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Consumer Advice

Last year our consumer advice section dealt with more than 3200 complaints as well as a large number of general enquiries. This web site provides information and advice 24 hours a day to help consumers solve their own problems.

In this section you will find information on the following:
  • ➢ Consumer advice
  • ➢ Template Letters
  • ➢ County Court information
  • ➢ Energy & Post
  • ➢ Scams
  • ➢ Junk Mail & Telephone Calls
  • ➢ Related links
  • ➢ European Consumer Centre for Services
Advice by phone is available from all Citizens Advice Bureau’s. In addition, we are in the process of developing a national phone service. It will become available in different parts of the UK over the next two years.
We are notified of all of the consumer advice that the Consumer helpline provides relating to an island consumer or business. If Citizens Advice believes that the enquiry should be referred for further action, e.g. a consumer requires assistance with writing letters or the complaint is of a criminal nature, the case will be referred to us where the Duty Officer will respond.
To find out more about the Citizens Advice Bureau please click HERE.
Alternatively you can write to or visit our offices to seek advice and assistance with your enquiry.
Trading Standards Service
Jubilee Stores
The Quay
Newport
Isle of Wight
PO30 2EH

We have a duty officer available on
Tuesday 9am – 4.30pm
Thursday 9am – 4.30pm

Please note that it may not always be possible to see an Officer if you haven’t made an appointment prior to visiting our offices.

Please click HERE to download our new “Be Wise, Be Safe” booklet for Island residents. Contact us if you would a copy of our “Be Wise, Be Safe” booklet to be sent out to you.


Consumer Advice


Know your Consumer Rights Campaign - the Office of Fair Trading continues to raise awareness of consumers’ rights relating to the Sale of Goods Act under the Know your Consumer Rights Campaign.


  1. Your consumer rights when buying goods and services
  1. Situations that can change your consumer rights
  1. Buying a car – your consumer rights
  1. Holidays and travel – your consumer rights
  1. Personal finance – your consumer rights
  1. Postal services – your consumer rights
  1. How to complain about goods and services
  1. Energy – your consumer rights
  1. Protect yourself from scams
  1. Get Safe Online – Free expert advice

Links to the Financial Services Authority & Financial Ombudsman Service

Financial Services Authority (FSA)

Financial Ombudsman Service
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Template Letters


Making a claim for equal liability from your credit provider

Cancelling a contract made in home or workplace

Cancelling a distance sale to buy goods

Cancelling a contract for services made by distance sale

Letter to say you received goods or service you didn’t ask for

Complaining about faulty goods

Letter to complain about a service – delays

Letter to complain about a service – costs

To complain about a service – poor standard of work

To complain about faulty goods supplied with a service

Problem with goods bought with a Hire Purchase Agreement

Letter to ask to be placed on a list of unsecured creditors

Problems with goods – letter before court action

Dispute parking ticket issued on private land

Letter to builder about poor quality work

Complaint to an energy supplier


Letters to creditors


You can use these sample letter templates to write to your creditors. You can find them in the debit and money section of the Citizens Advice Bureau Advice guide.



Before you write, ensure that:


You have a valid complaint.
You have the correct name and address of the trader or the credit company.
You have copies of any documents, receipts, guarantees or reports which you may need to send with your letter.

Remember:

Quote your reference, agreement or account number if you have one.
Keep a copy of your letter.
Don't send original documents, send copies instead.
Send your letter by Recorded Delivery.
If you don't get a reply to your letter write again after a reasonable time, e.g. 7-14 days.


Submitting a claim to the County Court:

If you have been unable to resolve your complaint to your satisfaction, you may have to pursue it through the County Court. Further information from the Court website can be found by clicking HERE.


Court Information leaflets:

Making a claim? Some questions to ask yourself (Leaflet EX301)

How to make a claim (Leaflet EX302)
A claim has been made against me - What should I do? (Leaflet EX303)
No reply to my claim form - what should I do? (Leaflet EX304)
The defendant admits my claim - I claimed a fixed amount of money (Leaflet EX309)
The defendant admits my claim - I did not claim a fixed amount of money (Leaflet EX308)
The small claims track (Leaflet EX307)
The fast track and the multi track (Leaflet EX305)


Energy & Post

From 1st October 2008, Consumer Direct has offered advice on energy supply and postal provider complaints and enquiries.

Similarly, if you have an enquiry about a postal provider, such as a courier company or Royal Mail, you should follow the links below.

However, if your complaint is due to a trader not sending you your goods you’ll probably need the advice offered in the “Consumer Advice” section above.

European Consumer Centre for Services

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The ECCS is a requirement of the European Services Directive, Article 21. It is delivered by the Trading Standards Institute and is funded by the Department for Business Innovation and Skills.


What the ECCS do?

Provide general information on consumer law and rights when buying a service in another EU State, as well as contact details for organisations that could provide practical assistance in the case of dispute.


How does this help you, the consumer?

This will make it easier for you to make more informed choices when buying services and therefore easier to choose a new and unfamiliar service provider.


How do you contact the ECCS to get the information you need?

There is a brand new website specially designed to provide you with the information you need (www.ukecc-services.net) The website also has available an online contact form, where you can submit your questions and enquires.

The ECCS also offer free telephone information, open Monday to Friday 10:00 am to 3:00 pm, closed bank and public holidays (0845 608 94 94).
Or, if you prefer you can email the ECCS directly at [email protected]



Page last updated on: 26/02/2013