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Publications

  1. Energy issues brought to citizens advice bureaux in 2011/12
    Sarah Beattie-Smith
    Publication date:
    January 2013

    This report examines the types of issues on which clients sought advice with regards to their household energy in 2011/12. It also examines the client profile of people seeking help on such issues, thus allowing support to be targeted at the groups where it is most needed.

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  2. How some online retailers are disadvantaging Scottish consumers
    Sarah Beattie-Smith
    Publication date:
    December 2012

    Over 1 million Scots are being ‘routinely ripped off’ by unfair delivery charges because of where they live, according to new evidence published by Citizens Advice Scotland.

    By analysing over 3,000 customer complaints and over 500 online companies, we have uncovered a ‘postcode penalty’ that sees some Scots having to pay an average of nearly £19 extra when buying goods online. The problem does not just affect remote rural and island areas, but postcodes right across Scotland. It hits businesses as well as families.

  3. Lyndsay Russell
    Publication date:
    December 2012

    This report presents the evaluation findings from the Energy Best Deal+ pilot project. The project was a result of the Fuel Poverty Summit in Scotland in October 2011 and coordinated by Citizens Advice Scotland and funded by Eon, EDF Energy, Npower Scottish Gas, Scottish Power and Scottish and Southern Energy. The pilot ran for eight weeks from July to September 2012 from nine Scottish citizens advice bureaux.

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  4. Keith Dryburgh
    Publication date:
    November 2012

    Payday loans are increasingly becoming a significant area of advice need at citizens advice bureaux, particularly amongst younger clients who are in employment. While this form of credit may meet the needs of some customers who experience difficulties accessing mainstream credit, bureaux report that many customers have experienced financial difficulties as a result of poor policies and practices in the industry.

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  5. CAS response to the BIS consultation on the supply of goods, services and digital content
    Publication date:
    October 2012

    The UK Government has consulted on their proposals to simplify consumer protection legislation.  The new Consumer Bill of Rights aims to harmonise European legislation into our own consumer protection laws, as well as simplifying many disparate pieces of current UK legislation.  Here, CAS gives its response to the proposals.

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  6. Case evidence and statistics from the Scottish CAB Service
    Citizens Advice Scotland
    Publication date:
    October 2012

    This report provides a snapshot of the issues that are affecting consumers in Scotland, examining both national and local trends in consumer issues. This is based on data provided by the majority of citizens advice bureaux in Scotland and data from the Citizens Advice Consumer Helpline. We will aim to publish Consumer Snapshot on a regular basis to provide an up-to-date overview of the issues facing consumers in Scotland.

    This report covers the first two quarters of the financial year 2012/13 from April-September 2012.

  7. A proposal for a Regulation from the European Commission
    Sarah Beattie-Smith
    Publication date:
    May 2012

    Citizens Advice Scotland welcomes the opportunity to respond to this consultation. Our response does not address every question contained in the consultation document. Rather it focuses on the aspects regarding consumer protection and whether the proposed Common European Sales Law would achieve its stated purpose with regard to consumer choice.

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  8. Publication date:
    May 2012

    Case evidence from citizens advice bureaux show that many clients have been asked to pay premiums by letting agents. These charges can have a significant impact on the individual’s finances and can put their tenancy at risk.

  9. Sarah Beattie-Smith
    Publication date:
    April 2012

    In consulting with Citizens Advice Bureaux and analysing the case evidence from bureaux clients, it is clear that consumers in remote communities face many barriers. 

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  10. A guide for consumers
    Publication date:
    April 2012

    The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues. 

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  11. Lyndsay Russell
    Publication date:
    February 2012

    In January 2012 CAS coordinated a national campaign event called Big Energy Week. The aim was to encourage Scottish consumers to check their energy tariffs and their entitlement to free insulation and assistance with their energy bills.

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  12. Matt Lancashire
    Publication date:
    February 2012

    The key priority areas for citizens advice bureau clients primarily relate to the work of the OFT in the consumer credit and financial products markets. This response outlines the areas of work which we would like to see the OFT continue as priorities, and highlights areas of concern for further consideration by the OFT.

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  13. Problems with delivery of online purchases to consumers in remote and rural Scotland
    Sarah Beattie-Smith
    Publication date:
    December 2011

    This evidence report explores the experiences of consumers in rural and remote areas of Scotland, who are often refused delivery or charged more than people in urban areas when ordering goods online.

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  14. Scams and their victims
    Lucy Manson
    Publication date:
    October 2011

    A report on the impact of scams on the most vulnerable in society. 

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  15. Publication date:
    September 2011

    CAS interim response to the BIS Empowering and Protecting Consumers consultation.

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  16. Keith Dryburgh
    Publication date:
    September 2011

    Report showing a snapshot of Scottish citizens advice bureaux debt work in 2010/11.

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  17. Publication date:
    September 2011

    CAS’s response to the government consultation on the simplification of the consumer landscape, including the transfer of Consumer Direct's advice-giving work to Citizens Advice Scotland and Citizens Advice (England and Wales) in April 2012.

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  18. Keith Dryburgh
    Publication date:
    August 2011

    A short report from Citizens Advice Scotland detailing recent case evidence on debt management companies from Scottish citizens advice bureaux.

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  19. Publication date:
    July 2011

    Response from Citizens Advice and Citizens Advice Scotland to the Law Commission and the Scottish Law Commission. The response supports the objective to gain straightforward private rights of redress for misleading and aggressive practices.

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  20. Lucy Manson
    Publication date:
    June 2011

    Response to OFCOM's consultation on tackling unexpectedly high bills or 'bill shock' in telecommunications . Views sought on why these occur, the impact of these bills, and preventative measures.

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