Policy paper

Consumer rights and protection network

Published 23 June 2015

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New government measures will make it clearer and easier for consumers and businesses to find out where to go for help and advice. For example, we’ve been working with business and consumer groups to develop point-of-sale posters in shops. They explain the new simpler consumer rights that come into force on 1 October 2015.

Consumer Protection Partnership

We’re working with our partner organisations to identify, prioritise and co-ordinate joint action to deal with the issues causing greatest harm to consumers. Through the Consumer Protection Partnership (CPP), we’re making sure these organisations work - together and individually - to help consumers and businesses and to pursue dishonest traders. By combining forces, the CPP can make certain important issues don’t fall between the gaps in the network. The network of partner organisations includes:

Other partners in the CPP are the Competition and Markets Authority, Financial Conduct Authority, and Department for Enterprise, Trade and Investment in Northern Ireland.

The CPP has published full details of its priorities for 2015 and is now working together to take them forward. Current priorities include:

  • developing a plan to deal with harm from subscription traps and social media/ search engine advertising
  • work on unfair cancellation terms in contracts
  • assessing whether collective action by the CPP would provide better protection for holiday products like timeshares

Citizens Advice service

Citizens Advice and Citizens Advice Scotland, work together as the Citizens Advice service to provide a Consumer Service Helpline 03454 04 05 06 and to provide online information and advice about consumer rights through the Adviceguide website. For a consumer who has tried and failed to sort the problem out with the trader concerned, this should be their first step in protecting their rights. The Citizens Advice service is also the national ‘consumer advocate’ for all general consumer issues and those in the regulated gas, electricity and postal sectors, enabling it to speak up for and highlight issues on behalf of consumers. It is also responsible for educating consumers about their rights.

National Trading Standards

National Trading Standards (NTS) prioritises national and cross local authority boundary enforcement in England and Wales. This makes sure that Trading Standards can deal with complex criminal activity more effectively. NTS provides national enforcement services including the Safety at Ports and Borders, E-Crime, and ‘Scambuster’ Teams.

Trading Standards Scotland

Trading Standards Scotland (TSS) priorities include national and cross local authority boundary enforcement in Scotland. TSS has developed a single amalgamated intelligence and enforcement team to deal effectively with complex criminal activity against Scottish consumers and businesses.

General Consumer Council for Northern Ireland

The General Consumer Council for Northern Ireland is the ‘advocate’ for consumers in Northern Ireland. This means providing advice, information, and education for consumers for all general consumer issues. This includes postal issues, although postal services policy remains the responsibility of the UK government.

Chartered Trading Standards Institute

The Chartered Trading Standards Institute (CTSI) manages the Consumer Codes Approval Scheme. This scheme is an important way to provide protection to consumers. It improves standards of customer service without placing unnecessary regulatory burdens on business. CTSI is also responsible for providing education and guidance to businesses on complying with consumer law and regulation.

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