Trading Standards Customer Charter
We will:
- Use our statutory powers to enforce consumer protection legislation in line with Blackpool’s enforcement policy
- Advise Blackpool residents of their statutory rights and remedies subject to our fair use policy
- Provide advice and support to Blackpool businesses in respect of their legal obligations and best practice
- Provide mediation services in relation to consumer disputes, and representation for vulnerable members of our community
- Provide presentations, displays and training events for free throughout the community
- Engage with community groups for joint action on consumer protection initiatives
- Welcome your feedback and comments in relation to how we may improve our service to you
We are unable to:
- Provide advice or support to non-Blackpool residents or traders
- Investigate or pursue complaints we feel are unjustified, uneconomical or beyond our scope to deal with.
- Act on behalf of consumers we feel are able to represent themselves or have sought legal advice elsewhere
- Pursue monies not in excess of £50
- Enter into dispute resolution for trade-to-trade issues
- Disclose any previous complaints or enquiries about Blackpool traders unless formally requested under Freedom of Information
- Advise businesses and professionals on behalf of third parties
We promise to:
- Deal with complaints in a polite, fair and efficient manner, with priority given to vulnerable complainants and those issues with a greater potential for harm
- Provide assistance to the best of our ability, and signpost those enquiries we are unable to deal with directly
- Respond to complaints, enquiries and Consumer Direct referrals as soon as possible and within three working days
- Keep you informed of any developments or outcomes in relation to civil complaints
- Guarantee confidentiality, equality and fairness, irrespective of whether you are the consumer or the trader
- Acknowledge complaints about our service within 5 days and complete the investigation within 28 days
Fair Use Policy Blackpool residents are free to seek advice on their consumer rights and remedies, request dispute resolution or assistance with small claims. Due to high levels of demand on our service, we reserve the right to limit the provision of assistance for individuals, where previous complaints have involved extensive officer intervention and casework. In cases where simple answer to a question is required, Blackpool residents are free to contact us on an unlimited basis
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