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Digital access for consumers only using smartphones to access the internetPublication date:August 2018Some people can only access the internet through their smartphone. When CAS surveyed clients, we found that this was the case for more than 1 in 10 respondents - 20% of all respondents who said they used the internet at all.
This report looks in more detail at these consumers, analysing their characteristics and assessing their digital access and skills.
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Issues brought to the Citizens Advice Network in Scotland 2016-17Publication date:August 2018The Energy Advice in Detail report provides an annual assessment of the energy issues clients of the Citizens Advice network in Scotland sought assistance with, and places those within a wider policy context.
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Publication date:August 2018Mains gas is both the cheapest means to heat homes and the most common heating fuel in Scotland, England and Wales. However many people, particularly in certain areas and demographics, do not have access to, or do not make use of, mains gas for heating their home.
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Consumers and Scottish climate change policyPublication date:August 2018The report is based on research carried out by Changeworks and Hilliam Research on behalf of CAS. CAS commissioned the research understand the implications for consumers of energy and climate change policy in Scotland, and provides analysis of the Scottish Government’s new Climate Change Plan and Energy Strategy. In particular, we sought to understand the type of behaviour changes that could be expected of consumers as a result of these policies, and the steps being taken by the Scottish Government and others to facilitate these changes.
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Energy networks in Scotland and their changing role with consumersPublication date:August 2018Today Citizens Advice Scotland is publishing our latest report ‘Pylons, Pipes and People: Energy networks in Scotland and their changing role with consumers’.
In late 2017 we commissioned the Centre for Sustainable Energy (CSE) and Changeworks to undertake a research study into the energy distribution network companies operating in Scotland. This study’s particular focus was to explore how these companies currently support consumers and how their role in Scotland can and should change to ensure that consumers, and particularly vulnerable consumers, are most effectively supported as our energy system transforms.
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Publication date:August 2018
Citizens Advice Scotland provided evidence to HM Treasury's pre-paid funeral plans: call for evidence. We focused on the importance of ensuring consumers were both fully informed and protected from harm.
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Publication date:July 2018Citizens Advice Scotland conducted research into the use of postal services by Scottish SMEs - looking specifically at whether they have access to a meaningful choice of postal products, services and providers. We also wanted to find out if the current postal market is meeting the needs of Scottish SMEs or if any changes are required to improve the products and services available to these consumers.
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Publication date:July 2018
Citizens Advice Scotland responded to Financial Conduct Authority's Discussion Paper on Rent to Own, answering questions about 'What alternative solutions could there be to address harm from high prices?' and 'What issues should the Financial Conduct Authority should take into account in carrying out further work on a price‑cap'
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Modernising Consumer MarketsPublication date:July 2018
CAS welcomes the Consumer Green Paper and a stronger push by the UK government for greater simplicity, transparency and fairness for those that purchase and use goods and services.
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Publication date:July 2018We all use energy, post and water services and Citizens Advice Scotland (CAS) is the independent advocate for consumers’ interests in these sectors. We work with governments, regulators and business to put consumers first, designing policy and practice around their needs and aspirations.
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Publication date:June 2018
This report contains the findings from research on Consumer Confidence and Understanding, conducted by Ipsos MORI, on behalf of Citizens Advice Scotland (CAS).
The research comprised a survey of 1,004 consumers in Scotland (aged 16 and over), carried out between 7 and 20 March 2016. The specific issues covered were: experience of consumer problems and complaints; awareness and expectations of consumer organisations; awareness and perceptions of CAS; and experiences of using CAS services.
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Publication date:June 2018
Citizens Advice Scotland welcomed the opportunity to respond to this consultation concerning competition and transparency in the provision of funerals and crematoria market power.
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Publication date:June 2018Scotland’s independent consumer advocate has pledged to put consumers first in the regulated industries of energy, water and post. The Consumer Futures Unit of Citizens Advice Scotland has outlined its priorities in its work plan for 2018-19.
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Publication date:June 2018Today the Consumer Futures Unit (CFU) at Citizens Advice Scotland (CAS) is publishing its insight report 'Speaking up: Understanding Fuel Poverty Support Needs' alongside a briefing sheet.
The insight report is based on research carried out in 2017 by Ipsos Mori and Bill Sheldrick. The CFU commissioned the research to explore the characteristics of fuel poor households that may be in the greatest need of support, and the types of support that would benefit them most. The research included secondary analysis of Scottish Household Survey data as well as qualitative interviews with fuel poor households.
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Publication date:June 2018
An important aspect of access to justice for consumers is to be able to access redress when something goes wrong, and that this redress should be easy to access, free and independent.
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Publication date:May 2018
This report raises issues around the extent of consumers who would be unable to afford household goods, as well as a lack of awareness of consumers of different affordable options that are available to them. This research therefore expanded to look at the wider issues of the affordability of household goods and the different options in accessing them, as well as focusing on the rent-to-own sector.
This research also explore the consumers experience of the rent-to-own sector as CAB research and evidence had suggested that this was a growing area of consumer concern. The research found positive and negative aspects of the sector and makes recommendations for future change.
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What consumers in rural and remote areas want from Post Office Outreach servicesPublication date:May 2018The Consumer Futures Unit at Citizens Advice Scotland carried out innovative deliberative research into what aspects of the Post Office Ltd Outreach network were most important to consumers in remote and rural areas, and why.
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Publication date:March 2018The Consumer Futures Unit has provided feedback on the proposed Revision of the European Commission's Drinking Water Directive (Recast 2017).
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Findings from the Citizens Advice Scotland bus users surveyPublication date:March 2018CAS has explored the experience of bus passengers over the past few years. In 2016, we undertook our first first bus users' survey which looked at transport issues in rural areas, and led to our Round the Bend report.
Following this, we wanted to explore what bus passengers want which led us to undertake a public survey, asking consumers what aspects of their bus services they are satisfied with and what they are unsatisfied with. CAS also asked what issues were most important to consumers in relation to buses. This report analyses this 'Your Bus, Your Say' survey which was completed in 2017.
Responses
> 4,677 survey responses in total
> Received the highest number of responses from Glasgow City
> Over a quarter of respondents travelled by bus at least 5 times or more per weekSatisfaction
> 68% of respondents were generally satisfied with the cleanliness/condition of their local bus
> 76% of respondents were generally satisfied with feeling safe on their local bus service
> 71% of respondents were generally satisfied with driver behaviour on their local bus serviceDissatisfaction
> 64% of respondents were generally dissatisfied with the service frequency of their local bus
> 72% of respondents were generally dissatisfied with providing feedback to their local bus service
> 67% of respondents were generally dissatisfied with getting help from their local bus serviceTop three most important issues to bus users
> Service frequency - 72%
> Punctuality - 59%
> Value for money -39%
Travel> 16% of respondents could not reach their GP surgery or hospital by bus
> 13% of respondents could not reach their workplace by bus
> Only 5% of respondents never travel by bus
> Whereas 46% travelled 3 or more times per weekSpotlight: -
Publication date:February 2018The Consumer Futures Unit has responded to the European Commission’s consultation on how risks arising from pharmaceuticals in the environment should be addressed.
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Stressed About Debt? High costs of energy, food and fuel mean that many people are finding it impossible to keep up, worrying about debt or falling behind on bills. The Citizens Advice network in Scotland is here for you, with free, confidential and impartial advice in a variety of ways.