Consumer advice

They also provide:

• Citizens Advice: consumer information: a series of consumer advice leaflets designed to assist you with your consumer problem
• Citizens Advice: template letters: a variety of template letters to help you in resolve your enquiry or dispute - they will help you complain about faulty goods, problems with services and traders or when having a problem with a delivery, credit agreement or a holiday issue

When buying goods or services on the high street or online, the law protects your consumer rights when things go wrong or when you are treated unfairly. This includes the purchase of faulty goods, experiencing poor service or having problems with contracts and rogue traders.

Under the Consumer Advice: Consumer Rights Act 2015, any goods that you buy must match the description, be of satisfactory quality and be fit for purpose. Services must be carried out with reasonable care and skill.

If your complaint involves a breach of criminal law, it may be necessary for Citizens Advice to share details with us so that we can help you further. We will monitor and assess the information received and investigate accordingly.

Buying goods and services from abroad

The UK International Consumer Centre provides free, impartial advice to consumers having problems with purchases made from companies based outside of the UK. They provide help with writing a complaint letter and may be able to offer you a mediation service when their advice does not satisfactorily resolve a case.

Financial services or products

For complaints about a financial service or product:

• Gov.uk: complain about a financial service or product
• Financial Conduct Authority: how to complain