19 November 2025 - CCVC Meeting Minutes

Committee for Consumers in Vulnerable Circumstances

Minutes of meeting, Meeting 10, 19 November 2025, 10.00am – St Vincent Plaza, Glasgow

 

Attendees

Angela Morgan, Chair (Board, Consumer Scotland)

Douglas White (Director of Policy and Advocacy, Consumer Scotland)

David Eiser (Director of Research, Analysis and Investigations, Consumer Scotland)

Kendal Morris (SP Energy Networks)

Lucy Mulvagh (The ALLIANCE) – joined remotely

Aaliya Seyal (Chief Executive Officer, Legal Services Agency) - joined remotely

Twimukye Macline Mushaka (Representing herself)- joined remotely

Jane Williams (Head of Research, Consumer Scotland) – joined remotely

Artemis Pana (Scottish Rural Action) – joined remotely

Craig McClue (Head of Investigations, Consumer Scotland)

Paul Smith (Investigations Manager, Consumer Scotland)

David Jackson (Policy and Advocacy Officer, Consumer Scotland)

Catriona Kirk (Operations Team, Consumer Scotland – Minutes)

Apologies

John McKendrick (Glasgow Caledonian University)

Kirsten Urquhart (Young Scot)

Karen Nailen (Chief Executive, West Lothian Citizens Advice Bureau) 

Agenda Item 1: Arrival

Agenda Item 2: Welcome and Introductions

1. The Chair welcomed members to the tenth meeting of the Advisory Committee on Consumers in Vulnerable Circumstances.

2. The Chair welcomed Hew Donald, Telecoms Policy and Advocacy Officer from Consumer Scotland. The Committee introduced themselves for the benefit of new attendees.

3. Apologies were noted and members unable to attend had been invited to provide any feedback on papers via email.

4. The minutes of the previous Committee meeting held on 9th of September 2025 were approved. An action was taken to correct how we list the ALLIANCE in minutes.

Agenda Item 3: Updates Log and Roundup

5. David Jackson provided an overview of updates relevant to previous Committee discussions since the last meeting held on the 9th of September 2025. The paper was circulated to members for information prior to the meeting.

6. Substantive items were reviewed as below:

• Net Zero and Climate Change Mitigation: Consumer Scotland (CS) continue work on Electric Vehicle (EV) advocacy, focussing on infrastructure. Discussions with Transport Scotland are ongoing and early-stage planning for further research on consumers who have EVs and access to charging points is underway.
• Public Transport: Consultation responses and ongoing engagement with stakeholders continue. Own initiative items of work are ongoing, including our work on different groupings of consumers of transport in Scotland, and another item on consumer experiences of safety and accessibility on public transport. An action was taken for the transport/EV work to be taken to the Committee as an agenda item.
• Climate Change Plan: CS submitted a response to the Scottish Parliament’s Net Zero, Energy and Transport Committee’s call for views on the policy priorities for the Climate Change Plan, and are planning to submit a response to the Scottish Government’s publication of its Draft Climate Chane Plan 2026-2040 in January.
• Financial Services: CS have responded to a number of consultations related to finance:
  • from HM Treasury on the review of the Financial Ombudsman Services.
  • An FCA consultation on modernisation of the redress system.
  • An FCA consultation on the regulation of buy-now-pay-later (deferred credit products).
  • We are also currently working on an FCA consultation on motor redress 

CS has also joined a Money and Pensions Service Financial Wellbeing working group.  

• Energy Markets: The CS Energy Markets team are continuing their work on smart meters and reviewing lessons learned from the Radio Teleswitch Service switch-off. We have warned of the impact of this distributional effect - if groups of Scottish consumers are unable to get smart meters, they will not be able to access novel and smart technologies for their energy supply, which means (a) less consumer choice; and (b) risk of missing out on affordability savings from these types of products. This is especially important for consumers who are already subject to a rural premium.
• Post: The CS Post team are undertaking research on the effectiveness of mail (parcels and letters) postage in the Islands, including small businesses. Consumer workshops have been held in Orkney and the Shetland Isles.
• Water: The CS Water team are engaged in deliberative research with consumers and water stakeholders as part of their strategic water investment review work. The water team is also about to start research on the lived experience of low income households in debt for water and sewerage charges, and is soon to publish findings from further research on water and sewerage charges overall.

7. Highlights from work previously discussed at committee included:

• Housing research and advocacy: CS are continuing their work on the private and social rented sector. A briefing on Stage 3 of the Housing Bill has also been published.
• Voice over Internet Protocol (VOIP): The advocacy work around this will continue as needed until the switch over, due in 2027. 
• National Telecare Devices campaign: The campaign is still ongoing and aiming to help those using telecare devices and unsure what to do.
• Research on disabled consumers in rural areas: CS have worked extensively with stakeholders on the development of the report, and have worked enhance the executive summary.
• Universal Service Obligation:  CS are engaging with Ofcom regarding the affordability of a new targeted stamp scheme.

Action: Angela asked for brief on postal work research to share with Making Rights Real. 

8. The Committee were invited to provide any feedback or ask any questions they may have.

9. Point of discussion included:

• Potential effects of forthcoming election period on continuing work in key areas. Continuing engagement with Parliamentarians pre- and post-election would be important.
• The Chair provided feedback from the discussion at the Consumer Scotland Board meeting regarding the Committee Review.  

Agenda Item 4: Consumer Welfare Report

10. David Eiser, Director of Research, Analysis and Investigations at Consumer Scotland and introduced himself to the Committee. David joined the meeting to deliver a presentation on the Consumer Welfare Report.

11. Key points from the presentation included:

• An overview of Consumer Scotland’s statutory requirement to publish a Consumer Welfare Report, under the Consumer Scotland Act 2020.
• The report is due around March 2026, but due to the upcoming election period, it is likely to be published later in the year. 
• The objectives for the report, outlined in the Act, is quite broad. Internal discussions on how to approach the report has resulted in a vision statement being produced which includes consideration of the purpose, objectives, audience and style for the report.
• A Consumer Welfare Framework has been created which focuses on 3 cores outcomes: access and affordability, confident and empowered and protection from harm, with cross-cutting themes of fairness, inclusion and equity.
• The report will aim to look at trends and data for specific groups of consumers, and tie this to the policy environment and current debates.
• David noted that this is an early-stage discussion with the Committee, but will be revisited at a future meeting with an update on the reports progress. 

12.  The Committee were invited to provide any feedback. An overview of the discussion is as below:

• Lucy noted that, in relation to the audience of the report, CS might want to consider engaging third sector organisations, who are in the business of informing and influencing policy makers. The report may also benefit from having ‘headline’ overviews at the beginning of each section to make it easier to pull our key messages.
• Artemis added, in relation to the reports purpose, that informing actions rather than debate may lead to more powerful impact. Additionally, the importance of horizon scanning and looking at the effects on future consumers should be a key consideration.
• Twimukye highlighted the importance of real life lived experience examples. 

13. David thanked the Committee for their input and noted that there will be future opportunities to provide feedback and suggestions.

14. The Chair thanked David for his presentation.  

Agenda Item 5: Investigations Update

15. Craig McCue (Head of Investigations, Consumer Scotland) and Paul Smith (Investigations Manager, Consumer Scotland) led on the Investigations update.

16. Craig provided an overview of CS’ Investigations function outlining that investigations can be undertaken into sectors or practices CS considers cause, or may cause, harm to consumers, or in relation to our role of providing consumer advocacy and advice.  

17. CS’ first investigation focussed on consumer protections in the insulation and low-carbon home heating sector.

18. The second investigation was launched in October, looking at the sector for used cars - a vital sector for consumers in terms of social mobility, commuting, business and leisure.

19. Craig outlined that the used car sector has seen considerable detriment and a high number of complaints. Used cars dominate vehicle issues data when compared to other motor vehicle complaints. The main issues in the used car sector are complex consumer rights, enforcement weaknesses and wider issues including consumers in vulnerable circumstances.

20. Paul led on the strands of evidence gathering, which included research, case studies, complaints analysis and stakeholder engagement. Stakeholder engagement in particular will ensure the investigation reflects a broad range of perspectives and input.

21. A discussion followed the presentation, where the Committee were invited to ask any questions. Key points from the discussion included:

• Apologies were received from Kirsten and Karen, but Angela noted the benefit of the Investigations team engaging with Kirsten separately on this.
• Aaliya added that language barriers within these transactions can lead to real vulnerability, and so it will be important to engage minority ethnic communities as part of this work.
• Artemis noted that rural areas depend hugely on access to vehicles as they have to travel further to get access to services but also are likely to travel further to purchase a vehicle, and so it will be important to disaggregate data from rural and island communities. 

22. The Committee were keen to remain engaged with the Investigations work, and the Chair thanked Craig and Paul for their presentation.   

Agenda Item 6: Work Programming

23. Douglas White led on the Work Programming agenda item.

24. Douglas began by outlining that, although CS teams are still in the midst of planning their areas of work for 2026/2027, the update to the Committee is to share some emerging ideas around key areas of work and seek their views on them.

25. Some key features from the 2025/2026 Work Programme will continue into the 2026/2027 Work Programme including consumer outlook in the year ahead, theory of change workstreams, supporting and scoping projects and highlights of impacts in the last 12 months.

26. Areas for development included a stronger overarching narrative, clear upfront articulation of the real-world impact our work will make for consumers and strengthening our consumer sector leadership.

27. Indicative delivery areas by market, including Energy Markets, Energy Transitions, Consumer Markets, Post, Water, Investigations, Consumer Welfare Report and Statutory Duties were outlined and examples of work discussed.

28. Douglas rounded off by noting that the next steps included pulling together the key workstream areas into finalised Work Programme report which will go to the CS Board for approval.

29. The Committee thanked Douglas for his update and noted that, in a number of the workstream areas, complaints, enforcement and legal remedies seem to be cross-cutting themes. The Committee also agreed to raise awareness of the Work Programme consultation once it opens.

30. The Chair thanked Douglas for his presentation.

Agenda Item 7: Flash Updates

31. Members were invited to provide any updates relevant to the Committee.

32. Members noted that there was nothing further to add that had not been covered in discussions throughout the meeting.

Agenda Item 8: AOB/Next Steps

33. The Chair noted there were some individual actions including follow-up discussions, presentation slides and publications to be shared.

34. With no other business, the meeting was closed.

Confirmed Dates for Upcoming Meetings

12th February 2026

14th May 2025