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ADR Approved Bodies

Ombudsman Services

Ombudsman Services

We resolve complaints about all sorts of things, such as:

  • Billing.
  • Customer service.
  • Installations / delays.
  • Switching suppliers.
  • Loss of service.
  • Sales.

 

 

Contact details

Address

Wilderspool Park
Warrington
WA4 6HL
United Kingdom 

Contact information

Email address: complaints@consumer-ombudsman.org
Website: http://www.ombudsman-services.org / www.consumer-ombudsman.org
Phone: 0333 300 1620


Type or sector of disputes

The entity is competent for disputes in the following sectors

  • Consumer Goods

  • food - Fruit and vegetables

  • Food - Meat

  •  Food - Bread and Cereals

  •  Food - Health food and nutrients

  •  Food - Other

  •  Non-alcoholic beverages

  •  Alcoholic beverages

  •  Tobacco

  •  Clothing (including tailor-made goods) and footwear

  •  House maintenance and improvement goods

  •  Furnishings

  •  Large domestic household appliances (including vacuum cleaners and microwaves)

  •  Small domestic household appliances (including coffee machines and food- processing appliances)

  •  Electronic goods (non-ICT/recreational)

  •  Information and communication technology (ICT) goods

  •  Leisure goods (sports equipment, musical instruments, etc)

  •  New cars

  •  Second-hand cars

  •  Other personal transport

  •  Spares and accessories for vehicles and other means of personal transport

  •  Fuels and lubricants for vehicles and other means of personal transport

  •  Books, magazines, newspapers, stationery (excluding postal delivery)

  •  Pets and pet goods

  •  Electrical appliances for personal care

  •  Cosmetics and toiletries for personal care

  •  Jewellery, silverware, clocks, watches and accessories

  •  Baby and child care articles

  •  Cleaning and maintenance products, articles for cleaning and non-durable household articles

  •  Other

  •  Energy and Water

  •  Other energy sources

  •  General Consumer Services

  •  Real estate services

  •  Construction of new houses

  •  House maintenance and improvement services

  •  House removal and storage

  •  House cleaning services

  •  Personal care services

  •  Cleaning, repair and hiring of clothing and footwear

  •  Support, research and intermediary services

  •  Maintenance and repair of vehicles and other transport

  •  Legal services & accountancy

  •  Funeral services

  •  Child care

  •  Pet services

  •  Other

  •  Leisure Services

  •  Hotels and other holiday accommodation

  •  Package travel

  •  Travel agency service

  •  Timeshare and similar

  •  Restaurants and bars

  •  Services related to sports and hobbies

  •  Cultural and entertainment services

  •  Other leisure services

 

The entity is competent for disputes against traders established in

  • Austria

  •  Belgium

  •  Bulgaria

  •  Croatia

  •  Cyprus

  •  Czech Republic

  •  Denmark

  •  Estonia

  •  Finland

  •  France

  •  Greece

  •  Hungary

  •  Ireland

  •  Italy

  •  Latvia

  •  Lithuania

  •  Luxembourg

  •  Malta

  •  Netherlands

  •  Poland

  •  Portugal

  •  Romania

  •  Nord-Vest

  •  Centru

  •  Nord-Est

  •  Sud-Est

  •  Sud - Muntenia

  •  Bucureşti - Ilfov

  •  Sud-Vest Oltenia

  •  Vest

  •  Slovakia

  •  Slovenia

  •  Spain

  •  Sweden

  •  United Kingdom


Procedure

Fees

  • No fees have to be paid by the consumer

  •  Fees have to be paid by the trader

  •  Case fees vary between £150 - £600+ (plus VAT)

  •  Annual subscriptions range from £0 to £600+ (plus VAT)

Language(s)

The entity is handling the procedure in the following languages:

  •  Bulgarian

  •  Croatian

  •  Czech

  •  Danish

  •  Dutch

  •  English

  •  Estonian

  •  French

  •  German

  •  Greek

  •  Hungarian

  •  Icelandic

  •  Italian

  •  Latvian

  •  Lithuanian

  •  Maltese

  •  Norwegian

  •  Polish

  •  Portuguese

  •  Romanian

  •  Slovak

  •  Slovenian

  •  Spanish

Average length of the procedure (in days or months)

  • The procedure has an average length of 46 days

Conduct of the procedure

  • The procedure is done: in writing, orally

  •  The entity does not require the physical presence of the parties and/or of their representative

Outcome of the procedure

  • The procedure is binding upon agreement by one or both parties

Grounds for refusal

  • The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally

  •  The dispute is frivolous or vexatious

  •  The complaint is being or has previously been considered by another dispute resolution body or by a court

  •  The consumer has not submitted the complaint to the dispute resolution body within the required time limit

  •  Dealing with the dispute will seriously affect the functioning of the dispute resolution body

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