Consumer advice policy

If you have a problem with a business about goods or services you have purchased, you should first contact the Citizens Advice Consumer Service (CACS)

0808 223 1133

They will:

• Give you advice on how best to deal with your complaint and give you the necessary tools to do this.
• After following their advice, they may refer your case to Trading Standards for further assistance if appropriate, and in line with this Policy.

Our policy

We will only deal with complaints from vulnerable Lancashire residents, which have been referred to us by CACS and we only accept referrals if they meet the following criteria:

• You have followed all advice provided by CACS
• You have not already started court proceedings or referred your case to a Solicitor or Ombudsman.
• The redress you are seeking is less than £10,000
• The business is in the UK
• It is not a private sale
• You are acting as a consumer not a business

How we can assist

Trading Standards may be able to:

• Explain your consumer rights
  Guide you in pursuing your complaint
• Identify sources of additional help and support.
• Mediate on your behalf.

Our limitations

• We will only provide assistance if you have been referred to us by CACS.
• The level of support provided will depend on your circumstances and available resources.
• We are unable to demand refunds, replacements or apologies from a business.
• We are unable to give information about businesses.
• We are unable to stop a business from trading or close a business down.

Complaints or comments

You can ask for an explanation if you are unhappy with the level of advice or assistance offered.

If you remain dissatisfied you can ask to speak to a senior officer or refer your complaint to Lancashire County Council's complaints service.