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Positive Change: improving outcomes and supporting Covid response in 2020/21

The Impact Team at Citizens Advice Scotland helps deliver the second aim of the Citizens Advice network in Scotland; taking the issues we see across our network and using that to inform policy advocacy to deliver social change for people.

This impact report demonstrates how we achieved our key outcomes for 2020-21. 

Despite being a challenging year owing to the unanticipated impact of the COVID pandemic, the new Consumer Advocacy Grant provided by the Scottish Government during 2020/21 allowed CAS to make a significant contribution to delivering outcomes for people during a difficult period:

  • Supporting consumers to improve financial health and resilience across a range of sectors.
  • Ensuring a better level of service across sectors and markets by representing consumer interests when working with government, industry, regulators and third sector partners to ensure the needs of people are taken into account in service delivery, and that accessibility is considered across all demographics, not just those which are profitable.
  • Successfully advocating for a range of measures that have the effect of mitigating the worst impacts of the pandemic, thereby assisting people to focus on their health and wellbeing and that of their families.
  • Ensuring that people have access to reliable sources of information and advice to assist them throughout this national crisis period.

Download the full report to read how the Impact Team delivered for the people of Scotland through our advocacy, research and campaigning work in 2020-21. 

Impact Team
Publication date
September 2021
Publication type
Number of pages