Research and analysis

Consumer detriment survey 2024

Study of the problems consumers faced with purchases, their impacts on consumers and how successfully they were resolved.

From:
Department for Business and Trade
Published
27 March 2025

Documents

PDF, 2.54 MB, 155 pages

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MS Excel Spreadsheet, 401 KB

MS Excel Spreadsheet, 507 KB

Details

This study aimed to understand consumers鈥� experiences with purchasing items and services, the type and impact of problems they faced in doing so, and how they managed to resolve them.

The study found that:

  • 7 in 10 UK consumers had a negative experience with an item or service
  • most problems were typically resolved in line with people鈥檚 expectations
  • consumer detriment impacted wellbeing and some groups of consumers more than others

These findings will be of most interest to:

  • government departments responsible for consumer protection
  • consumer law enforcement bodies
  • consumer advice and advocate organisations
  • relevant academics

Updates to this page

Published 27 March 2025

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