FREQUENTLY ASKED QUESTIONS

Everything You Need to Know
About Consumer Protection

Have questions about your rights as a consumer? Find clear answers about our free assistance, what we cover, how to file a claim, and what happens next.

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1 What is the Consumer Protection Bureau (CPB)?

The Consumer Protection Bureau (CPB) is an organisation dedicated to ensuring the protection of consumer rights. We help consumers who have been misled or dissatisfied with products or services, ensuring they receive fair treatment and redress.

Based in Westminster, London, CPB operates as a UK-registered Community Interest Company established in 2011 to advance consumer rights and promote fair markets. We operate independently and do not receive industry funding.

2 How does the CPB work?

The CPB works by advocating on behalf of consumers who have experienced issues with faulty goods, poor services, misleading claims, shoddy workmanship, or unfair business practices.

We mediate between consumers and suppliers, working to resolve disputes through negotiation and, when necessary, pursuing legal action to ensure compliance with consumer laws.

3 What benefits does CPB offer to consumers?
  • Assistance in obtaining refunds, replacements, or repairs for faulty goods
  • Help with claims related to poor services, shoddy workmanship, or misleading advertisements
  • Expert guidance on consumer rights and how to enforce them
  • Representation in disputes with traders, manufacturers, retailers, service providers, and more
  • Regular updates on changes in consumer protection laws and regulations
4 How does CPB help consumers with claims?

We support consumers by:

  • Investigating the complaint and gathering evidence
  • Contacting the trader, manufacturer, or service provider on your behalf
  • Negotiating a fair resolution, such as a refund, repair, or replacement
  • If necessary, taking legal action to ensure compliance with consumer protection laws

Our team works with both individuals and businesses to resolve claims in line with applicable legislation.

5 How much does CPB charge for its services?

All services provided by the Consumer Protection Bureau (CPB) are completely free of charge. There are no registration fees, case fees or hidden charges for CPB's assistance.

6 What kind of complaints can I bring to CPB?

We handle a wide variety of complaints, including:

  • Faulty goods (e.g. defective electronics, damaged products)
  • Poor services (e.g. bad customer service, incomplete repairs)
  • Misleading claims (e.g. false advertising, misrepresentation)
  • Shoddy workmanship (e.g. poor construction, inadequate repairs)

Our team works with both individuals and businesses to resolve claims in line with applicable legislation.

7 Do I need to become a member to get help?

No. You do not need to become a member or purchase a plan to access CPB's free consumer assistance. Submit your complaint and supporting evidence so our team can assess your case.

8 What laws and regulations does CPB ensure compliance with?

We work within several key pieces of legislation to protect consumer rights:

Consumer Rights Act 2015Ensures goods and services meet acceptable quality standards and that consumers are entitled to refunds, repairs, or replacements.
Consumer Protection from Unfair Trading Regulations 2008Prohibits misleading and aggressive commercial practices.
Sale of Goods Act 1979Provides rights for consumers to receive goods that are as described, of satisfactory quality, and fit for purpose.
Supply of Goods and Services Act 1982Protects consumers in service contracts, ensuring services are carried out with reasonable care and skill.
Consumer Contracts Regulations 2013Governs distance selling, including online purchases, giving consumers the right to cancel within 14 days.

We ensure that traders, manufacturers, wholesalers, retailers, and service providers including travel agencies, transport services, insurance companies, car dealers, and banks adhere to these and other relevant laws.

9 Who does CPB work with?

CPB works with a wide range of businesses and industries, including:

  • Retailers
  • Manufacturers
  • Wholesalers
  • Service providers (e.g. travel agencies, banks, insurance companies)

We aim to ensure all these parties comply with consumer protection laws to provide fair and transparent services to their customers.

10 What should I do if I have a complaint?

If you have experienced faulty goods, a poor service, hidden charges, or any other consumer issue, take these steps:

  1. Gather your evidence keep receipts, screenshots, correspondence, or any proof of the issue.
  2. Contact CPB submit your complaint via our online complaint form, call us on +44 (0)203 585 4002, or email us directly. We aim to respond within 24–48 hours.
  3. We take it from there CPB investigates your complaint, contacts the business on your behalf, and works to secure a refund, repair, or compensation.
Ready to start? Submit your complaint online or call +44 (0)203 585 4002 to speak with our team.
11 How do I file a claim with CPB?

Filing a claim with the Consumer Protection Bureau is a straightforward process:

  1. Gather documentation proof of purchase, product/service details, communications with the supplier, and any photographs or evidence of faulty goods.
  2. Submit your claim via our online form, by phone on 0203 585 4002, or by email with all supporting documents.
  3. Claim review our team will review your documentation, contact you for any additional information, and reach out to the trader on your behalf.
  4. Resolution and updates we keep you informed throughout and arrange any refunds, repairs, or compensation you are entitled to.
  5. Legal action (if necessary) if negotiations are unsuccessful, we may pursue legal avenues to enforce consumer protection laws and obtain a fair resolution.
12 How long does the claims process take?

The length of the claims process varies depending on the complexity of the case. Here is a typical timeline:

  1. Claim submission reviewed 2–3 business days after submitting your claim. CPB does not charge a fee to review your complaint.
  2. Initial contact with trader within 5–7 business days of receiving your claim.
  3. Negotiation and response straightforward cases can be resolved within 2–4 weeks. Complex cases may take up to 6–8 weeks.
  4. Legal action (if required) if the issue cannot be resolved through negotiation, the process may extend to several months depending on court timelines.

Throughout the process, we provide regular updates on the status of your claim. Our goal is to resolve claims as quickly and efficiently as possible while ensuring a fair outcome.

13 Does CPB take a percentage of my refund or compensation?

No. CPB's consumer assistance is free. We do not charge a success fee or take a percentage of your refund or compensation for our assistance.