Policy & Research

We are an economy-wide consumer policy and advocacy organisation, but we cannot cover every failing market and every consumer protection priority. To be most effective we focus on those areas where we have a particular responsibility or where we can make a big difference.

However, when we do investigate markets and services we have three simple aims.
  • If consumers are treated unfairly we empower them, as far as is possible, to sort out issues themselves.
  • If big policy decisions are being made or there is significant market failure, we represent consumer interests with strong evidence and clear argument.
  • If some groups of consumers find themselves at a disadvantage we will challenge companies, regulators and other to safeguard their interests and improve levels of protection.
We are the statutory consumer body for the energy and postal services markets. We also have programmes of work in financial services, public services, digital communications and on consumer rights.