Clause 43
Consumers, Estate Agents and Redress Bill
10:30 am
Mark Prisk (Shadow Minister (Small Businesses and Enterprise), Trade & Industry; Hertford and Stortford, Conservative)
Thank you, Mr. Weir. I, too, welcome you to the Chair for today’s deliberations.
Amendments Nos. 33, 34 and 30, which are in my name and that of my hon. and right hon. Friends, are probing amendments. I have to say, on this occasion, I am encouraged that that probing has generated that positive reaction from the Minister. We welcome the Government’s recognition of our view, which has been discussed here and in another place, of the need for effective complaint handling standards. I believe that that is essential for good business service, as he alluded to, and for meaningful reform of consumer redress.
Interestingly, the Government’s regulatory impact assessment relating to the amendments echoes that point. It argues that requiring companies in the energy and postal services sectors to adhere to complaints handling standards will ensure that more customer complaints are dealt with first hand by the regulated provider to the satisfaction of the consumer. So we are at one on the principle, which is very encouraging.
Our amendments seek to ensure that regulators put in place effective standards through the simple device of prescribing “shall” rather than “may”. However, I recognise entirely that, in content and on the nature of the powers provided, the Government’s amendments are more comprehensive, flexible and, indeed, more sophisticated. Again, the regulatory impact assessment recognises that we are dealing with standards and not procedures, which is important. I know that a number of players in the field are concerned about a prescriptive approach to procedures, so that is understandable. However, that is not what we are debating. The Government propose to establish standards. How each company responds to that will be up to them. Good companies with good procedures in place have nothing to fear from the amendments. On that basis, I am pleased that the Government have recognised the strength of the argument that we put both here and in another place, and I will be more than happy to support the Government amendments. I will not, therefore, press amendments Nos. 33, 34 and 30 or, in due course, amendment No. 36 to a vote.