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

Consumer detriment survey 2024

PDF, 2.54 MB, 155 pages

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Consumer detriment survey 2024 tables (respondent level)

MS Excel Spreadsheet, 401 KB

Consumer detriment survey 2024 tables (detriment level)

MS Excel Spreadsheet, 507 KB

Details

This study aimed to understand consumers’ 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’s 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

Published 27 March 2025