News
OFT’s Complaints Overhaul
The Office of Fair Trading (OFT) has launched a new online complaint form to streamline how Gibraltar’s consumers file formal complaints about businesses operating in or from Gibraltar. It’s live now on the OFT website: oft.gov.gi/complaints
Why it matters:
This means consumers now have a formal and more accessible route to escalate unresolved complaints. Businesses should ensure they have clear written complaints procedures in place, respond promptly and professionally, and keep a record of all customer interactions. Failing to do so could lead to more complaints being escalated to the OFT (and greater scrutiny of how issues are handled).
How it works:
- Consumers must first raise their complaint in writing directly with the business.
- If there’s no resolution or response, they can then escalate using the online form.
- The OFT will collect all required consents and evidence upfront, making their follow-up more focused and efficient.
John Paul Fa, CEO to Business and the OFT, said:
“The online form should make it easier for consumers to lodge complaints and for our team to process them. It also continues to promote the direct resolution of complaints between parties.”
What businesses should do:
- Make sure your complaint-handling procedures are visible and easy to use.
- Keep records of communications — especially written responses.
- Consider revisiting your terms and customer care policies.
Bottom line:
According to the press note, this move is about clarity, not confrontation. Minister for Business Gemma Arias-Vasquez commented, “Consumer Protection is an important function of the OFT” and this move “aligns with our strategic goal on improving communication.”
Have thoughts on this or want to know how others are handling complaints? Join the conversation in our Glue Up Community pages.
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