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.
15 October 2020
The COVID-19 crisis has led to an unprecedented fall in household incomes. We need more effective mechanisms to help essential service providers to get support to people who need it, particularly those in vulnerable situations.
05 October 2020
Since we submitted our super-complaint to the Competition and Markets Authority (CMA) in 2018, regulators have made progress. If all proposals are implemented, consumers will save £1bn. But there’s still more to do and in some markets we’re worried not enough action has been taken.
28 September 2020
Supply-side remedies can help to protect customers where markets are not working effectively. However, these approaches will only work if regulators get their design right and frequently monitor their impact.
20 July 2020
06 July 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.
06 March 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.
27 September 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.
02 March 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 June 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 June 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 May 2019
Regulators have allowed companies to overcharge people by £24.1 billion. Our new research finds customers should get money off their bills.
04 March 2019
Essential services aren’t working for people with mental health problems, and it’s costing them £1,100 - £1,550 a year
13 December 2018
A report exploring how automatic compensation could be extended and improved in consumer markets.
28 September 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 September 2018
How the handset loyalty penalty and lack of price transparency affect consumers
31 August 2018
We wanted to explore how the growth of ‘big data’ might affect the prices people pay for essential services.
27 July 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.
05 July 2018
27 June 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 May 2018
An exploration of the issues people with mental health problems face managing their essential services and communicating with providers.
