What is Trading Standards?
Trading Standards is a service run by local authorities across the UK, dedicated to protecting consumers and ensuring businesses operate fairly and legally. Their main role is to enforce a wide range of consumer protection laws, which help to keep you safe when buying goods or services. This includes laws such as the Consumer Rights Act 2015, which sets out your rights when things go wrong with purchases, and regulations aimed at preventing unfair trading and misleading advertising.
If you have a problem with faulty goods, have been misled by advertising, or suspect a scam, Trading Standards is the organisation responsible for investigating these issues. They look into complaints about businesses that may be breaking the law, such as selling unsafe products, making false claims about their goods or services, or carrying out unfair business practices. When necessary, Trading Standards can take formal action against businesses, which might include issuing warnings, imposing fines, or even taking cases to court.
The types of problems Trading Standards deal with are wide-ranging. Common examples include faulty electrical appliances, counterfeit products, scams targeting vulnerable people, inaccurate food labelling, and unfair contract terms. They also help tackle rogue traders and doorstep crime, working to keep local communities safe.
While Trading Standards has the power to investigate and take action, they do not usually resolve individual consumer disputes or recover money for you. However, their involvement can help prevent others from experiencing the same problems and encourage businesses to change their practices.
If you need further advice or want to explore other ways to resolve a consumer issue, you can get more help with consumer issues. This broader guidance covers additional support and next steps if your problem is not fully resolved through Trading Standards.
When Should You Report to Trading Standards?
If you’ve experienced problems with a business, you might wonder when it’s appropriate to involve Trading Standards. Trading Standards is a local authority service that helps protect consumers from unfair, unsafe, or illegal trading practices. However, not every issue requires their intervention. Here’s how to decide when to report:
Common Reasons to Report
You should consider reporting to Trading Standards if you encounter situations such as:
Faulty or Dangerous Products: If a product you’ve bought is unsafe, does not meet legal safety standards, or is clearly faulty and the seller refuses to help, this is a valid reason to report.
Being Misled by a Business: If a business has provided false or misleading information about goods or services – such as fake claims about a product’s quality, origin, or effectiveness – Trading Standards can investigate.
Scams and Fraudulent Activity: If you suspect a scam, such as being asked for payment for a service that doesn’t exist, or you’ve received suspicious communications, it’s important to report this. For tips on recognising scams, see our guide on spotting and avoiding scams.
Unfair Trading Practices: This includes aggressive sales tactics, being pressured into a contract, or businesses not honouring your statutory rights under the Consumer Rights Act 2015.
Delays or Poor Service from Contractors: If a contractor repeatedly misses deadlines, does substandard work, or doesn’t follow agreed terms, you may want to report them. For practical steps, see our advice on how to speed up slow contractors.
When Reporting May Not Be Needed
Not all problems need Trading Standards involvement. For example, if you simply want a refund or replacement for a faulty item, it’s usually best to contact the seller directly first. Use the business’s complaints process and keep a record of your communications. If you’re unable to resolve the issue, you can then consider escalating it to Trading Standards.
Recognising Issues Worth Reporting
Ask yourself:
Is the problem a one-off mistake or part of a pattern of bad practice?
Has the business broken the law or put your safety at risk?
Are other consumers likely to be affected?
If the answer is yes to any of these, reporting can help prevent others from experiencing the same problem and may prompt an investigation.
What Happens Next?
When you report to Trading Standards, your information could be used to investigate and take action against the business, especially if there’s a risk to the public or evidence of widespread wrongdoing. While Trading Standards may not always respond to individual complaints, your report helps build a bigger picture of trading practices in your area.
If you’re unsure whether your issue should be reported, consider whether it involves a breach of consumer law, safety concerns, or fraudulent activity. For more detailed advice, explore our guides on spotting and avoiding scams and speed up slow contractors.
How to Report a Problem to Trading Standards
Before contacting Trading Standards, it’s important to try and resolve the issue directly with the trader or business involved. Explain your concerns clearly and keep a record of your communication, including emails, letters, and any responses you receive. Often, traders are willing to resolve complaints to maintain their reputation, so this step can sometimes solve the problem without further action.
If you’re unable to reach a satisfactory outcome, you can report the issue to your local Trading Standards office. Trading Standards services are run by local councils, and each area may have its own procedures. Usually, you’ll be able to contact them by phone or through an online form on your local council’s website. When searching for your local office, make sure you’re using your correct postcode to get the right contact details.
When making a complaint, be ready to provide as much information as possible. This should include:
Your contact details
The name and address of the trader or business
A clear description of the problem, including dates and what was promised
Copies of receipts, contracts, emails, or photographs as evidence
Details of any steps you’ve already taken to resolve the issue
Providing clear and detailed information helps Trading Standards understand your case and decide what action to take.
Some complaints might be handled differently depending on the type of goods or services involved. For example, issues with food safety, counterfeit products, or dangerous goods may be prioritised for investigation. In other cases, such as disputes about refunds or poor service, Trading Standards may offer advice but might not always intervene directly.
Remember, prevention is often better than cure. Before making a purchase, you can find a trader and check you can trust them to help avoid problems in the first place.
If you’re unsure whether your issue falls under Trading Standards, or if you need advice on your rights under laws like the Consumer Rights Act 2015, contacting your local office is a good first step. They can guide you on the best course of action or refer you to another organisation if needed.
What Happens After You Report to Trading Standards?
When you report a problem to Trading Standards, your complaint is carefully reviewed to determine the best course of action. Here’s what you can expect after making a report:
How Trading Standards Assesses Complaints
Once your report is received, Trading Standards officers will assess the details to decide whether it falls within their remit. They look for evidence of breaches of consumer protection laws, such as the Consumer Rights Act 2015 or the Consumer Protection from Unfair Trading Regulations 2008. They also consider whether the issue could affect other consumers or indicates a wider problem with a particular business or sector.
Possible Outcomes
Depending on the nature and seriousness of your complaint, Trading Standards may take several types of action:
Investigation: If your report suggests a potential breach of the law, Trading Standards may launch a formal investigation. This could involve gathering evidence, visiting business premises, or interviewing those involved.
Advice and Warnings: In some cases, they may contact the business to provide advice or issue a warning, especially if it’s a first-time or minor offence.
Legal Action: For serious or repeated breaches, Trading Standards can take enforcement action. This might include prosecuting the business in court, issuing fines, or seeking court orders to stop illegal practices.
Business Inspections: They may carry out spot checks or inspections to ensure businesses are complying with the law.
Focus on Protecting the Public
It’s important to understand that Trading Standards does not usually resolve individual disputes between consumers and businesses. Their priority is to protect the wider public by tackling unfair, unsafe, or illegal trading practices. While your report can help Trading Standards identify problem traders and prevent future harm, you may still need to pursue your own complaint or seek compensation through other channels, such as the business’s complaints process or, if necessary, the small claims court.
Response and Investigation Timescales
After you submit a report, it may take some time for Trading Standards to respond or investigate, especially if they receive a high volume of complaints. Not every report will result in direct feedback, but all information provided is valuable and contributes to their ongoing work. If Trading Standards decide to take further action, they may contact you for more details or to update you on progress, but this is not guaranteed.
For more details about the role and work of Trading Standards, you can visit the Trading Standards Institute. The Chartered Trading Standards Institute (CTSI) supports and represents trading standards professionals across the UK.
If you need further guidance on your individual rights or next steps, consider seeking independent advice or exploring other routes for resolving your issue.
Specific Reporting Guidance for Common Issues
Specific Reporting Guidance for Common Issues
When considering whether to report an issue to Trading Standards, it helps to understand how your specific problem fits within consumer protection laws. Below, you’ll find practical guidance on some of the most common issues reported by consumers in the UK, along with information on what Trading Standards can do in each case.
Faulty Goods
If you’ve bought something that turns out to be faulty, you’re protected under the Consumer Rights Act 2015. This law gives you the right to a refund, repair, or replacement if goods are not as described, not fit for purpose, or not of satisfactory quality. Trading Standards can investigate traders who repeatedly sell faulty goods or mislead customers about their rights. If you believe a business is persistently failing to meet its obligations, reporting your experience helps protect others and can lead to enforcement action.
Example: You buy a new toaster that stops working within a week. The shop refuses to offer a refund or replacement. In this case, you can report the business to Trading Standards for not upholding your statutory rights.
Misleading Advertising
Businesses must not advertise products or services in a way that misleads consumers. The Consumer Protection from Unfair Trading Regulations 2008 make it illegal for traders to give false or deceptive information, omit important details, or use aggressive sales tactics. If you encounter adverts that are unclear, exaggerated, or simply untrue, Trading Standards can investigate and take action to prevent further harm.
Example: A retailer advertises a “50% off” sale, but when you visit the shop, the prices have not changed. This could be considered misleading advertising and should be reported.
Unsafe Products
All products sold in the UK must meet strict safety standards under the General Product Safety Regulations 2005. If you believe a product is unsafe – for example, an electrical item that overheats or a toy with small parts that could be swallowed – Trading Standards can investigate and, if necessary, remove dangerous products from sale.
Example: You buy a phone charger that becomes extremely hot and emits a burning smell. Reporting this to Trading Standards can help prevent potential injuries to others.
Rogue Traders and Scams
Rogue traders often target vulnerable people with scams, overcharging, or carrying out unnecessary work. The Fraud Act 2006 and other consumer protection laws make it illegal for businesses to deceive or exploit customers. If you suspect a scam or have been approached by a rogue trader, Trading Standards can investigate and may prosecute those responsible.
Example: Someone knocks on your door offering to fix your roof, but after you pay, they disappear without doing the work. This is a common scam that Trading Standards are keen to stop.
Counterfeit Goods
Selling fake or counterfeit goods is illegal under the Trade Marks Act 1994. Counterfeit items can include clothing, electronics, cosmetics, and more. These products are often poor quality and may be unsafe. Reporting counterfeit goods helps Trading Standards trace the source and take enforcement action.
Example: You buy designer sunglasses online, but when they arrive, they are clearly fake. Reporting this helps tackle the sale of counterfeit goods.
What Happens After You Report?
When you report an issue to Trading Standards, your information is assessed to determine if further investigation is needed. While Trading Standards may not be able to resolve individual disputes, your report contributes to wider enforcement efforts and can help protect other consumers. For many issues, you may also need to contact the business directly or seek advice on your rights.
If your problem doesn’t fit into one of the categories above, Trading Standards can still offer general advice and may direct you to the most appropriate organisation for further help. Remember, detailed records – such as receipts, photos, and correspondence – will support your report and any possible investigation.
By understanding your rights and the types of issues Trading Standards can address, you can take effective action when things go wrong and help ensure fair trading for everyone.
Reporting Car Complaints to Trading Standards
If you’ve bought a car or paid for car repairs and something has gone wrong, you can report your concerns to Trading Standards. This applies whether you’ve purchased a new or used vehicle, or if you believe a garage or dealer has acted unfairly, misrepresented the car, or failed to carry out repairs to a satisfactory standard.
When should you report car issues?
You should consider reporting to Trading Standards if you experience problems such as:
Being sold a car that is not as described (for example, undisclosed accident damage or incorrect mileage)
Faults that develop soon after purchase and the seller refuses to put them right
Being misled by false advertising or omitted information
Unsatisfactory or incomplete repairs by a garage
Suspected clocking (mileage tampering) or selling of unroadworthy vehicles
Before making a report, it’s usually best to try resolving the issue directly with the seller or garage. Keep records of all communication, receipts, and any evidence related to the problem, as this will help Trading Standards assess your case.
How does the reporting process work?
You cannot contact Trading Standards directly as a consumer. Instead, you should report your issue through the Citizens Advice Consumer Service, who will pass relevant information to Trading Standards. Trading Standards may investigate serious or repeated breaches of consumer law, but they do not take up individual cases on your behalf or help you get a refund or compensation. However, your report can help prevent others from being affected and may lead to enforcement action against the business.
What happens after you report?
After you submit your complaint, you may be contacted for further details if Trading Standards decide to investigate. Their main role is to enforce laws like the Consumer Rights Act 2015, which protects you when buying goods or services. While they don’t resolve disputes for individuals, they can take action against businesses breaking the law, including issuing warnings, fines, or even prosecuting offenders.
For a step-by-step guide on how to report car complaints to Trading Standards, including what information you’ll need and what to expect from the process, visit our detailed advice page. This resource covers your rights, how to gather evidence, and the best way to make your complaint count.
Claiming Using a Warranty or Guarantee
Before contacting Trading Standards, it’s often worth seeing if your issue can be resolved through a warranty or guarantee. Many products and some services come with a warranty or guarantee from the manufacturer or retailer, which promises to repair, replace, or refund if something goes wrong within a certain period.
To claim under a warranty or guarantee, check the paperwork or product information you received at the time of purchase. This will outline what is covered, how long the cover lasts, and the steps you need to take to make a claim. Usually, you’ll need to provide proof of purchase, such as a receipt or order confirmation, and details of the problem.
It’s important to follow the correct process set out by the company. This might involve contacting their customer service team, filling in an online form, or returning the item to a store. Acting quickly is key, as many warranties and guarantees have strict time limits.
Using a warranty or guarantee can often solve your problem without needing further action. In many cases, the company will repair or replace your item, or offer a refund, saving you the time and effort of escalating the matter.
If you’re unsure how to proceed, or want more detailed guidance, you can find step-by-step advice on how to claim using a warranty or guarantee. This resource explains your rights, what information you’ll need, and what to do if your claim is refused.
Remember, making a claim under a warranty or guarantee does not affect your statutory rights under the Consumer Rights Act 2015. If the company does not resolve the issue, or if your problem is not covered by a warranty or guarantee, you can still report the matter to Trading Standards for further investigation.
If Reporting to Trading Standards Doesn’t Solve Your Problem
Even after reporting your issue to Trading Standards, you might find that your problem isn’t fully resolved. This is because Trading Standards’ main role is to investigate breaches of consumer law and protect the wider public, rather than to handle individual disputes or secure compensation for you personally. While they can take enforcement action against businesses that break the law, they usually cannot intervene directly to solve your specific case.
If you still need help after contacting Trading Standards, there are several other routes you can consider:
1. Explore Alternative Dispute Resolution (ADR)
Some businesses are members of an ADR scheme, which offers a way to resolve disputes without going to court. This could involve mediation or arbitration and is often quicker and less formal than legal action. Check if the company you’re dealing with is part of an ADR scheme and consider using this service.
2. Contact an Ombudsman
If the business is covered by an ombudsman scheme, you can ask for an independent review of your complaint. Ombudsmen are impartial and can investigate your case if you’ve already tried to resolve it directly with the business. For more information on how to contact an ombudsman in England, visit the relevant service.
3. Take Further Steps for Ongoing Problems
If your issue is still not resolved, you may need to take additional action. This can include writing a formal complaint, seeking legal advice, or considering court action as a last resort. For guidance on how to solve an ongoing consumer problem, you can follow step-by-step instructions to explore your options.
4. Get More Support and Advice
Sometimes, you need extra help to understand your rights or decide what to do next. If you’re unsure where to turn, there are resources available for further support if you need more help about a consumer issue.
Legal Context
Under the Consumer Rights Act 2015, you have certain protections when you buy goods or services. If these rights are breached, you can seek remedies such as refunds, repairs, or replacements. However, Trading Standards’ involvement is generally focused on enforcement rather than resolving individual claims. That’s why exploring the steps above is important if your issue continues.
Remember, you don’t have to face ongoing consumer problems alone. Make use of the available help and don’t hesitate to escalate your complaint when necessary.
