To be used in conjunction with Plebble's Guide to Where to go for help with consumer problems.

Issue General General 1. Regulator Office of Fair Trading (OFT) Your local Trading Standards department 2. Association/ Ombudsman/ADRs British & Irish Ombudsman Association 3. Compensation scheme/s Small Claims Court* 4. Consumer Advice 5. Consumer Group

Consumer Direct; Citizens Consumer Focus Advice Consumer Direct; Citizens Consumer Focus Advice Consumer Direct Consumer Focus

Trading Standards Insitute Small Claims Court* Office of the Telecommunications Ombudsman (Otelo)*;Communcations & Internet Services Adjudication Scheme (CISAS)* Phonepay Plus* Energy Ombudsman* Phonepay Plus*

Communications (internet, Ofcom mobile, landlines)

Premium phone numbers Electricity & Gas

Phonepay Plus Ofgem

Phonepay Plus

Consumer Focus Consumer Focus

Electricity Standards of Consumer Direct Performance Regulations; Gas Standards of Performance*; Guaranteed Standards of Service for Gas Transportation* Guaranteed Standards Scheme* Postal Services Redress Scheme* Consumer Council for Water Consumer Direct Consumer Direct

Water Post

Ofwat Postcomm

Consumer Council for Water* Postal Services Redress Scheme* National Association of Estate Agents & Royal Institute of Chartered Surveyors (complaint resolution provided by Estate Agent Ombudsman); Association for Residential Lettings (complaint resolution provided by Dispute Service Ltd) Federation of Master Builders

Consumer Council for Water Consumer Focus Consumer Focus

Property (buying & letting) Office of Fair Trading (Estate Agents Register) or local Trading Standards department

Building contractors

local Trading Standards department

Consumer Direct

Financial Services (personal finance, insurance, mortgages, bank accounts & investments) Pensions

Financial Services Authority (FSA)

Financial Ombudsman Service*

Financial Services Compensation Scheme*

Consumer Direct; Citizens Citizens Advice Advice

Financial Services Pensions Advisory Authority (FSA); Pensions Service*; The Pensions Regulator Ombudsman*; Financial Ombudsman Service* Financial Services Authority (FSA); Office of Fair Trading (Consumer Credit Register) Financial Services Authority Financial Services Authority (FSA) Financial Ombudsman Service*; Finance & Leasing Association Arbitration Scheme Financial Ombudsman Service* Financial Ombudsman Service*; Association for Payment Clearing Systems (APACS) Credit Services Association Association of British Travel Agents (ABTA): Association of Independent Tour Operators (AITO) British Air Transport Association (BATA); Air Transport Users Council* (AUC) Association of Train Operating Companies (ATOC); Passenger Focus*; London TravelWatch* Association of British Travel Agents (ABTA): Association of Independent Tour Operators (AITO) Air Travel Organisers' Licensing (ATOL)*; EU Regulation on compensation for delayed/cancelled flights*

Pensions Advisory Service Citizens Advice

Personal Loans including car finance

Consumer Direct; Citizens Citizens Advice Advice

Debt Management Services Credit Card Providers

List of places to go for debt advice Consumer Direct

Citizens Advice Citizens Advice

Debt Collection Holidays

Office of Fair Trading Office of Fair Trading (OFT)

Consumer Direct; Citizens Citizens Advice Advice Consumer Direct Consumer Focus

Air travel

Civil Aviation Authority

Air Transport Users Council (AUC)

Air Transport Users Council (AUC)

Train travel

Office of Rail Regulation

National Rail Conditions of Passenger Focus; London Passenger Focus; London Carriage*; Train TravelWatch TravelWatch Operators' Passenger Charter

Solicitors

Solicitors Regulation The Law Society*; Legal Legal Complaints Service* Citizens Advice Authority Complaints Services* *Mandatory organisations or schemes – i.e. they cover every company operating in the corresponding industry, rather than membership scheme which only applies to members