National advice - Consumer

If you have a problem with goods or services you’ve bought, you’re not alone. Most people will face a dispute with a business at some point, whether something is faulty, not as described, or doesn’t meet expectations.
The information available from this page will guide you on your rights, how to deal with the business, and hopefully to get a satisfactory outcome to your complaint.  

Try to resolve the issue yourself

It’s always best to try to fix the problem directly with the business first. Many issues can be sorted quickly with clear communication. Make sure you:
•    explain the problem in writing
•    keep copies of emails, letters and receipts
•    note dates, names and any promises made

Why keeping records matters

If your complaint is later passed to Trading Standards, the information you keep will help our advisers understand what has happened. Copies of correspondence, evidence of the fault and a clear timeline make it easier for us to assess the situation and offer the right advice.

Where this guidance comes from

The information below has been compiled by the Trading Standards Institute. For more local advice, contact South Lanarkshire's Consumer and Trading Standards Office.

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