contact the Citizens Advice consumer helpline. You will be offered advice on your query and the matter will be referred to us if necessary.
If you have concerns about the safety of a product that you have purchased, please
There is a general legal requirement for products that are intended for or likely to be used by consumers to be safe under normal use. In addition, a range of items are covered by specific legislation. These include toys, cosmetics, nightwear, upholstered furniture and electrical products.
What we do
We visit shops in the borough and examine and test items to ensure that they comply with safety legislation and are correctly labelled. If we have any concerns, we may sample products and submit them for testing to check that they are safe. We can use our powers to seize goods that we believe to be unsafe and the ultimate sanction is to require a product recall.
We can advise local importers and manufacturers on the requirements of safety laws relevant to their products. If your business is based in the borough and you need advice on product safety, you can contact us directly at firstname.lastname@example.org. You can also visit the Business Companion website which covers all major Trading Standards legislation.
For comprehensive and up to date guidance on how to deal with customer complaints, refunds and returns visit the Sale of Goods Act (SOGA) hub website. All the training and promotional materials provided are available to access online or to download in a variety of formats.
Merton Civic Centre
Tel: 020 8545 3025
The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues.
Contact the Citizens Advice consumer helpline