On 4 July 2018, the Legal Ombudsman (LeO) responded to a Green Paper issued by the Department for Business, Energy and Industrial Strategy (BEIS) on ‘modernising consumer markets’. In this BEIS sets out three principles for responding to the challenges and opportunities of modern consumer markets:
- competition should be central to the approach
- consumers should benefit from new technology and new business models
- consumers should be able to get redress when things go wrong
As a organisation that provides consumers with redress, LeO has chosen to respond to findings around the third challenge. The paper focuses on the willingness of those who experience a problem to engage with a complaints process, and their satisfaction with that process.
In our response, we share our views on consumer awareness of Alternative Dispute Resolution (ADR) services, measuring the quality of our service, and the EU ADR Directive, as well as more general comments from our operational experience.
A copy of our full response can be viewed here.