Performance Framework 2026-2027

What we do

• We represent and advocate for consumers by providing insight, information and recommendations to decision-makers
• We gather, analyse and publish evidence on the issues that matter to consumers
• We investigate sectors or practices where there is evidence of consumer harms
• We provide or fund advice and information to support consumers
• We ensure the establishment and operation of a publicly available database of recalls of goods
• We provide guidance to public bodies on their statutory duty to have regard to consumer interests

Who we work with

Consumers, small businesses, governments, parliament, regulators, public authorities, businesses, advice bodies, enforcement bodies, representative groups, researchers, third sector organisations and media.

The difference our work makes

• There is improved awareness and understanding of the issues that matter to consumers
• Policy, legislation and regulation addresses the priorities of consumers in Scotland
• Decision-makers are held to account for the impact of their decisions on consumers
• Businesses and public bodies adopt approaches that deliver positive outcomes for consumers buying or using goods and services
• Organisations across the consumer landscape work better together to deliver positive consumer outcomes
• Consumers get access to the advice and information they need

The outcomes we achieve

• Reduced consumer harm
• Increased consumer confidence in dealing with businesses that supply goods and services
• Consumer matters are increasingly taken into account by public authorities
• The sustainable consumption of natural resources and other sustainable practices is more widely promoted
• Inclusion, fairness, prosperity and other aspects of wellbeing in Scotland are advanced

Measuring Progress Against Our Theory of Change

Performance Report

Every year Consumer Scotland will publish a Performance Report, as part of our Annual Report, which describes our impact against our five outcomes.

In this Report, we will set out:

A high level ‘snapshot’ of the benefits for consumers our work has delivered in the previous 12 months.

A set of short case studies, demonstrating how our work on a range of issues has helped consumers in Scotland. For each case study we will provide:

• A short description of the consumer issue or problem we tackled
• Evidence of the work we undertook to address this issue
• The outcome that we achieved and the benefit this will deliver for consumers
• Where possible, the number of consumers in Scotland who will benefit from this work

An overview of the recommendations we have made on behalf of consumers during the previous year, including:

• A ‘RAG’ report on progress against our recommendations under each of our five outcomes[1]
• A thematic report on the type of recommendations we have made to benefit consumers

Monitoring Information

To inform our Performance Report and understand the contribution of our work to delivering positive outcomes for consumers, Consumer Scotland will monitor a range of information on our delivery.

This will include information about:

• Policy, research and investigation reports published
• Our recommendations to key decision makers, recorded in our Recommendations Register
• Written and oral evidence provided to Parliament
• Formal consultation responses
• Formal correspondence with Ministers, regulators, businesses and other key decision makers
• Briefings provided to Parliamentarians
• Media coverage
• Membership of external advisory, policy and working groups
• Research projects commissioned and number of consumers engaged in our research
• Data sharing agreements with key partners
• Consumer information campaigns we have run or supported
• The number of consumers supported through advice services we fund and the type of advice provided
• Information on how public bodies have engaged with our Consumer Duty guidance

This information will provide the evidence base for the impact case studies in our Performance Report, which will be set out under each of our five statutory outcomes.

Organisational Activity Indicators

To accompany our Performance Report we will publish a number of quantifiable measures on our performance. These measures are split into two categories: measures provide information on how we are delivering our functions in order to achieve our statutory outcomes; and measures which provide information on the effectiveness of our governance and operations.

[1] For 2025/2026 we are piloting the following categorisation for RAG scores (a) Substantial progress, (b) Some progress, (c) No/limited progress