Independent. Non-profit. Supporting consumers since 2011.
Tell us about your complaint
About Us
The Consumer Protection Bureau (CPB) is a UK-registered Community Interest Company established in 2011 to advance consumer rights and promote fair markets.
We assist consumers whose complaints have stalled, escalated, or become complex, particularly where structured intervention is required.
Based in Westminster, London, CPB operates independently and does not receive industry funding.
WHAT WE HELP WITH
From high-street purchases to complex service complaints, we help consumers across every sector.
Goods not delivered, wrong items, or refund disputes with online retailers.
Products that do not work, break early, or are not as described.
Poor workmanship, overcharging, or incomplete property repairs and renovations.
Retailers refusing to honour your statutory right to a refund, repair, or replacement.
Guidance and support if you have fallen victim to a consumer scam.
Billing disputes, unfair charges, or poor service from energy providers.
Problems with car sales, misrepresentation, or mechanical faults.
Unfair lending practices, hidden charges, or debt-related disputes.
HOW IT WORKS
CPB operates a structured complaint handling process designed to ensure that consumer cases are assessed carefully and pursued effectively where appropriate. Our approach focuses on resolving disputes through clear communication, evidence-based assessment, and responsible engagement with businesses and relevant authorities.
Submit your complaint through our secure online form. Provide a clear description of the issue and upload any relevant supporting documents.
If you are unsure whether your issue falls within consumer protection law, you are still welcome to submit your complaint. Our team will review the information and advise whether the matter can be pursued further.
We assess the complaint to determine whether it falls within CPB's scope and identify the relevant consumer protection framework.
Where the case is suitable for further action, we will inform you of the available options and the applicable case handling fee. Details of CPB's fees are available on our Pricing page.
Once the case handling fee has been confirmed, CPB may engage with the business or relevant bodies on your behalf to pursue a fair and reasonable resolution.
CPB is an independent consumer organisation. While we cannot guarantee the outcome of a complaint, we ensure that consumer concerns are presented clearly, supported by evidence, and pursued through appropriate channels.
CASE SPOTLIGHT
When a consumer was wronged, CPB investigated and escalated the case. The result: regulatory action and a fine imposed by the Abu Dhabi Global Market (ADGM). This is what consumer protection looks like in practice real accountability, real consequences.
Campaigns and Public Interest Work
Most national campaigns undertaken by the Consumer Protection Bureau originate from complaints received directly from consumers. While many complaints concern individual disputes, some reveal recurring problems affecting large numbers of people across the country. When similar complaints arise repeatedly, they can indicate a wider pattern of unfair practice, regulatory gaps, or systemic consumer detriment. In such cases, CPB may undertake a broader review of the issue. This can involve analysing complaint data, gathering evidence, conducting research, and engaging with affected consumers and relevant stakeholders. Where the evidence suggests that the problem affects a significant section of the public, CPB may launch a public campaign aimed at securing corrective action. This may include calling for regulatory intervention, improved industry practices, or reforms to existing legislation.
A CPB initiative examining structural concerns within the Financial Ombudsman Service and the effectiveness of financial dispute resolution mechanisms.
A campaign addressing disproportionate penalty charges, lack of transparency, and poor value for money within parts of the public transport system.
An initiative challenging one-sided credit referencing practices that can disproportionately harm consumers and limit their financial opportunities.
An investigation highlighting patterns of repeated company dissolution used to avoid consumer liabilities and undermine legal remedies.
CPB fills a critical gap in the consumer protection landscape. We handle cases that fall between the cracks, too complex for self-resolution, too small for legal action, but deeply impactful for the individuals affected.
We handle cases referred by Citizens Advice and police forces, freeing their resources.
Our advocacy and case work drives compliance with consumer protection legislation.
We actively campaign for legislative reforms to close loopholes exploited by rogue businesses.
OUR MISSION
“To create a marketplace where every consumer is informed, respected, and protected regardless of their means.”
WHAT FUNDING ENABLES
For vulnerable consumers
Workshops and resources
Legislative reform campaigns
More consumers protected
GET HELP
Have you already raised a complaint with the business?