60 seconds with…. Brian Yates, awarded MBE for services to consumer protection

Last time we caught up with Brian Yates he was a member of the Law Society of Scotland’s Appeals & Reviews and Rights of Audience Committees, both of which are subcommittees to the Regulatory Committee. 

Now, just over four years on, Brian is still working on behalf of the profession and in the public interest, as a lay member of the Consumer Law Committee and Rules, Waivers and Guidance Committee. And what’s more, Brian’s work has earned his inclusion in this year’s King’s Birthday Honours List and an Award of the Member of the Order of the British Empire.

Congratulations on your MBE! You must be thrilled?

Yes, indeed. It is forty years since I started campaigning at Consumers’  Association, going on to become its Chair for thirteen years. CA/Which? is relevant as never before.

It’s pleasing to have national recognition now for all those years of work.

Your award was for services to consumer protection. Can you explain why you feel so strongly about Consumer Protections?

We are all consumers. No matter your job, income, or background—you buy things and services. So, protecting consumers means protecting yourself and your family. No one should be misled, or denied basic rights, just because they’re buying goods or services. Businesses thrive in an honest marketplace. Everyone deserves free choice from information, safe products, and the ability to seek help when things go wrong.

Do you think that the UK Government’s proposed reforms to the Consumer Credit Act 1974 will help to improve consumer protection in both the UK and in Scotland?

The proposed reforms have a laudable aim to strengthen consumer protection by making credit laws easier to understand, applicable to digital products [buy now pay later], and more empowering for consumers seeking redress.

It seeks to simplify consumer information and be less legalistic in mandated formats of documents. It hopes to replace overly technical legal language with clearer, more user-friendly explanations. An approach that other legal professionals and bodies in Scotland might benefit from.

As in the Scottish legal services Bill there are proposals to improve enforcement and redress mechanisms—potentially providing easier routes to resolve disputes. Under the current Act, consumer redress processes are legalistic and often require going to court, which many consumers can't understand.

Finally credit firms will be required to proactively ensure that they are delivering good outcomes for consumers, not just following the letter of the law.

What improvements do you think the Regulation of Legal Services Bill will deliver for the consumer?

Number one for me is an easier complaints and redress process. More of an ombudsman style rather than potential appeals to courts that means fewer hurdles to justice both for clients and for legal professionals. Perhaps more emphasis will be placed on settling the disputes rather than seeking cash compensation.  

Greater flexibility regarding alternative structures should mean a widening of access to justice by expanding choice and competition in the High Street. Trials of tech‑driven service delivery models could reduce costs and further enhance access.

Finally, a personal view. Is consumer confidence really enhanced by having an organisation to both represent lawyers and to regulate them? Which? surveys indicated that few customers are convinced that a body with both functions could deal with complaints about lawyers fairly. This is why the viewpoints of lay members in the regulatory structure are essential to ensuring the public interest is always accounted for. The new Bill will also mean that the Regulatory Committee will have more independence which can only be a good thing for the consumer.

With an MBE under your belt, what are your next personal and professional challenges?

I will keep batting away for consumers in a constructive way.  CA/Which?, back when founded in 1957, had a declared aim to help UK suppliers improve shoddy products and not be devils prowling around like a roaring lion, seeking someone to devour. 

You can find out more about Brian and his career in our interview from 2021.