Consumer help, complaints, mediation and County Court: where to start

If informal discussion fails, choose the least costly process that can realistically achieve the remedy you need. Civil complaints, criminal reports and court claims serve different purposes.

1. Make a specific written complaint

Give the relevant contract date, what happened, which amount or action you dispute, the resolution you want and a reasonable deadline. Attach copies of key records and keep confirmation of delivery.

2. Contact independent consumer help

Citizens Advice offers free consumer guidance in England and Wales and can refer information to Trading Standards. Not every disagreement amounts to fraud or warrants criminal proceedings.

3. Consider negotiation and ADR

Ask about an appropriate alternative dispute resolution process or mediation. Check any settlement text carefully: it should resolve the exact issues, identify the legal parties and not make you abandon rights unintentionally.

4. Understand civil court deadlines

Before issuing a claim, follow any applicable pre-action requirements. If you receive a County Court claim against you, respond within the deadline on the papers. Some undefended claims can lead to default judgment, but not every remedy can be obtained merely by sending a request form.

5. Judgment does not guarantee payment

Even after a successful money judgment, enforcement may incur extra court fees and may fail if the debtor has no accessible assets. Also remember that winning your own claim does not automatically cancel every separate disputed invoice.

Official sources: https://www.gov.uk/consumer-protection-rights | https://www.gov.uk/respond-to-court-claim-for-money | https://www.gov.uk/make-money-claim | https://www.justice.gov.uk/courts/procedure-rules/civil/rules/pd_pre-action_conduct

Reviewed 23 October 2026. General information for England and Wales, not legal advice. This independent website is not a regulator or law firm. Legal rights depend on the particular contract and facts.