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It’s important Government plan drives down consumer bills

30 November 2015

Citizens Advice has responded to the Government’s publication of A Better Deal – which aims to boost competition and bring down bills.

Earlier this year the consumer champion published a report revealing price promises made by broadband providers are misleading to customers and can cost them up to six times more than adverts imply.

Gillian Guy, Chief Executive of Citizens Advice, said:

“Helping consumers get a better deal is vital to the public and the economy.

“People can find themselves trapped in expensive contracts, unable to switch suppliers and paying over the odds for essential services.

“We have long argued that broadband providers have been cashing in on false promises. We uncovered that some people pay six times more a month for broadband than advertised. At the moment it is impossible for customers to compare prices and choose the best deal for them. It is high time we had action on this broken market.

“Back to school costs also break the bank for many families – we found a quarter of parents spend £100-£150 on uniforms. Reducing this expense would bring relief to families across the country.

“It is encouraging that the Government has signalled its ambition to help reduce bills and boost competition.  It has also recognised the importance of people being able to access free help and support to make the best choices.”

Notes to editors

  1. 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.
  2. 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.
  3. To get advice online or find your local Citizens Advice in England and Wales, visit
  4. 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.
  5. 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.
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.