FOI 017 - Consumer Advice Scotland service data
Information requested:
Information received from ADS that includes:
- Total service volume delivered – all recorded contacts (inbound, outbound, webchat, email, SMS or social-media messaging);
- Total calls received and answered;
- Abandoned or missed calls / contacts (with percentages where available).
Information held:
- Consumer Scotland receives quarterly reports from ADS on the consumer.scot service which contain some of the information requested. The quarterly reports in scope of this request are the Q1 report covering April-June 2025 and the Q2 report covering July-October 2025 and its accompanying press pack. These reports are attached as additional annexes to the FOI response, and correspondence received regarding these reports is provided below.
Email 1: 28 July 2025
From: [redacted information]
Sent: 28 July 2025 10:32
To: [redacted information]
Cc: [redacted information]
Subject: ADS Consumer Report Q1 2025-26
[redacted information]
Hope you had a great weekend.
Our consumer report for Q1 is available to download here [redacted information]
If you have any questions or issues accessing the documents, please feel free to let me know.
Kind regards,
[redacted information]
Email 2: 28 October 2025
From: [redacted information]
Sent: 28 October 2025 13:00
To: [redacted information]
Subject: ADS - Quarter 2 Consumer Report
[redacted information]
I hope this message finds you well. Please find attached our Q2 report for your review. The report outlines our progress, key outcomes, and impact over the past quarter, aligned with the objectives set out in our funding agreement.
Should you have any questions or require further detail on any aspect of the report, I’d be happy to discuss. Our data teams are currently migrating data over to the new system so this has been a wee task. Ha
Thank you again for your continued support. We now have a role in Business Development solely focussing on reporting from the 20th of this month and we are working through improving procedures for reporting for all awards.
Thanks so much and [redacted information], excited to link you with [redacted information] so our reporting is the highest of standards.
I hope the press pack is valuable for information on reach and impact. [redacted information] this has been sent over via WeTransfer. Let me know if you have any issues.
All best
[redacted information]
Advice Direct Scotland consumeradvice.scot Quarterly Report April – June 2025
Overview
Over the past year, consumeradvice.scot has continued to play a vital role in supporting and empowering consumers across Scotland. From providing expert advice to taking action on behalf of vulnerable groups, we remain committed to ensuring fair outcomes in an increasingly complex marketplace. As digital trends evolve and consumer behaviours shift, our ability to adapt and respond has never been more important.
Looking ahead, the imminent launch of our new consumer portal marks a step-change in how we deliver services. Designed to be intuitive, accessible, and data-smart, the portal will transform engagement with both our stakeholders and the consumers who utilise our service. It will enable faster issue resolution and allow us to gain real-time insights into the problems people are facing. As we move into the remainder of 2025-26, this innovation will underpin our mission to deliver even more responsive, inclusive, and impactful consumer protection across Scotland.
Quarter 1 has brought significant regulatory developments that will directly affect consumers in Scotland. Most notably, the introduction of the Digital Markets, Competition and Consumers Act 2024 represents the most substantial overhaul of consumer law in a decade. This legislation reflects the profound shift in consumer behaviour toward digital and online markets, aiming to provide stronger protections in an increasingly complex digital landscape.
“For our customers, two changes stand out: the formal recognition of drip pricing and fake reviews as unfair trading practices.”
Although complaint volumes remain relatively low at this early stage, our initial data shows drip pricing concerns are emerging primarily in the home improvement sector, particularly where VAT charges are not disclosed upfront. We have also received reports of fake online reviews, most commonly related to accommodation providers.
Another important development is the ban on single-use vapes, introduced on 1 June. Since the ban took effect, we have received a number of complaints concerning retailers continuing to sell these products. However, there has been a marked drop in complaints about underage vape sales, which previously accounted for 75% of all vape-related reports, now reduced to just 14%. While it's too early to draw firm conclusions, this may reflect more effective enforcement and increased scrutiny of vape sales overall. We will continue to monitor these trends closely to ensure that consumer protections are not only upheld, but meaningfully improved.
Internally, our top consumer issue categories remain consistent, with used cars and home improvement continuing to drive the highest levels of contact and concern. These will remain key areas of focus throughout the year. We are actively collaborating with the Consumer Protection Partnership (CPP) Used Car Working Group and local trading standards to improve outcomes for consumers navigating the risks of the second-hand car market.
In home improvement, we are digging deeper into emerging trends, especially in cases where consumers often find themselves without effective routes to redress. This includes situations involving cold calling, aggressive doorstep selling, and rogue traders, where consumers are particularly vulnerable.
Online scams also remain a major area of consumer harm and a significant portion of our casework. In Quarter 1, scams reported through our ScamWatch tool were dominated by online fraud, which accounted for 58% of all scam reports. These types of scams are particularly damaging, not only due to the financial loss but also because victims often struggle to recover their money or identify the perpetrator.
To tackle this, we’ve launched a targeted media campaign aimed at improving public awareness and resilience. This includes a series of real-life case stories featured in press articles and an informative video series shared across our social media channels. Raising awareness of online scams, and supporting consumers to recognise and avoid them, will remain a key communications priority throughout the year.
Total Financial Detriment: £15,219,364.82
Used Car Financial Detriment: £7,526,144.99
Home Improvement Financial Detriment: £4,309,606.10
Scams Financial Detriment: £82,996.48
Working Together
Collaboration with our stakeholders remains essential to delivering meaningful outcomes for consumers across Scotland. By sharing insight, aligning priorities, and fostering open dialogue, we strengthen the impact of our collective work.
Local Authority Trading Standards Working Group
We continue to chair a quarterly working group with Local Authority Trading Standards (LATS) to address operational challenges and strengthen our joint response to consumer issues. Given the close working relationship between our two services, these meetings are a valuable space for improving alignment and clarity. Our most recent session focused on enhancing communication and deepening mutual understanding of service delivery models, laying the groundwork for even more effective collaboration going forward.
Consumer Forum
Each quarter, we host a Consumer Forum to spotlight a key issue affecting Scottish consumers. This quarter, the focus was on the persistent challenges within the used car market. We were pleased to welcome speakers from Trading Standards Glasgow (Primary Authority for Arnold Clark) and the Consumer Protection Partnership (CPP), who shared insights from their recent work. The session sparked in-depth discussion around recurring problems such as warranty disputes, vehicle faults, and the limitations of Scotland’s existing trader licensing system.
Consumer Protection Partnership (CPP)
Over the past six months, the CPP convened a dedicated working group to examine the used car market more closely. The group explored various pain points in the consumer journey, from the effectiveness of alternative dispute resolution (ADR) mechanisms and voluntary code membership to issues with private sales and gaps in licensing schemes. The group is now in recess and will reconvene later in the year to review data from local trading standards. Its next phase will be to develop final recommendations for government to drive improvements in this complex and high-risk area.
Stopping Scams in Scotland: Education, Action, Support
Scams remain one of the most damaging and fast-evolving threats to consumers in Scotland, particularly those taking place online. Increasingly sophisticated tools—including artificial intelligence—are being used to exploit individuals through emails, social media, and fake websites. In Quarter 1 of this year, 62% of all scam reports made to Advice Direct Scotland (ADS) involved online platforms, continuing a trend we’ve seen grow since the launch of our ScamWatch app in 2021.
In this period alone, consumers lost a total of £82,996.48 due to scams. Yet the emotional impact can be just as severe. A 2023 Lloyds Bank study found that 69% of scam victims reported negative mental health impacts, with one in three becoming more mistrustful of people in their lives. These effects are often invisible but no less harmful. and they underscore the urgent need for a more supportive and preventative national response.
However, protections for victims remain limited. Trading Standards teams are restricted to acting on geographically localised scams, while Police Scotland acknowledge that they cannot pursue all reports due to the overwhelming volume of cases and lack of resource. This leaves many victims feeling isolated, with little hope of redress or support. These limitations are echoed across the wider system. The Scottish Police Authority recently reported that cybercrime has more than doubled in the last six years, and that traditional crimes increasingly feature digital elements. Perhaps most concerning is the 1,150% rise in cryptocurrency-related cyber investigations within just two years, revealing how financial crime is accelerating and shifting into new territory.
Since we launched the ScamWatch app in 2020, online scam reports have risen by a staggering 1,040%, with social media scam reports up 847%. Conversely, reports of SMS scams have dropped by 75%, likely reflecting the effectiveness of technological defences and increased consumer awareness in that area. This contrast highlights the need to focus future efforts where the threat is growing, particularly in fast-moving digital environments.
The difficulty in tackling scams lies in their invisibility and adaptability. Scammers can operate internationally, vanish quickly, and mimic the look and feel of legitimate websites, brands, and individuals. These tactics make enforcement alone an insufficient solution. Scotland needs a more robust response, one rooted in visibility, education, and comprehensive support.
ADS recommends an integrated approach. We propose enhancing scam reporting tools to make it easier and faster for consumers to submit reports, including anonymously. These reports could feed into a publicly accessible online heatmap, searchable by local authority and parliamentary constituency. Sharing this intelligence with enforcement bodies and sector partners would allow for more targeted interventions and public warnings.
At the same time, we must continue to invest in public education. Past campaigns have often highlighted specific scam types, but scammers now change tactics faster than campaigns can keep up. Future efforts must equip people to recognise any scam, by focusing on underlying patterns of deception. Education should reach deep into communities, through libraries, community groups, and partner organisations, especially targeting older adults, those with limited internet access, and young people, who are now spending more time online and are increasingly being targeted.
Support for victims is equally important. Financial loss is often paired with shame, stress, and confusion. That’s why we are calling for accessible emotional and financial support pathways, and improved access to redress through schemes such as chargeback, Section 75 of the Consumer Credit Act, and the Authorised Push Payment (APP) reimbursement rules introduced under the 2024 PSR regulations. We also recommend strengthening referral networks for those needing mental health or debt support, in collaboration with third-sector partners.
Scams are no longer a fringe issue. They are a mainstream, complex and deeply harmful form of consumer detriment. As these threats become more technologically advanced and globally dispersed, Scotland’s response must evolve. Enforcement is still important, but it cannot be the only answer. Instead, our response must centre on empowering people with the tools, information, and support they need to protect themselves and others. Only then can we reduce both the financial and emotional harm caused by scams and rebuild consumer confidence in the digital world.
Case Studies
Replica Lightsaber – Unfair Trading Practice
[redacted information] ordered a replica lightsaber online from a website where the business was clearly marketed as being in the UK. After ordering, [redacted information] was surprised to find that the dispatch period was 2 -3 weeks, much longer than he expected. When the lightsaber still wasn’t dispatched after 2 weeks, and [redacted information] was unsuccessful in contacting the trader or getting any further information, he raised a chargeback dispute with his bank. In response, the trader cancelled the order and issued a full refund, despite [redacted information] stating he would have been happy for the order to be fulfilled, and the dispute cancelled upon receipt of the item.
Although he had received a full refund, [redacted information] was suspicious about the way he had been dealt with and felt that perhaps they had never intended to send the item. After doing some research, he contacted us with several concerns. Firstly, the meet the team section of the website included only AI generated photos of staff members, the website included a badge stating ‘DHL Shipping Approved’ which was not a quality mark there was any reference to on DHL’s website, finally, the website displayed a certificate in ‘master prop replication’ which did not appear to come from an education establishment that there was any record of.
When he looked at the reviews, several of them did not appear to be genuine, and some spoke of a similar to experience to him. Our team member discussed [redacted information]’s concerns, letting him know that he as correct, and that these issues could breach unfair trading practices. Particularly the use of a ‘DHL Shipping Approved’ badge would fall under the practice of falsely claiming endorsement by a public or private body, which is a banned practice. Fake reviews recently also became a banned practice with the introduction of the DMCC act.
As [redacted information] already had a full refund, our team reported his concerns to Trading Standards so that they could investigate, we also gave [redacted information] some practical advice on recognising scam websites and how to avoid similar issues in the future.
[redacted information]’s Story - Airline Ticket Fraud
[redacted information] bought three tickets at the start of the year through a London based travel agent. He was travelling to Islamabad with his wife and daughter.
He organised the trip with the travel agent, confirming before purchase that he was booking two return tickets from Edinburgh to Islamabad with Turkish Airlines. When he received his credit card statement, he was surprised to see two charges under two different company names, neither of the names being the same as the travel agent he had booked with. [redacted information] contacted his bank about the charges, who were able to see that the tickets had been booked under different names, they were not for [redacted information] and his family.
[redacted information] decided to do some of his own research to understand what was happening, and he found that the site was mimicking a legitimate business. Each time he called them, he was given a different business name and was refused any official contact details other than the trading address. Unsure what to do next, he contacted our team.
He was advised that he may still be able to claim the money back under section 75 and should contact his bank again. [redacted information] was also concerned that he may be a victim of fraud in the future as the company now had many of his details.
Our team explained to him the process of getting a CIFAS marker on his file, in case of fraudulent activity, they also suggested he could check with his bank or with a credit reference agency to ensure there had been no further fraud attempts. Finally, the issue was reported to Trading Standards.
[redacted information] came back to us to say he had been able to get his money back with a section 75 claim, and that Trading Standards had contacted him for further information.
[redacted information]’s Story - Fitness Influencer Scam
[redacted information] came across a Facebook advert for a free weight loss and fitness programme aimed at older women, led by someone calling himself The Sports Dietitian. In the online advert, [redacted information] (The Sports Dietitian) appeared sincere, motivational, and genuinely caring. In addition, he had positive reviews on trust pilot. [redacted information] was encouraged by the feedback and registered her interest.
She then received a text from [redacted information], asking for some personal information and her “three whys” - the reasons she wanted to improve her health and lose weight. The responses felt personalised and supportive, making her feel heard and understood. She was told she would receive a follow-up call with more information.
When the call came, it was from a man named [redacted information], not [redacted information]. He was friendly and reassuring, asking about her health, weight, and lifestyle. He used motivational phrases like, “If you don’t make time for health, you’ll have to make time for illness.” These words struck a chord, especially as [redacted information]’s 77-year-old husband had recently undergone emergency surgery following misdiagnosed bowel cancer. [redacted information] assured her that looking after herself wasn’t selfish, but necessary to support her family. [redacted information] felt hopeful and encouraged. At that point, she believed the programme was free.
Unexpectedly, [redacted information] began mentioning prices, quoting figures like “five-five-zero” and “one-four-five-zero,” which he described as “one[1]time lifetime access” offers. He told [redacted information] to check her email for a document via something called “PandaDoc” and instructed her to type the date and click to become a member. The tone was fast-paced and insistent, and despite feeling confused and pressured, [redacted information] complied. She was cautious with money and had been working hard with her husband to pay off debts, yet after a 20-minute call with a stranger, she had unwittingly committed to a £2,000 programme. Her husband was devastated.
Soon after, [redacted information] began receiving emails from the company, including meal plans, group invitations, and motivational content. [redacted information] even shared her “three whys” in a private group, where members welcomed her. Trying to justify the cost, [redacted information] reassured herself that at least she would get lifetime support. The following day, she received another call from a team member to collect the remaining balance. She had to pay using a credit card, as there weren’t enough funds in her bank account.
At no point was she told this was a binding contract, nor was she offered time to think it over. Over the next eight weeks, [redacted information] followed the programme closely, tuning into [redacted information]’s daily live videos, where participants were repeatedly asked to write down mantras like “I am in control of my own decisions” and “I will not let anyone make decisions for me.” At first motivating, these repetitive affirmations gradually felt coercive and manipulative.
By week eight, [redacted information] was told she would have a personal call with [redacted information] himself. When the call came, 20 minutes early, her husband wasn’t home. [redacted information] praised her progress, calling her a future success story, and asked her to promise she would follow everything he said. He then offered her a “scholarship” for a heavily discounted elite programme, quoting figures like “six-five-zero-zero” without clearly stating the cost.
Again, under pressure and unable to fully process what was happening, [redacted information] clicked the PandaDoc link. Only afterwards did she realise she had agreed to another £6,500 – on top of the £2,000 already paid. When her husband returned and she explained, he was distraught. Already managing debt carefully and looking forward to [redacted information]’s upcoming pension, they now faced further financial strain and growing interest charges.
[redacted information] never received a contract to review, nor was a cooling-off period ever mentioned. The second programme wasn’t due to start until May – weeks after the first ended. When she contacted her credit card provider to request a chargeback, she was told she wasn’t eligible, as she had already “received the goods” in the form of digital materials. She argued that the second programme hadn’t yet started, and that the charge should be disputed.
The experience has caused significant emotional distress. [redacted information], who suffers from anxiety and is on medication, found her condition severely worsened. She’s unable to sleep or eat properly, and the guilt and stress have left her feeling physically unwell. She now believes the programme’s recruitment process was deliberately manipulative – from the promise of a “free” plan to the emotional tactics, rapid sales pressure, lack of financial transparency, and absence of proper contracts.
[redacted information] had already had any refund refused by her bank due to the rules around digital content, however she was advised to pursue the complaint with the financial ombudsman. The company was also reported to Trading Standards and shared with our media team to shed light on the company and its practices.
[redacted information]’s case with the financial ombudsman is still ongoing, however after the story was picked up by the media, we have received further complaints with similar experiences of pressure sales and feeling duped into signing up services. The company in question appears to be registered in several areas, and under other names, and is now under investigation by Trading Standards.
Looking Ahead
Our current policy focus in the Home Improvement sector, where we see consistently high levels of consumer detriment. In particular our concerns are around consumer protection and education on rogue traders. The ease in which companies can form and fold, leaving consumers without a path to recourse, and the increase in cold callers targeting neighbourhoods and leaving poor quality or incomplete work in their wake.
We will also continue our work around education on online scams, building on our previous campaigns and outreach efforts. Our goal is to ensure that consumers are not only aware of common fraud risks but are also equipped with the practical skills and tools they need to identify suspicious activity and take preventative action.
Internally, the new quarter brings a significant change to our customer relationship management (CRM) system, which will streamline the way we manage client interactions and case records. This upgrade is designed to enhance efficiency for our advisors, reducing administrative burdens and allowing more time to focus on delivering tailored support. The improved CRM system will help us to identify trends, allocate resources more effectively, and continuously improve the quality of our service.
Advice Direct Scotland Consumer Scotland Quarter 2 (July – September)
Contract :Consumer Scotland Advice
Report Owners: [redacted information]
Reporting Period: Quarter 2 (July - September)
Reviewed by: [redacted information]
Introduction A Vision for Impact
Scotland’s consumers face evolving challenges from the cost-of-living crisis to digital exclusion.
This quarter has seen a continued focus on protecting consumers across Scotland from some of the most harmful practices in the marketplace. Online scams remain a persistent threat, with fraudsters increasingly turning to social media, messaging apps and online advertising to target the most vulnerable in our society.
At the same time, rogue traders and so-called “cowboy builders” continue to cause significant detriment, leaving many households with poor workmanship, unfinished projects or financial loss.
As well as boosting our advice efforts to consumers, our organisational health continues to increase with improved practices and a focus on staff wellbeing. Specifically, the organisation has successfully migrated onto a new customer relationship management (CRM) system. This transition represents an important milestone for Advice Direct Scotland. It has improved how we capture intelligence, monitor casework and share insights with our partners but also helped us identify trends which gives us greater flexibility to improve advice and interventions.
We are already seeing greater efficiency, improved reporting, and stronger collaboration with stakeholders as we continue to tackle unfair practices.
Connection. Collaboration. Partnership
In Q2 2025, consumeradvice.scot, operated by Advice Direct Scotland, significantly expanded its public impact through national media and digital platforms. The service secured its first front-page feature in the Sunday Post, reaching over 476,000 adults, and maintained a weekly advice column in the Daily Record, engaging around 521,000 readers quarterly.
Media coverage spanned key consumer protection issues including scams, AI fraud, and storm-related entitlements. Social media reach and engagement surged: Facebook views rose 16%, LinkedIn impressions jumped 76.5%, and a newly launched TikTok account achieved 1.1 million views on a single video. Instagram Reels dominated interaction, accounting for nearly 70% of engagement. Website traffic also grew, with a 14.8% increase in visits and a 30.9% rise in page views, reflecting deeper user engagement and success in attracting new audiences.
Collaboration with our stakeholders remains essential to delivering meaningful outcomes for consumers across Scotland.
For a more in-depth look on our ongoing engagement efforts, please refer to our attached Press Pack.
Evidence. Action. Impact
Throughout Q2, Advice Direct Scotland continued to provide vital support to consumers through a range of communication channels. The volume and nature of enquiries reflect both the accessibility of our services and the growing demand for trusted advice and intervention.
Between July and September, we handled a total 21,069 consumer advice enquiries through these methods:
- 5,516 inbound calls, with a noticeable increase month-on-month, peaking in September
- 723 outbound calls, demonstrating our proactive approach in following up with consumers and resolving complex issues
- 219 calls from other - England
- 2,535 contacts via our 'Contact Us' and ScamWatch platforms, highlighting the public’s increasing vigilance around scams and fraudulent activity.
- 2,825 incoming emails, showing consistent engagement from consumers seeking tailored advice.
- 5,253 outgoing emails, underscoring our commitment to timely and informative responses.
- 3,998 template letters issued, supporting consumers with formal communications to third parties such as creditors, service providers, and landlords.
Understanding Consumer Losses Q2 Financial Detriment
In the second quarter of the reporting year, Advice Direct Scotland observed a significant level of financial detriment impacting consumers across Scotland. The total detriment recorded for the quarter amounted to £14,016,083.85, reflecting the ongoing challenges faced by individuals in navigating financial pressures and unfair practices.
- July marked the highest monthly detriment, with a staggering £7,660,779.99 reported. This spike may be attributed to seasonal factors, increased consumer activity, or emerging issues in key sectors such as energy, housing, and debt
- In August, the figure decreased to £3,085,743.20, suggesting a temporary easing or resolution of certain high-impact cases.
- September saw a slight increase to £3,269,560.66, indicating a sustained level of consumer harm that requires continued monitoring and intervention.
This quarter’s data underscores the importance of robust consumer protection mechanisms and the critical role of Advice Direct Scotland in identifying, quantifying and addressing financial detriment.
Tackling Cowboy Builders and Rogue Traders
Consumers commissioning home improvements and small-scale construction work in the UK face inconsistent quality, limited avenues for redress, and weak deterrents against rogue traders and cowboy builders.
Unlike certain trades, such as gas or electrical work, where legal registration or scheme membership is required, general builders operate without a universal licensing system. Most quality marks, such as TrustMark, remain voluntary, and there is no standard mechanism for verifying competence or resolving disputes (Gas Safe Register, HSE, GOV.UK, trustmark.org.uk).
International examples demonstrate the potential benefits of stronger regulation. In Australia, licensing and statutory warranties, supported by compulsory home warranty insurance, provide robust protections for consumers. Some states, including Queensland, operate a first resort claims system even if the builder is not insolvent. Germany illustrates how structured training and professional progression ensures competence, raises standards and reduces consumer harm.
Advice Direct Scotland proposes a comprehensive package of measures, including statutory licensing, compulsory warranties and insurance, strengthened payment and contract safeguards, accredited training pathways, consumer-friendly dispute resolution, and intelligence-led enforcement.
Collectively, these measures would reduce the prevalence of cowboy builders, enhance industry standards and give consumers confidence in commissioning work.
Current Situation
In the UK, there is no universal licensing scheme for general builders. Consumers struggle to verify a builder’s competence due to inconsistent credentials and voluntary membership of codes of practice or quality schemes. Some trades, such as gas engineers or electricians, are legally required to be registered, but most builders face no such regulation. Our advice is always to look for a registered business, to get several quotes, obtain reviews etc, but even those who follow all the advice can find themselves a victim of a trader who has been less than honest regarding their skills, timescales, costs or indeed their intention to finish the work.
Consumer complaints about home improvement services represent a significant portion of enquiries to advisory services.
Protection for payments and recourse when things go wrong is limited. Alternative dispute resolution is not mandatory in the construction sector, and legal mechanisms, such as adjudication, are primarily aimed at commercial contracts rather than domestic consumers. This leaves homeowners with fewer options for recourse and often limited leverage in disputes.
The issues can begin when individuals first enter the trade, as the UK has a relatively flexible but fragmented approach to training in construction. Although there are programs available which offer apprenticeships or vocational qualifications, there is little progression past the apprenticeship stage.
Qualifications are also not mandatory for many constructions linked trades. So, people can start up their own business without any official training leading to highly variable standards across the sector.
To see our social media, website, media impact and insights please refer to our press pack included.
International Examples of Best Practice
Australia
Australian states and territories require builder licensing for projects above a certain value (typically AUD $3,000–$5,000, depending on the state). Those operating without a licence can face criminal or civil penalties. Smaller jobs performed by handymen are exempt, ensuring flexibility for low-risk work.
Builders must also provide statutory warranties for domestic projects, supported by compulsory home warranty insurance. These warranties cover both minor and major defects for set periods (typically two to six years, depending on state and defect type), giving consumers a reliable safety net. Certain jurisdictions, such as Queensland, operate first-resort access schemes, enabling claims even if the builder remains solvent, reducing delays and deadlocks. Evidence suggests these measures significantly reduce consumer harm.
Germany
Germany offers a robust system of apprenticeships, professional progression, and mandatory certification. Apprentices follow a dual learning system, combining part-time classroom education with work-based training over 2–3.5 years. Completion of nationally set curricula and final exams grants the status of journeyman, a nationally recognised qualification.
Only master craftsmen, who undertake additional training in trade skills, business management, and law, may operate independent businesses and train apprentices. This ensures quality control, reduces entry of unqualified workers, and maintains high consumer confidence. German consumers can easily identify qualified professionals, reducing the likelihood of encountering rogue traders.
Recommendations from Advice Direct Scotland
Licensing
A statutory licensing regime should cover England, Wales, Scotland, and Northern Ireland, with sensitivity to devolved powers. Builders contracting residential work above a defined value (£3,000–£5,000) would require a licence.
Entry requirements could include Demonstrated technical competence, financial integrity and absence of adverse regulatory history, Appropriate insurance coverage, Participation in complaints and alternative dispute resolution schemes and a Commitment to continuing professional development.
A public register should be maintained, with licence numbers displayed on quotes, sites, websites and vehicles. Non-compliance would attract fixed penalties and, in serious cases, criminal sanctions.
Warranties and Insurance
Builders should provide statutory warranties supported by home-building warranty insurance. Coverage would protect consumers against loss of deposits, failure to start or complete works, and defects arising after completion. Warranties should last at least six years for structural defects and two years for non-structural defects. First-resort claims access should be available to prevent deadlocks.
Payment and Contract Safeguards
Residential contracts should fall under the Construction Act, enabling fast-track adjudication for stage-payment disputes. Upfront deposits should be capped (e.g., 10%) and linked to verified milestones, such as building control sign-off. For higher-value projects, mandatory model contracts should set clear provisions for variations, retention, and defect liability.
Consumer-Friendly Dispute Resolution
Consumers should have access to fast, affordable, and accessible dispute resolution. This system could adapt existing construction adjudication procedures to suit domestic consumers, providing simplicity, speed and reduced fees.
Training and Certification
Nationally recognised qualifications and apprenticeships should be required for those entering the trade. Ongoing professional development should be incentivised to improve standards, increase consumer confidence, and professionalise the industry.
Intelligence-Led Enforcement
Trading Standards, Building Control, and licensing authorities should share data to identify high-risk firms, such as those with multiple complaints. Enforcement powers could include administrative penalties, licence suspension, director banning orders, and procurement restrictions. Publicly funded projects should prioritise licensed and insured builders, building on TrustMark and ECO schemes.
Summary
The UK’s current system exposes consumers to inconsistent quality, limited recourse, and financial loss due to rogue traders and cowboy builders. Without strong action in this area, consumer detriment will continue. The rise of social media has made it incredibly easy for rogue traders to appear legitimate to attract customers, and to disappear easily when issues arise, leaving consumers out of pocket, with unfinished or unsafe work and without any way of claiming money back. International examples from Australia and Germany demonstrate that licensing, statutory warranties, compulsory insurance, accredited training, and robust enforcement can significantly reduce consumer harm and raise industry standards.
Implementing a coordinated package of these measures in the UK would create a safer, more transparent, and accountable domestic building market. Consumers would be able to commission work with confidence, industry standards would rise, and rogue operators would face meaningful deterrents, ultimately professionalise the sector and protect homeowners.
Rogue Trader Window Install
[redacted information] who is 72, arranged for new windows to be installed in her home after seeing a company advertised locally. From the outset, the experience was troubling. The trader arrived without warning and asked her to leave the property for a few hours. When she returned, she found that nine windows had been fitted in just two hours, raising immediate concerns about the standard of the work.
On closer inspection, [redacted information] discovered extensive damage. In the bathroom, the trader had stood on the toilet pan, leaving it cracked, and the cistern had been knocked out of position so that water was running constantly. The wooden surrounds of several windows were scraped and gouged, the bathroom windowpane was scratched, and elements of the installation were unfinished, with putty missing and hinge caps not fitted.
When [redacted information] contacted the trader, they admitted responsibility for breaking the cistern and promised to carry out repairs. Someone was sent to inspect the damage, and she was given dates for remedial work. However, the appointments were repeatedly missed, and no repairs were undertaken. Despite repeated assurances, the trader failed to return, leaving her with ongoing damage and considerable stress.
[redacted information] was advised that under the Consumer Rights Act 2015, services must be provided with reasonable care and skill to the standard expected of a competent professional. To assist her our team wrote a formal letter was issued to the trader, after which they contacted [redacted information]and indicated a willingness to resolve the matter. However, they did not respond to her request to reject the windows and obtain a refund. We further advised that she obtain independent quotes to assess the cost of repairing the bathroom damage so that she could pursue a claim for a price reduction.
When she contacted us, the advisor she spoke to noticed that the trader involved had several other complaints against them, and that they often dissolved the company only for it to later reappear under a slightly different name, a practice called pheonixing. This information was shared with Trading Standards so that they could investigate further.
[redacted information] is still struggling in seeking redress, as the company has once again disappeared. Unfortunately, this is not a rare occurrence, as companies can easily register and dissolve leaving unhappy customers and debts. Leni’s story highlights the difficulties and levels of detriment faced by consumers when targeted by rogue traders.
[redacted information] WhatsApp Scam
[redacted information] was invited by a friend to join a WhatsApp group. At first, it felt like a welcoming space. People were sharing tips, chatting about lifestyle and health, and the atmosphere seemed friendly. Within the group, someone was promoting a weight-loss supplement called mounjaro. The posts were persuasive, and because the invitation had come from a trusted friend, there was a sense of safety and reassurance.
Encouraged by the positive tone of the group, [redacted information] decided to place an order. Money was transferred directly from her bank account, and she looked forward to receiving the product. In the first few days, there was excitement and anticipation – the hope that the supplement might make a difference, that this could be a worthwhile investment in health.
But as time passed, that optimism slowly turned into unease.
The parcel never arrived and attempts to contact the seller were met with silence. Then, almost overnight, the WhatsApp group itself disappeared. The people behind it vanished from the platform, leaving no way to reach them. The realisation sank in that this had not been a genuine purchase but a carefully constructed scam. Disappointment turned quickly into frustration and anger, particularly as [redacted information] reflected on how easily trust had been won and then betrayed.
Fraudsters create group spaces on apps like WhatsApp or Telegram to build a sense of community, encouraging members to buy into products or schemes. Once enough people have transferred money, the group is shut down, and the organisers disappear without a trace. It can happen with health products, with investment schemes promising guaranteed returns, or even with tickets to concerts and sporting events that never materialise. For many victims, the sense of embarrassment or shame can be just as difficult as the financial loss.
[redacted information] contacted us and was advised that we would raise the matter with Trading Standards, and that she could also report it to Police Scotland. We also advised her that it may be possible to get her money back, due to banking rules on scams where you are tricked into transferring money directly from your account to that of the scammers. This is known as Authorised Push Payment fraud, or APP fraud. [redacted information] was able to speak to her bank and have the payment refunded
[redacted information] Unfair Trading from Locksmith
[redacted information] was unexpectedly locked out of his property and urgently searched online for help.
The top-ranked advert on Google appeared to be a genuine locksmith company, promising a fast response. Under stress and needing immediate access to his home, [redacted information] called the number and requested assistance.
A locksmith arrived promptly. During the visit, [redacted information] was told there would be a call-out fee of £80. However, once the work had been completed, he was presented with an inflated bill of £552. In a pressured situation and feeling he had no choice, [redacted information] paid the amount by credit card so that he could regain entry to his property.
Later, after seeking advice from another locksmith, [redacted information] discovered that the lock did not need to be drilled and replaced. He was also told that a reasonable cost for the job should have been no more than £170, which confirmed that the charges applied were grossly excessive.
Under the Consumer Rights Act 2015, if no estimate or written quote is provided before work begins, a trader may only charge a consumer a reasonable price for the work carried out. In this case, the lack of transparency and the inflated fee indicate that the service did not meet this legal requirement.
ADS advised [redacted information] to gather evidence, including quotes from other locksmiths to demonstrate what a reasonable charge should have been, and to raise a dispute with his credit card provider under Section 75 of the Consumer Credit Act by setting out why the charge was unfair and providing supporting evidence. He was also encouraged to send correspondence by email with a read receipt or by recorded post to ensure there was proof of communication.
Trading Standards have been notified, as this type of activity suggests a wider scam operation.
At the time of writing, the dispute process is ongoing. [redacted information] is pursuing a refund of the unreasonable charges and seeking to hold the locksmith accountable for unfair trading practices. This case highlights the risks of responding to online adverts, especially in emergencies where consumers are vulnerable. It also demonstrates the importance of knowing that traders must provide clear pricing and cannot simply charge excessive amounts, that payments made by credit card benefit from the additional protections of Section 75, and that evidence of standard industry costs is vital when challenging unreasonable fees. Advice Direct Scotland will continue to monitor.
Building on Progress What Comes Next
Increase utilisation of the CRM, marry support, for colleagues to build confidence and confidence so that it supports more effective intelligence-sharing between ADS, Trading Standards and other stakeholders.
The ability to build and improve and identify trends, respond quickly to emerging issues, and strengthen outcomes for consumers.
Maintain our focus on priority markets where consumer detriment remains high giving a strong focus to used cars aiming to address the recurring problems around misrepresentation, ongoing unfair practices and after-sales issues for consumers.
Press Pack consumeradvice.scot Q2 2025
In the press
We continue to raise the profile of consumeradvice.scot through sustained national and local media engagement.
This quarter marked a major milestone with our first front-page story in the Sunday Post, a historic paper with a monthly reach of over 476,000 adults.
Our regular weekly advice column in the Daily Record, which reaches around 521,000 readers every quarter, continues to provide accessible guidance on energy, debt, welfare, and consumer issues.
Web Analytics
This quarter, consumeradvice.scot recorded a 14.8% rise in overall web traffic, increasing from 14,000 to 16,000 visits. The number of new users also grew significantly, from 13,000 to 15,000, demonstrating continued success in reaching fresh audiences.
While average time spent on the site fell slightly (down 6.1%), this is offset by a 30.9% surge in total page views — from 34,000 to 45,000 — indicating that users are exploring more of our content and engaging with a wider range of resources.
Please note that three pages from the Press Pack (included in Annex A) have been removed under section 38(1)(b) of FOISA as it includes personal information and photographs.