Making a complaint about a retail purchase

Making a complaint about a retail purchase
From homewares to perfume, stationery to clothes, this guide is for disputes arising from retail purchases, in shops or online.
It's important to allow the retailer time to put things right. That's why we can only take on a case if the item was purchased over three months ago or you have a letter from the retailer confirming they can no longer handle your complaint.
Talk to retailer
Keep note of all documentation and evidence
Be calm but assertive
Give them a chance to put things right
Not satisfied?
To download a paper application form and send it back to us, click here.
Fill out our complaint form
Let us investigate
We’ll work with you and the retailer together to reach a resolution. Our judgements are binding where necessary
To learn more, visit our FAQ and Resources area.
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