Consumer Action Monitor

This page includes information about our annual Consumer Action Monitor (CAM) - the most comprehensive multi-sector survey of its kind in the UK. The CAM report gives an insight into consumer attitudes on the goods and services they buy and use.

Consumer Action Monitor 2017


Complaints made by UK consumers reached 55 million in 2016 – up by three million from last year – with over a quarter now more likely to complain about an issue than they were 12 months ago. However, over 75 million issues were ignored, because many perceive the complaining process to be too much hassle, and don’t trust businesses to look after their interests.

While many businesses are committed to putting the consumer at the heart of what they do, one in five consumers still don’t believe that companies are listening to them, and many feel resigned to poor service.

Download the full Consumer Action Monitor 2017.

The £37 billion cost of poor service

  • More than a quarter (28%) of consumers spent less or left a brand altogether as a result of bad service
  • Number of complaints increased to 55 million in 2016 - up by three million from 2015
  • Continued poor service by brands leaves customers disillusioned

Consumer action monitor reports