Frequently Asked Questions

3. What benefits does CPB offer to consumers?

As a member of CPB, you benefit from:

• 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.

5. How much does CPB charge for its services?

Yearly membership:

• Individuals: £50
• Small companies: £100
• Medium-sized companies: £300
• Large companies: £1000

Service charge: We charge 15% on any refund or compensation successfully recouped from suppliers or service providers on behalf of unsatisfied consumers. This charge applies only when we secure a successful outcome for your claim.

7. How do I become a member of CPB?

Becoming a member of CPB is easy! Simply visit our website and complete the membership form or contact us by phone or email. The annual membership fee is £50, and once you are a member, you will have access to all of our services and benefits.

9. Who does CPB work with?

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.

11. How do I file claims with CPB?

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

• 1. Gather all necessary documentation

  Before filing your claim, make sure you have the following information ready:

  • Proof of purchase (receipts, invoices, order confirmations)

  • Details of the product or service (including descriptions, prices, and terms of service)

  • Any communication with the supplier or service provider (emails, messages, or phone records)

  • Photographs or evidence of faulty goods or poor services (if applicable)

• 2. Submit your claim to CPB

  You can file a claim with us through one of the following methods:

  • Online: Visit our website and fill out the online claims form. You will need to provide details about your complaint and upload any supporting documents.

  • By phone: Call us on 0203 5854002, and one of our team members will assist you in submitting your claim.

  • Email: Send an email to our claims department, including all the necessary details and supporting documents.

• 3. Claim review process

  After receiving your claim, our team will:

  • Review the details and verify the documentation.

  • Contact you for any additional information if necessary.

  • Reach out to the trader, manufacturer, or service provider on your behalf to begin negotiations.

• 4. Resolution and updates

  • We’ll keep you informed throughout the process and update you on the progress of your claim.

  • Once we reach a resolution, we will arrange for any refunds, repairs, or compensation you are entitled to.

  • If we are successful in recouping compensation, we charge a 15% fee based on the amount refunded or recovered.

• 5. Legal action (if necessary)

  If negotiations are unsuccessful, we may pursue further action by using legal avenues to enforce consumer protection laws and obtain a fair resolution.

12. How long does the claims process take?

The length of the claims process can vary depending on the complexity of the case and the response from the trader or service provider. Here’s an outline of the typical timeline:

• 1. Claim Submission

  Once you submit your claim and paid the membership fee, it usually takes 2–3 business days for us to review your documentation and begin the process.

• 2. Initial Contact with Trader or Provider

  After reviewing your claim, we will reach out to the relevant trader, manufacturer, or service provider within 5–7 business days of receiving your claim.

• 3. Negotiation and Response

  • In straightforward cases, where the trader responds promptly, disputes can often be resolved within 2–4 weeks. This includes securing refunds, repairs, or replacements.

  • In more complex cases or where there’s a delay in communication from the business, the process may take up to 6–8 weeks.

• 4. Legal Action (if required)

  If the issue cannot be resolved through negotiation, dispute resolution and requires further action (such as legal intervention), the process may extend to several months, depending on the nature of the case and court timelines.

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

13. Can I cancel my CPB membership?

Yes, you can cancel your membership with the Consumer Protection Bureau (CPB) at any time. Here’s how:

• 1. Contact Us

  To cancel your membership, you can either:

  • Email: Email our membership team with your cancellation request.

  • Phone: Call our customer service line, and one of our representatives will assist you with the cancellation process.

• 2. Refund Policy

  • If you cancel your membership within 14 days of joining, you are entitled to a full refund of your membership fee.

  • If you cancel after 14 days, the membership fee is non-refundable, but you will still receive the benefits of membership until the end of your annual term.

• 3. Effect of Cancellation

  • Once your membership is cancelled, you will no longer have access to CPB’s services, including support with consumer claims, guidance on your rights, or representation in disputes.

  • If you have an active claim with us at the time of cancellation, we will continue working on it unless you request otherwise.

If you wish to rejoin in the future, you can sign up again by paying the annual membership fee. Feel free to contact us if you have any questions about cancelling your membership!