Consumer advice


For advice and information on consumer issues phone 0808 223 1133 or visit GOV.UK  for your consumer rights.

Waltham Forest works in Partnership with Citizen Advice Consumer Service to provide consumers with information and assistance on their rights when purchasing goods and services.

The Consumer Protection (Distance Selling) Regulation 2000
Cancellation of Contract made in a Consumer’s Home or Place of Work 2008

The Consumer Protection (Distance Selling) Regulation 2000 states that when making purchases using the telephone, internet, fax, catalogues or digital television (methods of "distance selling") you must be given clear information regarding your order, the trader, together with cooling-off period in which you may cancel your order, and have protection against credit card fraud and against the demand for payment of unsolicited goods. Some exceptions do apply. If a fraudulent distance purchase is made using your credit card you can cancel the payment. You are also entitled to a refund from the card issuer. Fraudulent purchases and stolen cards should be reported immediately.

Trader Details

Examples of the details you should be supplied with:

  • Name of trader
  • Accurate description of goods and services
  • Prices, including taxes and delivery charges if relevant
  • Delivery arrangements
  • The existence of a right to cancel the order

Cooling-off period

The cooling-off period gives you the right to change your mind and cancel an order within seven working days. If you decide to cancel you should put this in writing. There are exceptions to your rights to cancel.

Credit card fraud Click to get info

If someone uses your credit, debit card etc. fraudulently for distance purchase, you can cancel the payment and the card issuer must refund you.

Unsolicited goods

Unsolicited goods are those that have been sent to you which you have not requested or ordered. The regulations make it a criminal offence to demand payment for goods sent in these situation.

If your complaint involves a business within the European Union you can get advice from the UK European Consumer Centre (01268 886 690) or visit

Cancellation of contract made in a consumer’s home or place of work

You are entitled to a seven day cooling-off period in writing when you purchase goods or services over £35 when you receive a visit from a business. It does not matter whether you have invited them or they turn up unsolicited. There are exceptions to the regulations. Further details can be obtained from GOV.UK

Your guide to beating the scammers

A scam is a scheme designed to con you out of your cash.

There's a scam out there for everyone. If you let down your guard and think that you won't be fooled, then you too could become a victim.

Scammers are becoming more sophisticated and aim to con us all. Deceptive premium rate competition scams, charity collection/clothing and lotteries, get-rich quick schemes, Cashback money transfer and fake credit providers are some of the favoured means of separating the unwary from their money. And the number of scams just keeps on growing.

Scams include telephone calls, letters, emails and text messages. The golden rule is that if it looks too good to be true, it probably is.

For more details on scams and how to beat them, see:

Misleading advertising Click to get info

According to the Advertising Standards Authority's codes, all advertisements must be 'legal, decent, honest and truthful'.

It is up to advertisers to prove any claims they make. If they cannot do so, the advertisement must be withdrawn or amended. For information on misleading advertising contact the Advertising Standards Authority.

For further advice, help and guidance see Waltham Forest Trading Standards.

If you don't have access to a computer, you can visit a Library Plus branch where you can use a self-service pc to log your request/report.  Staff are available to support you if you need it.​​​​​​​

Contact Click to get info

Contact Waltham Forest Trading Standards via Citizen Advice Consumer Service on 0808 223 1133 for civil advice and to report a problem with a trader or product.

Waltham Forest Trading Standards
3 The Square
E10 5NR