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

back