On 19 December 2018, the Competition and Markets Authority (CMA) announced the publication of its response to the super-complaint it received from Citizens Advice on 28 September 2018 which raised concerns that not enough has been done to tackle the loyalty penalty being paid by longstanding customers in five markets: mobile, broadband, cash savings, home insurance and mortgages. The CMA has also published an executive summary of its response, plus annexes and a glossary.

The CMA has set out a package of reforms, both across markets and specifically in relation to the five markets identified by Citizens Advice. It has also launched investigations in the anti-virus software market, as a first step in a wider programme of enforcement in this area.

The CMA will provide an update on its progress to the Consumer Forum in six months and an update will also be published on the CMA website.