Information for consumers

Making a complaint

Your first point of call should be the Citizens Advice consumer service which provides free, confidential and impartial advice on consumer issues.

This is the national government funded consumer advice service, offering information and advice on problems with goods and services, energy and post.

• Call Citizens Advice on 08454 04 05 06 or fill in an online form from the Directgov website

The consumer service helpline is open Monday to Friday 9.00 am to 5.00 pm. If you call the Council's contact centre they can transfer your call automatically. 

All information received by the Citizens Advice consumer service relating to Southwark based businesses or consumers is passed on to trading standards for further action or monitoring. 

We receive details of some 5,000 complaints a year and, regrettably, we cannot fully investigate every one. However all information received is recorded and monitored and the information is used to help set priorities for enforcement actions or educational initiatives.

Further information on your consumer rights, how to complain to businesses and other consumer issues can be found on the Directgov website.

For more in depth or specialist advice you may also wish to visit http://www.southwarkadvice.org.uk/ which signposts a variety of local advice providers.

Other consumer protection websites

The Trading Standards Institute website is a one stop shop for consumer protection information in the UK. The site is maintained by the Trading Standards Institute (TSI), the association of trading standards professionals. This site provides a wealth of information for consumers, businesses, schools, advice and information centres and community and trade organisations. Information on product recalls can also be found here.

The Department for Business Innovation and Skills (BIS) website provides information on a wide variety of consumer subjects and explains how they have strengthened safeguards for consumers in many areas.

The Office of Fair Trading (OFT) website gives information on how to avoid scams how to find trustworthy businesses to deal with.

The UK European Consumer Centre has information on your consumer rights in Europe and assistance with any cross-border disputes.

Southwark trader award schemes

Southwark trading standards currently runs four award schemes for the following areas

• Builders and other home maintenance professionals
• Car trade
• Seatwise (child car seat safety)
• Underage sales

Microwave oven safety testing

We will carry out free leakage tests on microwave ovens for Southwark residents. For an appointment please contact us.

Southwark proof of age card (SPA)

The SPA card is London's first multi-function PASS approved proof of age card and is free to;

• students in Southwark's schools and colleges aged 16 to 25  
• Southwark residents aged 16 to 25

To find out more visit our SPA card pages.