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Consumer rights advice

City Advice can help you understand your consumer rights. We offer free, impartial and confidential consumer rights advice to anyone who lives, works or studies in the City of London. When you buy goods or services the law protects your rights as a consumer. We can help if you’re treated unfairly or when things go wrong, this includes:

- Credit and store cards
- Faulty goods
- Counterfeit goods
- Poor service
- Rogue traders

What are my consumer rights?

City Advice provides support and advice on issues around buying goods or services. We can act as the first port of call before you go to trading standards. When you buy goods or services you have consumer rights, these are there to protect you from unfair treatment. The City Advice team can advise you on your rights, on how to take action and will help you with any correspondence to help your case. 

Here is how we helped one of our clients in a dispute:

I got in touch with City Advice for help with a dispute with my mobile phone company. As my contract had run its course I was keen to try another provider but when I informed my mobile phone company they charged me a fee even though the contract period had expired. I tried to deal with this myself but the phone company kept insisting that I had renewed the contract by phone when I hadn’t. I contacted City Advice who helped me to follow the phone company’s complaint procedure. We sent a recorded letter outlining my complaint and the phone company responded, admitting there had been an error and offering me a full refund. I was so pleased and really appreciated the calm and professional approach of the City Advice Team."
Charlie’s story

The Direct Gov website has a consumer rights section that contains information on your rights and the law.

How an advisor can help you

How to contact and advisor