Consumers and employees

OUT-LAW is focused on the legal needs of employers and organisations, but this page includes useful links for UK consumers who may have a legal query and for employees who may have questions about their workplace rights and duties.

Employment questions

Call the Acas Helpline on 08457 47 47 47 for answers to your employment questions in confidence.

Acas (Advisory, Conciliation and Arbitration Service) is a publicly-funded, independent body that aims to improve organisations and working life through better employment relations. Its website provides lots of information on employee rights. 

Privacy and freedom of information

The Office of the Information Commissioner is the UK's independent public body set up to protect personal information and promote public access to official information. If you have a question about your privacy rights or wish to make a complaint about the use of your personal information, contact the Information Commissioner's Office or call the helpline on 08456 30 60 60.

In Scotland, freedom of information questions should be referred to the Scottish Information Commissioner.

Complaints about phone or internet services

If you have complained to your broadband provider or your mobile or fixed phone provider and that company has failed to resolve your complaint you can complain to a dispute resolution service.

All ISPs and telcos in the UK must be a member of an approved service provider. These dispute services can only resolve disputes between one of their member companies and a customer of that company.

There are currently two such services:

• Otelo (Office of the Telecoms Ombudsman)
  Members include BT, BSkyB, O2, Pipex, Talk 101, Thus, Vonage, Vodafone (see full list of Otelo members)
• CISAS (Communications & Internet Services Adjudication Scheme)
  Members include AOL, Bulldog, Be Unlimited, Clara.Net, Tiscali, Orange, T-Mobile (see full list of CISAS members)

Some complaints are better suited to Ofcom, the independent regulator for the UK communications industries, with responsibilities across television, radio, telecommunications and wireless communications services.

Retail complaints

Consumer Direct offers a free advice and information service for UK consumers and provides clear, practical advice to help sort out problems and disagreements with suppliers of goods or services. The website also allows consumers to submit complaints online and offers template letters for putting a complaint in writing. See the website or call 08454 04 05 06.

Cross-border e-commerce complaints

Econsumer.gov is a joint effort to gather and share cross-border e-commerce complaints. Complete an online complaint form to alert an overseas consumer protection body to scammers.

Consumer rights

Trading Standards offers useful guidance on your rights as a consumer, covering typical problems that arise when buying goods or services, relying on a guarantee or making a complaint.

Junk mail, spam and marketing calls

• Reduce your junk mail by signing up to the mailing preference service
• Register your phone number with the telephone preference service to stop receiving unsolicited sales and marketing calls
• Register your email address with the email preference service to reduce spam (though this is unlikely to make much difference to the volume of spam you receive)

Advertising complaints

The role of Advertising Standards Authority (ASA) is to ensure all advertising, wherever it appears, meets the standards laid down in the UK's advertising codes. The ASA's website details the rules for advertising and allows you to complain online.

Complaints about financial services

The Financial Ombudsman offers free assistance to consumers in settling their disputes with businesses providing financial services, including banking, insurance, mortgages, pensions, savings and investments, credit cards, loans and credit, financial advice, stocks, shares, unit trusts and bonds. Call the consumer helpline on 0845 080 1800 or see the website.
 
Premium-rate phone numbers

ICSTIS is the regulatory body for all premium-rate telecoms services. If you have a complaint about a premium-rate service, contact ICSTIS.

Illegal content on the web

Report illegal web content, such as child porn or material that incites racial hatred, to the Internet Watch Foundation.

Gambling regulation

The Gambling Commission regulates gambling in the public interest by keeping crime out of gambling, by ensuring that gambling is conducted fairly and openly, and by protecting children and vulnerable people from being harmed or exploited by gambling. Find out about gambling laws here.

Miscellaneous regulators

The site of the British and Irish Ombudsmen Association lists the ombudsmen and other complaint-handling bodies who may be able to help you if you have a complaint.