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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.

Cashing in or Checking out

09 December 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.

Understanding consumer experiences of complaint handling

21 July 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.

Locked In

08 March 2016

Primary research project looking at problems faced by consumers who unwittingly get locked into expensive subscription payments advertised just as a free trial

Last in line

04 January 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.

Peer problems

25 June 2015

An assessment of the consumer experience of online marketplaces

Personal data empowerment

29 April 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.