Chief Executive's Foreword
Welcome to Consumer Scotland’s autumn Newsletter highlighting the key actions we have taken to improve outcomes for consumers over the past quarter. As the statutory body for consumers in Scotland our work addresses issues of importance to consumers across the Scottish economy and the public sector.
In July we launched our first investigation, into the low carbon home heating market in Scotland. Removing emissions from home heating is an essential part of the transition to net zero and these major changes will drive demand for green technologies in Scotland such as heat pumps, solar panels and insulation. However, there are concerns over consumer confidence in the sector, including evidence of rogue traders and scams. Our investigation will make recommendations to improve protection and support for consumers.
Helping consumers play their part in the drive to net zero is fundamental to our work and in August we published new research on the views of electric vehicle drivers in Scotland. Consumers warn that the cost of the public EV charging network is too high and we have identified a number of significant improvements required if consumer confidence is to be increased.
In August we responded to energy regulator Ofgem’s announcement that the annual energy bill for a typical household will rise to £1,717 from October. The rise of almost £150 will compound affordability challenges for consumers already struggling to pay their bills and we want to see market reform and better targeted energy affordability support.
Last month we put the spotlight on the experience of consumers in the parcels market, finding an estimated 1.3 million parcels did not arrive in a single year. Action is required from the regulator, parcel operators and online retailers to improve outcomes for consumers using parcel delivery services.
Other areas of our work have highlighted the importance to consumers of urgent action to address the impact of climate change on water supplies in Scotland, of improvements required to the regulation of legal services and the recent detriment caused to consumers by the collapse of McClure’s law firm.
We have also published a major report on the range of challenges consumers are currently facing in Scotland. The Consumer Outlook 2024-2025 report sets out how economic, societal and technological trends affect consumers and aims to ensure decision makers - including government, parliament, businesses and regulators – understand the scale and significance of those issues for consumers.
Sam Ghibaldan, Chief Executive
Launch of Consumer Scotland's first investigation
Consumer protections in the low carbon home heating market under investigation
Consumer Scotland has launched an investigation to help consumers decarbonise their home heating and improve energy efficiency.
Removing emissions from home heating is an essential part of the ongoing transition to net zero. The Scottish Government is proposing legislation that sets new targets for delivery, with around 2.4 million homes needing to convert to cleaner heating systems by the end of 2045.
These changes will drive an unprecedented demand for green technologies such as heat pumps, solar panels and insulation. However, there are reports consumers do not always have confidence in the sector, including evidence of low consumer awareness, misleading claims, rogue traders and scams.
Consumer Scotland’s investigation will examine a range of issues, including whether consumers have access to:
- high quality and accessible sources of advice and information
- strong consumer protections
- fair and affordable consumer incentives
- competitive and clear product choices
Following the investigation, Consumer Scotland will make recommendations to help deliver the necessary protections and confidence for consumers to decarbonise and improve their home energy efficiency.
For more information read our news release
Latest News
New study sets out key challenges facing consumers in Scotland
The key challenges facing consumers in Scotland in 2024 and beyond have been highlighted in a new report published by Consumer Scotland.
The Consumer Outlook 2024-2025 report highlights how factors including economic change, technological evolution and broader policy decisions affect the choices and challenges that consumers face.
Changes in markets can create positive outcomes and opportunities where new products and services broaden choice and enhance accessibility. However, this evolution can also create new issues where consumers have to navigate uncertainties and unfairness, particularly in new and emerging markets.
The report sets out the significant issues facing policymakers including how we distribute costs of essential services fairly, how consumers can be supported in the journey to net zero and how consumers can be most effectively be protected from harm.
The report will provide a strong evidence base to help decision makers - including government, parliament, businesses and regulators – understand the scale and significance of current issues facing consumers in Scotland.
For more information read the news release and report.
Electric vehicle drivers in Scotland say cost of public charging network “too high”
Consumer Scotland has published new research revealing a series of concerns from drivers of electric vehicles (EVs) in Scotland.
Our study highlighted that the public charging network is the primary cause of complaint for EV drivers with particular concerns around cost, availability and reliability.
Nearly three quarters of EV drivers charge mostly at home, strongly preferring to do so because of lower costs and high convenience.
Consumer Scotland recommendations include:
- significantly improving the public charging network, particularly in areas with housing types such as flats where consumers are unlikely to be able to charge at home
- better access to lower cost public network charging
- improved information on the performance of EVs in advance of purchase including seasonal variations in battery range and degradation in battery life
- increasing capacity of servicing and repair as the second hand EV market develops
For more information read our news release
Estimated 1.3 million parcels ‘lost’ in Scotland in a single year
New Consumer Scotland research has found the majority of consumers (60%) experienced at least one problem with their parcel deliveries over a twelve month period.
The survey highlights the importance of better regulation of the market with clearer complaints procedures and more detailed data for Scotland.
Problems ranged from lost or damaged parcels, delivery practices such as leaving parcels in insecure or inaccessible locations or with an unknown neighbour, delayed delivery and poor information provision.
The survey showed that over a twelve month period 29% of consumers in Scotland reported missing parcels, equating to 1.3 million never arriving.
Consumer Scotland has set out a number of recommendations for the regulator, parcel operators and online retailers. We will continue to engage with these organisations to deliver improved outcomes for parcel customers.
For more information read our news release
Consumers “alarmed” by impact of climate change on Scotland’s water resources
Consumers in Scotland have expressed alarm about the impact of climate change on water supplies in Scotland and have called for urgent action to tackle the problem.
In-depth research published by Consumer Scotland found consumers initially said they knew very little about the impact of climate change on water services in Scotland.
However, during a series of workshops over a six-week period, participants were alarmed as they learned more about the impact of climate change.
Consumer Scotland has made a number of recommendations for action to address consumers’ concerns. Our proposed measures include that the Scottish Government work with Scottish Water and the wider sector on national strategies to improve future water resources management and water efficiency.
Consumer Scotland has also recommended the Scottish Government take a lead role, with support from Scottish Water, the Scottish Environment Protection Agency and local authorities, to develop legislation to promote environmental solutions that help alleviate flooding, including incentives to ensure the uptake of sustainable drainage solutions in new housing projects.
For more information read our news release
Consumer detriment in Scotland
What we know about consumer detriment in Scotland across a range of markets and what more we can learn is explored in a new blog post from Consumer Scotland Policy Manager Eva Ablett.
Consumer Scotland recently analysed a range of different data sources to identify the level and nature of detriment in Scotland to help government, regulators, advice and enforcement bodies identify where action should be targeted to help to reduce consumer harm.
Eva explores these key issues and also examines areas for future research including the impact of factors such as household income and education and the cumulative impacts of detriment on consumers.
For more information read the blog post
Consumer Scotland support for clients of former Scottish law firm
Consumer Scotland is working to highlight the experience of clients of the former law firm WW & J McCLure Ltd who ceased to trade in 2021.
The issue has been of concern to MSPs and was the subject of a members' business debate led by MSP Stuart McMillan in February this year.
Consumer Scotland has raised concerns that former clients may be unaware the firm has ceased to trade and will require support and assistance to understand the impact of this on them.
We have also highlighted that former clients may face additional financial costs for any further action they are required to take in seeking redress and that they may experience difficulties in navigating complex complaints processes.
Consumer Scotland has raised these concerns with the Scottish Government and the Law Society of Scotland's Regulatory Committee and is continuing to work with regulators, consumer groups and others to try and improve outcomes for those affected by the firm’s closure.
Read the correspondence between Consumer Scotland, the Scottish Government and regulators
Consumer experiences of legal services in Scotland
New legislation to regulate legal services in Scotland provides an opportunity to improve the transparency of our regulatory systems and could help boost consumer confidence.
However, in a new blog post, Consumer Scotland Head of Policy and Markets Tracey Reilly and Head of Research Jane Williams have highlighted some key areas where reforms should be prioritised to improve outcomes for consumers.
The blog post also highlights the importance of access to justice across consumer markets both now and in the future.
For more information read their blog post
Energy price cap rise highlights need for better support and market reform
Energy regulator Ofgem announced last month that the annual energy bill will rise to £1,717 for a typical household from 1st October – an increase of almost £150 or 10%.
Chief Executive of Consumer Scotland Sam Ghibaldan said: "The rise in the price cap will compound affordability challenges for those who are already struggling to pay their bills and comes as we approach the coldest months of the year.
"There is a need for governments to design better targeted energy affordability support for consumers, particularly given current levels of debt and ongoing pressure on household budgets.
"This should be led by a comprehensive review of current energy affordability schemes to ensure consumers who are struggling with bills get the support they need.”
Consumer Scotland wants to see energy market reforms to enable all consumers to access affordable, clean energy in the future.
In addition we are recommending a renewed impetus on a range of additional measures to lower bills and keep homes warmer, including improved insulation.
We are engaging with the UK and Scottish governments, the regulator and other consumer groups on the changes that are required to deliver better outcomes for consumers and how these can be achieved.
Read the full statement
Forward Look
Over the next few months Consumer Scotland will continue our work to deliver better outcomes for consumers across markets and services in Scotland and across our priority themes of affordability, climate change adaptation and mitigation and consumers in vulnerable circumstances.
Over the next quarter we will:
- Publish new research on the actions that are required to help consumers in Scotland play their part in the transition to net zero. This will be published to coincide with the Scottish Government’s Climate Week which begins on 23rd September
- Publish an analysis of the responses to our consultation on the draft consumer duty guidance for public bodies in Scotland. The consultation feedback will inform the final guidance for public bodies to enable them to consider the impact of their strategic decisions for consumers in Scotland
- Publish a new report into water affordability in Scotland. Our detailed analysis will look at the choices facing policy makers to ensure Scotland’s water and sewage infrastructure is modernised while ensuring that the investment required does not have a negative impact for consumers in vulnerable circumstances through increased bills
- Publish a new report into consumer attitudes towards and experiences of heat pumps and solar PV. This report forms part of our wider package of work to ensure consumers receive the support they need to play their part in the transition to net zero
- Publish new research on disabled consumers with high essential energy expenditure. Working with organisations representing disabled people, and drawing on our previous research, we will consider how disabled people with additional energy expenditure may be better supported
- We will continue to work closely with key stakeholders to ensure issues are addressed collaboratively across the consumer landscape in Scotland. This includes upcoming meetings of the Consumer Network for Scotland and the Energy Consumers Network
Contact Us
For more information about our work please get in touch at:
Email: info@consumer.scot
Address: Consumer Scotland, Thistle House, 91 Haymarket Terrace, Edinburgh, EH12 5HD
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