Contact the consumer service

Summary

Before you contact the consumer service, you should be ready to note down some information. 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 consumer service about the same problem) Don’t worry if you don’t have all of this information. You’ll only need to tell the adviser what you know. Citizens Advice consumer helpline: 0808 223 1133 Relay UK - if you can't hear or speak on the phone, you can type what you want to say: 18001 then 0808 223 1133 You can use Relay UK with an app or a textphone. There’s no extra charge to use it. Find out how to use Relay UK on the Relay UK website. Lines are open Monday to Friday, 9am to 5pm. Lines are closed on bank holidays. To contact a Welsh-speaking adviser: 0808 223 1144 An adviser will answer your call as soon as possible, usually within a few minutes.

Key information

• •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 consumer service about the same problem)
• •what you need advice about
• •Before you contact the consumer service, you should be ready to note down some information.
• •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
• •* your reference number (if you’ve already contacted the consumer service about the same problem)
• •Don’t worry if you don’t have all of this information. You’ll only need to tell the adviser what you know.
• •Relay UK - if you can't hear or speak on the phone, you can type what you want to say: 18001 then 0808 223 1133
• •You can use Relay UK with an app or a textphone. There’s no extra charge to use it. Find out how to use Relay UK on the Relay UK website.

Practical guidance

• •Source: [Contact the consumer service](https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/)

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