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Complaints: What to do if things go wrong

If you have used a TSA member it is very unlikely that things will go wrong but occasionally they do. If you are not happy with the goods or services provided and wish to lodge a complaint rather than a member review, the Scheme has a complaint procedure you can follow.

  1. Raise the matter with the trader first. We would expect at TSA member to work with you to try to resolve the issue.


  2. If you require legal advice on your dispute, please contact the Citizens Advice Consumer Service (CACS) in the first instance on 03454 040506 or visit their website. CACS offer advice on behalf of trading standards and will give you guidance on your legal rights and how to proceed with your complaint.


  3. If this does not resolve the problem please contact the TSA team at tsaccredited@telford.gov.uk

    Trading standards will review the complaint and offer further advice where appropriate. In certain circumstances an officer from trading standards will work with both parties to resolve the dispute. The officer may make suggestions to both parties as to how the complaint could be successfully resolved.

    This proposal is not legally binding on the customer or the TSA member. Either party may use the civil courts to resolve a contractual dispute however it should be noted that trading standards can no longer be involved once civil proceedings are commenced.

    Please also see limitations of the TSA scheme.

Member Reviews

You may not have a complaint but would like to let us know about the service you have received from a TSA member. We welcome feedback on members, good or bad. Simply search the TSA website for the trader that you would like to review and complete the ‘submit review’ section. You can give the member a star rating and provide further information on the service you received.

Member reviews are very helpful in assisting individuals to choose which member to employ and Trading Standards monitor all reviews for standards of service.