Help and Advice

Your consumer rights – products must be: 

  • of satisfactory quality - last for the time you would expect and be free of any defects

  • fit for purpose – fit for the use described and any specific use you made clear to the trader
  • as described – match the description on packaging or what the trader told you

Know your consumer rights 

Need help with with sorting out problems - call Citizens Advice consumer service 08454 04 05 06*

TSI is a membership and training organisation and does not give consumer advice - you need to contact the Citizens Advice consumer service, which does handle consumer enquiries.

The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues.  

You can look on or call the Citizens Advice consumer helpline on 08454 04 05 06*.

* Calls are typically charged at between 1p and 10.5p per minute depending on the time of day and telephone provider for landline customers, calls from mobiles may be considerably more. 

In cases of reported criminal behaviour, for example, scams, unsafe goods and rogue traders, the Citizens Advice consumer service will refer your details to the relevant local authority trading standards service who will  decide on what to do next.

Trading standards is a local authority regulatory service. Online guidance may be available through your local trading standards service's website for both consumers and business. Use the post code search to find your local office. If you use the advertised telephone number you may find you are correctly put through to the Citizens Advice consumer service.

Need Help?

The Trading Standards Institute is a membership and training organisation and as such we are unable to advise.


Information and support for consumers shopping across the EU

Having a problem shopping across borders in Europe?

There are two services delivered by the Trading Standards Institute that may be able to help:

UK European Consumer CentreThe UK ECC is part of the European Consumer Centre Network, made up of 29 centres throughout Europe. The aim is to provide advice and support to those who are shopping cross-border within the internal market.

They want you to feel as confident when shopping in Europe as you do at home.

In addition they provide Howard - your online shopping assistant.

Before parting with your money on the internet, it’s worth consulting Howard. Howard will research a website for you and help you decide whether to use it.

European Consumer Centre for ServicesThe European Consumer Centre for Services has been set up to assist consumers to make informed choices when looking to buy services across Europe.

The European Consumer Centre for Services provides general information on consumer laws and rights when buying a service in another EU member state, as well as contact details for organisations that could provide practical assistance in the case of a dispute.


Consumer Information Leaflets

These provide handy advice to help you avoid problems. If something has already gone wrong, there is practical advice to help you.

Business Guidance Leaflets

These provide handy advice to help you avoid problems. If something has already gone wrong, there is practical advice to help you.

Looking for business advice?