Mr Mark Doyle
From: Henaa Malik
Enquiries and Complaints
By Email: request-528525-
Direct line: 020 3738 6093
Our ref: IAT-FOIA-510
21 November 2018
Dear Mr Doyle,
Request for information under the Freedom of Information Act 2000 (‘the FoIA’)
Thank you for your email of 25 October 2018 in which you said:
‘Dear Competition and Markets Authority,
The CMA receives regular reports and complaints from the public in relation to market
abuse by companies.
In the past year how many reports complaints have been received by the CMA.
What sectors do they relate (eg Property (sales lettings short/holiday lets) , Local
Government Contractors, Motor Trade, Retail, Computing (Including manufacture,
software, social media and Internet Services), Aerospace, Manufacturing, etc) (Please
supply for each sector
Of each relevant sector, how many companies and how reports/complaints were
passed directly to Trading Standards through internal mechanisms under Civil Service
This is being treated as a request for information under the FoIA.
Under the FoIA you have a right, subject to certain exemptions, to any properly
requested information held in recorded form by the CMA.
Victoria House Southampton Row London WC1B 4AD • Telephone 020 3738 6000 • Facsimile 020 3738 6067
www.gov.uk/cma • firstname.lastname@example.org • Twitter @CMAgovUK
The CMA does hold some information that falls within the scope of your request. This
is provided in Annex A to this letter.
Please note that the CMA does not collate information in the exact form requested.
The table in Annex A lists the closest matching market categories to those in your
request, as recorded by the CMA.
The information that you have requested as to complaints passed to Trading
Standards is not held by the CMA. Information in the form requested has not been
generated by, or provided to, the CMA.
To clarify, the CMA’s role with regard to the enforcement of consumer law and its
consumer protection powers is to support competition and choice and to effect market-
wide change where any issues are identified that may hinder a market from functioning
well. The CMA prioritises enforcement projects where there are systemic market
issues and the CMA’s work can expect to achieve a wider impact across the market,
for example by setting a precedent or having a deterrent effect.
Following the government’s consumer reforms of 2013-14 consumer enforcement at
national, regional and local level is led by the Trading Standards Services (TSS).
When the CMA identifies an issue which may have an impact on consumers across a
significant part of the UK, and where coordinated enforcement action is most likely to
be needed to tackle it, the CMA can raise an issue for discussion at the national level
with the TSS.
Citizens Advice is the primary provider of consumer advice through its consumer
helpline and has a system for referring complaints or enquiries to individual TSS. The
CMA does not pass complaints or enquiries to Citizens Advice for onward referral to
TSS but consumers who contact the CMA direct will often be advised to call the
consumer helpline. The CMA may also discuss enforcement issues with individual
TSS as appropriate when they are best placed to consider possible action.
Your right to use the information
The provision of information under the FoIA does not confer an unrestricted right to re-
use that information. Copyright law, in particular, may be applicable.
Under UK copyright law you can use any information supplied for the purposes of
private study and non-commercial research without requiring permission. Similarly,
information supplied can also be re-used for the purposes of news reporting.
For other forms of re-use, for example publishing the information, you would need the
permission of the organisation or person who owns the copyright. In the case of
information produced by government departments and agencies you can re-use the
information under the Open Government Licence. For information about this please
If you do not accept the outcome of your request for information, you may seek an
Internal Review of the CMA’s decision by writing to:
The Internal Review Co-ordinator
Information Access Team
Competition & Markets Authority
37 Southampton Row
You may alternatively send an e-mail to email@example.com.
If you do
not seek an Internal Review within 40 calendar days of the date of the CMA’s response
to you the CMA will consider that you are happy with the CMA’s response and will not
be obliged to offer a review of your request outside this timeframe.
The CMA will deal with your request for a Review within 20 working days of receipt or,
if this is not possible, advise you of a date by which the CMA expects to have
completed the Review.
You are also entitled to complain to the Information Commissioner, but the
Commissioner may ask you to complete the CMA’s Internal Review process before
taking on your complaint.
You can contact the Information Commissioner at www.ico.org.uk/global/contact-us,
by email at firstname.lastname@example.org
and by post at:
The Information Commissioner
FOI/EIR Complaints Resolution
Information Commissioner’s Office
Henaa Malik Enquiries and Complaints Manager
Total Number of Complaints per Market Sector received by the CMA in the past
12 months (November 2017 – October 2018)
by the CMA
Apparel and Textiles
Finance, Banking and insurance
Food and Drink
Industrial, Manufacturing and Agriculture
Life Events Industry - Weddings and Funerals
Media and Advertising
Medicine, Pharmaceuticals, Healthcare and Beauty
Onlines Sales Platforms and Digital Markets
Pets and Vets
Professional Services and Professional Bodies
Property and Housing
Sports, Leisure, Gaming, Hobbies and Recreation
Supermarkets and Grocery
Transport and Courier
Travel and Holidays