Xanthe Couture, Policy Manager Post and Telecoms

Helping consumers understand their rights when shopping online and sending gifts and post this Christmas.

Roger Darlington - Chair, Essential Services Access Network

Consumers need a voice around the table but we should think carefully about how best to make it a reality

Kate Ashman, Project Manager at Manchester Citizens Advice

Manchester Citizens Advice’s experiences of designing and piloting a service to support people living in cold homes

Marzena Lipman, Policy Manager

The blog examines potential implications of Brexit on the UK consumer protection framework.

Liz Coll, Policy Manager

Fairness and flexibility in personal data: consumers tell us what they want A new report out today puts forward new approaches and practical solutions for developing a fairer and more responsive data ecosystem.  Drawing directly from newly commissioned qualitative research with consumers, it looks at how they would like their data to be handled and managed,…

Marzena Lipman, Policy Manager

Our new research shows that despite big efforts to improve complaints handling in the public and private sector, people are still unhappy and only 47% overall are satisfied with the final outcome of their complaint. People are particularly unhappy about complexity of the complaint process, long response times and poor understanding of the issue by…

Katy O’Malley, Senior Policy Researcher

Our analysis shows that almost one in ten households falls behind with an essential household bill over a twelve month period. People who claim benefits have low incomes, so it’s not surprising that 70% of those who are behind with a bill payment claim means-tested benefits. Since 2010 the welfare system has undergone significant reform….

Adrian Galvin, Campaigns Officer

To mark the start of Scams Awareness Month, an annual consumer campaign led by Citizens Advice, trading standards and other partners, Adrian Galvin, Campaigns Officer at Citizens Advice, highlights the importance consumers listening to their gut feeling.

Behavioural Insight Team

This is a guest post by Behavioural Insights Team, a social purpose company jointly owned by the UK Government, Nesta, and their employees. We recently commissioned the team to examine how our approach to consumer policy and protections might differ if we took behavioural insights to heart – you can read their conclusions in their report,…