Publications  

2008

Making Markets Work (Phase II): Engaging with providers

25 June 2008

The Scottish Consumer Council (and the Scottish Centre for Regeneration) supported this research by the Scottish Council Foundation. The report builds on SCF’s earlier report which identified the need for a much deeper appreciation of private sector knowledge and assumptions about the barriers to (and opportunities for) market provision to low income households, communities and consumers.

The report argues that if businesses can take a different approach which helps to stimulate and support better functioning markets, this in turn can offer genuine choice and value for money for low income consumers, even if profit margins are less than at the middle to high income end of the market.

The Chair of the Scottish Consumer Council, Douglas Sinclair, said the report adds force to SCC’s argument that suppliers need to get better at serving disadvantaged consumers.

“This report is important because it helps us see more clearly how markets are operating for consumers in Scotland. We welcome its focus on developing innovative solutions to supplying goods and services to low-income households. Instead of forcing poorer consumers to pay a premium, providers should see them as an important group to reach. We hope that Scottish businesses will now move towards adopting the new ways of working explored in the report”.

The full report (512KB) can be downloaded by clicking here.

The summary report (1.24MB) can be downloaded by clicking here.

Complaints in the Charity Sector
23 May 2008

Research by the Scottish Consumer Council has shown that charities in Scotland could improve their complaints processes.  The research surveyed 185 charities with an income of over £500,000, these organisations make up around 5% of all registered charities but account for 91% of the gross income to the sector.

It found:

* While charities tended to have complaints procedures in place, they were less good at providing consumers with information which would encourage them to come forward if they had a complaint.

* Information for consumers on making a complaint does not generally address the fears that they might have about whether or not their concern is a complaint, whether it will be treated confidentially and whether any change will occur as a result.

* Organisations did not always have the mechanisms in place to make the link between complaints information and service improvement.

* Few organisations reported back to consumers in general about how complaints information is used to improve services.

The report makes a number of recommendations to governing bodies of charities to encourage them to improve their complaints handling procedures. These include providing training to staff and volunteers on the complaints policy, ensuring that information for consumers is accessible and addresses their needs, and ensuring that complaints are monitored for trends and potential service improvements.

Full report (1.9 MB) can be downloaded by clicking here.

Summary report (287 KB) can be downloaded by clicking here.

Scottish Consumer Council response to the OFT Annual Plan 2008/09 Consultation
February 2008
The Scottish Consumer Council welcomes the opportunity to comment on the Office of Fair Trading's Annual Plan 2008/09 consultation.  We congratulate the OFT on this well-structured plan and particularly welcome the focus on improving outcomes for consumers and on evaluating the OFT's impact on markets.  
64KB

2007

What's on my Record?
October 2007 ISBN 978-0-9554439-8-5

A consumer guide to your rights of access to personal information.

799KB   Hard copies of this free booklet are available from the SCC office, to request a copy email scc@scotconsumer.org.uk

For quick reference visit the following links:

About the guide

Your rights

School records

Health records

Housing records

Social work records

Medical reports

Advice and assistance

2006

Discussion Paper on the Regulation of Christmas (Hamper) Savings Schemes

December 2006

261KB

Representative actions in consumer protection legislation
Joint response by the National Consumer Council and the Scottish Consumer Council to a DTI consultation on Representative Actions in Consumer Legislation
October 2006
407KB

Wills and Awareness of Inheritance Rights in Scotland

SCC research report

Summary 453KB September 2006
Full Report 719KB September 2006

For more information on wills, please visit http://www.willaid.org.uk

Law Commission and Scottish Law Commission Insurance Law: A Joint Scoping Paper

Response to Law Commission/Scottish Law Commission Joint Scoping Paper on Insurance Contract Law
March 2006
52KB

2004

A consumer strategy-

Response to the Department of Trade and Industry consultation on extending competitive markets: Empowered consumers, succesful business. Joint response by SCC, NCC and WCC.

241KB   October 2004

2003

Knowledge of consumer rights in Scotland

A report on research on consumers’ knowledge of their consumer rights in Scotland.

  60KB    February 2003