CONSUMER SCOTLAND
GOVERNANCE BOARD MEETING
Tuesday 18th August
12:30 – 15:00
Thistle House, Edinburgh
Draft Minute
Board Members present:
David Wilson, Chair (DW)
Angela Morgan, Member (AM)
Jane Clark Hutchison (JCH)
James Walker, Member (JW)
Marion McDonald, Member (MM)
Also in attendance:
Sam Ghibaldan, Chief Executive (SG)
Sue Bomphray, Director of Operations and Partnerships (SB)
David Eiser, Director of Research, Analysis and Investigations (DE)
Douglas White, Director of Policy and Advocacy (DW)
Jill Rosie, Assistant Director of Operations and Partnerships
Sean Neill, Director of Energy and Climate Change, Scottish Government (SN) (Items 1-5)
Jake MacDonald, Head of Consumer Policy Team, Scottish Government (JM) (Items 1-5)
Jane Williams, Head of Research (JW) (Item 5)
George Turner, Analysis Officer (GT) (Item 5)
Craig McClue, Head of Investigations (CM) (Item 8)
Paul Smith, Investigations Manager (PS) (Item 8)
Gemma Black, Secretariat (GB)
1. Welcome and Declarations of Interest
The Chair welcomed members and attendees to the meeting and noted that the meeting was being recorded for the purpose of producing the minute. The Chair also recognised Jessica Niven and Jake MacDonald’s contribution to the liaison team and wished them well in their new roles.
Board members, Executive Team members and guests introduced themselves. No declarations of interest were raised.
2. Minutes from Previous Board Meeting
The minutes of the previous Board meeting were approved without amendment.
3. Action Tracker
The Board reviewed the open actions.
Members noted that work on the Audit and Risk Committee refresh was progressing and that proposals would be brought to the next meeting following further engagement. Progress was also noted on Board development activity and revisions to the risk register.
The Board welcomed ongoing discussions regarding the Audit and Risk Committee structure and effectiveness review.
4. Chief Executive Update
The Chief Executive provided an update on a range of strategic developments.
Strategic Plan
The Board noted progress in developing the next Strategic Plan, which will replace the current plan at the end of March 2027. The Chief Executive highlighted that the recent Board strategy session had provided a strong foundation for the development of the new plan and that a further Board session was scheduled for the autumn.
Discussion focused on how Consumer Scotland’s statutory outcomes and functions will continue to shape strategic priorities. Members noted that stakeholder engagement activity was being planned.
The Chief Executive also highlighted a number of positive external engagements, including discussions with the UK Energy Minister regarding energy markets and debt, constructive responses from the Minister for Public Finance to our advice on the future of Trading standards and the Minister for Victims and Community Safety on our used cars investigation recommendations, and engagement with DEFRA’s Senior Advisor on water reform, Dame Julia Black.
Advice Landscape Review
The Director of Operations and Partnerships outlined the scope of the Advice Landscape Review. Members noted that the initial phase would provide a high-level understanding of the advice sector landscape, an overview of current funding arrangements and a range of options for Ministerial consideration.
The Board recognised the sensitivity of the review and the importance of communicating clearly with advice sector organisations regarding Consumer Scotland’s role. It was noted that the review would proceed under agreed terms of reference and that a draft report would be shared with the Board before publication.
Members discussed the importance of ensuring transparency around investigation priorities and maintaining confidence across the advice sector.
Public Service Reform
The Board received an update on Public Service Reform activity and the opportunities for Consumer Scotland to contribute through a consumer-focused perspective.
Members noted the strong emphasis across government on improving outcomes, reducing duplication and delivering better consumer journeys. The Board agreed that Public Service Reform presents significant opportunities for Consumer Scotland and should continue to be reflected in strategic planning and future work programmes.
Functions Review
The Director of Operations and Partnerships updated members on discussions with Scottish Government regarding the future approach to commissions and related governance arrangements. The Board noted ongoing collaboration with officials to ensure a coordinated and strategic approach to future commission activity.
Budget Planning
The Board considered the current position on medium-term financial planning.
Members noted that scenario planning was underway to address a projected funding shortfall in future years. Discussion focused on the risks associated with different options and the need to consider financial sustainability when planning future activity.
The Board welcomed the proactive approach being taken and recognised that difficult decisions may be required should funding pressures continue.
5. Consumer Welfare Report
The Chair welcomed the Director of Research, Analysis and Investigations and colleagues to present the draft Consumer Welfare Report.
The Board noted that the report remains on schedule for publication and provides a comprehensive assessment of consumer welfare in Scotland. Members heard that the report is informed by extensive stakeholder engagement and consumer research and is supported by a new data dashboard.
Discussion focused on the report’s key findings, including consumer harm, affordability challenges, digital exclusion and variations in consumer experience across different groups. Members welcomed the use of case studies and spotlight themes to illustrate the lived experiences of consumers.
The Board agreed that the report will provide an important evidence base for future strategic planning and wider public policy discussions.
Members suggested that supporting communications products, including summary materials and infographics, would help maximise the report’s impact and accessibility.
Action: Supporting infographics and summary materials to be produced.
Action: Board members to be given an opportunity to review the data dashboard prior to publication.
The Chair thanked those involved in the development of the report and commended the quality and breadth of the analysis.
6. Investigations Update
The Chair welcomed the Head of Investigations and Investigations Manager to provide an update on current and future investigations activity.
Used Car Investigation
The Board received an update on post-publication activity relating to the Used Car Investigation.
Members noted ongoing engagement with stakeholders regarding implementation of recommendations and discussed opportunities to maximise longer-term impact despite limited resources available for delivery.
Investigations Pipeline
The Board reviewed the operation of the investigations pipeline and noted the range of topics currently under consideration.
Members discussed the importance of maintaining visibility of the prioritisation process and ensuring Board awareness of future investigation themes.
Consumer Advice and Information in the Age of AI
The Board considered a proposal for a new investigation focused on Consumer Advice and Information in the Age of AI.
Members heard that the proposal emerged strongly through the established prioritisation framework and reflected growing consumer use of artificial intelligence when seeking information, advice and redress.
The proposed investigation will consider:
- AI-generated consumer advice
- Consumer trust and use of AI
- AI-assisted complaints and submissions
The Board welcomed the balanced approach being proposed, recognising both the opportunities and risks associated with increased use of AI. Members noted the importance of understanding impacts on consumers in vulnerable circumstances and ensuring that the investigation remains evidence-based and proportionate.
The Board supported the proposed investigation and welcomed plans for extensive stakeholder engagement and consumer research.
Action: Investigations Pipeline Steering Group minutes to be shared with Board members.
The Chair thanked the investigations team for the quality of the proposal and noted the importance of maintaining focus on implementation and outcomes.
7. Board Reflection Session
The Board reflected on the meeting and discussed several strategic matters.
Members agreed that the level of governance relating to investigations was merited given their importance to Consumer Scotland, and reiterated the importance of maintaining oversight of financial risks.
The Board also discussed engagement opportunities linked to the Programme for Government and the importance of considering a range of future funding opportunities alongside ongoing prioritisation of activity.
AOB
Members welcomed the continued improvement in Consumer Scotland’s communications activity and social media presence.
The Chair thanked members and attendees for their contributions and closed the meeting.