Foreword

FOREWORDFOREWORD

The COVID-19 pandemic, combined with the ongoing impacts of EU Exit, alongside the emerging cost of living crisis and challenging economic conditions, are creating a perfect storm for consumers.

Because of this, we are witnessing levels of consumer detriment not seen for decades. In light of this tough time for consumers, not just across the UK but also across the world, the need to support and enhance consumer confidence has never been more pressing.

LORD LINDSAY

CCAS Chair This is where the Consumer Codes Approval Scheme (CCAS) comes to the fore, providing solid reassurances to both businesses and consumers that a superior customer complaints procedure is in place and that its members are committed to excellent consumer protection standards.

I am pleased to report that despite the continuing unsettling conditions for consumers, the number of CCAS business

members is steady at almost 80,000. Meanwhile, the compensation recovered for consumers via complaints and dispute resolution mechanisms increased significantly from £1.9 billion to nearly £3.6 billion. Also, protected consumer spending across scheme member businesses has also grown, with our members reporting almost £113 million, compared to a reported value of £97.4 million last year. These figures once again confirm the confidence that businesses have in CCAS and its ability to raise consumer outcomes and improve business results.

Even with the many existing and emerging difficulties facing consumer markets, there is every reason to be confident that CCAS will continue to see significant growth over this decade. The fact that the scheme continues to deliver impactful positive results sends a loud and clear message about the fundamental role it plays in raising standards for consumers and improving the reputation of businesses. These figures once again confirm the confidence that businesses have in CCAS and its ability to raise consumer outcomes and improve business results.