Brexit: the outlook for consumers
5 Gorffennaf 2018
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.
The Citizens Advice consumer work plan 2018/19
27 Mehefin 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 Mai 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 Mai 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 Mawrth 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
2 Mawrth 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
1 Chwefror 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 Ionawr 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 Ionawr 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 Rhagfyr 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 Tachwedd 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 Awst 2017
The role of automated switching services like Next Generation Intermediaries: a game changer for consumer markets?
Changing the story on scams
3 Awst 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 Gorffennaf 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 Mehefin 2017
Citizens Advice annual report of consumer activities in 2016/17
Citizens Advice consumer work plan 2017/18
16 Mehefin 2017
The Citizens Advice consumer work plan 2017/18 sets out our agenda for improving markets for consumers.
The Future of Digital Comparison Tools
4 Mai 2017
This report explores consumer perceptions and use of digital comparison tools in essential services markets including insurance, energy and telecoms
Intermediaries in Consumer Markets - Research Report
4 Mai 2017
This qualitative study explores consumer perceptions and use of digital comparison tools in essential services markets including insurance, energy and telecoms.
Confusion, gaps, and overlaps
21 Ebrill 2017
A consumer perspective on alternative dispute resolution between consumers and businesses
Exploring the loyalty penalty in the broadband market
18 Ebrill 2017
Citizens Advice finds that loyal broadband customers face a 43% rise in their tariff at the end of their minimum contract period. Their loyalty is being penalised.