Better service

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You rightly highlight the growing problem of high-pressure selling of solar panels to consumers, particularly the elderly and vulnerable (“OFT warns on solar panel firms”, 10 January).

Unfortunately, this problem 
is not just restricted to the 
energy sector: from stairlifts to worthless financial investments, many consumers continue to 
be bullied through the deployment of unethical practices from companies more interested in money than providing a quality service. What’s more important is a fair and transparent approach to the delivery of services to customers and particularly the vulnerable across all industries.

Recent moves by some energy companies to simplify the energy billing process should be applauded; however, British businesses have an obligation to be transparent and inclusive, ensuring any vulnerable groups are not taken advantage of.

At the British Standards Institution, we are working to address this through a number of standards, such as inclusive service provision or network services billing, to help guide businesses on how to treat customers fairly and deliver services that are 
flexible and meet the needs of all customers.

Howard Kerr

Chief executive, BSI