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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, Head of Policy for Consumer and Public Services

Matt upton bio image

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, Senior Policy Researcher

joe lane bio imageJoe 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, Senior Policy Researcher

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.

Mette Isaksen, Senior Policy Researcher

Mette works on cross-sector consumer issues, as well as leading on Citizens Advice’s private rented sector work. Current projects include improving the experience of renting, resolving consumer disputes, and applying behavioural insights to our advice sessions.

Prior to joining Citizens Advice, Mette was an Impact Analyst at Wokingham Borough Council, working across children’s services and health & social care. She has also worked in research and evaluation roles at the New Local Government Network, BBC Media Action and the British Red Cross.

Read Mette’s blogs

Marini Thorne, Policy Researcher

Marini works mainly on household debt and financial services. She is currently researching problems in the methods used to collect debts, as well as ways to widen access to affordable credit.

Before joining Citizens Advice, Marini worked at New Philanthropy Capital, a think tank and consultancy for the charity sector. Whilst there, she worked with charities to develop their impact, monitoring and evaluation practices, as well as focussing on providing support to domestic violence charities.

Marini holds an MA in Social Anthropology and a BA in Modern History.

Caroline Rogers, Policy Researcher

Caroline works across the consumer and public services team. Current projects include examining the difficulties experienced by people with mental health problems when engaging with essential services, and improving the treatment of loyal customers in the mobile handset market.
Prior to joining Citizens Advice, Caroline interned at the Big Lottery Fund, assisting with policy and public affairs. She has also worked as a team assistant at a digital skills charity, and volunteered regularly at her local YMCA before moving to London.

Amani Fairak, Policy Researcher

Amani is based in the Consumer and Public Services team, and works on health policy research. Current research includes exploring how community resources can support people’s mental health before they reach a crisis point or use statutory services. Prior to Citizens Advice, she worked for local and international charities in various roles in patient engagement and community development. She is also a part-time MSc student in Public Policy

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.

Beth Brindle, Policy Research Assistant

Beth works across the consumer and public services team, and is currently working on an exploratory project examining the potential of introducing automatic compensation into essential markets. Before joining the Consumer and Public Services Team, she interned in the Families, Welfare and Work team at Citizens Advice working on UC and employment related projects. Prior to this she was a development associate at Cause4, a London based charity consultancy.

Rosie Derricourt, Policy Research Assistant

Rosie is currently working on projects relating to household bill debt 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 and BSc in Psychology.

Hannah Poll, Policy Research Assistant

Hannah is based in the Consumer and Public Services team, and is currently working on projects exploring the detriment felt by people with mental health problems in different consumer markets. Before joining Citizens Advice, 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.