Complaints from members of the public are, in the first
instance, referred to The Citizens Advice consumer service.
They provide free, confidential and impartial advice on consumer
issues. Visit www.adviceguide.org.uk
or call the Citizens Advice consumer helpline on 08454 04 05 06
For matters other than consumer advice, our email address
and telephone 020 7361 3002. Please note that consumers
will be referred to Citizens Advice consumer service in the first
If the Citizens Advice consumer service identify a criminal
breach of trading standards or need specialist help, they may refer
the complaint to the trading standards team.
Consider the location of the offence
Please note that we can only deal with problems that occur in
the Royal Borough of Kensington and Chelsea, or if you are a
resident of the borough. If you have any doubt over which local
authority can deal with your complaint contact Trading Standards
Central, a one stop shop for consumer protection
information in the UK run by the Trading Standards Institute.
For many of our offences, the locus of an offence occurs where a
consumer decides to do something. This has become more
prevalent over recent years due to changes in consumer habits – i.e
online shopping. The offence occurs in the location where a
consumer decides to buy, not the location where the business is
If you would like to visit us, we are based at the
Council Offices, 37 Pembroke Road, W8
6PW. As we are a small team and our
role takes us out of the office we recommend
contacting us beforehand so that someone is available to speak with
What Trading Standards can't do
- we cannot close businesses down
- we cannot force a trader to give you a refund or to replace or
repair your goods
- we cannot tell you which businesses to avoid
- we cannot intervene in contractual disputes between
Which complaints do we investigate?
Every year we receive hundreds of complaints
and enquiries. Unfortunately, we can't investigate every complaint
so we prioritise the most serious cases and use the others to help
us to plan our prevention work.
We look at a number of issues to help us to
decide which cases we investigate. We can only investigate
breaches of English Criminal Law, we have no power in civil law
disputes. This means we need to be sure that we can get enough
evidence available to establish a criminal offence and that the
investigation would be in the public interest.
What happens if we investigate?
Not all investigations lead to a prosecution or court case.
Sometimes other steps, such as issuing advice or a statutory
notice, are more appropriate. We will keep you up to date with our
progress and let you know what steps we are taking.
What happens if we don’t investigate?
Unfortunately we can't investigate every
complaint but the information from all the complaints we receive is
reviewed regularly and this helps us to decide the priorities for
our prevention work. Regardless of any action we take, you
will have civil law rights that you can pursue yourself to resolve