Response
BCFI responds to consultation on consumer redress
The Forum welcomes the focus on accessible redress and sets out the principles it believes should guide any reform.
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The British Consumer & Business Forum welcomes attention to how consumers obtain redress when things go wrong. Our response sets out three principles: that routes to redress should be simple to understand, proportionate for businesses of all sizes, and informed by evidence of how consumers actually behave.
- Simplicity: consumers should be able to identify quickly where to turn.
- Proportionality: requirements should reflect the scale and nature of the business.
- Evidence: reform should be grounded in research on consumer experience.
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