Consumer Friend: Recent Episodes
Consumer Friend
The Consumer Friend is a fun twist on Consumer Rights, aiming to train people on what their rights are when buying goods, services and digital content. www.ConsumerFriend.org.uk was started in July 2022 by a small team of Trading Standards professionals who passionately believe that understanding your rights is key to getting a better deal for everyone. A new podcast will be released every two weeks talking about an individual topic. Please let us know what you would like to hear about.
Release Date: 30/09/24
Host(s):
- Adam
- Louise (LouBax)
Guests:
- Jon Walters – Senior Service and Contract Manager, Citizens Advice
- Judith Wood Archer – Senior Delivery Director, Society Matters Citizens Advice Gateshead
Episode Summary:
In this episode, Adam and Louise are joined by Jon Walters and Judith Wood Archer from Citizens Advice. The discussion revolves around the incredible work Citizens Advice does to support communities across the UK, handling over 5.5 million consumer-related issues in 2022. From helping consumers navigate energy issues and debt advice to ensuring individuals understand their rights, Citizens Advice plays a vital role in consumer protection.
Judith shares insights from her 18 years of experience at Citizens Advice Gateshead, the largest branch in the country, while Jon discusses how the national team works to advocate for consumer rights and influence government policies. Together, they explore how the cost-of-living crisis has impacted consumers and the importance of offering practical, accessible support when people need it most.
Key Takeaways:
- Citizens Advice’s Reach: In 2022, the Citizens Advice Consumer Service handled over 5.5 million consumer issues, and their website received 29 million visits, focusing on consumer rights, energy issues, and debt advice.
- Cost of Living Crisis: Citizens Advice has seen a significant increase in demand for services, with many clients struggling due to rising living costs and debt.
- Importance of Early Intervention: Judith and John emphasize the need for people to seek help early to prevent small issues from escalating into crises.
- Citizens Advice’s Impact: The organization delivers services both locally and nationally, offering vital advice and support in areas like housing, benefits, and consumer protection.
Notable Quotes:
- Jon Walters: "We try to give people the help and advice they need, but part of our job is to be the people's champion, influencing decision-makers to see things from the perspective of those in need."
- Judith Wood Archer: "It's often not until people are in crisis that they seek help. But if we can catch them early, it's like untying a simple bow instead of cutting through a knot."
- Adam Carter: "Citizens Advice is like a safety net – people don’t think they need it until a problem happens."
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- Website: Consumer Friend
- Twitter: @ConsumerFriendUK
- Instagram: @ConsumerFriendOfficial
- TikTok
Release Date: 30/09/24
Host(s):
- Adam
- Louise (LouBax)
Guests:
- Jon Walters – Senior Service and Contract Manager, Citizens Advice
- Judith Wood Archer – Senior Delivery Director, Society Matters Citizens Advice Gateshead
Episode Summary:
In this episode, Adam and Louise are joined by Jon Walters and Judith Wood Archer from Citizens Advice. The discussion revolves around the incredible work Citizens Advice does to support communities across the UK, handling over 5.5 million consumer-related issues in 2022. From helping consumers navigate energy issues and debt advice to ensuring individuals understand their rights, Citizens Advice plays a vital role in consumer protection.
Judith shares insights from her 18 years of experience at Citizens Advice Gateshead, the largest branch in the country, while Jon discusses how the national team works to advocate for consumer rights and influence government policies. Together, they explore how the cost-of-living crisis has impacted consumers and the importance of offering practical, accessible support when people need it most.
Key Takeaways:
- Citizens Advice’s Reach: In 2022, the Citizens Advice Consumer Service handled over 5.5 million consumer issues, and their website received 29 million visits, focusing on consumer rights, energy issues, and debt advice.
- Cost of Living Crisis: Citizens Advice has seen a significant increase in demand for services, with many clients struggling due to rising living costs and debt.
- Importance of Early Intervention: Judith and John emphasize the need for people to seek help early to prevent small issues from escalating into crises.
- Citizens Advice’s Impact: The organization delivers services both locally and nationally, offering vital advice and support in areas like housing, benefits, and consumer protection.
Notable Quotes:
- Jon Walters: "We try to give people the help and advice they need, but part of our job is to be the people's champion, influencing decision-makers to see things from the perspective of those in need."
- Judith Wood Archer: "It's often not until people are in crisis that they seek help. But if we can catch them early, it's like untying a simple bow instead of cutting through a knot."
- Adam Carter: "Citizens Advice is like a safety net – people don’t think they need it until a problem happens."
Resources & Links:
- Citizens Advice Website – Access advice on consumer issues, debt, benefits, and more.
- Consumer Friend Website – For additional consumer rights support.
- Action Fraud – Report scams and fraud.
Send us a text
Please like, subscribe and rate to help increase the reach in the UK. You can also follow us on socials:
- Website: Consumer Friend
- Twitter: @ConsumerFriendUK
- Instagram: @ConsumerFriendOfficial
- TikTok
In this episode, Adam and Louise sit down with Paul Maskall, a leading expert in fraud prevention, to discuss the emotional response to fraud. They explore why people often think fraud won't happen to them, despite it being one of the most common crimes in the UK. The conversation delves into human behaviour, how criminals exploit our emotional states, and ways we can better protect ourselves in the digital world.
Paul offers deep insights into the psychology behind fraud, social engineering, and the limitations of human intuition when facing online manipulation. The discussion also touches on how organisations like UK Finance and City of London Police are working to protect consumers and businesses from fraud and scams.
Key Takeaways:
- Fraud is common, yet under reported: You are more likely to be a victim of fraud than any other crime type in the UK.
- Human vulnerability: Fraudsters target emotional and psychological vulnerabilities, often exploiting moments of distraction or emotional distress.
- Intuition is not always enough: People often trust their gut feeling, but Paul highlights that our emotional instincts are not always accurate when assessing fraud risks.
- The role of technology: Both criminals and anti-fraud agencies are using technology, but it is essential to be mindful of our emotional states when interacting with potentially fraudulent messages.
Notable Quotes:
- Paul Maskall: "Your vulnerability to fraud doesn’t depend on intelligence or tech skills – it depends on being human and breathing."
- LouBax: "We’re humans; we’re trusting by nature, and criminals know that."
- Paul Maskall: "It's like pushing a wet noodle up a hill, trying to convince people of risks they can't see."
Resources & Links:
- Consumer Friend Website – for all consumer rights information
- UK Finance – For insights on fraud prevention and financial security.
- Action Fraud – Report any fraud incidents here.
- Stop Fraud UK – Resources for staying safe from fraud.
Timestamps:
- [00:00] – Introduction to the episode and guest
- [05:30] – Paul Maskell’s role at UK Finance and City of London Police
- [15:00] – The psychology of fraud and manipulation
- [25:45] – Trusting your gut vs. emotional manipulation
- [35:00] – Final advice on preventing fraud
Release Date: 16/09/24
Host(s):
- Adam Carter
- Louise Baxter (LouBax)
Guest:
- Paul Maskall – strategic fraud prevention and behavioural lead for UK Finance and the City of London Police
Send us a text
Please like, subscribe and rate to help increase the reach in the UK. You can also follow us on socials:
- Website: Consumer Friend
- Twitter: @ConsumerFriendUK
- Instagram: @ConsumerFriendOfficial
- TikTok
A quick look at whats going to be coming up in season 4 of the all new Consumer friend Podcast. This season is going to be slightly different, each pod will have a special guest talking about the work they do in their field. From human behavior, communications and fraud, we have a wide range of consumer issues covered. We hope you enjoy.
Send us a text
Please like, subscribe and rate to help increase the reach in the UK. You can also follow us on socials:
- Website: Consumer Friend
- Twitter: @ConsumerFriendUK
- Instagram: @ConsumerFriendOfficial
- TikTok
Adam and Lou are back for the final episode in season 3. Lou answers a few questions that have come in from consumers over the last couple of months, a few around second hand cars and building work.
They also talk through the previous podcast and discuss what's coming for season 4. Thank you all for listening.
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Adam and Lou are joined by James Walker, a consumer champion who has developed tools to help people understand and exercise their rights.
How does your data get moved around the world? how do you get targeted by advertisers and scams? And how do you get your data removed? Know your rights!
Link to websites mentioned here:
Have I Been Pwned allows you to search across multiple data breaches to see if your email address or phone number has been compromised.
Check a website is an easy-to-use online tool which helps you to determine whether a website is likely to be legitimate or a scam … before you visit it.
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Following the publication of the latest report by Nice on Consumer Vulnerability, Adam and Lou discuss the report and why businesses should sit up and pay attention!
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Finally, the episode only Adam has been asking for! Media literacy is fast becoming one of the most important skills us humans can have. we are now bombarded with more media than we've ever seen in our lives, how do we know what to consume, what to believe and what could be dangerous to us! Media literacy allows us to question the messaging that we are seeing and makes us ask 'why am I seeing this? what's in this for the creator?’ answer - usually money.
Please consume this media and ask yourself exactly those questions, we're just trying to educate, oh and raise our profile a bit which might make us a bit of money somehow. Enjoy, please!
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Louise celebrates her leap year (actual) birthday with a special fraud and scams podcast, something Louise and Adam spend their day jobs doing (Not committing fraud and scams, but trying to stop it).
This pod talks about the new government Stop Think Fraud campaign along with a Linny's fraud story and the language we use when talking to fraud victims and how it has the power to build people up but also knock peoples confidence!
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In this episode, Adam Carter and Louise Baxter MBE talk about the dangers of in home teethe whitening kits bought on the internet and introduces their #ProtectYourSmile or #ForFakeSake Campaign.
In a world obsessed with achieving the perfect smile, the #ForFakeSake campaign aims to educate consumers on the potential risks posed by unsafe teeth whitening products while providing essential guidance on making informed choices for a brighter, safer smile.
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In todays pod, Adam and Lou talk to Kevin Grix from the Dispute Resolution Ombudsman Service (DRO). If you feel that the business that you have used for purchasing goods or services hasn't kept their side of the contract (Not fit for purpose, as described of of satisfactory quality) then you might need to get in touch with the DRO, they may be able to mediate or come find a solution for you. Have a listen to see what they do, it just might be the best 30 minutes you spend this week.
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Adam & Lou are joined by Alex Hughes, a Scheme Manager at MCS. MCS certify both products and traders in the vital renewable energy sector giving consumers more trust and confidence in the green energy sector. Find out about all the work that goes into making sure the products we use are safe, durable and covered if anything was to go wrong.
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In this episode Adam and Lou talk about your rights when it comes to returning those unwanted gifts and the best way to navigate through the January sales.
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Consumer Friends final podcast of 2023! In this episode, Louise and Adam talk about how counterfeit products effect consumers, businesses and governments. What are people searching for? find out here!
Protect yourself and your loved ones this Christmas, buy real
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Louise and Adam are back with the first full episode of season 3. it's a tough one this time around, Unfair Contract Terms. Adam and Lou discuss what could be considered to be unfair in written (or even unwritten) contracts and notices. Your rights made easy!
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We're back! Slightly later than promised but Adam and Lou are back. This is just a little teaser on what to expect over the next 11 episodes from the team at Consumer Friend. There is also a bit of a history lesson on the birth of consumer rights, how it all started, you'll never guess.
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The final episode of the second series is here. A quick recap of the previous 11 podcasts, some topical consumer rights stories that have been in the news over the last couple of months and test the expert (Louise) bit at the end.
See you all in a couple of months, thank you everyone for listening.
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Adam and Louise discuss your rights when buying used cars. Whether its from a business, a private seller or from an online marketplace you should know your rights in order to get the right deal for you. Used car complaints is by far the most complained about service/goods coming into the Citizens Advice service, don't buy a dog of a car!
There's also a top 10 of most bought used cars in 2022! how could you miss that!
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Adam and Lou are joined by two people that have been through the retrofit journey and have become advocates for sustainable homes. There are no downfalls to having a more energy efficient homes, it reduces your fuel bills, reduces your carbon footprint and helps to save the planet!
Lucy Haden lives in London and embarked on retrofitting her late 1960's flat roof terrace home and has learnt so much, she no no longer needs to walk around her house with two jumpers and a hat on!
Judith Leary-Joyce started out with building an extension which she wanted to make eco-friendly. It turned out that she needed to make the rest of the house energy efficient as well! armed with no knowledge but a lot of motivation, she learnt it all (well, most) and has now written a book on retrofitting and promotes retrofit through her blog on her website - www.ecorennovationhome.com.
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Adam and Lou from Consumer Friend takes questions from the listeners about consumer rights and problems they've had with holidays, vets (services), online retailers (goods) and solar panels.
Plus a very interesting fact about squirrels!
Keep the questions coming and thank you for all the participation.
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Adam and Lou introduce Consumer Friends Energize - Retrofit. How we should all get involved in improving the performance of our homes to save the planet and our bank balance. We hope you can all get involved in helping to spread awareness. What dopes Retrofit actually mean? find out here.
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Adam and Lou talk about their favourite gigs and what would've happened if the tickets they bought for these events ended up being fake! Your right's when your buying tickets and how to buy them safely!
Great advice on Consumer Friend but also here at The Socirety of Ticket Agents (STAR) - https://www.star.org.uk/
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There are protections in place if you are let down by a business when asking for a refund. Its always best to pay by credit card because that offers you protection under Section 75 of the Consumer Credit Act. Adam and Lou talk about how and when you can use it with some amusing examples.
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Saving the planet and your money!
In this pod, Adam and Lou talk to Retrofit expert Russell Smith (RetroRuss) from Parity Projects and Retrofit Works about creating a plan to make your home more cosy and energy efficient. Why do we need to do this? TO SAVE THE PLANET!
We all need to take some responsibility for the world that we live in, and it will reduce your energy bills as well, win win!
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Our birthday pod! We can't believe it's been a year already! Adam and Lou talk about the last year, how and why they started Consumer Friend, mistakes and successes and a few giggles.
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The average age reading age in the UK is around 10 years old! We all need to understand the information we are receiving from businesses in order to make the right choice for us and get the best deal. Businesses should be designing their products and services to be accessible to as many people as possible. Adam, Lou and special guest Gary discuss why and how businesses should be using plain English.
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Adam and Louise talk about the how to make sure that you have the holiday that you paid for! your rights when booking a holiday and how to avoid the scams. Check the reviews and pay with a credit card are the top tips.
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Adam & Lou discuss the dangers of purchasing fake cosmetics. It turns out that if the price is too good to be true, it probably is. We look at the effects that these dangerous chemicals can have on our skin and body, the history of cosmetics and how to avoid buying them!
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Adam and Lou take a quick look at what's going to be coming up in the second series of the Consumer Friend Podcast. From plain language to buying used cars and your rights when buying a holiday along, Consumer Friend has got your back. Please get in touch with any questions at info@consumerfriend.org.uk.
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The last Pod in the first series of the Consumer Friend Podcast!
Adam and Lou talk about the Christmas anxiety and how we are buying more online than ever with no signs of stopping. Do you know your rights when buying goods online and when buying digital content? Find out here.
Check a website at https://www.getsafeonline.org/checkawebsite/
Thank you to all our listeners, happy Christmas and see you all in 2023!
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Adam and Lou go through some questions that have come into the team over the last couple of months along with a look at Black Friday and why you might not be getting the deal you think you are.
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Adam and Lou talk about the influx of fraud and scams as a result of the cost of living crisis. Energy rebate, impersonation and fake loan scams are rife and criminals can seize on any opportunity which can create a sense of panic, worry and anxiety in the population. We all go through periods of vulnerability in our lives, challenges politically and economically increases the chances of us becoming more vulnerable to fraud and scams.
Instead of creating our own content, we have linked this pod to the Friends Against Scams website which looks at the latest cost of living scams
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Adam and Lou are joined by Adrian Simpson from the British Retail Consortium to talk about product safety with an emphasis on toys. we look at what is expected from all the businesses in the supply chain from design and manufacturing to retail and how we as consumers have a responsibility to check that the products we buy are fit for the person that is going to use them.
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Adam, Louise and Sophie discuss the new Consumer vulnerability code that will launch in 2023, the new homes code and what it means to us all. Information for businesses to take on board in regards to inclusive design and recognising vulnerability.
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Adam and Lou are joined by Faisal from HIES, a leading consumer protection organisation covering the installation of home energy products. Today they talk about the ideas behind becoming 'energy independent' and take a look at solar panels, battery storage and heat pumps.
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Louise and Sophie talk about consumer vulnerability by looking at life events that can effect our ability to make sensible decisions. we can all go through periods of vulnerability in our lifetime, understanding, sharing and owning it can help you get the right deal for you!
Louise and Adam talk about the first steps to take when looking at making your home more energy efficient. This can help reduce your energy bills and decrease your carbon footprint. What is Net Zero? What's an EPC? why do we need to worry about the moisture in our home? answers here and on the website www.ConsumerFriend.org.uk. Follow us on:
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Sophie and Louise are joined by special guest Ben from TrustMark. A look into how to find a good, reliable trader and some great tips on how to avoid the rogue ones! more information at www.ConsumerFriend.org.uk. Follow us on socials!
Adam and Sophie talk about your rights when using services. Services are something that we use on a daily basis and we need to know what we are entitled to, and hat we're not when using them.
Louise and Adam discuss your rights when you're out and about buying goods from shops, what you can do, what you can't do and how long you've got to do it! More information at www.ConsumerFriend.org.uk, please get in touch through the website.
Welcome to the brand new Consumer Friend podcast. In this episode Louise, Sophie and Adam talk about why they started Consumer Friend. A new podcast will be released every two weeks talking about individual topics associated with consumer rights. More info at www.ConsumerFriend.org.uk