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.
24 May 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 March 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.
02 March 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
01 February 2018
Customers’ loyalty in essential service markets could be costing them nearly £1,000
26 January 2018
The Consumer Green Paper is an important opportunity for the Government to tackle widespread problems in telecoms markets by establishing a statutory consumer advocate.
23 January 2018
We look at the impact of problem gambling on the lives of gamblers, their families and other people.
19 December 2017
The Citizens Advice draft consumer 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 November 2017
New research from Citizen's Advice finds that 2 in 3 home insurance customers face the loyalty penalty - with some paying up to 70% more for their policy.
16 August 2017
The role of automated switching services like Next Generation Intermediaries: a game changer for consumer markets?
03 August 2017
7 in 10 people have been targeted by a scam in the last 2 years. What more can be done to protect consumers and increase reporting?
27 July 2017
Loyal customers who don’t remortgage after their fixed term deal ends can pay £400 extra a year, with 1.2 million people paying more than if they switched.
30 June 2017
Citizens Advice annual report of consumer activities in 2016/17
16 June 2017
The Citizens Advice consumer work plan 2017/18 sets out our agenda for improving markets for consumers.
04 May 2017
This report explores consumer perceptions and use of digital comparison tools in essential services markets including insurance, energy and telecoms
04 May 2017
This qualitative study explores consumer perceptions and use of digital comparison tools in essential services markets including insurance, energy and telecoms.
21 April 2017
A consumer perspective on alternative dispute resolution between consumers and businesses
18 April 2017
Citizens Advice finds that loyal broadband customers face a 43% rise in their tariff at the end of their minimum contract period. Their loyalty is being penalised.
26 January 2017
This report describes how Citizens Advice will fight for consumers in 2017/18.
09 December 2016
Citizens Advice held an event exploring current levels of consumer detriment and future disruptions to consumer markets. This paper summarises the presentations, discussions and key themes from that event.
25 November 2016
More consumer engagement takes up more time and leaves consumers less satisfied that they have made the right decision, especially in regulated markets.
