CAM 2020 is almost ready for launch

Ombudsman Services | Last updated Jan 27, 2021

Between March and September 2020, we tracked the impact of the Covid-19 pandemic on consumers to better understand how it affected their attitudes and behaviours to complaining.

We surveyed more than 11,000 consumers in total, across three rounds of independent research. Our findings will be showcased in the 2020 Consumer Action Monitor (CAM) report, which will be launched soon.

CAM 2020 delves into a whole host of consumer issues, including:

Active complaints

Faced with the unprecedented challenges of the Covid-19 pandemic, were consumers compelled to make more complaints to their energy and communication providers, or did complaining become less of a priority in 2020?


How did the public health and economic crisis impact the most vulnerable in society? Were the challenges faced by vulnerable consumers exacerbated by the pandemic and, if so, how did they respond?

The green agenda

Did the green agenda diminish in importance for the average consumer? Or did the events of 2020 cause consumers to take more notice of environmental issues and providers’ environmental credentials?

Trust and loyalty

How did Covid-19 affect the relationship between consumers and their energy and communication providers? Did consumers and providers share a mutual understanding of the challenges faced and act with more empathy – or did the pandemic result in the corrosion of consumer trust and loyalty?

Complaint timescales

What are the perceived timescales associated with independent dispute resolution in the mind of the British consumer? Are Ombudsman Services, energy and communications providers and regulators doing enough to educate consumers about the timescales involved with access to redress, or is there more work to be done?

CAM 2020 will be launched in the next few weeks, so keep your eyes peeled…