BSQ Briefing: Proactively Resolving a Trading Standards Investigation
Daniel Godden, Partner at Berkeley Square Solicitors, was recently instructed by a retail business facing a detailed investigation by a local authority trading standards team. The allegations centred on customer complaints, including issues around the condition of goods, advertising accuracy and post-sale communication. Daniel writes here on strategy for handling the case.
“From the outset, and my first meeting with the client our approach was clear: take the concerns seriously, investigate thoroughly, and respond with evidence.
Working closely with our team, we conducted an internal review of each complaint. This involved analysing sales records, inspection processes, communications, and aftersales handling. Where appropriate, we identified areas for improvement, but crucially we were able to demonstrate that the business had systems in place, had acted reasonably, and had engaged with customers in good faith.
We then prepared with the client a comprehensive written response addressing each allegation in detail. The submission set out the factual position, clarified misunderstandings, and referenced supporting documentation to evidence the company’s processes and decision-making.
The outcome: the authority confirmed that no further action would be taken.
This result reflects the value of early, structured engagement with investigations. A well-prepared response—grounded in evidence rather than assertion—can often make the difference between escalation and resolution.
For businesses facing regulatory scrutiny, the key takeaway is simple: investigate your own position rigorously before responding, and ensure your reply is clear, complete and supported by evidence.”
Daniel Godden is a Partner at Berkeley Square Solicitors with a strong track record advising businesses in regulatory investigations, including successfully resolving matters with trading standards authorities.
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