External Resources

In some instances, the Small Business Commissioner (SBC) may not be able to take on your complaint, but we will direct you to the relevant body to help solve your problem. Alternatively, you may find further information on who can help below.

If after reviewing the below you’re not sure what’s best in your situation, you can contact us here and we can provide guidance.

Public Sector Customer

If your customer is in the public sector you may wish to contact:

• The Public Procurement Review Service if you’re in England
• Supplier Feedback Service in Wales
• Single Point of Enquiry in Scotland
• Information in the Central Procurement Directorate Supplier Charter in Northern Ireland

Supermarkets

If your customer is a supermarket you should complain to the Groceries Code Adjudicator (GCA). To raise an issue with or provide information to the GCA please email enquiries@groceriescode.gov.uk.

You should also read GCA Guidance on raising issues, and the disputes and escalation process.

Construction Industry

If you’re in the construction industry and not working for a residential occupier, you’re probably covered by the Housing Grants, Construction and Regeneration Act 1996. This gives you a statutory right to refer the complaint for adjudication by a person other than a court or tribunal. If you work in the construction industry and have a late payment, firstly check your contract for what to do in the event of a dispute. If the information isn’t in your contract, independent adjudication may help resolve the dispute, however there may be a fee to start this process.

Legal Action

The legal action you can take includes sending a solicitor’s letter, making a money claim or getting a binding decision from a judge in court.

There are alternatives to court that can give you a legally binding decision or an expert opinion that will help you resolve your dispute. They can sometimes be quicker than court, but they can also be expensive.

• Solicitor’s letter from around £50
• Start a money claim from £35
• Extra costs for going to court

Talk to a solicitor (Link will open in a new tab)

Contact ICAEW (Link will open in a new tab) and ICAS (Link will open in a new tab) to find a chartered accountant

Financial product

If you are a small business with a complaint about a financial product or service provided in or from the UK, contact the Financial Ombudsman Service for small businesses.

Business Organisations

In some instances the SBC may not be able to take on your complaint but we will put you in touch with the relevant body to help solve your problem.

Get free local business help from:

• Business Support Service for England
• Business Gateway office in Scotland
• Business Wales regional centre
• Local Invest Northern Ireland Regional Office
• Call your professional or trade organisation to see what help they offer small businesses

Mediation

A professional mediator, agreed on by both of you, can help you to work out a solution.

You can do this before taking other action, or you can pause any legal action choose to go through mediation.

You can choose when, where and how mediation happens, giving you much more flexibility than, for example, taking someone to court.

Find a mediator

Search for local mediators in:

• England and Wales – use the Ministry of Justice online directory
• Northern Ireland – use the Law Society of Northern Ireland
• Scotland – use the Scottish Mediation Register

If you’re in England or Wales, you’ll be charged on a fixed-fee basis if you mention that you used the Ministry of Justice online directory. This is cheaper than regular mediation fees.

Everyone listed in the Ministry of Justice directory is registered with the Civil Mediation Council and is a professional, experienced mediator. You can find out more about mediation through the Civil Mediation Council.