Hayley Mark Digital

Who can use our service

Eligible complainants

We can assist with cross‑border consumer complaints where the consumer is resident in the UK, and the trader is based in another country.

Please note:

• If you are a UK business, sole trader, or acting in any professional/business capacity, we cannot assist. You may wish to seek independent legal advice or contact a relevant trade or professional body instead.

• We cannot assist where both the consumer and the trader are based in the UK. You may wish to contact the Citizens Advice consumer helpline.

Non-UK residents

• We can consider cross‑border consumer complaints from members of the UK Armed Forces stationed abroad.

• If you are resident in an EU country, please contact your local European Consumer Centre (ECC) for support. This includes situations where you are complaining about a UK‑based trader.

• If you are a non‑UK resident who is not resident in an EU country, we are unable to assist. You may wish to contact the appropriate consumer protection body in your country, and you can consult Consumers International to help identify the correct body.

Before raising a complaint with UKICC

Before we can assess your case, you should have already taken the following steps:

• Contacted the overseas trader to try resolve the issue directly. Please keep any emails, messages, forms submitted or replies received.

• Contacted your bank or payment provider to see whether you can raise a chargeback or section 75 claim.

• Prepared the required documentation:

• Proof of purchase (invoice, receipt, booking confirmation)

• Proof of payment (e.g., bank statement screenshot, PayPal receipt)

• Copies of all communication with the trader

• A brief summary of the issue and the outcome you are seeking