For Businesses
If we have contacted you about a customer complaint, here is how we work and how to resolve it quickly.
Most complaints are fixed fastest by a quick, fair answer from the business. We would rather help you put it right than escalate.
How We Work with Businesses
- We are an independent consumer advocacy initiative. We are not a regulator, an ombudsman or a court, and we cannot force a business to do anything.
- We contact a business about a customer’s complaint only when the customer has asked us to and has agreed in writing. We then send a clear summary of the complaint, what the customer wants and a reasonable time to respond.
- We only share what is needed. We follow our privacy notice and service standards.
- We do not publish a business name as a complaint without checking the facts. See our complaints procedure if you think we have got something wrong.
How to Resolve a Complaint We Have Raised
- Read the summary and the customer's reference.
- Check your records and reply to the contact named in our message, or to info@consumer-protection.org.uk.
- If you can fix it, say what you will do and by when. A refund, repair, replacement or apology often ends a complaint quickly.
- If you disagree, tell us why and send any evidence. We will pass it on to the customer.
Set up a Complaints Contact
If you would like us to send complaints to a named person or team, tell us below. This helps us reach the right people first time.
Ready to Take Action?
Tell us what happened. Our initial case review is free.