About Us

Investigations Team

Referral criteria

Consumer Focus Investigations accepts referrals of complaints in line with its referral criteria from:

• Other organisations, such as Trading Standards
• MPs
• Consumers
• Consumer Focus regional offices

All aspects of the referral criteria will be considered but not all the criteria will be relevant to every case. There may be other considerations which are relevant to the referral.

The referral criteria are as follows:

1. Has there been actual or potential consumer loss/detriment?
2. Is the level of detriment high or likely to be high?
3. Does the problem affect vulnerable and/or disadvantage consumers?
4. Does the problem affect a large number of consumers?
5. Is the problem widespread on a geographical or industry basis?
6. Is another complaints body currently considering or about to consider the problem?
7. Should the complaint be referred to another body?
8. Is Consumer Focus Investigations likely to achieve a positive outcome on behalf of consumers?

Referral’s can be made to the team via email: investigations@consumerfocus.org.uk or in writing to :

Consumer Focus Investigations, Consumer Focus, Portcullis House, 21 Cowbridge Road East, Cardiff, CF11 9SR.