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Consumer and Public Services policy research team

Policy work by the team

Includes consumer, debt and money and public services.

Matthew Upton, Director of Policy for Consumer and Public Services

As Director of Policy at Citizens Advice, Matthew leads on the organisations work on consumer, debt, health, housing and public services.  This has included work on how the 'loyalty penalty' can be reduced for vulnerable consumers, research to inform action in high cost credit markets such as rent to own, and advocacy leading to the introduction of a ban on letting agent fees. Before Citizens Advice, he worked in local government and as a Director at a communications consultancy.

Joe Lane, Principal Policy Manager

Joe is currently working on projects on household debt and financial services. Before joining Citizens Advice he was a policy researcher for an organisation representing further education colleges in the UK where he  conducted research on the future of vocational education and school to work transitions. Prior to that he taught history in a secondary school in Bradford.

Read Joe's Blogs.

Morgan Wild, Principal Policy Manager

Morgan joined Citizens Advice in 2015, and currently leads on cross-market consumer advocacy and research, with a particular focus on making markets work better for low-income households & the excess profits accruing to natural monopoly firms.

Before joining Citizens Advice, he worked as a social research consultant at the Office for Public Management on a range of public and private sector projects. He holds an MA in Political Economy from King's College London and a BA in Philosophy from the University of Cambridge.

Read Morgan's blogs.

Emma Simpson, Senior Policy Adviser

Emma joined Citizens Advice in 2019, and currently leads the Knowledge Hub for the Consumer Protection Partnership (CPP). As well as chairing the Intelligence group within the CPP, Emma is working to support and initiate projects (such as the consumer detriment survey) and provide strategic insights for the partnership. 

Previously Emma worked as a Policy Project Manager for the Royal College of General Practitioners specifically in developing the future vision for general practice for 2030. She has an MA in Political Theory and the Practices of Resistance from the University of Kent and a BA in politics from Royal Holloway University of London. 

Adam Burgess, Senior Creditor Liaison Policy Officer

As the point of contact for the credit industry on policy matters, Adam’s work is mostly focused on debt and financial services.  He is currently working on projects to do with Post Office banking and Council Tax collection. Prior to taking up this role Adam was on the Citizens Advice Expert Advice Team as a debt specialist, and has over 13 years experience in the money advice sector in total, having also held a variety of roles at the Money Advice Trust.  Adam has also worked in collections and enforcement for several years.

Jasmin Matin, Senior Policy Researcher

Jasmin is currently on a 12 month secondment to the Consumer and Public Services team from the Financial Conduct Authority (FCA). Her work focuses on debt and financial services. She is currently conducting research looking at people with deficit budgets (those with a disposable income of £0 or less), to understand the scale of the issue, the causes and impact of having a deficit budget. Jasmin has worked in debt and financial services for over 12 years through her previous roles at the FCA and OFT. 

Caroline Aliwell, Senior Policy Researcher

Caroline joined Citizens Advice in 2016 and leads our advocacy and research on the private rented sector and manages our day to day work on cross-market consumer policy. Current projects include tackling the loyalty penalty - where essential service providers are overcharging their customers by £4bn each year. 

Caroline was a Senior Public Affairs Officer prior to working in Policy. She has also held positions with Shelter, a Member of Parliament and in the European Parliament. 

Read Caroline’s blogs.

Kirsty Brewer - Senior Policy Researcher

Kirsty joined Citizens Advice in 2018. Her work focuses primarily on tackling the loyalty penalty.  Before joining Citizens Advice Kirsty worked as a civil servant. 

Caroline Rogers, Senior Policy Researcher

Caroline’s work focuses on household debt and financial services. She is currently conducting research looking at how council tax debts are collected. Prior to this, she worked on projects looking at cross-sector consumer issues and the private rented sector. She is also studying part time for a Graduate Diploma in Law, and volunteers in a legal advice clinic. Before joining Citizens Advice, she was an intern at the Big Lottery Fund, assisting with policy and public affairs. You can read her blogs for Citizens Advice here. 

Ed McDonagh, Policy Researcher

Ed is based in the Consumer and Public Services team focussing on debt and financial services. He is currently working on projects to do with bailiff practices and debt advice funding.

Ed has previous experience as a generalist adviser in a local Citizens Advice Bureau. He has also worked in government at the Department for Education. Ed studied History at the University of Leeds before taking an MA in Public Policy at Kings College.

Rebekka Rumpel, Policy Researcher

Rebekka joined Citizens Advice in 2018. She has been working on the introduction of minimum standards of support for people with mental health problems across essential services, and is currently researching the overlap between two Consumer and Public Services team priorities: debt and the loyalty penalty. She has previously worked at an international affairs think tank and at an innovation foundation. 

Rosie Derricourt, Policy Researcher 

Rosie’s current work centers on ensuring that tenants in the private rented sector (PRS) have a strong and meaningful voice in the housing debate. Previously, they’ve worked on projects relating to council tax, bailiff enforcement, high cost credit, and the ‘loyalty penalty’, the cost to customers who have stayed loyal to their service providers. Before joining Citizens Advice in 2018, Rosie worked as an Assistant Psychologist with chronic illness and cancer in the NHS. Rosie also gained a Masters in Gender Studies from the London School of Economics and BSc in Psychology from University of the West of England.You can read their blogs for Citizens Advice here. 

Hannah Poll, Policy Researcher 

Hannah's work focuses on cross-sector consumer issues. She is currently looking at markets where consumers are locked into choices, and the private rented sector. Hannah has previously worked on research identifying the costs that consumers with mental health problems face when paying for essential services. Before joining Citizens Advice in 2018, Hannah interned in marketing and communications with an environmental consultancy firm, and was an editorial assistant with a scientific journal. Hannah holds an MSc in Food & Water Security and a BA in International Politics, both from Aberystwyth University.

Read Hannah’s blogs
Follow Hannah on Twitter

Florence Brunert, Policy Research Assistant

Florence joined the Consumer and Public Services team in March 2019 after a 6 month policy and advocacy internship in the Energy team at Citizens Advice. Florence currently works on various cross-market consumer projects and provides research assistance to the wider team. Prior to joining Citizens Advice, Florence worked at an international NGO before graduating with a BA in History from the University of Leeds.

Sophia Plent Das Gupta, Assistant Policy & Data Analyst

Sophia's work within the Consumer & Public Services team currently focuses on the ways that council tax is collected. She also provides support with data analytics to a number of organisations within the Consumer Protection Partnership, who work collectively to tackle consumer issues. Before joining Citizens Advice, Sophia studied Social Anthropology at the University of Manchester.

Benedict Guindi, Policy Research Assistant

Benedict joined the Consumer & Public Services team in November 2019. He graduated from the University of Surrey with a Politics Bsc Hons. As part of his studies he spent a year volunteering for Citizens Advice Croydon as a Policy and Campaigns Officer. Much of his time at Croydon was focused on researching housing projects, with a particular focus on the private rented sector. 

Chloe Hann, Policy Research Assistant

Chloe joined the Consumer and Public Services team at Citizens Advice in December 2019, after studying for an MSci Psychology degree at the University of York. Prior to joining Citizens Advice, Chloe was the Disabled Students’ Officer for her students’ union, and engaged in local and national policy research and advocacy on behalf of students belonging to marginalised groups, covering various policy topics (e.g.: health services, public transport, local accessibility).