We are committed to:
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Supporting lawful businesses
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Tackling rogue traders
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Supporting consumers, particularly those who are most vulnerable
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Supporting the health and wellbeing in our communities
Our approach
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We will always treat you fairly and with respect and in line with our Customer Service Charter
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We will always act fairly and give advice to the best of knowledge
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We have a duty to both consumers and businesses and do not favour one over the other
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We will listen to you and provide a clear explanation of your rights
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We will provide advice and resources for you to take appropriate action
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In certain circumstances we may be able to provide a higher level of support
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We will give you advice on how best to avoid being ripped off
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We cannot close businesses down
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We cannot make a business give you your money back
What if my complaint is about something that is against the law?
Through consultation with consumers you have told us what is important to you and we focus our enforcement action on these areas. We do not investigate all complaints but look at each individual case to see whether it matches one of the priorities that you have given us, such as safety. If it does we will start action. This action will not necessarily result in a prosecution but it aims to stop the particular practice or remove the unsafe goods from sale.
Rest assured we look at all complaints and even if we don’t investigate your complaint we use all information to set service priorities and run projects aimed at tackling general consumer concerns.
Listening to you
We are committed to listening to the views of our customers in shaping our priorities and the way we deliver our service. We completed a countywide survey and a series of focus groups in 2010 to gather the views of Cambridgeshire residents on our priorities and to ascertain issues affecting local communities.
In addition, we invite feedback on an ongoing basis. If you have any suggestions on how we might improve our service then please do not hesitate to contact us. We would welcome your views.
Further information and providing feedback
The links on the right and below take you to our policies that relate to the standards you can expect from us and also how to feedback on the service you have received.