Need advice? Get in touch.
The UK International Consumer Centre (UKICC) is an independent non-profit organisation, operated by the Chartered Trading Standards Institute (CTSI) - the official body of the UK Trading Standards profession - with funding from the UK Government, as part of their wide-ranging commitment to Consumer Protection.
Our UKICC team of advisers now help UK consumers who have experienced issues in a growing number of countries outside the 29 EU and EFTA nations. We have developed relationships with authorities in 12 Non-EU countries (including Japan, South Korea and Malaysia) - with many more in the pipeline.
We have recently celebrated the 20th anniversary of the ECC‑Network, of which the UKICC is proud to be a part. Working closely with partner organisations across Europe and beyond, we ensure that UK consumers are empowered with the knowledge and support they need to resolve issues with overseas traders.
We can assist with cross‑border consumer complaints where the consumer is resident in the UK, and the trader is based in another country.
If you are a UK business, sole trader, or acting in any professional/business capacity, we cannot assist. You may wish to seek independent legal advice or contact a relevant trade or professional body instead.
We cannot assist where both the consumer and the trader are based in the UK. You may wish to contact the Citizens Advice consumer helpline.
We can consider cross‑border consumer complaints from members of the UK Armed Forces stationed abroad.
If you are resident in an EU country, please contact your local European Consumer Centre (ECC) for support. This includes situations where you are complaining about a UK‑based trader.
If you are a non‑UK resident who is not resident in an EU country, we are unable to assist. You may wish to contact the appropriate consumer protection body in your country, and you can consult Consumers International to help identify the correct body.
Before we can assess your case, you should have already taken the following steps:
Contacted the overseas trader to try resolve the issue directly. Please keep any emails, messages, forms submitted or replies received.
Contacted your bank or payment provider to see whether you can raise a chargeback or section 75 claim.
Prepared the required documentation:
Proof of purchase (invoice, receipt, booking confirmation)
Proof of payment (e.g., bank statement screenshot, PayPal receipt)
Copies of all communication with the trader
A brief summary of the issue and the outcome you are seeking
We're here to help UK Consumers resolve disputes with companies outside of the UK. Before you get in touch, please consult our step-by-step guide detailing what you should do before our advisers can get involved with your dispute.
For more details regarding our step-by-step guide please press here
