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Citizens Advice Scotland has called for phone, broadband and pay-TV providers to recognise that vulnerable consumers need extra support in accessing these services.

In a response to a consultation by Ofcom which is seeking to provide guidance to providers on treatment of vulnerable consumers, CAS calls for an inclusive approach which widens the definition of vulnerability to include rurality, and which recognises that consumers can be vulnerable at different times in their lives.

Since the roll out of Universal Credit (UC) began, CAS has repeatedly raised concerns about fundamental elements of the design and delivery of the UC system.

Citizens Advice Bureaux (CAB) data, including Citizen Alerts (cases from local CAB), have shown the key problem elements of UC to be; the five week wait for first payment, the digital by default system, direct deductions from payments and increasing rent arrears caused by the cycle of payment in arrears.

Andrew Scobie of Perth CAB has carried out a qualitative study to explore how third parties, specifically creditors and health professionals, are responding to the needs and circumstances of indebted citizens with mental health issues.

Prices changes during the next regulatory period 2021 – 2027 may have a bearing on paying customers, particularly those on low income. CAS recently conducted research using Fraser of Allander Institute to understand how potential price change scenarios may affect aspects of affordability. Research sought to identify what proportion of Scottish households would be likely to spend more than 3% of income on water and sewerage under four charge scenarios between 2021/22 and 2027/28 (2%, 2.5%, 3% and 3.5%).

Our 7th edition in the 'Who Are You?' series describes those coming to citizens advice bureaux in Scotland for advice during November 2018.  

CAS welcomes the FCA's commitment to vulnerable consumers and the guidance they have published to help firms understand their obligations. 

Citizens Advice Scotland has responded to the Insolvency Service's call for evidence on Insolvency Practitioner regulation.

Citizens Advice Scotland (CAS) welcomes the opportunity to respond to the consultation. In 2017-18, Scotland’s CAB network advised clients on a total of 47,254 issues related to employment. Of those, the largest proportion related to Pay and Entitlements (13,697), with Scottish CAB advising clients on 454 issues specifically related to the National Minimum Wage or National Living Wage.