IMC1 – RAC Customer Service Forum

Nikki Pasek

Trading Standards Institute

Working with Trading Standards: Advice and insight into current law & regulations

The Chartered Trading Standards Institute (CTSI), the team behind the newly launched Business Companion service, gives an overview of consumer rights, distance selling, warranties, and offering credit, and how dealers can protect not just their customers but themselves. Nikki Pasek, commercial director at CTSI, will be helping to answer your questions and give helpful tips and advice from the horse’s mouth on what to do if customers demand a refund and how you can ensure that you have fulfilled your obligations. This workshop is aimed at business owners and dealer principals, or those responsible for training staff who are responsible for dealing with customers.


Nikki joined CTSI as commercial director with more than 20 years’ experience working in local government. She previously worked as the head of supporting businesses and communities at Cambridgeshire County Council. During her time in Cambridgeshire’s Trading Standards Service, the authority was awarded Beacon Status for the work it had undertaken in cutting red tape for local businesses. Nikki recognises the importance of working in partnership with local businesses to deliver real economic and social benefit through better regulation. In additional to her trading standards achievements, Nikki was named The Guardian’s public servant of the year in 2004, and was awarded an MBE in the Queen’s Birthday Honours in 2010.