• value: help people receive better value by raising the influence they have over the goods and services they receive
• service: improve customer service and remove unnecessary problems that generate complaints from consumers
• access: create an economy in which everyone can access the essential services they need and where the poor no longer pay more or get less for their money
• sustainability: harness the appetite of consumers to move to more sustainable lifestyles

And our work will always aim to be:

• high-impact: make a real difference to consumers’ lives
• innovative: offer new solutions and work in new ways
• in touch: represent real concerns, including those of vulnerable consumers

These are the touchstones for our work. We want and expect to be judged on our performance against these.