complaint seriously.