Consumer harm in Scotland is widespread, affordability pressures persist, and there are significant inequalities in consumer experiences, Consumer Scotland’s first statutory Consumer Welfare Report has found.
The landmark report, published today, provides the most comprehensive assessment to date of how well the interests of consumers are served in Scotland, with younger consumers most likely to experience harm.
The report found that, while many consumers feel protected, confident and able to access the goods and services they need, a substantial minority continue to experience significant harm, affordability challenges, and barriers to participation in an increasingly complex economy.
A survey of more than 2,000 adults in Scotland, commissioned for the report, found that 60% had experienced some form of consumer detriment in the past 12 months, causing stress, costing money, or taking up time to try to resolve.
Issues included faulty, unsafe or broken goods, difficulty getting refunds or replacement items, unfair terms and conditions, incorrect charges, delays to deliveries and in some cases items never arriving. The survey also looked at scams, misleading online practices and product safety issues.
The report identified stark differences in consumer experiences, with disabled consumers, those facing financial vulnerability and digitally excluded consumers more likely to experience harm.
However, younger consumers consistently face some of the highest rates of harm with nearly 74% of those aged 18 to 24 experiencing detriment, compared with 41% aged 65 to 74 and just 31% of those aged over 75.
Around one fifth of younger consumers (18.2%) had fallen victim to a scam in the past 12 months, compared with 10% of consumers overall.
Younger people also had the lowest levels of consumer confidence (55% compared to an average of 70%) and were less likely to be confident in understanding their rights (60% compared to an average of nearly 67%).
The results highlight the fact that, despite often being more digitally connected, younger consumers may be exposed to different risks through their spending patterns, online activity and engagement with rapidly evolving digital markets.
The report also highlights the lasting impact of cost-of-living pressures, finding that one in five consumers in Scotland are regularly struggling to afford essentials such as food, energy or housing costs.
The report points to continuing concerns around fuel poverty, food insecurity and household debt, while warning that affordability support is often poorly targeted and does not always reach those who need it most.
Consumer Scotland Chief Executive Sam Ghibaldan said:
“Consumer welfare matters because our experiences as consumers affect our quality of life, our wellbeing and our ability to participate fully in society.
“Our report shows that while many consumers in Scotland are reasonably well served, consumer harms remain widespread. Too many people continue to face challenges accessing redress when things go wrong, while affordability pressures continue to affect households across Scotland.
“The evidence also shows that some groups are disproportionately affected. Disabled consumers, those facing financial vulnerability, younger people and digitally excluded consumers are often more exposed to harm and less able to secure effective resolution when problems arise.
“Improving consumer welfare is not simply about addressing individual consumer problems. It is about ensuring markets, public services, regulation and enforcement work effectively for everyone, and particularly for those most at risk of harm or exclusion.
“Consumer welfare and economic growth are closely linked. When consumers can access the goods and services they need, understand their rights and participate confidently in markets, the economy works better for everyone.
“How well consumers are served is one of the clearest tests of whether the economy is working well for people and businesses.”
Other key findings from the survey included:
- 36% of respondents had seen or been personally targeted by a scam, with 10% falling victim
- Two thirds (65%) of scam victims had lost money, with 17% losing over £1,000
- 14% of consumers experienced product safety issues, with electrical and fire risks the most common concern
- 15% of those who complained after experiencing a problem could not get through to a supplier, while 30% of these who did were not satisfied with the result
- 66% of consumers shopping online experienced hidden or unexpected charges, 63% had difficulties cancelling or unsubscribing from a service and 48% received counterfeit or poor quality products
The report concludes that consumer harms remain widespread because markets, products and business practices are constantly evolving. New products, global supply chains and changing online pricing practices can create new risks for consumers, requiring regulators to adapt continually.
Effective regulation and enforcement are therefore critical to protecting consumers, but while recent reforms have strengthened some enforcement powers, trading standards services continue to face significant pressures.
Background
Consumer Scotland's Consumer Welfare Report is a statutory report required every three years under the Consumer Scotland Act 2020.
It provides an assessment of how well consumers' interests are being served in Scotland and where consumer harms are occurring.
The Consumer Welfare Survey was designed to explore respondents’ experiences of being consumers in Scotland.
The survey was completed by 2,034 respondents. Fieldwork took place in May 2026. The data is weighted by age, gender, region, urban/rural classification and household income, to ensure it is representative of all Scottish adults (aged 18+).
Consumer Scotland is the statutory body for consumers in Scotland.