Complaints policy
We are committed to providing a high quality, accessible and responsive service to consumers. One of the ways in which we can continue to improve our service to you and to other consumers is by listening and responding to your comments and complaints.
For advice on making a complaint about a trader, please see Making a complaint
We are always pleased to receive your comments about our work. It is useful for us to know when we have done a good job, as well as when things have gone less well. This helps us maintain and enhance our service to all our customers.
We hope you will be fully satisfied with the service you receive from Consumer Direct, but if you have a complaint about our service we want to hear from you. We will take your complaint seriously, and will address it and respond to it as quickly as possible.
You can send us your comments or complaints on our service, which we will deal with confidentially, by telephone, online or in writing.
By telephone
Please call 08454 04 05 06.
Online
To provide feedback on any part of the Consumer Direct service, see Feedback online.
In writing
If you wish to write to us with your comments or complaints about the Consumer Direct service, write to:
Consumer Direct
Office of Fair Trading
2-6 Salisbury Square
London EC4Y 8JX
Please note that you should only use this address for comments or complaints about the Consumer Direct service.
To help us investigate your complaint, please provide as much of the following information as possible when you contact us:
- Whether it is an original complaint, or a follow-up to a reply you were not satisfied with.
- A clear description of the complaint and what you would like us to do to sort things out.
- Details of any relevant case numbers or reference numbers relating to any contacts you may previously have had with Consumer Direct on this subject (for example when calling our telephone service, or sending an email to the Consumer Direct website). The case number format should be four letters and eight numbers, for example SCCO 00001234.
- Your full postal address, telephone number (including dialling code), and email address if you have one.
We will acknowledge your complaint within two working days. We hope to respond in full within this time, but if this is not possible we will explain why and give you a date by which you can expect a full reply.
When we contact you, we will also tell you what you can do if you are not satisfied with our reply - depending on the nature of your complaint you can also complain to the Parliamentary Commissioner for Administration (the Ombudsman), or to the Local Government Ombudsman.
