CONSUMER NETWORK FOR SCOTLAND MEETING
Tuesday 20 January 2026
10:00 – 12:30
Ofcom, Floor 6, Quartermile One, 15 Lauriston Place, Edinburgh, EH3 9EN
Present:
- Consumer Scotland – David Wilson (Chair); Andy Murphy; Douglas White; Shane Taylor
- Advice Direct Scotland – Pam Stewart
- Advertising Standards Authority – Matt Wilson
- Competition and Markets Authority – Brendan McGinty
- Ofcom – Ross Hamilton
- Department for Business and Trade – Carol Rice
- Department for Business and Trade – Susan Bide
- Financial Conduct Authority – Theo Prendergast
- Trading Standards Scotland – Fiona Richardson
- Transport Focus – Robert Samson
- Trade Alliance Group – Craig Wilson
- SCOTSS – Alex Connell
- FOS – Graham Hardie
- FOS – Peter Graham
Apologies:
- Chartered Trading Standards Institute – Tony McAuley
- Citizens Advice Scotland – David Hilferty
- Scottish Public Services Ombudsman – Andrew Crawford
- Federation of Small Businesses – Stacey Dingwall
- Scottish Government – Jake Macdonald
- Scottish Government – Wendy McCutcheon
- Ofgem – Vanesha Seetal
- Federation of Small Businesses – Vikki Manson
- Scottish Legal Complaints Commissions – Vicky Crichton
1. Welcome and introductions
The Chair welcomed everyone to the meeting with a round of introductions, and thanked everyone for attending. Welcomed guest speakers and introduced the agenda.
2. Minutes and matters arising
Members approved the minutes of the September 2025 Consumer Network meeting for publication on the Consumer Scotland website.
3. An update on the Product Regulation and Metrology Bill 2025, Department for Business and Trade (UKG)
- Susan Bide from OPSS provided a presentation on the above.
- Covered the background, and the policy context since the Product Safety Review of 2024.
- Overview of where PRAM Act has gotten to – current status being policy leads working up proposals for Ministerial approval.
- Covered highlights of the legislation including statutory consultation requirement and code of conduct published alongside ministerial statement.
- Information given on how powers of the Bill could potentially be used, including consumer safety, digital labelling, enforcement etc.
- Overview of likely areas that consultation will focus on; safe products, safe sellers, consumer info, cooperation.
- Discussed secondary legislation and what else is in the policy pipeline.
- Question around counterfeit goods and whether the legislation would impact this area. Noted OPSS doesn’t have a direct remit here, but the PRAM act would allow for intervention if the product is also deemed unsafe.
- Follow up question around whether Trading Standards will have the ability to access comms data via the investigatory powers act. Confirmed they will.
- PRAM act powers allow UK to choose whether to align with EU or not – can expect that as EU puts out proposals DBT will review in the context of its own decision making. Not all EU decisions are perhaps right for UK businesses.
- Noted the importance of OPSS consultations in defining secondary legislation – it is thought this is a better way of making changes than re-doing primary legislation each time.
- Nothing specific in the Act on product recall – however DBT is working with businesses to protect consumers in this area. There is already a robust regime in place, plus trying to balance demands that are already on businesses. Would prefer prevention rather than having to rely on recall.
- Chair highlighted sector reviews and the potential to work jointly on something given Consumer Scotland’s investigatory powers. Sue noted there is appetite for this, need to figure out whether this would be by product category, or perhaps something
wider. Can discuss separately.
4. Consumer Scotland’s Draft Work Programme 2026-27, Consumer Scotland
- Douglas White, Consumer Scotland, gave an overview of Consumer Scotland’s Draft Work Programme 2026-27. Asked network members to engage with the ongoing consultation process. Highlighted they can do this in person or in writing.
- Question around how Consumer Scotland decides what topics to do full investigations on, and what is the target frequency. Noted that CS has increased its investigations capacity in the last 12 months, and that there is an ambition to do more but not all investigations will look the same - some will be big and time consuming, others will be shorter and sharper. Also noted that CS can recirculate our criteria for investigations to the group.
- Question around Supercomplaint status – does this change how CS goes about
investigations or what it focusses on? DW confirmed we don’t have something specific in mind in terms of application of our status as a Supercomplainer, but something we will consider moving forward. It can be a useful tool in the right circumstances. - On the role of consumers and growth – group noted there may be scope to look at the role of the orgs around the table in terms of economic growth.
- Matt W noted overlap between consumer duty and work of ASA. Keen to have a further conversation on this.
- Question around timings for Consumer Welfare Report. Noted due late Summer but firm timings to be communicated.
5. Strategic Review of Charges 2027-33 – an update on work in the water sector, Consumer Scotland
- Shane Taylor, Consumer Scotland, gave a presentation on Consumer Scotland’s work on the Strategic Review of Charges 2027-33 - a statutory process that sets the maximum amount Scottish Water can charge consumers for their water supply and wastewater services in a regulated 6-year period.
- Noted that Consumer Scotland is coordinating a number of pieces of deliberative research with a dedicated consumer panel, in order to inform the process.
- Overview provided of initial findings from deliberative research.
- Information provided on the Water Charges Reduction Scheme (WRCS) and how It operates.
- Clarification provided that administration of the reduction scheme sits with Scottish Government, and CS are establishing an evidence base regarding whether or not the scheme could / should be extended.
- Q around the challenge on executive pay from consumer panel – where has this come from? Noted that it came originally from fieldwork, plus media articles focussing on aspects of the water industry. Noted PR24 process in England has had an impact.
6. Flash updates
- Ofcom plan of work process underway – with event in a week’s time. In the process of finalising board member for Scotland. On growth, Ofcom has written to the PM and chancellor in terms of what they’re doing to contribute to the discussion.
- ASA publishing a number of advice docs on cosmetic surgery procedures. On prescription only medicines advertising will soon be publishing research. Scams update also in the works – focussing on trends and themes.
- FCA have just launched authorisation tool which replaces the register – allows consumers to understand whether a firm is regulated. Senior engagement programme ongoing.
- CMA in the process of appointing perm Chair – expect announcement soon. Annual plan coming this week. Consumer forum also in the works, orgs from across the UK will be involved. Asked by UKG to look at private provision of dentistry – may unfold in an England / Wales only basis, but there’s possibility for 4 nations work. Updates to follow.
- Transport Focus noted new rail customers survey – due in Feb. Shows that Scottish railways satisfaction outstrips other nations in the UK. New rail passenger watchdog to be established. Transfers consumer obligations currently with ORR.
- Trust Alliance Group noted there had been a dip in energy ombudsman cases in last quarter.
- Consumer Scotland noted that two new board members would be soon confirmed – process is finished and announced in next couple of weeks. One of the statutory requirements for CS is an independent review of performance - this is underway. If members want to be engaged in this process then do reach out. Report published before the pre-election period.
7. Close
- Chair thanked all attendees for their participation and brought the meeting to a close.
- Confirmed next meeting pencilled in for Tuesday 24 March.