20 Gorffennaf 2020
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.
6 Gorffennaf 2020
This work plan describes how Citizens Advice will discharge our role as the statutory advocate for consumers of energy and postal services in 2020/21.
27 Medi 2019
This paper sets out what progress we think has been made 1 year after we submitted our super-complaint, what regulators’ have planned, and what measures we expect to be taken by both regulators and government by December 2019 to ensure the loyalty penalty is tackled.
2 Mawrth 2020
Essential service markets aren’t working for people with mental health problems. Cross-sector minimum standards of support are needed to address this.
28 Mehefin 2019
This report sets out the work Citizens Advice carried out in 2018/19 in its statutory role as a consumer advocate in energy and post, and also on wider consumer issues that span more than one market.
27 Mehefin 2019
This work plan describes how Citizens Advice will discharge our role as the statutory advocate for consumers of energy and postal services in 2019/20.
29 Mai 2019
Regulators have allowed companies to overcharge people by £24.1 billion. Our new research finds customers should get money off their bills.
4 Mawrth 2019
Essential services aren’t working for people with mental health problems, and it’s costing them £1,100 - £1,550 a year
13 Rhagfyr 2018
A report exploring how automatic compensation could be extended and improved in consumer markets.
6 Mawrth 2020
This proposal outlines measures to tackle the subscription traps in a way that is proportionate to the detriment, but also reflects the positive value of the growing subscription economy.
Excessive prices for disengaged consumers: A super-complaint to the Competition and Markets Authority
28 Medi 2018
Deep, structural price discrimination against disengaged and loyal consumers is a persistent feature of essential markets, costing consumers £4.1 billion a year.
19 Medi 2018
How the handset loyalty penalty and lack of price transparency affect consumers
31 Awst 2018
We wanted to explore how the growth of ‘big data’ might affect the prices people pay for essential services.
Consumer Advocacy: what we did in 2017/18. Citizens Advice annual report of consumer activities in 2017/18
27 Gorffennaf 2018
This report sets out the work which Citizens Advice carried out in 2017/18 in its statutory role as a consumer advocate in energy and post, and also on wider consumer issues that span more than one market. It is divided into three chapters, covering our work on energy, post and cross-sector issues. Each chapter reports against the priorities set out in our 2017/18 work plan published last year.
5 Gorffennaf 2018
27 Mehefin 2018
This work plan describes how Citizens Advice will discharge our role as the statutory advocate for consumers of energy and postal services in 2018/19.
24 Mai 2018
An exploration of the issues people with mental health problems face managing their essential services and communicating with providers.
Beyond good practice guides: Improving support with essential services for people with mental health problems
24 Mai 2018
This report, based on interviews with advisers, shows how energy, telecoms and financial services can provide better support for people with mental health problems.
27 Mawrth 2018
The cost of exiting broadband contracts has risen 50% over the past 8 years, Ofcom needs to ensure that these rising costs are scrutinised.
2 Mawrth 2018
New research finds that 14 million people suffered the knock-on effects of consumer problems in the last year, affecting their lives, finances and health