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What does the Consumer Council do?

The Consumer Council handles complaints about buses, trains, planes, ferries, natural gas, electricity, coal and water. In this section, you will find information about making a complaint effectively and more information on energy, transport and water complaints.

If you want to make a complaint, contact our Consumer Support team on 0800 121 6022 or make a complaint online or click here for relevant leaflets Complaints Leaflet and Can't Complain, Won't Complain

(Please note: calls maybe recorded in order to improve the quality of our service and for business purposes)

• Consumer information and leaflets

  Energy

  Water

  How to Complain Effectively

  Helpful tips and advice

• Know your rights. If you need help with this, contact Consumerline on 0845 600 6262 or ask your local independent advice centre.
• Don't delay in making your complaint. If you do, some traders may take this as a sign that you weren't concerned and you may also lose your right to a refund.
• Know what you want. Tell the trader if you want a refund, replacement or credit note.The company’s return and complaints handling policies will affect the outcome of your complaint – check before buying what the company/supplier policy is
• Complain politely but firmly to someone in authority. Be determined. Don't be fobbed off by excuses like:

1. We'll have to send it back to the manufacturer. This is not true. If you have bought faulty goods, it is up to the trader to deal with the problem.
2. We don't give refunds or there are no refunds are given on sales goods. If you've bought goods which you find later to be faulty, not described properly or not fit for the purpose you had specified, (and you haven't had them for too long), you may be entitled to your money back or a repair or replacement, provided you take the goods back to the seller without delay
3. You're too late. You should have complained within a month. This is not true. What you are entitled to depends on how long you've had the goods and how serious the fault is.
4. We can't do anything without a receipt. This is not strictly true, although you'll need to be able to prove where and when you bought the goods and how much they cost. A credit card slip or your cashed cheque might do.

• Keep a record of everything you do in connection with your complaint. This includes dates of telephone calls or other conversations, who you spoke to and what was said. Keep copies of all invoices, receipts, letters, contracts etc.
• If you're getting nowhere by talking to or trying to talk to the trader, write a letter.

Send it to the manager (addressed by name if you know it), keep a copy of it and use recorded delivery. Don't get angry, but stick to the facts and say exactly what you want done about your problem. To show that you mean business, refer to the law - for goods, the Sale of Goods Act 1979 (as amended by the Sale and Supply of Goods Act 1994 and The Sale and Supply of Goods to Consumers Regulations 2002), and for services, the Supply of Good and Services Act 1982.

Finish your letter by giving the trader (say) fourteen days (or whatever period you think is reasonable) to respond. If you're determined to take your complaint to court if necessary, you may wish to add that if you don't get a satisfactory reply by the due date, you will take legal action.

If your complaint remains unsettled...

If your complaint remains unsettled, check whether the person you are complaining to is a member of an ombudsman scheme or of a trade association with a low cost arbitration service. An arbitration scheme is where an outsider looks into a dispute and decides who is right. Both parties have to agree to arbitration and are bound by the decision. This means that you cannot take legal action once you have agreed to arbitration.

There are many watchdog organisations, trade associations, professional bodies and others who will help you with your complaint. Make sure you ask for advice or help from the appropriate organisation.

Most complaints are settled without the need for legal action. In some cases, you may have to go to to court to resolve the problem. If your complaint involves £2,000 or less, you can take your case yourself to the Small Claims Court. For amounts over £2,000, personal injury claims and other claims, you will have to go to the County Court.

If you're thinking of taking legal action, make sure you first talk to Consumerline on 0845 600 6262, your local independent advice centre or a solicitor if necessary. Some solicitors will give you a fixed fee interview.

Consumerline

Consumerline website and helpline is a one-stop-shop for Northern Ireland consumers. When things go wrong, consumers want help to get the problem sorted quickly and with minimum hassle. Help is only one click or telephone call away with Consumerline. 

What does the service offer?

The award-winning website www.consumerline.org gets more than 151,000 hits per month. It provides consumer advice and guidance on a wide range of issues from buying computers to managing money. The telephone helpline deals with consumer issues including complaints about defective goods and services. Consumers can make a complaint by telephone on 0845 600 6262 or by e-mail: complaints@consumerline.org