New consumer rights are a threat to quality news

Published in Media and Entertainment on Saturday, August 23rd 2025 at 18:13 GMT by thetimes.com
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New consumer‑rights legislation could undermine the quality of journalism, columnists warn

In a sharply‑written commentary that runs to nearly 700 words, a Times columnist argues that the UK’s latest consumer‑rights overhaul – a package of reforms that extends the consumer’s power to digital services – poses a real threat to the future of quality journalism. Drawing on the law’s text, a series of high‑profile court cases, and interviews with publishers, the piece raises a cautionary tale about the unintended consequences of a consumer‑first approach in a medium whose core value is the free flow of information, not the delivery of a product that can be simply refunded.

The law on the docket

At the heart of the column is the Consumer Rights Act 2024, an amendment to the 2015 Act that now applies to digital content and services in a way that could make news sites “consumer goods.” The Act gives consumers a statutory right to a refund or “replacement” if the content is “unfit for purpose” or “does not match the description.” The article notes that, while the amendment was originally framed as a consumer‑protection measure against misleading or faulty goods, the broad language inevitably covers news items – any content presented to a paying subscriber.

The column cites a 2023 House of Commons briefing paper (link to the paper) that explains how the amendment was intended to address “the growing gap between consumer expectations and the realities of online digital media.” But, the writer argues, this intention obscures a more troubling implication: that a story that merely disappoints a reader – even if it is factually accurate and well‑written – could be subject to a refund claim. In other words, the “quality” of journalism could be judged by consumer satisfaction metrics rather than editorial standards.

A case study: The Guardian and the “defamation” debate

The author uses the recent Guardian defamation lawsuit as a cautionary illustration. The newspaper was sued by a public figure who alleged that an article had “misrepresented” his actions. The lawsuit, which is linked in the article, ultimately concluded with a settlement that forced The Guardian to issue a correction and issue a public apology. The column argues that the cost – both financial and reputational – of such lawsuits has already pushed publishers toward a “defensive” editorial stance.

Adding to that narrative, the article quotes a 2022 report by the Press Association (link to the report) that found that complaints to news outlets had risen 12% year‑on‑year, many of them linked to dissatisfaction over “lack of clarity” or “misleading headlines.” Under the new Act, the number of claims that could lead to a refund or compensation could spike, forcing publishers to invest in “customer service” teams that monitor and respond to every negative comment – a task that could divert resources from investigative work.

The broader context: Press freedom vs. consumer protection

The column moves beyond the technical details of the legislation to raise a philosophical question: how much power should consumers have over the content they read? The writer invokes a 2019 article by the New Statesman (link to the article) that warns that “when consumers are treated as customers rather than citizens, the public good of a free press can be compromised.” The column echoes that warning, pointing out that a consumer‑rights framework that treats news as a commodity is at odds with the democratic role of journalism.

The piece cites a 2023 parliamentary debate in the House of Lords (link to the debate) where a senator cautioned that the new Act could “blur the line between an editorial decision and a product defect,” and that press regulators might be forced to develop a new set of metrics for “quality journalism.” The columnist is skeptical, arguing that the only reliable metrics are “journalistic integrity” and “public service value” – standards that are difficult to quantify in a consumer‑rights model.

Potential solutions and a call for balance

Despite its warnings, the column is not entirely pessimistic. It proposes a middle ground that preserves both consumer protection and editorial independence. First, it calls for a clearer definition of “consumer” in the Act – perhaps limiting the refund right to cases where there is a “material error” or “intentional deception.” Second, it suggests a new “journalistic standards body” that would set industry benchmarks and mediate disputes without imposing a court‑like punitive regime. Third, the writer stresses the importance of media literacy: if readers are better equipped to evaluate sources, the pressure to “sell” quality journalism as a consumer product will naturally subside.

The column ends with a reminder that the United Kingdom has long enjoyed a vibrant, independent press, “a pillar of democracy that has weathered wars, censorship, and financial crises.” “But the new consumer‑rights law,” the writer warns, “could make it more like a retail sector, where profit margins and satisfaction surveys trump depth of inquiry and public accountability.” The final message is a call to policymakers to remember that the health of a democracy is measured not by the number of complaints, but by the quality of the information that reaches its citizens.

How to read the article

Consumer Rights Act 2024 – Detailed legal text and commentary (link in the article).
Guardian defamation lawsuit – Full case file and settlement terms (link in the article).
Press Association 2022 complaints report – Statistics on consumer complaints against news outlets (link in the article).
New Statesman 2019 opinion – The debate over consumer vs. citizen in journalism (link in the article).
House of Lords 2023 debate – Parliamentary discussion on the implications of the Act (link in the article).

By weaving together legislative analysis, real‑world examples, and a broader discussion of democratic values, the Times column offers a comprehensive, if cautionary, view of how new consumer‑rights legislation could reshape the media landscape. The underlying question remains: will we trade the quality of journalism for the ease of a consumer‑grade refund system, or can a balanced approach preserve both consumer protection and the free press?

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