International Consumers Are Being Let Down by UK Businesses
Introducing the International Consumer Protection Desk (ICPD)
When things go wrong, many consumers outside the UK are left with nowhere to turn.
Over the past years, the Consumer Protection Bureau (CPB) has been contacted by consumers from across the world who entered into agreements with UK-based businesses and paid for goods or services that were never delivered.
In many of these cases, once payment was made, communication stopped completely. Consumers report a common pattern. Money is paid. Delivery does not follow. Communication ceases. This is not an isolated issue. It is a recurring and a growing pattern of cross-border consumer harm.
Why International Consumers Struggle to Get Help
For consumers based outside the UK, pursuing a complaint against a UK business is often extremely difficult. International consumers struggle to get help because:
- There is no direct access to many UK complaint mechanisms. Responses from advisory bodies are often limited or absent. Jurisdictional barriers create uncertainty.
- Legal action is costly and, in many cases, unrealistic. Most importantly, there is no local representation to act on behalf of the consumer within the UK.
In practice, this leaves many individuals without any meaningful route to pursue their case.
CPB Has Been Handling These Cases for Over a Year
We have also dealt with an art collector from Qatar who sent valuable artwork for restoration and encountered serious difficulties. In another case, a student faced issues with a UK-based intermediary arranging admission to a European university. Additional cases have involved car rental disputes and service providers failing to honour agreements.
Taken together, these cases reveal a consistent pattern of consumer harm involving UK-based entities.
Introducing ICPD: Consumer Protection Without Borders
In response to this growing need, CPB is launching
International Consumer Protection Desk (ICPD)
The ICPD is a dedicated initiative designed to support consumers outside the UK who are dealing with UK-based businesses and have been unable to obtain a fair resolution.
It provides a structured route for reviewing complaints and progressing them in a clear and organised manner.
How the ICPD Supports International Consumers
The ICPD offers a structured approach to handling cross-border complaints. Each case is reviewed carefully to understand the facts and identify the relevant legal and consumer protection framework. Where appropriate, CPB engages directly with the business concerned to seek clarification and resolution.
Where matters require further action, consumers are guided through the available escalation routes. Throughout the process, the focus remains on achieving a fair and reasonable outcome based on the merits of the case.
Filling a Gap That Should Not Exist
At present, there is no clear and accessible route for many international consumers dealing with UK-based businesses.
This gap leaves individuals exposed, particularly in situations where businesses disengage after receiving payment or fail to respond to legitimate concerns.
The ICPD has been established to address this gap and to ensure that consumers are not left without support simply because they are based outside the UK.
If You Are Facing a Dispute with a UK Business
If you are an international consumer and have experienced difficulties with a UK-based company, you can submit your case to CPB for review. Each case will be assessed on its merits, and guidance will be provided on the available options and next steps.
Submit your case