MPs line up to back our campaign to fine firms who won’t answer calls

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Politicians are queuing up to assist money Mail’s Pick Up or Pay Up campaign after we urged readers to write to their MPs.

We are calling for client safety legal guidelines to be up to date in order that large companies can be fined if they don’t answer their telephones inside ten minutes.

Since we launched our campaign final month, we now have been inundated with 1000’s of letters from readers backing our initiative and sharing their tales.

Since we launched our Pick Up or Pay Up campaign final month we now have been inundated with  letters from readers sharing their very own horror tales of being left on maintain

We urged you to contact your MPs so we might rally assist to have it mentioned in Parliament.

Conservative MP Robert Halfon has been main the cost and utilized for a backbench debate final week. He wants 25 MPs to signal his movement — and has 16 up to now.

Today, we’re renewing our name for readers to write to their MPs.

To collect additional assist, we did an audit of the letters we obtained. We then contacted the MPs whose constituencies got here up most continuously and requested them to assist the campaign.

Among them was Dame Caroline Dinenage, Conservative MP for Gosport, Hampshire, who had already signed Mr Halfon’s software for the backbench debate.

She says: ‘Too usually shoppers are caught on the sharp finish of extortionate ready occasions when on the line to companies. I absolutely assist money Mail’s campaign to finish this unhealthy observe.’

Last night time, extra MPs indicated they’d assist the movement for a debate after money Mail contacted their workplaces.

Simon Jupp, MP for East Devon, agrees, saying: ‘Consumers care about customer support, even when many large companies do not. ‘It’s about time these firms sorted out their insufficient response occasions.’

Damian Green, MP for Ashford, Kent, provides: ‘Firms have a duty to be obtainable to their clients, simply as authorities departments ought to decide up the telephone to callers.’

We are calling for consumer protection laws to be updated so big businesses will be fined if they do not answer their phones within ten minutes

We are calling for client safety legal guidelines to be up to date so large companies can be fined if they don’t answer their telephones inside ten minutes

Sir Mike Penning, MP for Hemel Hempstead, says: ‘Answering calls in a fast time is a primary service clients are paying for. It must be a part of a authorized requirement for utility firms.’

We additionally contacted MPs Navendu Mishra, Labour, Stockport; Angela Richardson, Conservative, Guildford; and Helen Whately, Conservative, Faversham and Mid Kent, however didn’t obtain a reply.

Earlier this month, an analogous client regulation was authorised in Spain. It will imply that Spanish firms will face fines of up to £85,000 if they don’t answer their telephones in three minutes. 

The rule will apply to firms that make greater than €50 million (£43 million) a yr and have 250 workers or extra.

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Draft letter to ship to your MP 


My identify is……….

and I’m a constituent of……….

I’m writing to you in the present day as a result of I’m involved

about dwindling customer support requirements.

I’m supporting money Mail’s campaign to replace

client safety legal guidelines to give regulators the

energy to fine firms that preserve clients on maintain for

greater than ten minutes.

I’m calling on you to elevate this matter within the House

of Commons on behalf of your constituents.

In your response are you able to define how you propose to

handle this concern on my behalf.

Please preserve me knowledgeable of any progress made.

Yours faithfully,


And for money Mail readers, a regulation akin to this within the UK can not come quickly sufficient.

One advised us she had spent eight hours over three days attempting to communicate to any individual at British Airways’ Executive Club, to no avail. 

British Airwars says its present common wait time is 12 minutes, including that it’s ‘doing every thing we will to assist serve our clients shortly’. 

Another 82-year-old reader advised us she had tried to contact Shell on three events, ready for greater than an hour on one attempt.

A 3rd reader wrote: ‘I’m 80 and would not have a smartphone. I’m pissed off about making calls to suppliers the place an automatic voice asks me questions which I can not answer with my telephone.’

Our proposal is straightforward: we would like to replace the Consumer Rights Act 2015 with a statutory instrument — a type of secondary laws which might make adjustments to an current Act of Parliament.

Under our plan, this statutory instrument would give regulators akin to Ofgem and Ofcom the facility to fine firms who don’t answer the telephone in ten minutes.

It could be up to them to monitor compliance and resolve how the fine is calculated.

Ofcom, which regulates telecoms suppliers, says its most penalties differ and it’s usually the upper of a hard and fast sum or a proportion of the business‘s turnover.

The Financial Conduct Authority can hand out limitless fines to firms below its remit, like banks.

Our proposal is feasible as comparable updates have been made to the Consumer Rights Act already. 

For instance, the Supplier Guaranteed Standards of Performance for Switching launched an automated compensation cost of £30 for purchasers who skilled delays or errors after they switched vitality provider.

[email protected]

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The MPS calling for change… so what’s yours ready for? 

  • Peter Aldous                        Waveney
  • Lee Anderson                      Ashfield, Nottinghamshire
  • Anthony Browne                South Cambridgeshire
  • Daisy Cooper                        St Albans
  • Dame Caroline                     Dinenage Gosport
  • Margaret Ferrier                  Rutherglen and Hamilton
  • Yvonne Fovargue                Makerfield
  • Sir Roger                                  GaleNorth Thanet
  • Kevin Hollinrake                   Thirsk and Malton
  • Robert Largan                        High Peak
  • Chris Loder                              West Dorset
  • Ian Paisley                                 North Antrim
  • Liz Saville-Roberts               Dwyfor Meirionnydd
  • Jim Shannon                            Strangford, Northern Ireland

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