Call our helpline:
Ordinarily, lines are open Mon-Fri, 10pm-4pm (excl. bank holidays). Standard UK geographical (i.e. non-premium) call rates apply.
PLEASE NOTE: We’re a small team of legally-trained consumer rights advisers. Sometimes – due to reasons beyond our control (e.g. staff absence, technical issues, or exceptionally high demand) – we may need to temporarily suspend our phone lines and concentrate our efforts on Online Messages or Email Enquiries instead. During these times, we will remove the telephone number (above) and encourage you to use an alternative contact method. This also guarantees the fastest response times.
Contact us online:
At all times – particularly when the phone lines are busy or unavailable – submitting your complaint online is the best way to ensure the fastest response. You’ll be able to enter your details and the nature of your query directly into our online system – which automatically prioritises your case and triggers our initial investigation.
Or send us an email:
Click to open your default email program (if available). Currently, 90% of email enquiries receive an initial response within 2 days.
Check our Contact page for more ways to get in touch – and please read our Step-by-Step Guide detailing what you should do before we get involved in your dispute.
What can we do for you?
If you are a UK-based consumer, experiencing a problem with a company in another country and unsure what to do about it – please get in touch. The UK International Consumer Centre (UKICC) specialises in cross-border disputes, between UK consumers and businesses in other countries. We can let you know your rights, help determine the best course of action and, possibly, intervene on your behalf – all free (we never charge fees or commission – and don’t sell any products or services).
Our friendly and knowledgeable Consumer Rights Advisors are based here, in the UK – and can be contacted by phone, email, or via our online messaging system. When you submit a query online, you will be prompted to enter the details of your query directly into our database – this is the fastest way to have your case opened and query investigated. Otherwise, the Helpline is normally open Mon-Fri, 10am to 4pm (except Bank Holidays). We’ll take your details and pass them on to the assessment team – who may be in touch to request further information. Calls within the UK are charged at the standard rate (check your phone provider for details).
Alternatively, if you prefer to email us – 90% of email enquiries receive an initial response within 3 working days – please include your Full Name, Phone Number and UK Address in your message and provide all the details you can about the issue itself (including the Name, Contact Details and Address of the business you’re in dispute with, details of the transaction and any relevant dates). Help us help you – and we’ll do our best to find a way forward.
We may be able to help, if you . . .
Have a problem with a trader based outside the UK (e.g. an online retailer located in an EU country, or elsewhere in the world).
Have a problem with something you bought, or a service you paid for, while you were abroad.
Are thinking of buying goods or services from a non-UK company and want to know how to avoid potential issues.
Wherever possible, the UKICC can provide Legal and Practical Advice to help resolve your problem. Unlike most other advisories, we have longstanding relationships with many Partner Organisations in countries around the world – including national and international Trading Standards authorities (or their equivalent) and other Consumer Protection organisations.
In some instances, where our advice has not been enough to resolve an issue, we may be able to provide further support up to and including contacting the trader on your behalf. We can also provide advice on How to Avoid Problems when buying from abroad.
What is the UKICC?
The UK International Consumer Centre (UKICC) is an independent, non-profit organisation, operated by the Chartered Trading Standards Institute (CTSI) – the official body of the UK Trading Standards profession – part-funded by the UK Government, as part of their wide-ranging commitment to Consumer Protection.
We were established in 2007, to provide completely free advice and assistance to consumers experiencing problems with purchases made from companies based in another country. We work with partner organisations in various other countries to ensure UK consumers have the knowledge they need to resolve issues with a company. These partnerships enable us to get involved in some instances and make contact with the company on behalf of the consumer. This can be particularly helpful in cases where you have previously been unable to reach an amicable solution.
PLEASE NOTE : The UK International Consumer Centre (UKICC) was previously called the UK European Consumer Centre (UKECC), prior to the UK’s departure from the EU (at the time, we received funding from the EU). The UKICC team of advisers can now help UK consumers who have experienced issues in a growing number of countries outside the EU too. In addition to our longstanding relationships with consumer organisations in 29 EU and EFTA nations, we have already developed relationships with authorities in 12 Non-EU countries (including Japan, South Korea and Malaysia) – with many more in the pipeline.
Other Consumer Resources
Had a problem with a purchase from a company in the UK? The Citizen’s Advice Consumer Line can help you to resolve any issues you may have.
Buying goods or services in the UK? Look out for companies that have signed up to the Trading Standards Approved Code of conduct.
The Chartered Trading Standards Institute is a not-for-profit campaigning organisation – and the voice of the UK Trading Standards profession.