Consumer Focus Scotland works to secure a fair deal for consumers in both private markets and public services, by promoting fairer markets, greater value for money and improved customer service.
The role of Consumer Focus Scotland is to make all consumers in Scotland matter. We do this within the Scottish context by putting forward the consumer interest, particularly that of disadvantaged groups on society, and by working with those people who can make a difference to achieve beneficial change.
Consumer Focus has strong new legislative powers. These include the right to investigate any consumer complaint if they are of wider interest, the right to open up information from providers, the power to conduct research and the ability to make an official super-complaint about failing services.
We are not an advice agency nor are we a statutory regulator. Other bodies such as Consumer Direct, Citizens Advice, local authority trading standards and the Office of Fair Trading play these roles.
If you have a consumer problem, try to get help by:
• Contacting Consumer Direct (see below). Consumer Direct is a helpline for members of the public to contact for clear, practical consumer advice.
• Advice for individuals on energy and post is given by Consumer Direct (08454 04 05 06).
• Using the links below
• Contacting your local trading standards department
• Contacting your local citizens advice bureau.
Links to organisations that can help with consumer complaints
General consumer advice
Consumer Direct
A helpline for members of the public to contact for clear, practical consumer advice.
www.consumerdirect.gov.uk or telephone 08454 04 05 06
Citizens Advice Bureau Scotland
www.adviceguide.org.uk/scotland.htm
Trading Standards Institute
www.tradingstandards.gov.uk
The Scottish Information Commissioner
www.itspublicknowledge.info
The Office of Fair Trading
www.oft.gov.uk
Scottish Public Services Ombudsman
http://www.spso.org.uk/
Consumer Rights Expert
www.consumerrightsexpert.co.uk
Online Shopping Rights
http://www.onlineshoppingrights.co.uk/ConsumerRightsCategory.html
National Consumer Agency (Ireland)
http://www.consumerconnect.ie/eng/
Telephone, internet and broadcasting
Ofcom
Ofcom is the regulator for the UK communications industries, with responsibilities across television, radio, telecommunications and wireless communications services.
www.ofcom.org.uk/
Communications Consumer Panel
The Communications Consumer Panel’s role is to understand and respond to the interests and concerns of the consumers in the communications market place.
http://www.communicationsconsumerpanel.org.uk/
Otelo
Otelo is the telecommunications ombudsman service. It provides a free and independent service, resolving complaints between consumers and telecom companies.
www.otelo.org.uk
Internet Watch Foundation
www.iwf.org.uk
Press Complaints Commission
www.pcc.org.uk
Phonepay Plus
PhonepayPlus is the organisation that regulates phone-paid services in the UK
http://www.phonepayplus.org.uk/output/default.aspx
Post
Consumer Direct
A helpline for members of the public to contact for clear, practical consumer advice.
www.consumerdirect.gov.uk or telephone 08454 04 05 06
Sales promotions and direct marketing
The Advertising Standards Broadcasting Authority (ASBA)
The Advertising Standards Broadcasting Authority (ASBA) investigates complaints about all forms of advertising.
www.asa.org.uk
Health
NHS 24
www.nhs24.com
Heart & Stroke Information Point
www.heartstroketayside.org.uk – the Heart & Stroke Information Point website provides reliable, up to date information for patients and carers affected by heart disease and/or stroke conditions
Health Rights Information Scotland
www.hris.org.uk
Older People
Age Concern and Help the Aged Scotland
www.ageconcernandhelptheagedscotland.org.uk
Travel & Holidays
Air Transport Users Council (AUC)
www.auc.org.uk
Association of British Travel Agents Ltd (ABTA)
www.abta.com
Air Travel Organisers’ Licensing (ATOL)
www.atol.org.uk
Association of Independent Tour Operators (AITO)
www.aito.co.uk
Passenger Focus (formerly the Rail Passengers Council)
www.passengerfocus.org.uk
Timeshare Consumers Association
www.timeshare.org.uk
Construction
Construction Licensing Executive
www.clescotland.co.uk
Architects Registration Board
www.arb.org.uk
Royal Institution of Chartered Surveyors
www.rics.org
Glass and Glazing Federation (GGF)
www.ggf.org.uk
Homes for Scotland – trade body for new house builders
www.homesforscotland.com
Chartered Institute of Plumbing and Heating Engineering
www.iphe.org.uk
Scottish Building
- trade body for general builders
www.scottish-building.co.uk/
Scottish Decorators Federation – trade body for decorators
www.scottishdecorators.co.uk/
Scottish and Northern Ireland Plumbing Employers’ Federation – trade body for plumbers
http://www.snipef.org/index.htm
SELECT – Scotland’s trade association for the electrical, electronics and communications systems industry www.select.org.uk/
Insurers and Money Advice
Money Advice Scotland
www.moneyadvicescotland.org.uk
Association of British Insurers (ABI)
www.abi.org.uk
Credit Services Association
www.csa-uk.com
Council of Mortgage Lenders
www.cml.org.uk
Card Watch
www.cardwatch.org.uk
Financial Services Authority
www.fsa.gov.uk
Financial Services Ombudsman Scheme
www.financial-ombudsman.org.uk
National Debtline Scotland
http://www.nationaldebtline.co.uk/scotland/
Banking Code Standards Board
www.bankingcode.org.uk
British Insurance Brokers Association
www.biba.org.uk
Accountant in Bankruptcy
http://www.aib.gov.uk/
TrustDeed
Legal
The Law Society of Scotland
www.lawscot.org.uk
Scottish Legal Aid Board
www.slab.org.uk
Motors Vehicles
Automobile Association (AA)
www.theaa.com
Utilities – gas, electricity, water etc
Consumer Direct
A helpline for members of the public to contact for clear, practical consumer advice.
www.consumerdirect.gov.uk or telephone 08454 04 05 06
Ofgem
www.ofgem.gov.uk
Waterwatch Scotland
http://www.waterwatchscotland.org/
Water Industry Commission for Scotland
www.watercommission.co.uk
Food
Food and Drink Federation
http://www.fdf.org.uk/
Food Standards Agency (FSA)
www.foodstandards.gov.uk
British Egg Information Service
www.britegg.co.uk