Confusion, gaps, and overlaps
21 Ebrill 2017
A consumer perspective on alternative dispute resolution between consumers and businesses
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.
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.
Citizens Advice consumer work plan 2017/18
26 Ionawr 2017
This report describes how Citizens Advice will fight for consumers in 2017/18.
Cashing in or Checking out
9 Rhagfyr 2016
Citizens Advice held an event exploring current levels of consumer detriment and future disruptions to consumer markets. This paper summarises the presentations, discussions and key themes from that event.
Against the clock: why more time isn't the answer for consumers
25 Tachwedd 2016
More consumer engagement takes up more time and leaves consumers less satisfied that they have made the right decision, especially in regulated markets.
Consumer detriment: counting the cost of consumer problem
23 Medi 2016
This research examines the time and money wasted by UK consumers on resolving problems with goods and services in 2015.
Fairness and Flexibility: making personal data work for everyone
28 Gorffennaf 2016
Fairness and flexibility and freedom: consumers tell us what they want from their data in the digital world.
Citizens Advice consumer advocacy: What we did in 2015-16
30 Mehefin 2016
Citizens Advice and Citizens Advice Scotland annual report for 2015-16
Understanding consumer experiences of complaint handling
21 Gorffennaf 2016
The research examines consumer experiences of complaint handling and redress across consumer and public services markets. It finds a large proportion of people are dissatisfied with the final outcome of their complaint in particular in public services markets.
Hung up on the Handset. An investigation into sales practices in the mobile phone market
1 Ebrill 2016
Mobile phone sales processes are overly focussed on the latest handsets, leaving customers locked into expensive contracts they don’t need.
Locked In
8 Mawrth 2016
Primary research project looking at problems faced by consumers who unwittingly get locked into expensive subscription payments advertised just as a free trial
Applying behavioural insights to regulated markets
25 Mai 2016
Placing behavioural insights at the heart of regulation
Falling behind: an assessment of debt collection practices in the mobile phone market
22 Ionawr 2016
The way mobile phone companies collect debts needs to catch up with other essential services.
Last in line
4 Ionawr 2016
In Last in Line we use our unique evidence, gathered from across the Citizens Advice Service, to explore the consumer experience of prepayments and retailer insolvency.
Consumer engagement with the market
30 Gorffennaf 2015
Where do energy and other regulated markets fit in a consumer hierarchy of priorities?
How small businesses engage with essential markets
31 Gorffennaf 2015
A report on research conducted by BMG Research on behalf of Citizens Advice and Citizens Advice Scotland
Citizens Advice Consumer Work Plan 2015-16
1 Mehefin 2015
Citizens Advice Consumer Work Plan 2015-16
Personal data empowerment
29 Ebrill 2015
Personal data issues have risen in complexity and scale over the last 5-10 years. Aggregation, sharing and analysis are becoming readily available to organisations and individuals via new tools and services. There are opportunities for consumers to apply insight from personal data to become more empowered, as well as exercise their rights to privacy and control.