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Citizens Advice responds to CMA's consultation on draft consumer law advice for care homes

31 May 2018

Gillian Guy, Chief Executive of Citizens Advice, said:

“Making a decision about a care home can be overwhelming, particularly as hidden fees and unclear contracts are all too common.

“Care homes often increase fees at short notice, leaving people stuck in care they may not be able to afford. This is clearly unfair and could breach consumer law.

“The CMA’s guidance should set clear expectations for both care home providers and consumers. Consumers need honest and upfront information so they can make an informed choice when choosing a care provider.

“If care homes continue to treat consumers unfairly, further action needs to be considered.”


Notes to editors

  1. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To get advice online or find your local Citizens Advice in England and Wales, visit
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  5. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.
UAT (Release)