Committee for Consumers in Vulnerable Circumstances
Minutes of meeting, Meeting 8, 12 June 2025, 10.00am – St Vincent Plaza, Glasgow
Attendees
Angela Morgan, Chair (Board, Consumer Scotland)
Douglas White (Director of Policy and Advocacy, Consumer Scotland)
Kirsten Urquhart (Young Scot) – joined remotely
Artemis Pana (Scottish Rural Action) - joined remotely
Karen Nailen (Chief Executive, West Lothian Citizens Advice Bureau)
Kendal Morris (SP Energy Networks)
John McKendrick (Glasgow Caledonian University)
Jane Williams (Head of Research, Consumer Scotland)
Tracey Reilly (Head of Consumer Markets, Consumer Scotland)
David Jackson (Policy and Advocacy Officer, Consumer Scotland)
Catriona Kirk (Operations Team, Consumer Scotland – Minutes)
Apologies
Aaliya Seyal (Chief Executive Officer, Legal Services Agency)
Twimukye Macline Mushaka (Representing herself)
Agenda Item 1: Arrival
Agenda Item 2: Welcome and Introductions
1. The Chair welcomed members to the eighth meeting of the Advisory Committee on Consumers in Vulnerable Circumstances.
2. Apologies were noted and members unable to attend had been invited to provide any feedback on papers via email.
3. The minutes of the previous Committee meeting held on 12th of March 2025 were approved.
Agenda Item 3: Updates Log
4. David Jackson provided an overview of updates relevant to previous Committee discussions since the last meeting held on the 12th of March 2025.
5. The update was included as part of the paper pack circulate to members prior to the meeting.
6. Substantive items were reviewed as below:
- Ongoing work with VOIP: Consumer Scotland have engaged with service providers and policymakers to help identify the risks to consumers as the switch over continues. An industry-led campaign targeted at those with telecare devices has also been committed to by UK Government.
- Research of disabled people in rural areas: Agenda Item 5 covered this topic in more detail. However, David used this as an opportunity to thank the Committee for their initial steer on the work.
- Universal Service Obligation: research has been undertaken on low income and rural consumers of post and how changes to the USO will affect this. A response to Ofcom’s consultation has been submitted and the Committee will be updated on progress where relevant.
- Consumer Duty: published guidance was shared at the last Committee meeting. Early engagement from bodies liable to the Duty have been promising. A brief example of good practice was outlined to the Committee.
- Heat Networks: as of the 1st of April, Consumer Scotland (CS) are now operational as the statutory advocacy body for heat network consumers in Scotland.
- The recently published consumer focused policymaker toolkit for addressing climate change has received a lot of interest from Scottish Government and other bodies who have provided positive feedback on how the framework can help inform their work.
7. Karen noted that she had met with Consumer Scotland’s Head of Energy Transitions, Alistair Hill, following the last committee meeting and will continue to collaborate on front-line heat networks activity.
Agenda Item 4: Consumer Detriment Report
8. Eleanor Mullan, Head of Analysis at Consumer Scotland, introduced herself to the Committee.
9. The presentation delivered to the Committee outlined the background and results from a recent Consumer Detriment Report. Consumer Scotland were involved in the funding and research design for this work that was carried out by the Competition and Markets Authority. Consumer Scotland also published an insight report reflecting on research findings.
10. Key findings included:
- Detriment was defined as “problems with an item or a service that caused stress to the consumer, cost them money, or took up their time”.
- Detriment is widespread and has substantial financial and non-financial effects
- No statistically significant differences between the UK as a whole and Scotland, however detriment incidence (69%) and median (3) slightly lower in Scotland
- Estimated cost of detriment in Scotland (£4.0bn) largely proportionate to share of UK population and detriment incidents
- Changes between 2021 and 2024 – small increase in % of population experiencing detriment and increase in mean at UK level (not seen in Scotland). Some sectors saw changes, but most were stable.
- Of the consumers who faced detriment, 78% sought some form of redress
- Those with limiting health conditions, younger people and those struggling financially were more likely to experience detriment than others, and in the case of those with health conditions or struggling financially, also experienced the worst impacts of detriment.
11. The Chair thanked Eleanor for her overview and noted that it would be helpful to revisit this topic with the Committee at a future meeting. Members were then invited to provide feedback or ask questions.
12. The further discussions can be summarised as below:
- Issues on access to childcare, as opposed to detriment incurred through paying for the service, would be interesting to compare
- Kirsten noted she would reach out to Eleanor separately on how YoungScot may be able to use these insights in their work
- Confidence in seeking redress – are there specific groups that are more, or less, confident in doing so?
13. All members noted the research was extremely well-presented, interesting and useful, and that the results aligned with their understanding of the sector.
14. An action was recorded for the presentation to be shared with the Committee following the meeting.
Agenda Item 5: Overview of Research Insights from CCVC Projects
15. Jane Williams and David Jackson led on the Overview of Research Insights from CCVC Projects.
16. The research report, which was developed alongside Thinks Insight and Strategy, looked into access to transport, health and social care and access to leisure opportunities for disabled consumers living in rural areas.
17. The key objectives of the report were to:
- Identify key problems for disabled consumers living in rural and island communities in Scotland
- Understand key priority issues
- Explore opportunities for change
18. The research design focused on interviews and focus groups from two local authorities (Dumfries and Galloway and Highlands)
19. Summary of key findings:
- Access to transport underpins nearly every challenge faced by rural disabled consumers when accessing goods and services
- Three key barriers relate to availability, inaccessibility and cost
- Disabled consumers adapt behaviour to reflect significant access constraints
- Planning burden – difficult to act spontaneously due to barriers faced
- Disabled rural consumers face considerable anxiety due to infrequent, unpredictable, and costly goods and services making them out of reach or increasing their reliance on friends and family.
20. David concluded that whilst proactive examples of best practice exist, they are not consistent. The findings highlight the importance of community, place-based solutions.
21. The Chair thanked Jane and David for their presentation. The Committee followed with a short discussion on the paper, noting the importance of research in this area and the clear need for cross-market solutions.
Agenda Item 6: Regulation of Legal Services
22. Tracey Reilly led a presentation on Consumer Scotland’s work on the Regulation of Legal Services, noting that the paper circulated in advance to members was in the form of an impact case study .
23. The presentation outlined the work Consumer Scotland carried out to influence the Regulation of Legal Services (Scotland) Bill.
24. The Bill aimed to update the regulation of legal services in Scotland and provide for a modernised regulatory framework, revising the framework for complaints and improve accountability and transparency.
25. Tracey updated the Committee on the below:
What did Consumer Scotland do?
- Commissioned and published research
- SLCC Independent Panel member
- Stakeholder work within the sector and with the Scottish Government
- Written Briefings: Scottish Parliament
- Oral Evidence to Scottish Parliament
Consumer Scotland advocated for:
- Consumer principles to guide the objectives of the Bill
- Sufficient checks and balances to protect consumers – given the compromise regulatory model chosen by government
- More stringent reporting for regulatory bodies and to be subject to FOI
- Powers of review and oversight in relation to the role of professional bodies
- A wider role for the Independent Panel along with appropriate resourcing
- Regulation to make it easier for other advice bodies to provide advice on legal issues
- Improvements to the complaints process
- A requirement for a post-legislative review of the Bill and whether it delivered its objectives
26. Tracey then outlined some of the successes, challenges and opportunities that had arisen from the changes to the Bill.
27. Tracey concluded that although the work on the Bill is complete, Consumer Scotland will not lose sight of the importance of legal services to consumers in Scotland.
28. The Chair thanks Tracey for the presentation and Committee members noted that the paper was insightful. Artemis noted she would contact Tracey separately on this subject following the meeting.
Agenda Item 7: Consumer Scotland Roundup
29. David Jackson summarised the Roundup Paper (circulated with members prior to the meeting) for the Committee on aspects of Consumer Scotland’s recent work:
- Net Zero: Framework for policy addressing climate change has been published. A response has been submitted to the Scottish Government Just Transition Transport plan, highlighting the importance of better value for money for consumers and convenient services that are available, timely, accessible and safe.
- Transport: Briefing published in April on Sustainable Transport, and subsequently corresponded with the Cabinet Secretary in relation to this.
- Finance: Responded to Financial Conduct Authority’s consultation on contactless payments regarding increases to limits.
- Housing: Social rented sector and private rented sector reports underway. Also submitted briefing to Stage 2 of Housing Bill.
- Energy Affordability Tracker: Recently published insights on tracker which measures consumer perceptions of the affordability of energy. The report highlighted that consumers in vulnerable circumstances must be considered and protected.
- RTS switch off: This could cause urgent issues for some consumer groups, as people could be left without heating or hot water. CS have been calling on suppliers to seek out RTS consumers to maximise protection those with heightened need.
- Committee ad hoc meeting with Ofgem on their vulnerability strategy: Discussion focussed on definition of vulnerability, and energy debt was highlighted as an issue. Final publication included detail on nature of vulnerability, including how to support those in need. David discussed how a number of points raised at the meeting were reflected in Ofgem’s final refreshed strategy.
- USO: Research on consumer attitudes to reforms of USO report from Thinks has been published, and Consumer Scotland report will be published following this.
- Strategic Review of Charges: MOU with Water Industry Commission for Scotland (WICS) and Scottish Water which aims to put consumers at the heart of the review of charges. A large piece of deliberative work which will test consumer views and support against the proposals is underway.
Agenda Item 8: Flash Updates
30. Members were invited to share any areas of work they are aware of, or involved in, that would be of interest to the group.
31. Kirsten noted that she is continuing discussions with David and Tracey on a number of issues across their portfolio, including her role on the National Smart Ticketing Advisory Board.
32. John noted he is currently working with Cycling Scotland, and will use this opportunity to ensure there is discussion are the extent to which their schemes support vulnerable consumers.
Agenda Item 9: AOB/Next Steps
33. The Chair noted there were some individual actions including follow-up discussions and presentation slides to be circulated.
34. With no other business, the meeting was closed.
Confirmed Dates for Upcoming Meetings
Thursday 11th September 2025 – 10.00 – 13.00
Wednesday 19th November 2025 – 10.00 – 13.00