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Citizens Advice Consumer Helpline (formerly Consumer Direct)

Trained advisers offering consumer advice over the phone.

The helpline adviser can:

give you practical and impartial advice on how to resolve your consumer problem

tell you the law which applies to your situation

pass information about complaints on to Trading Standards (you can’t do this yourself)

However, the adviser can’t:

make a complaint for you

take legal action on your behalf

Before you contact the helpline:

Before you contact the helpline, you should have a pen and paper ready.

To help the adviser give you the most relevant advice, you should be ready to give them as much of the following information as you can:

brief details of your problem, eg when you paid for the item or the service, how much you paid, how you paid for it, whether you did so in a shop or online

the seller or trader’s name and address

what you’ve done so far to try to solve the issue

your reference number (if you’ve already contacted the helpline about the same problem)

They can also be contacted online (details on webpage below)

Area serviced:
03454 04 05 06
Opening times:
Mon - Fri, 9am - 5pm, closed on bank holidays
Who is it for:
Anyone with a consumer issue
Welsh - Call 08454 04 05 05
Calls to the helpline cost up to 9p per minute from a landline

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