Businesses & Traders
Support for complaints involving businesses, retailers, traders, and commercial organisations.
ABOUT THE CONSUMER PROTECTION BUREAU
Fighting for Consumers
Since 2011
Founded as a Community Interest Company and registered in the United Kingdom, CPB stands as a community-focused organisation and the corporate social responsibility arm of CRC. We are dedicated to upholding consumer rights and ensuring compliance with consumer protection laws.
WHO WE ARE
The Consumer Protection Bureau (CPB) is a UK-registered Community Interest Company (CIC) and an independent consumer advocacy organisation established to support and empower consumers.
CPB is actively engaged in:
- Promoting consumer rights
- Protecting individuals from abusive and unscrupulous traders and service providers
- Exposing unfair practices and scams
- Representing consumer interests in policy and regulatory discussions to ensure that the consumer voice is properly heard when changes are made
We operate as an independent organisation based in Westminster, London, providing structured support in consumer complaints, dispute resolution, and escalation pathways.
Our work is driven by a simple principle: consumers should not be left without practical support when things go wrong.
WHAT WE DO
Our Role
CPB operates as both a consumer advocacy organisation and a structured complaint-handling and dispute support body. We works to support consumers by combining advocacy with structured complaint handling to help progress unresolved disputes effectively.
Key Functions
- Structured review of consumer complaints
- Direct engagement with businesses to seek resolution
- Support in obtaining refunds, repairs, replacements, or compensation
- Guidance on escalation routes, including court and tribunal processes
- Access to independent legal professionals where appropriate
Focus Areas
Complex or Stalled Complaints
We focus on disputes that have become difficult to resolve through standard channels.
Misrepresentation or Service Failure
We support consumers affected by inaccurate claims or poor service delivery.
Consumer Inability to Progress Cases
We assist individuals who are unable to move their complaint forward independently.
Cross-Border Disputes
We handle cases involving UK-based businesses and international consumers.
CPB's role is to provide structured, practical, and persistent support to help consumers move disputes toward fair and reasonable outcomes.
COMPLAINT RESOLUTION SERVICES
Our Complaint Handling Function
At the core of CPB's work is a structured complaint-handling service designed to help consumers progress disputes effectively, fairly, and professionally.
Receive and Review Complaints
We assess complaints, supporting evidence, and key dispute issues.
Business Engagement
We contact businesses directly on behalf of consumers.
Resolution Support
We seek refunds, repairs, replacements, compensation, and other appropriate remedies.
Case Monitoring
We maintain records and monitor complaint progress throughout the process.
Escalation Guidance
We advise consumers on escalation options where resolution is not achieved.
Legal Referral Support
Where appropriate, we help consumers access independent legal professionals.
This function ensures consumers are not left to navigate complex disputes alone. It also helps CPB identify recurring patterns of unfair practice, supporting wider advocacy, policy engagement, and consumer protection campaigns.
WHO WE SUPPORT
Who Can We Help?
CPB assists consumers in the United Kingdom and internationally. We support individuals seeking assistance with complaints, disputes, and unresolved issues involving a wide range of organisations and service providers.
Manufacturers
Assistance with issues involving products, warranties, quality concerns, and manufacturer-related disputes.
Service Providers
Support with disputes relating to services, contracts, and consumer agreements.
Professional Bodies
Assistance with concerns involving professional organisations and industry bodies.
Regulators & Public Authorities
Guidance and support where concerns involve regulators, public authorities, or administrative bodies.
International & Cross-Border Matters
Support for disputes involving organisations located both within and outside the United Kingdom.
Where a consumer requests our assistance, CPB may provide advice, advocacy, case assessment, dispute resolution support, and direct engagement with the organisation concerned on the consumer’s behalf.
Whether your complaint involves a company in the UK or elsewhere, we will consider your case and advise whether we are able to assist.
OUR APPROACH
How We Differ from Other Services
The UK has several established consumer protection bodies, including advisory services, regulators, and ombudsman schemes. CPB complements this wider framework by providing direct, case-led support for consumers navigating unresolved disputes.
What Many Services Provide
- Guidance rather than direct intervention
- Sector-specific or jurisdiction-limited support
- Waiting periods before escalation
- Limited involvement in pursuing individual outcomes
How CPB Supports Consumers
- A proactive, case-led approach
- Direct engagement with businesses
- Ongoing support from complaint through escalation
- Assistance for both UK-based and international consumers
CPB is designed to work alongside existing consumer protection frameworks by providing structured intervention, continuity, and practical support throughout the complaint resolution process.
GOVERNANCE and STRUCTURE
Our Structure as a Community Interest Company
CPB is registered as a Community Interest Company (CIC), reflecting our commitment to operating for public benefit while maintaining a sustainable consumer support framework.
As a Community Interest Company, CPB is permitted to charge fees for certain services in order to sustain its operations and continue expanding consumer support activities.
Defined Social Purpose
We operate with a clear community-focused purpose centred on consumer support and public benefit.
Community Benefit
Our activities are carried out to support consumers and contribute to wider consumer protection objectives.
Asset Lock Protection
As a CIC, we are subject to an asset lock to help ensure resources are applied toward our stated objectives.
Any income generated is reinvested into maintaining and developing CPB's complaint-handling, advocacy, and consumer assistance functions.
HOW WE WORK
Our Methodology
CPB follows a practical and structured approach designed to help consumers progress disputes clearly, fairly, and efficiently.
01
Assessment
Review of the complaint, supporting evidence, and key issues relating to the dispute.
02
Engagement
Direct communication with the business in an effort to address the matter constructively.
03
Progression
Pursuit of appropriate remedies through structured dialogue and ongoing case management.
04
Escalation Support
Support with next steps, including legal pathways where necessary.
Our objective is to achieve a fair and reasonable outcome within a proportionate timeframe.
OUR VALUES
OUR PRINCIPLES
CPB is committed to delivering consumer support through fair, transparent, and structured processes designed to maintain trust and accountability throughout every stage of a case.
Independent and Objective
We act independently and approach each matter with objectivity and professional judgment.
Fair Treatment
We aim to treat consumers and businesses fairly, respectfully, and proportionately.
Clear Processes
We maintain transparent procedures and communicate clearly throughout the complaint process.
Consumer Support
We support consumers who may otherwise struggle to progress complex or unresolved disputes.
Our commitment is to provide structured, practical, and responsible support while promoting fairness and consumer confidence.
OUR PURPOSE
Why CPB Exists
Despite the presence of established consumer protection frameworks, many individuals particularly those outside the UK experience difficulty obtaining practical support when disputes arise with UK-based businesses.
Structured Support Point
CPB provides a clear and structured point of support for consumers seeking assistance with disputes.
Practical Engagement Route
We offer a practical route for direct engagement with businesses to help move complaints forward effectively.
Complaint Progression
We help progress complaints that might otherwise remain unresolved due to complexity or lack of effective escalation.
CPB exists to bridge the gap between consumers and resolution processes where traditional support may be limited or inaccessible.
Yousouf Jhugroo
Founder and Executive ChairmanLEADERSHIP
A Visionary Leader in Consumer Protection
Mr. Yousouf Jhugroo is a champion in consumer rights advocacy and regulatory compliance, with a career spanning over two decades across Europe and Mauritius. Recently featured in L'Express, Mr. Jhugroo's journey reflects his commitment to inclusive leadership, transparency, and innovation in protecting consumer interests.
Read the full article on L'ExpressRecognised for Raising UK Rail Compliance Standards
Yousouf Jhugroo's leadership in compliance was highlighted in a Strategic Rail Authority audit, where his guidance led South Central to achieve a 96.3% compliance score a significant improvement from the previous year. His innovative approach, supported by senior management, introduced a strong compliance culture and new monitoring procedures across the organisation.
View the report excerptAdvocating for Consumer Protection Beyond Borders
As featured in Defi Media, Yousouf Jhugroo helped safeguard the interests of over 400 Dubai investors by exposing fraudulent schemes and providing support to recover their funds. His dedication to protecting consumer rights globally reflects the mission and values upheld by the Consumer Protection Bureau.
Read the full Defi Media article
WHAT PEOPLE SAY
Why People Believe in Us
Thousands of consumers across the UK have trusted CPB to fight their corner. Here is what some of them have to say.
“
I contacted the Consumer Protection Bureau regarding a refund issue with a previous purchase that had not been resolved for months. Their team guided me through the process clearly and professionally. I truly appreciate their support and professionalism.
“
Excellent service from the advisor he listened and understood my concerns and acted swiftly to resolve my issue Brilliant advice.
“
I spoke to Yusuf and he was very informative and explained things clearly to me. He was friendly and patient too. I would happily use this service whenever I need some legal advice. I recommend others too.
“
If you are looking for a high quality company, I highly recommend this one. They are the very best in the field, no compromise.