UK-Based Consumers
Problem with a company in the UK?
We help you take it forward.
Independent. Non-profit. Supporting consumers since 2011.
Problem with a company in the UK?
We help you take it forward.
Dealing with a UK company from overseas?
We can help.
Tell us about your complaint
Trusted and Independent
About Us
The Consumer Protection Bureau (CPB) is a UK-registered Community Interest Company (CIC) dedicated to promoting fair treatment for consumers, responsible business practices, and well-functioning markets.
Founded in 2011 and based in Westminster, London, CPB operates independently and is not a government body, regulator, ombudsman, or law firm. We do not receive funding from industry interests, enabling us to act solely in the interests of consumers and the public.
While headquartered in the United Kingdom, CPB supports consumers and engages with consumer protection issues internationally. We work with individuals, consumer organisations, businesses, regulators, and policymakers across different jurisdictions to promote fairness, transparency, and accountability in the marketplace.
Our work spans consumer complaint support, dispute resolution, consumer advocacy, market monitoring, policy reform, public awareness campaigns, research, and business engagement. We assist consumers facing complex or unresolved disputes, help businesses improve consumer practices, and work with stakeholders to raise standards and encourage better outcomes for consumers.
Through investigations, education, campaigns, and practical support, CPB seeks to give consumers a stronger voice and contribute to a marketplace where trust, value, and fairness are at the heart of every transaction.
Based in Westminster, London, CPB operates independently and does not receive industry funding.
Consumers are increasingly entering into transactions with UK-based businesses from outside the UK. When things go wrong, many are left without a clear route to seek redress.
The Consumer Protection Bureau now supports both UK and international consumers where UK-based entities are involved.
PRODUCT SAFETY WATCH
Product Safety Watch provides practical guidance to help consumers identify unsafe products and take action when something causes concern.
Read clear advice on checking products, recognising safety risks, and protecting yourself and your family.
Read product safety adviceTell us about a product that may be unsafe, faulty, or misleading so we can review the concern.
Report an unsafe productWHAT WE HELP WITH
From high-street purchases to complex service complaints, we help consumers across every sector.
Goods not delivered, wrong items, or refund disputes with online retailers.
Products that do not work, break early, or are not as described.
Poor workmanship, overcharging, or incomplete property repairs and renovations.
Retailers refusing to honour your statutory right to a refund, repair, or replacement.
Guidance and support if you have fallen victim to a consumer scam.
Billing disputes, unfair charges, or poor service from energy providers.
Problems with car sales, misrepresentation, or mechanical faults.
Unfair lending practices, hidden charges, or debt-related disputes.
CASE SPOTLIGHT
When a consumer was wronged, CPB investigated and escalated the case. The result: regulatory action and a fine imposed by the Abu Dhabi Global Market (ADGM). This is what consumer protection looks like in practice real accountability, real consequences.
HOW IT WORKS
CPB operates a structured complaint handling process designed to ensure that consumer cases are assessed carefully and pursued effectively where appropriate. Our approach focuses on working towards practical, fair and effective resolution of consumer complaints through clear communication, evidence-based assessment, and responsible engagement with businesses and relevant authorities.
Submit your complaint through our secure online form. Provide a clear description of the issue and upload any relevant supporting documents.
If you are unsure whether your issue falls within consumer protection law, you are still welcome to submit your complaint. Our team will review the information and provide professional assistance on whether the matter can be pursued further.
We assess the complaint to determine whether it falls within CPB's scope and identify the relevant consumer protection framework.
Where the case is suitable for further action, we will inform you of the available options. Consumer assistance is provided free of charge, there are no mandatory fees to pursue your complaint with CPB.
Once your case has been accepted, CPB may engage with the business or relevant bodies on your behalf to pursue a fair and reasonable resolution at no cost to you.
CPB is an independent consumer organisation. We represent consumers when dealing with businesses and organisations. While we cannot guarantee the outcome of a complaint, we ensure that consumer concerns are presented clearly, supported by evidence, and pursued through appropriate channels.
OUR APPROACH
The Consumer Protection Bureau (CPB) helps consumers seek fair solutions to complaints. Our approach is based on factual evidence, an opportunity for both parties to respond, and the relevant legal provisions.
We review the consumer’s account and available documents to understand the complaint, the action already taken and the outcome sought. We may request further information before deciding whether and how CPB can assist.
Accepting a complaint for assessment does not mean we have accepted every allegation or reached a conclusion against the trader.
We obtain the consumer’s authorisation to raise the complaint and request information on their behalf. Consumers remain responsible for providing accurate information and disclosing documents relevant to the dispute.
We put the concerns to the trader or service provider and invite a clear response, supported by relevant records. Both parties have an opportunity to explain their position, supply evidence and correct inaccuracies.
We set reasonable deadlines, taking account of the complexity and urgency of the case.
We consider contracts, quotations, invoices, payments, correspondence, photographs, technical reports and other relevant evidence.
Our assessment takes account of applicable consumer law, contractual obligations and relevant regulatory requirements. Where evidence is incomplete or conflicting, we identify the uncertainty and may seek clarification or specialist advice.
We explain our assessment and propose a practical outcome supported by the evidence. Depending on the circumstances, this may include completion of work, repairs, a refund, a price reduction, an explanation or another appropriate remedy.
Our aim is to resolve complaints fairly and promptly. We may conclude that a complaint is fully supported, partly supported or unsupported by the available evidence.
Consumers are entitled to seek CPB’s assistance. We expect traders to address the complaint and evidence rather than dismiss our involvement.
Where payment is disputed, we ask the parties to clarify the basis of the claim and consider pausing collection demands while the issues are examined. CPB’s involvement does not itself prevent court proceedings or suspend legal deadlines.
Where resolution is not achieved, we may help the consumer identify appropriate next steps, including alternative dispute resolution, referral to a relevant authority or independent legal advice.
Any public reporting will distinguish allegations from established facts, protect personal information and give the trader a fair opportunity to respond.
CPB is a consumer protection organisation, not a court or statutory enforcement body. Our assessments do not bind either party or replace a judicial decision.
We apply the same standards of accuracy, fairness and respectful conduct to our own work. We welcome corrections and will review our assessment when relevant new evidence becomes available.
Our purpose is clear: to ensure consumer complaints are heard, properly examined and pursued towards a fair resolution.
Campaigns and Public Interest Work
Most national campaigns undertaken by the Consumer Protection Bureau originate from complaints received directly from consumers. While many complaints concern individual disputes, some reveal recurring problems affecting large numbers of people across the country. When similar complaints arise repeatedly, they can indicate a wider pattern of unfair practice, regulatory gaps, or systemic consumer detriment. In such cases, CPB may undertake a broader review of the issue. This can involve analysing complaint data, gathering evidence, conducting research, and engaging with affected consumers and relevant stakeholders. Where the evidence suggests that the problem affects a significant section of the public, CPB may launch a public campaign aimed at securing corrective action. This may include calling for regulatory intervention, improved industry practices, or reforms to existing legislation.
A CPB initiative examining structural concerns within the Financial Ombudsman Service and the effectiveness of financial dispute resolution mechanisms.
A campaign addressing disproportionate penalty charges, lack of transparency, and poor value for money within parts of the public transport system.
An initiative challenging one-sided credit referencing practices that can disproportionately harm consumers and limit their financial opportunities.
An investigation highlighting patterns of repeated company dissolution used to avoid consumer liabilities and undermine legal remedies.
CPB fills a critical gap in the consumer protection landscape. We handle cases that fall between the cracks, too complex for self-resolution, too small for legal action, but deeply impactful for the individuals affected.
We handle cases referred by Citizens Advice and police forces, freeing their resources.
Our advocacy and case work drives compliance with consumer protection legislation.
We actively campaign for legislative reforms to close loopholes exploited by rogue businesses.
OUR MISSION
“To create a marketplace where every consumer is informed, respected, and protected regardless of their means.”
WHAT FUNDING ENABLES
For vulnerable consumers
Workshops and resources
Legislative reform campaigns
More consumers protected
GET HELP
Have you already raised a complaint with the business?