Proposal to tackle subscription traps
06 March 2020
This proposal outlines measures to tackle the subscription traps in a way that is proportionate to the detriment, but also reflects the positive value of the growing subscription economy.
Consumer policy research
Our consumer policy research covers a wide range of regulated and unregulated markets - allowing us to identify the problems consumers face in particular markets as well as drawing comparisons and lessons about the policies and practices commonly found in a number of markets.
Excessive prices for disengaged consumers: A super-complaint to the Competition and Markets Authority
28 September 2018
Deep, structural price discrimination against disengaged and loyal consumers is a persistent feature of essential markets, costing consumers £4.1 billion a year.
Reviewing Bundled Handsets
19 September 2018
How the handset loyalty penalty and lack of price transparency affect consumers
A Price of One’s Own: An investigation into personalised pricing in essential markets
31 August 2018
We wanted to explore how the growth of ‘big data’ might affect the prices people pay for essential services.
Consumer Advocacy: what we did in 2017/18. Citizens Advice annual report of consumer activities in 2017/18
27 July 2018
This report sets out the work which Citizens Advice carried out in 2017/18 in its statutory role as a consumer advocate in energy and post, and also on wider consumer issues that span more than one market. It is divided into three chapters, covering our work on energy, post and cross-sector issues. Each chapter reports against the priorities set out in our 2017/18 work plan published last year.
Brexit: the outlook for consumers
05 July 2018
The Citizens Advice consumer work plan 2018/19
27 June 2018
This work plan describes how Citizens Advice will discharge our role as the statutory advocate for consumers of energy and postal services in 2018/19.
Essential service markets and people with mental health problems
24 May 2018
An exploration of the issues people with mental health problems face managing their essential services and communicating with providers.
Beyond good practice guides: Improving support with essential services for people with mental health problems
24 May 2018
This report, based on interviews with advisers, shows how energy, telecoms and financial services can provide better support for people with mental health problems.
Exit Fees: An analysis of the cost of leaving fixed telecoms contracts
27 March 2018
The cost of exiting broadband contracts has risen 50% over the past 8 years, Ofcom needs to ensure that these rising costs are scrutinised.
The domino effect: exposing the knock-on effects of consumer problems
02 March 2018
New research finds that 14 million people suffered the knock-on effects of consumer problems in the last year, affecting their lives, finances and health
The cost of loyalty
01 February 2018
Customers’ loyalty in essential service markets could be costing them nearly £1,000
Access denied: The case for stronger action to protect telecoms consumers
26 January 2018
The Consumer Green Paper is an important opportunity for the Government to tackle widespread problems in telecoms markets by establishing a statutory consumer advocate.
Out of Luck - An exploration of the causes and impacts of problem gambling
23 January 2018
We look at the impact of problem gambling on the lives of gamblers, their families and other people.
Consultation: Citizens Advice consumer work plan 2018/19
19 December 2017
The Citizens Advice draft consumer work plan describes how Citizens Advice will discharge our role as the statutory advocate for consumers of energy and postal services in 2018/19.
The insurance loyalty penalty: unfair pricing in the home insurance market
24 November 2017
New research from Citizen's Advice finds that 2 in 3 home insurance customers face the loyalty penalty - with some paying up to 70% more for their policy.
Game Changers?: A Review of Next Generation Intermediary Services
16 August 2017
The role of automated switching services like Next Generation Intermediaries: a game changer for consumer markets?
Changing the story on scams
03 August 2017
7 in 10 people have been targeted by a scam in the last 2 years. What more can be done to protect consumers and increase reporting?
Exploring the loyalty penalty in the mortgage market
27 July 2017
Loyal customers who don’t remortgage after their fixed term deal ends can pay £400 extra a year, with 1.2 million people paying more than if they switched.
Consumer advocacy: what we did in 2016/17
30 June 2017
Citizens Advice annual report of consumer activities in 2016/17