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If things go wrong, you have a number of options:
Tell the firm
- Speak them as soon as possible. The sooner you speak to them, the more likely it is that they can do something to help.
- Confirm your questions in writing, if necessary.
If the firm is a member of a professional body
- Follow the link from their qualifications page to see if they can help - especially on technical matters.
- Many bodies, such as the OEA and BAR, have a formal process to handle consumer complaints.
Contact Consumer Direct
They will give you clear, practical consumer advice. (See the panel)
Tell Referenceline
- Please tell the firm about any concern before you tell us - it’s only fair to them.
- We will send them a copy of your response and we usually allow 20 days for you to try to resolve any issues.
- See our complaints process.
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Contact Consumer Direct
Consumer Direct provides clear, practical consumer advice. Regionally based advisors are specially trained to give practical advice on all kinds of consumer issues - from problems with cars to faulty household appliances.
Other useful links
BBC Watchdog
This includes a number of sample letters which you can tailor to your complaint.
Citizens Advice Bureau
The Citizens Advice service helps people resolve their legal, money and other problems by providing free, independent and confidential advice, and by influencing policymakers. Every Citizens Advice Bureau is a registered charity reliant on trained volunteers and funds to provide these vital services for local communities.
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