Any issues related with selling and marketing activities carried out by the supplier or directly outsourced via a supplier’s B7 - subcontractor Examples: Mis-selling: face to face Mis-selling: telephone Mis-selling: – – online Contract renewal Mis-information – – – – & Inappropriate sales agent behaviour Marketing activity Sale – – related request not actioned Sales attempt during meter – installation - Too few tariffs available -Too many tariffs available – Customer told they install a smart meter Inaccurate “must” – information/sale practices related with installation of smart credit meters and smart PPM
B7 - & Any issues related with selling and marketing activities carried out by the supplier or directly outsourced via a supplier’s subcontractor Examples: Mis-selling: face to face – Mis-selling: telephone – Mis-selling: online – – Contract renewal – Mis-information – Inappropriate sales agent behaviour – Marketing activity – Sale related request not actioned – Sales attempt during meter installation - Too few tariffs available -Too many tariffs available – Customer told they “must” install a smart meter – Inaccurate information/sale practices related with installation of smart credit meters and smart PPM
complaints_guidance_jan_2018_for_publication.docx