Unreliable broadband services, confusing electricity and gas bills, late or cancelled trains and problems with online shopping are some of the everyday problems facing consumers.
Consumer detriment - or harm - occurs when problems like these cause people stress, cost them money, or take up their time.
Analysis by Consumer Scotland of a UK-wide consumer survey highlights the scale of problems facing consumers in Scotland in the survey year.
- Around seven in ten consumers in Scotland experienced at least one incident of harm with almost 20 million incidents in Scotland
- Issues can cause significant financial harm with each incident costing an average of just over £30. The total annual net cost to consumers in Scotland of this harm is estimated to be up to £4 billion
- The highest rates of harm are experienced by consumers who engage in the second-hand vehicle market, followed by childcare, public transport, internet services and electricity and gas
- In addition to financial costs consumers can suffer emotionally. Approximately half of detriment incidents in Scotland were associated with a negative impact on mental health with consumers feeling anxious, helpless and upset
- Consumers frequently take action to rectify detriment, but amongst those who do around half result in either no financial compensation or less than what was requested
Consumer Scotland Director of Research and Analysis David Eiser said:
“The survey is important in helping to highlight the scale and nature of detriment in Scotland and the UK.
“The findings demonstrate that detriment remains both pervasive and persistent with high levels of consumers experiencing consumer harms at a cost to their health, wellbeing and finances.
“The survey also found that consumers in vulnerable circumstances are more likely to both experience detriment and to not seek redress when things go wrong.
“It is vital consumer organisations are aware of the changing nature of consumer detriment to allow them to provide support where detriment is high, as well as identifying and advocating for solutions.”
Background
Consumer Scotland Insight Paper into consumer detriment
The Consumer Detriment Survey was produced by the National Centre for Social Research. It was published by the Department for Business and Trade on behalf of the Consumer Protection Partnership, of which Consumer Scotland is a member.
It surveyed more than 6,300 individuals across the UK, including more than 850 in Scotland. Consumer Scotland’s Insight paper draws on the Scottish sample within the survey.
Consumer Scotland is the statutory advocacy body for consumers in Scotland.