CPB BLOG
Welcome to the Consumer Protection Bureau's blog. We share insights, investigative reports, and updates on consumer rights, advocacy, and the latest developments in consumer protection.
LATEST ARTICLES
Over the past years, the Consumer Protection Bureau (CPB) has been contacted by consumers from across the world who entered into agreements with UK-based businesses and paid for goods or services that were never delivered.
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Almost every consumer has heard the familiar automated message when calling a company: "This call may be recorded for training and quality purposes." The message has become routine. Yet very few consumers realise that the recording of their voice has effectively become a compulsory condition for accessing customer service.
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On 15 March each year, the global consumer movement marks World Consumer Rights Day, coordinated by Consumers International. It is a moment to reflect on the progress made in protecting consumers and to highlight the work still needed to ensure fairness and safety in modern markets
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At the Consumer Protection Bureau (CPB) in Westminster, we have handled thousands of consumer complaints across many sectors. Different companies. Different products. Different circumstances. Yet one pattern appears again and again.
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Over many years, modern healthcare has changed in a way that should concern us all. Increasingly, medication has become the first response, not the last resort often without proper discussion of alternatives or honest conversations about long-term consequences.
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Yellow box junctions were created to prevent vehicles from blocking key intersections and to keep traffic flowing. But are councils exploiting them as a revenue generation tool at the expense of drivers?
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Free trials have become a standard marketing tool across the digital economy. But behind the slogans, a growing number of consumers find themselves enrolled in paid subscriptions they never knowingly agreed to often only discovering the charges months later.
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Digital gift cards have quietly become one of the fastest-growing online purchases in the UK. But beneath the glossy convenience lies an unregulated ecosystem where hundreds of pounds can disappear in seconds, with neither the seller nor the platform accepting responsibility.
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CPB has received reports from SMEs describing aggressive and unjustified demands from IW Group Services (UK) Ltd (trading as Regus). Businesses are being hit with unexpected fees, locked into contracts they didn't fully understand, and facing serious financial harm.
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British travellers are being unfairly penalised by airport "drop-off charges" a practice that amounts to double taxation on consumers. CPB is calling for an immediate end to these unjust charges, which punish both drivers and passengers simply for reaching the terminal.
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When Heathrow Airport and APCOA Parking rolled out their 6 Drop-Off Zone charge, it was promoted as an eco-friendly measure to ease congestion. In reality, many drivers are finding it's anything but simple and in some cases, they are being charged twice for a single visit.
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A consumer was nearly misled into paying $109 USD for an ETA a document that costs only 16 from the official UK Government website. The site gave the impression of being official, only revealing its inflated fee at the point of payment a mark-up of over 500%.
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Apple's dominance in the tech market has come under fire again. Consumer group Which? has launched a 3 billion collective action over alleged iCloud overcharging. CPB has now launched its own campaign focusing on Apple's restrictive and overpriced repair policies.
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A CPB member and his family endured unnecessary stress, contradictory communications, and weeks of frustration after two separate car rental bookings through Expedia in Bergamo, Italy went badly wrong. CPB is demanding answers.
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CPB is pursuing legal action over the removal of legitimate consumer reviews from Trustpilot. When genuine complaints are suppressed, it undermines transparency and consumer trust. CPB is demanding accountability and pushing for reform.
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Defra has confirmed it will abolish Ofwat and establish a new unified water regulator alongside a statutory water ombudsman. CPB has welcomed the reforms but warned against repeating the failures seen with the Financial Ombudsman Service.
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Millions of UK drivers may be owed money from overcharged car finance agreements. CPB helps you claim without hefty legal fees. We deal directly with finance companies so you keep what is rightfully yours no courtrooms, no big cuts.
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The Government's decision to scrap Ofwat and replace it with a single integrated water regulator is long overdue. For too long, water regulation has suffered from fragmentation and toothless oversight, leaving consumers footing the bill while water companies polluted rivers and raked in profits.
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