Shropshire Star

Shropshire Star comment: Difficult to judge what is fair deal

We serve you. At your service. Working for our customers. Blah, blah, blah.

Published

They have all the patter, but when you look in your wallet, you find they have been dipping in first. Then you realise all those smooth words crafted by corporate in-house spin doctors are just the soothing background music which aims to lull customers into the belief they are being treated fairly.

There can be little less fair than the big concerns bashing customers with charges and fees which are not just objectionable but have no justification.

However, that is what has been happening with some customers of British Gas. The regulator Ofgem has found it incorrectly charged 94,211 customers its more expensive standard variable rate tariff after they decided to switch to a new supplier. The upshot of this systems error was that customers were overcharged by £782,450.

Ofgem also says British Gas gave incorrect information about exit fees, and also incorrectly charged exit fees.

Out of the choices of a foul-up or conspiracy, the evidence is pointing towards the former, but it is an example of the way companies can treat customers leaving those customers feeling helpless and vulnerable.

Happily, in this case, Ofgem has done its job and compensation is on the way. However, the underlying problem is a complex system which puts consumers at a disadvantage as it makes it difficult for them to make sense of what constitutes value for money, and difficult to make comparisons with competitors.

If the savvy consumer has to work hard to avoid befuddlement, imagine what it must be like for those folk, who may in many cases be older people, who just want to be able to trust that they are being offered a fair deal.

After all, they are loyal customers who pay their bills on time and create no trouble. Surely nobody would take advantage of them?

Alas, it is the loyal customers, the ones who are not inclined to check that they are being short-changed, who are the most vulnerable.

There are similar issues with train fares. Competition opens up opportunities for people to save money, but all too often those opportunities are being closed off by making things a puzzle that consumers have to solve.