Consumer Focus has published its Annual Report and Accounts for 2009/10 which details its work to get a fair deal for consumers.
As the year began the consumer champion was calling energy suppliers to account with research showing that a failure to pass on cuts in wholesale energy prices was costing customers £1.6bn. Consumer Focus has gained nearly £1m in compensation for vulnerable energy customers and it launched its first super-complaint, into the Cash ISA market, as the year drew to a close. This succeeded in winning changes that will benefit ISA savers by at least £15m per year.
This year, Consumer Focus will continue working to highlight how empowering consumers helps build a strong economy. The consumer champion will:
- Work to ensure that consumers are empowered to get a fair deal;
- Ensure consumers’ interests are at the heart of the big decisions made by companies and providers of public services;
- Continue to fight the corner of the most vulnerable and disadvantaged customers who are often hit hardest by problems with markets and public services.
Mike O’Connor CBE, Chief Executive of Consumer Focus, said:
“The Coalition Government wants the UK to be the best place in the world for business. We believe that this aspiration goes hand in hand with ensuring that the UK is the best place in the world to be a consumer. Empowered consumers are good for good businesses. Achieving a better balance across the economy between the interests of consumers and the companies from which they buy goods will help boost economic growth. It is also vital that we ensure that public services are responsive to the needs of consumers across the UK.
Consumers are best protected when they are in a position to look after themselves and empowering all consumers lies at the heart of what we do. Some vulnerable consumers need special help and we will continue to provide practical assistance to those in need and who are most likely to suffer most in times of austerity.”
ENDS
Notes to editors:
- Consumer Focus is the independent champion for consumers in the UK. Consumer Focus gives a strong voice for consumers on the issues that matter to them and works to secure a fair deal on their behalf. 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.
- For a full copy of the Consumer Focus annual report, please visit http://consumerfocus.org.uk/g/4lq
- Among Consumer Focus’ top achievements have been:
Energy
Our Extra Help Unit supported 7,000 energy consumers; keeping them connected and recovering a total of £880,000.
Thanks to our intervention, British Gas stopped a £640 reconnection charge for many customers.
100,000 consumers who switch energy supplier every month can now use 13 online price comparison sites accredited by our Confidence Code.
Post and communications
Royal Mail acted on our report that more than half of consumers received ‘sorry you were out cards’ while at home.
Big cuts in telephone charges for prisoners were implemented following a previous super-complaint. A peak rate call to a mobile was cut from 63p per minute to 20p per minute.
With consumers confused about how to get the best deal, Carphone Warehouse circulated 200,000 of our mobile phone best deal leaflets.
Fair Markets
We have shown how 1.8 million consumers lost an average of £242 when goods or services bought in advance didn’t show up.
After a Consumer Focus Investigations’ enquiry into safety concerns with side elbow hinges on a variety of pushchairs, manufacturers, distributors and retailers have taken greater action to sort it out.
We showed how consumers lost up to £3.3 billion from rogue traders and successfully argued for stronger legal protections.
Financial Services
The Office of Fair Trading response to our Cash ISA super-complaint will save consumers around £15 million.
Public Services
A powerful report from Consumer Focus Wales led to action to prevent a repeat of the tragic outbreak of E.coli O157
Consumer Focus Scotland’s commitment to civil justice reform paid off with proposals for a stronger administrative justice system.
