Contact Us

How you can get Consumer advice or make a complaint

To make a complaint regarding goods or services you have purchased or received contact us:-

• By telephone on

  08454 04 05 06

  (local rate)
  8am to 6:30pm Monday to Friday, 9am to 1pm Saturday,



• Via the Consumer Direct website,





• In writing to the address below, or



• In person at the address below. (Note - you are welcome to report your complaint to the reception staff, however, our officers are unable to see callers in person)

How you can obtain Business advice

North Somerset businesses seeking advice click here

Where we are

For a map of the location of Somerset House and local parking facilities please click here (pdf 51kb)

How you can contact us for other matters

Telephone us (for non advice matters) on (01275) 888634.

Important:

YOU CANNOT OBTAIN CONSUMER ADVICE ON THIS LINE -
See "How you can get Consumer advice or make a complaint" above.

Send us a fax on (01275) 888683

E-mail us at Trading Standards Email

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Anonymous tipoffs

You may, if you prefer, send us anonymous tip-offs from here .....

Anonymous contact email

..... but remember, you won't receive a response.

What you can do if you think you've been unfairly treated by us

The Trading Standards Service in North Somerset is responsible for a wide range of legislation that impacts on the everyday lives of all consumers and underpins fair competition for business.

We have signed up to the Government’s ‘Enforcement Concordat’ which sets out principles of good enforcement for local regulatory services. The following paragraphs describe how officers of the Trading Standards Service will carry out their duties in compliance with the Concordat principles and what you can do if you think that the outcome of an inspection, complaint or other action taken by an officer is wrong or unfair.

In investigations that are likely to lead to prosecution different rules may need to take precedence (eg Police and Criminal Evidence Act Codes of Practice and the Service Enforcement Policy)

Officer Visits

Officers of North Somerset Trading Standards Service have the right to enter and inspect business premises at all reasonable hours. They do not have to make an appointment and they will usually come without advance notice. They carry out routine inspections and may also visit as a result of a complaint. The frequency of routine inspections depends on the potential risk posed by the type of business and it’s previous record. Some premises may be routinely inspected at 12 monthly intervals, others less often. When circumstances demand officers may also carry out follow up visits.

What powers do officers have?

Officers of the Trading Standards Service can test equipment, take samples and photographs, inspect records and documents and take copies of them. It is a criminal offence to obstruct officers in their duties.

Under certain circumstances, for example where there is a serious safety risk or where items are required as evidence, they have the powers to issue written instructions or to seize goods and documents.

What are you entitled to expect from officers?

• A courteous manner
• To be shown identification when requested
• Feedback from any complaint or inspection, such as information about problems which have been identified and guidance on how they can be avoided in the future
• A clear distinction between what the officer is recommending you to do because it is good practice and what you must do to comply with the law
• On request, to be given reasons (in writing) for any action you are asked to take
• Where there is apparent breach of the law, a statement of what the law is
• Reasonable time to meet statutory requirements, except where immediate action is necessary
• To be informed when there are procedures for appealing against action that has been taken

If you think you have been unfairly treated here are the steps you can take

1. Speak to the officer concerned. They will try to put the matter right
2. If you are not satisfied you can ask to speak, write to or email the Trading Standards Manager He/she will try to resolve the issue.
3. If there is still a problem you can speak, write to or email the Head of Environmental and Consumer Services. It is probably better to write or email at this stage, giving all the details so that thorough enquiries into the matter can be undertaken.
4. The Chief Executive Officer of North Somerset Council deals with complaints that cannot be resolved by the head of Environmental and Consumer Services.
5. Finally, the Office of the Local Government Ombudsman is a completely independent organisation which will impartially review the whole case.

North Somerset Council, Trading Standards Service, Somerset House, Oxford Street, Weston super Mare, Somerset, BS23 1TG
Telephone: 01275 884118    Fax: 01275 888683
Electronic Mail: trading.standards@n-somerset.gov.uk