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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.

The cost of loyalty

01 February 2018

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

Changing the story on scams

03 August 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

04 May 2017

This report explores consumer perceptions and use of digital comparison tools in essential services markets including insurance, energy and telecoms

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.