Consumer detriment: counting the cost of consumer problem
23 September 2016
This research examines the time and money wasted by UK consumers on resolving problems with goods and services in 2015.
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.
Fairness and Flexibility: making personal data work for everyone
28 July 2016
Fairness and flexibility and freedom: consumers tell us what they want from their data in the digital world.
Citizens Advice consumer advocacy: What we did in 2015-16
30 June 2016
Citizens Advice and Citizens Advice Scotland annual report for 2015-16
Understanding consumer experiences of complaint handling
21 July 2016
The research examines consumer experiences of complaint handling and redress across consumer and public services markets. It finds a large proportion of people are dissatisfied with the final outcome of their complaint in particular in public services markets.
Hung up on the Handset. An investigation into sales practices in the mobile phone market
01 April 2016
Mobile phone sales processes are overly focussed on the latest handsets, leaving customers locked into expensive contracts they don’t need.
Locked In
08 March 2016
Primary research project looking at problems faced by consumers who unwittingly get locked into expensive subscription payments advertised just as a free trial
Applying behavioural insights to regulated markets
25 May 2016
Placing behavioural insights at the heart of regulation
Falling behind: an assessment of debt collection practices in the mobile phone market
22 January 2016
The way mobile phone companies collect debts needs to catch up with other essential services.
Last in line
04 January 2016
In Last in Line we use our unique evidence, gathered from across the Citizens Advice Service, to explore the consumer experience of prepayments and retailer insolvency.
Consumer engagement with the market
30 July 2015
Where do energy and other regulated markets fit in a consumer hierarchy of priorities?
How small businesses engage with essential markets
31 July 2015
A report on research conducted by BMG Research on behalf of Citizens Advice and Citizens Advice Scotland
Personal data empowerment
29 April 2015
Personal data issues have risen in complexity and scale over the last 5-10 years. Aggregation, sharing and analysis are becoming readily available to organisations and individuals via new tools and services. There are opportunities for consumers to apply insight from personal data to become more empowered, as well as exercise their rights to privacy and control.
Calling the shots mobile phone market
20 March 2015
Report exploring opportunities for stronger protections in the mobile market.
Consumer challenges 2015
17 February 2015
Citizens Advice report examining consumers’ experience of markets now that the country is out of recession.
price comparison website
23 January 2015
Citizens Advice report examining consumer awareness of existing accreditation schemes designed to improve the Price comparison websites market.
Alarm bells briefing: slimming pill 'free trial' scams
05 January 2015
Our helpline saw a staggering 710 per cent increase between 2012 to 2014 in complaints about traders of slimming and health supplements taking money from people’s accounts without their informed authorisation
The cost of redress
05 March 2014
The cost of redress: the lessons to be learned from the PPI mis-selling scandal. Learning and solutions from Citizens Advice.