Citizens Advice Scotland commissioned Changeworks to identify what constitutes a robust framework for consumer protection in Scotland’s domestic energy efficiency and renewable retrofit market. Changeworks conducted a review of the current consumer protection landscape, including a literature review, stakeholder interviews and a workshop to map current consumer protection provisions and policies and identify any potential gaps. This final report includes recommendations outlining what changes are required to ensure there is a robust ‘consumer protection framework’ in place under Energy Efficient Scotland. The framework would protect against mis-selling, fraud, poor quality products and ensure that services act in a way that is joined up and fit for purpose.

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