About Us
Advice for individuals on energy and post is given by Consumer Direct (08454 04 05 06).
Consumer Focus is the statutory consumer champion for England, Wales, Scotland and (for postal consumers) Northern Ireland. We were formed by The Consumers, Estate Agents and Redress (CEAR) Act 2007.
We operate across the whole of the economy, persuading businesses, public services and policy makers to put consumers at the heart of what they do.
Consumer Focus tackles the issues that matter to consumers, and aims to give people a stronger voice. We don’t just draw attention to problems – we work with consumers and with a range of organisations to champion creative solutions that make a difference to consumers’ lives.
Consumer Focus has strong legislative powers. These include the right to investigate any consumer complaint if they are of wider interest, the right to open up information from providers, the power to conduct research and the ability to make an official super-complaint about failing services.
We receive about a third of our funding from the Department for Business, Innovation and Skills (BIS). Funding also comes from licenses paid by energy suppliers and the postal industry. We are also able to raise our own funds – for example, through externally funded projects.
Changes to the future of consumer representation across the UK
On 14 October 2010 the Government announced that Consumer Focus would be abolished and that some of our functions were likely to transfer to Citizens Advice, Citizens Advice Scotland and the General Consumer Council for Northern Ireland. BIS launched a public consultation on the consumer landscape in June 2011; it closed on 27 September 2011.
We are working closely with Government and all concerned to ensure that this happens with minimal disruption to our work representing the interests of consumers across Great Britain and, on postal matters, in Northern Ireland.
A transfer will follow the passage of the Public Bodies Bill and any necessary secondary legislation. The most likely date for this transfer will be Spring 2013. Until then Consumer Focus will maintain a full programme of advocacy on behalf of consumers.
Our core duties
Our core work consists of:
- Securing a fair deal for energy consumers
- Securing a fair deal for postal consumers
- Work on areas of private sector markets where available evidence points to consumer detriment
- The Extra Help Unit, which assists vulnerable consumers
- Our work on Complaints of General Interest
- The work of Consumer Focus Scotland on behalf of Scottish consumers
- The work of Consumer Focus Wales on behalf of Welsh Consumers
- The work of Consumer Focus Post on behalf of postal consumers in Northern Ireland
- Our earned income projects
Download: Consumer Focus Annual Report 2010/11 (PDF 2.7MB) (Adroddiad Blynyddol a Chyfrifon 2010/11 (PDF 3.8MB)
Download: Annual Plan 2011-12 (PDF 1.2MB) (Cynllun Blynyddol 2011/12)
Download: Consumer Focus Wales Annual Plan flyer 2011/12 (PDF 258KB) (Lais Defnyddwyr Cymru Cynllun Blynyddol 2011/12)
Download: Corporate Plan (2010/13) (PDF 1.1 MB)
Download: Who we are (June 2010) (PDF 334 KB)
Follow us on Twitter
