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Citizens Advice responds to the announcement of the government’s Modernising Consumer Markets’ Green Paper

11 April 2018

Gillian Guy, Chief Executive of Citizens Advice, said:

“We want consumers to be treated fairly.

“The energy price cap shows government is willing to intervene to make sure consumers aren’t punished for loyalty, and it is encouraging to see further action being considered in other markets.

“Our research has shown that, left to their own devices, companies take advantage of consumers’ loyalty, and can charge them an average of nearly £1,000 per year for it.  

“Vulnerable people are often the hardest hit by unfair practices and government should hold companies to account to make sure they are protected.

“The government rightly highlights people are getting a particularly raw deal in the telecoms market and they have less protection than in other essential markets, so the government must strengthen consumers’ voices by establishing an independent consumer advocate.

“We welcome the government’s statement of intent, and look forward to working together to ensure these ideas work for consumers, especially the most vulnerable in society.”

Notes to editors

  1. £987 is the average cost of the loyalty penalty in six essential markets: energy, mobile (including handset), broadband, home insurance, fixed rate mortgages & savings accounts.
  2. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service 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 see the Citizens Advice website.
  3. 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.
  4. To get advice online or find your local Citizens Advice in England and Wales, visit
  5. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  6. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  7. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.