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Spotlight on: Consumer Futures Unit


  1. 31 Jan 2018

    Citizens Advice Scotland (CAS) has welcomed news that the House of Commons Scottish Affairs committee is to investigate the issue of unfair delivery fees to northern parts of Scotland.

  2. 20 Dec 2017

    The Consumer Futures Unit of Citizens Advice Scotland has responded to the publication of the Scottish government’s Energy Strategy, stressing the importance of consumer engagement.

  3. 7 Dec 2017

    Citizens Advice Scotland (CAS) has welcomed news that the Competition and Markets Authority is to investigate the market in district heating networks (i.e. where heat is supplied to multiple homes from one central source). 


  1. Gail Walker

    Publication date: February 2018

    The Consumer Futures Unit launches a new water report today. Deliberative research was used to get a deeper understanding of consumers’ views on two important aspects of water policy: service standards across urban and rural areas, and how consumers relate to water and the environment.

    Findings from the research supported stronger engagement between Scotland’s water industry and those that use its services, and that involving consumers in the design and delivery of water and sewerage services is more likely to result in mutual benefits for both the industry and those that use its services.

    The report found that consumers are strong supporters of water and environmental protection and conservation, however they need more help to understand how their behaviour in terms of appropriate disposal of household waste can and will protect both Scottish Water’s assets, and the environment. Moving consumers from being largely disengaged users of water services, to willing and informed partners, will require insight and creativity. The challenge for the water industry and government is to bring this about.

  2. Fraser Stewart

    Publication date: February 2018

    The Consumer Futures Unit (CFU)'s report Leading By Example sets out the mechanisms that are used by 40 regulators and service providers within the regulated industries of energy, water and post to develop consumer-focused policy and practice. 

    The CFU uses seven consumer principles to evaluate policy and practice from a consumer perspective, and encourages other organisations to use them as a tool to support the design of regulation, policy and practice.  The principles seek to move organisations from thinking about consumers, to thinking like consumers.

  3. Consumer Futures Unit Response
    Craig Salter

    Publication date: February 2018

  4. Stephen Dunlop

    Publication date: January 2018

    Following a non-domestic water industry event in 2015, during which stakeholders recognised the need for an industry Code of Practice, the Water Industry Commission for Scotland (WICS) established an industry-led Working Group which was tasked with developing a Code for the licensed providers in the Scottish market. The CFU consider that the Code of Practice has the potential to deliver improved outcomes for non-domestic consumers – businesses, charities and public sector bodies in Scotland – in terms of service delivery and to act as a driver for greater protections for non-domestic consumers against poor practice.

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