Problems with overseas sellers
There are international bodies that could become involved if you have a problem when buying from abroad. Please let them know if you do have a complaint - it might also help other people in the future.
For more on problems with overseas sellers, see Know your rights - Overseas purchases
- European Consumer Centres Network (ECC-Net)
- International Consumer Protection and Enforcer Network (ICPEN)
- Econsumer.gov
- United States
- Internet service provider
European Consumer Centres Network (ECC-Net)
ECC-Net is a network of 27 European Consumer Centres in all 25 Member States, Iceland and Norway. The Centres work together to keep EU citizens informed of their consumer rights when shopping cross border and also assisting consumers in the resolution of cross border complaints and disputes, including facilitating access to out-of-court alternative dispute resolution (ADR) schemes in participating countries.
For information on consumer rights and assistance in resolving cross-border disputes in the EU, Norway & Iceland consumers in the UK can contact the UK European Consumer Centre by emailing ecc@tsi.org.uk , through their website or on 08456 04 05 03. This service is co-funded by BERR and the European Commission and delivered by the Trading Standards Institute
Please note that if you take your complaint to an alternative dispute resolution body, you may not later be able to go to court if you are unhappy with the outcome. Check before you formally refer your dispute to the ADR body.
International Consumer Protection and Enforcer Network (ICPEN)
The OFT is a member of the ICPEN, a global network of national consumer protection agencies. Although the ICPEN does not usually help individual consumers, it has set up a system to help the voluntary settlement of relatively small cross border disputes. Where the supplier is based outside the European Union, it is possible for the OFT to pass on suitable individual consumer complaints (a special complaint form is available) to the relevant overseas agency. The complaint form will then be forwarded to the business in question for a response.
Office of Fair Trading
Fleetbank House
2-6 Salisbury Square
London EC4Y 8JX
A complaint about an overseas internet business can be registered at www.econsumer.gov, an international consumer complaint database maintained by the US Federal Trade Commission. Your information can help the authorities to crack down on dishonest internet traders in the future. Your complaint will be accessible to participating government law enforcement agencies. Most participating agencies cannot take up individual complaints - you should carefully read how they might use your details.
The site also provides general information about consumer protection in all participating countries and contact information for consumer protection bodies in those countries.
The countries involved are Australia, Canada, Denmark, Finland, Hungary, Mexico, New Zealand, Norway, South Korea, Sweden, Switzerland, the USA and the UK. The econsumer site is only intended for cross-border complaints. If your complaint is about a UK online business, you should contact either the OFT or your local trading standards authority.
If you have purchased goods from an American company then you could contact the ‘Federal Trade Commission’ (www.ftc.gov) or the branch of the ‘Better Business Bureau’ local to the trader (http://lookup.bbb.org)
For all other countries or territories you could consider speaking to the Embassy to ascertain who provides consumer advice or protection for that area, available on the Foreign and Commonwealth Office website.
If you made the link to the seller via an internet service provider (ISP), you could ask them for help. Check that your ISP is a member of the Internet Service Providers Association (ISPA). The ISPA is a trade association representing approximately 85 per cent of internet services providers in the UK. ISPA has developed a code of practice that all ISPA members must comply with. It addresses service quality and illegal material on the Internet.
Of course, for all consumer advice, you can call Consumer Direct on 08454 04 05 06.
