How to complain about an online store.

If you have an unresolved complaint with an online store, this page will help you get started.

If you’ve had a dispute with an online retailer and are looking to escalate the complaint for a swift resolution, Consumer Arbitration is here to help you get your dispute resolved. You may have a problem or a dispute with the retailer’s goods/products you purchased or services which you have found to be unsatisfactory. If this is the case, and you have already complained to the retailer, you can use our consumer complaint form to get your complaint process started.

Before making a consumer complaint

You must complaint to the retailer first. Please note that to be eligible to make a complaint against a retailer, you must have already complained to that retailer directly in writing and either received a final written response (otherwise known as a ‘deadlock letter’) or given the retailer eight (8) weeks to respond to your dispute.

Which consumer complaints does the retailer sector cover?

The retailer (online or in-store) sector covers consumer complaints against any supermarkets, high street shops, and online stores. Below is a list of popular sources of complaints which Consumer Arbitration handles within this sector:

Supermarkets
High street shops
Online stores
Furniture/furnishings
Shopping centres
Department stores
Bookstores
Bridal shops
Cycle shops
Sports shops
Private clinical services

Ways to Complain

There are three (3) ways to bring your online store complaint to Consumer Arbitration:

Use of the Consumer Arbitration Alternative Dispute Resolution scheme consists of a nominal administration fee to consumers of £10 for disputes up to the value of £750 and £25 for disputes from £750.01. The case can be submitted without the need for any independent advice or third party representation.

BY POST

You can download our paper complaint form here and send the completed form to:

Consumer Arbitration
Stratford Office Village
Unit 12 Walker Avenue, Wolverton
Milton Keynes
MK12 5TW

ONLINE

If you have access to the Internet you can file your complaint via our online portal. To access this, simply go to the homepage of the website and click on ‘START MY COMPLAINT’. As soon as you have filed your complaint you will be taken to your own personal portal page. This page provides you with live information about your claim so that you can check the progress at any time of day. Or just simply click here.

BY TELEPHONE

You can telephone us on 0203 540 8063.

START MY COMPLAINT