Consumer Issues
We want to ensure that UK consumers are treated fairly, know their rights and can use them effectively, and that consumer law is fair to both consumers and business.
Consumer advice
BIS works to ensure UK markets work for the benefit of business and consumers alike. Where vulnerable consumers are at risk, we take action to ensure the best placed organisations tackle the problem. Whether it's an issue around buying and selling, credit and debt or consumer safety, we work with consumer organisations and businesses to develop practical, helpful solutions. Empowered, confident consumers will help drive business growth, boost innovation and encourage competition.
BIS does not provide advice on individual consumer problems or complaints, nor can it interpret legislation in individual cases. For individual advice and guidance, see Consumer advice and guidance.
Consumer rights reform
Though our consumer protection regime is world-class, the current law is overly complex and difficult to interpret and BIS is therefore planning a comprehensive updating of consumer law involving major reform of some 12 substantial pieces of existing legislation. You can learn more about our proposals at Consumer rights.
Consumer protection landscape reform
We will consolidate public funding and clarify the responsibilities of organisations that provide information and advice to consumers. Key changes announced in the Government’s response to the consultation on these reforms are:
- Public resources for consumer advice and advocacy will focus on the Citizens Advice service
- A new National Trading Standards Board (NTSB) with funding from BIS and in due course OFT will build on the good work of Local Authority Trading Standards Services. It will provide national leadership and resources to make it easier for Trading Standards to tackle rogue traders across local authority boundaries
- Collaboration and intelligence-sharing between the key consumer organisations will be improved through a Strategic Intelligence, Prevention and Enforcement Partnership, so they work better together for the benefit of consumers
Consumer credit and debt
We are working with industry, regulators and consumer organisations on measures to end unfair bank charges and improve the UK’s credit regime, including strengthening consumer protections in areas such as personal insolvency, store cards and payday lending. We are also working to reform and strengthen the system for credit regulation, including bringing it together with regulation of other retail financial services under the new Financial Conduct Authority.
Consumer empowerment
Using a non-regulatory approach and working closely with consumer groups, businesses and 3rd sector bodies, we aim to provide consumers with greater information to enable them to achieve better quality, prices and access to goods and services, and to have a greater choice in how and where they make their purchases.
Initiatives include projects to encourage community buying groups – including through the Buy Better Together Challenge – and midata, that will give individuals more access to, and control over, the data that companies hold on them, allowing them to use their personal and transaction data to get a greater insight into their own spending habits and improve their buying decisions.
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