The Consumer Detriment Survey 2024 (CDS), conducted between April 2023 and April 2024, presents a stark picture of the challenges UK consumers continue to face when buying and using goods and services. Commissioned by the Department for Business & Trade and the Consumer Protection Partnership, the research captures the real impact of consumer problems, from financial loss to damage to well-being, based on consumers’ lived experiences, not just legal definitions.
The Scale of the Problem
72% of UK adults, equivalent to around 38.5 million people, experienced at least one incident of consumer detriment during the 12-month survey period. That’s up from 69% in 2021.*
- Total incidents: Estimated at 257.1 million in England, 19.9 million in Scotland, 11.9 million in Wales, and 5.9 million in Northern Ireland when scaled to the population*
- Total financial loss: £71.2 billion*
- Median loss per incident: £32*
What Consumers Did and What Worked
Despite widespread harm, many consumers took action:
- 34% requested refunds*
- 26% sought repairs or replacements*
- 21% asked for explanations or apologies*
However, only 52% of those actions led to a full or satisfactory resolution. 22% of detriment cases resulted in no consumer action at all.
The Human Cost: Beyond Financial Loss
Consumer detriment didn’t stop at the wallet. Many reported serious impacts on:
- Mental health
- Household finances
- Physical well-being
A significant proportion of consumers described the effect on their lives as “very negative”, especially when problems dragged on or weren’t resolved.
Who’s Most at Risk?
The Competition and Markets Authority (CMA) has identified specific groups that face greater vulnerability:
- Adults aged 18–39
- Older consumers
- People with long-term health conditions
- Households with limited financial resources
- Consumers whose first language isn’t English
These consumers not only face more issues but are less likely to seek or obtain redress, which underscores the need for robust protections and fair treatment across the sector.
Why This Matters and What Happens Next
The findings are already guiding action:
- The CMA has highlighted concerns around recurring consumer detriment in sectors such as online marketplaces, travel, housing, and legal services, including issues like misleading pricing, fake reviews, and aggressive sales tactics.
- The Chartered Trading Standards Institute (CTSI) suggests the £71.2bn figure likely underestimates the real harm, especially where consumers are unaware of the detriment, or in cases involving serious injury or fatality.**
HIES CEO, Faisal Hussain, responds,
“The Consumer Detriment Survey reinforces how critical it is to maintain high standards and robust consumer protection, especially in our sector, where the stakes for homeowners are significant.
It’s vital that the industry works together to build trust, deliver quality, and support consumers fairly. We’ll continue to work with installers and stakeholders to drive higher standards and deliver the peace of mind customers deserve.”