Everything You Need to Know
About Consumer Protection

The CPB works by advocating on behalf of consumers who have experienced issues with faulty goods, poor services, misleading claims, shoddy workmanship, or unfair business practices.

We mediate between consumers and suppliers, working to resolve disputes through negotiation and, when necessary, pursuing legal action to ensure compliance with consumer laws.

• Assistance in obtaining refunds, replacements, or repairs for faulty goods
• Help with claims related to poor services, shoddy workmanship, or misleading advertisements
• Expert guidance on consumer rights and how to enforce them
• Representation in disputes with traders, manufacturers, retailers, service providers, and more
• Regular updates on changes in consumer protection laws and regulations

We support consumers by:

• Investigating the complaint and gathering evidence
• Contacting the trader, manufacturer, or service provider on your behalf
• Negotiating a fair resolution, such as a refund, repair, or replacement
• If necessary, taking legal action to ensure compliance with consumer protection laws

Our team works with both individuals and businesses to resolve claims in line with applicable legislation.

CPB offers four straightforward plans to suit different needs:

Supporter gives you access to CPB's consumer rights resources and newsletter. Bronze is a one-time fee covering a single dispute. Silver covers up to 10 cases within 12 months. Gold is for complex or multi-party disputes contact us for a tailored quote.

We handle a wide variety of complaints, including:

• Faulty goods (e.g. defective electronics, damaged products)
• Poor services (e.g. bad customer service, incomplete repairs)
• Misleading claims (e.g. false advertising, misrepresentation)
• Shoddy workmanship (e.g. poor construction, inadequate repairs)

Our team works with both individuals and businesses to resolve claims in line with applicable legislation.

Every situation is different. Here is a quick guide to choosing the right plan:

• Supporter (£15/yr) You want to stay informed about consumer rights, access CPB's resource library, and receive our newsletter, but do not currently have an active dispute.
• Bronze (£50 one-time) You have a single, specific complaint you want CPB to investigate and resolve on your behalf.
• Silver (£100/yr) You want ongoing protection and may have multiple disputes throughout the year. Covers up to 10 cases within a 12-month period with priority handling.
• Gold (price on application) Your dispute is complex, involves multiple parties, or requires more than 10 cases. CPB will create a bespoke resolution strategy for your situation.

We work within several key pieces of legislation to protect consumer rights:

We ensure that traders, manufacturers, wholesalers, retailers, and service providers including travel agencies, transport services, insurance companies, car dealers, and banks adhere to these and other relevant laws.

CPB works with a wide range of businesses and industries, including:

• Retailers
• Manufacturers
• Wholesalers
• Service providers (e.g. travel agencies, banks, insurance companies)

We aim to ensure all these parties comply with consumer protection laws to provide fair and transparent services to their customers.

If you have experienced faulty goods, a poor service, hidden charges, or any other consumer issue, take these steps:

1. Gather your evidence keep receipts, screenshots, correspondence, or any proof of the issue.
2. Contact CPB submit your complaint via our online complaint form, call us on +44 (0)203 585 4002, or email us directly. We aim to respond within 24–48 hours.
3. Choose a plan select Bronze (single case), Silver (up to 10 cases/year), or Gold (complex disputes) depending on your situation.
4. We take it from there CPB investigates your complaint, contacts the business on your behalf, and works to secure a refund, repair, or compensation. A 15% success fee applies only if we win your case.

Filing a claim with the Consumer Protection Bureau is a straightforward process:

1. Gather documentation proof of purchase, product/service details, communications with the supplier, and any photographs or evidence of faulty goods.
2. Submit your claim via our online form, by phone on 0203 585 4002, or by email with all supporting documents.
3. Claim review our team will review your documentation, contact you for any additional information, and reach out to the trader on your behalf.
4. Resolution and updates we keep you informed throughout and arrange any refunds, repairs, or compensation you are entitled to. If successful, a 15% service fee applies.
5. Legal action (if necessary) if negotiations are unsuccessful, we may pursue legal avenues to enforce consumer protection laws and obtain a fair resolution.

The length of the claims process varies depending on the complexity of the case. Here is a typical timeline:

1. Claim submission reviewed 2–3 business days after submitting your claim and paying the fee.
2. Initial contact with trader within 5–7 business days of receiving your claim.
3. Negotiation and response straightforward cases can be resolved within 2–4 weeks. Complex cases may take up to 6–8 weeks.
4. Legal action (if required) if the issue cannot be resolved through negotiation, the process may extend to several months depending on court timelines.

Throughout the process, we provide regular updates on the status of your claim. Our goal is to resolve claims as quickly and efficiently as possible while ensuring a fair outcome.

Yes. You can cancel or change your CPB plan at any time by getting in touch with our team.

1. Contact us: email or call our team with your cancellation or change request and we will process it promptly.
2. 14-day refund window: if you cancel within 14 days of purchasing your plan, you are entitled to a full refund, provided no case work has commenced.
3. After 14 days: annual plan fees are non-refundable, but you will retain full access to your plan benefits until the end of the current billing period.
4. Active cases: if you have an open case at the time of cancellation, CPB will continue working on it until it is resolved or until you formally withdraw the complaint.

Want to upgrade, downgrade, or switch plans? Simply contact us and our team will help you find the right option.