Consumer service The Citizens Advice consumer service provides practical and impartial advice on how to resolve consumer problems. It can tell clients which laws and regulations apply to their situations and pass information about complaints on to Trading Standards. In 2020 to 2021, we supported people through 890,000 contacts, including 115,000 for energy issues. This represents a 16% increase in contacts in comparison to 2019 to 2020 and a 156% increase in webform and email contacts answered. A total of 81% of our clients and 93% of our service partners were satisfied or very satisfied with the service. All of this was achieved while shifting our service delivery to a remote working model. How our advice helped Lukas Lukas called our consumer service on behalf of their parents after a doorstep visit from a trader selling energy-efficient heating. The visit lasted 6 and a half hours, with Lukas’ parents being pressured into installing an unsuitable system at a cost of £10,000. We helped Lukas with advice on cancellation rights and cancelling the contract and referred the case to Trading Standards. Trading Standards engaged the trader directly, securing their parents a full refund and investigating the trader‘s practices. * *Names and certain details have been changed or omitted to preserve client anonymity. 29 How we’re helping people