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Citizens Advice responds to the investigation into consumer redress

10 February 2012

Gillian Guy, Chief Executive at national charity Citizens Advice said:

"We welcome this examination of whether consumers' rights to redress could be improved. Under the current system our bureaux too often see people, who have the law on their side, frustrated because they cannot secure the redress they are entitled to.

"In these difficult times, consumers need not only information, advice and education but improved access to redress as well as enforcement and regulation where needed.

"We help people resolve over 400,000 consumer problems every year and for desperate consumers around the country we're often their first port-of-call when they're taken advantage of by a rogue trader.

"The economic situation has created an opportunity for rogues to make money out of desperate consumers. And the immediate future looks set to get worse before it gets better. Cuts in public spending and the general gloomy economic outlook may only encourage more scams and sharp practices, piling extra pain on to consumers."

Citizens Advice

Notes to editors

  1. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more information in England and Wales see www.citizensadvice.org.uk
  2. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality. For online advice and information see www.adviceguide.org.uk
  3. Citizens Advice Bureaux in England and Wales advised 2.1 million clients on 6.9 million problems from April 2011 to March 2012. For full 2011/2012 service statistics see our quarterly publication Advice trends
  4. Out of 22 national charities, the Citizens Advice service is ranked by the general public as being the most helpful, approachable, professional, informative, effective / cost effective, reputable and accountable (nfpSynergy’s Brand Attributes survey, May 2010).
  5. Most Citizens Advice service staff are trained volunteers, working at around 3,500 service outlets across England and Wales.