About Us

Our vision: ‘more power to the people’.

Consumer Focus Scotland is Scotland’s independent consumer champion.

Our work is about helping to improve energy, post, water, digital, legal and many other essential public and private sector services in Scotland.

This means securing a fair deal for consumers by promoting fairer markets, more responsive public services and improved customer service. It also means using our statutory powers to investigate when things go wrong.

These are tough times for consumers and the most vulnerable are those who are most dependent on essential services and those in need of help and protection. That is why we are doing all that we can to support those who need our help most.

Our wins for consumers help put money back in people’s pockets and improve lifeline services now. Importantly, we are also making the big arguments to shape the best possible services for life in 21^st century Scotland.

Our Annual Review for 2011/12 sets out how we have helped Scotland’s consumers during the past year. It shows the positive difference we have made to people and what we have done to protect and promote the interests of consumers.

Our Annual Plan sets out our key goals to help consumers in 2012/13.

To find out more about why a consumer approach is helpful in a wide range of settings, check out our guide ‘Consumer – what’s in a name?’

For our planned work ion 2013/14 see Work Planning.

Reforms to Consumer Advocacy

In May, the UK Government announced reforms of publicly funded consumer advice, advocacy and enforcement. In Scotland, from April 2013, Citizens Advice Scotland will take on responsibility from Consumer Focus Scotland for representing consumer’s interests on all our existing work except energy, post and water.  

Alongside this, a new UK-wide unit working on consumer advocacy in the regulated sectors of energy, post and, in Scotland, water will be created.

The unit will build on our current work and existing statutory powers, and will eventually transfer to the Citizens Advice service. In England and Wales this will happen in 2014, but the timing of the transfer in Scotland will depend on the outcome of the request by the Scottish Government to the UK Government to devolve responsibility for consumer advice, education, information and advocacy.

We are now consulting on the design principles for a Regulated Industries Unit and would welcome the views of all interested parties in Scotland.

Advice for individuals on consumer issues is available through the Citizens Advice Consumer Service on 08454 04 05 06