Free Dispute Resolution

It's not a perfect world and mistakes do happen from time to time. More often or not, they are quickly put right but occasionally, due to a misunderstanding or break down in communications things do go wrong.

If that happens when dealing with a site displaying the "Safer Shopping Approved" logo, we're here to help.

If you experience difficulties with an "Safer Shopping Approved" retailer and feel that your complaint hasn't been dealt with to your satisfaction, you can contact us for free help and advice.

We don't "take sides", instead we gather the facts from both the retailer and the customer to find out what's happened and advise accordingly.

If after looking at a complaint sensibly and without bias, we feel that a customer is right, we will tell the retailer and advise them what they should do to put things right. If they refuse to do that, and the complaint is a serious one then they will most likely be asked to remove the "Safer Shopping Approved" logo from the site. The customer will also be advised as to what other steps they can take (contact their local Trading Standards office for example).

If we feel that the retailer is in the right, then we will tell the customer why we think that is the case.

Ideally though, our aim is for the complaint to be resolved to the mutual satisfaction of both parties.

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