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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.

Consumer Advocacy: what we did in 2017/18. Citizens Advice annual report of consumer activities in 2017/18

27 Gorffennaf 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.

The cost of loyalty

1 Chwefror 2018

Customers’ loyalty in essential service markets could be costing them nearly £1,000

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?

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