Compensation for consumers when things go wrong

In this report, we set out seven criteria that make a consumer problem a candidate for fixed compensation, and highlight where we see gaps in the current compensation regimes (as of June 2016).

We also recommend a framework for what regulators, government, or ombudsmen should bear in mind when they are setting levels of fixed or discretionary compensation. Finally, we make the case for fixed compensation to be provided automatically, i.e. without the consumer needing to claim.

We have used the thinking in this report to influence Ofcom's proposals to bring in fixed compensation for telecoms customers, to make the case for improved compensation rights in rail, and to press airlines to provide automatic compensation for flight delays.