This is an recommended read from the UK’s National Audit Office. It suggests that regulators and government need to work together better to ensure that vulnerable consumers get the support they need.
Source: Vulnerable consumers in regulated industries – National Audit Office (NAO)
For me the scope of this article is understated. For example, what about regulation of the UK airports?
I have recently returned from the US and witnessed far higher levels of service and quality in US airports both on domestic and international flights. Take security as an example, in the US, technology permits scanning of hand-baggage without taking out laptops and toiletries. Why? Well there’s less inertia in the US and consumers are more assertive.
Also US airports are clean, functional and retail outlets offer both quality and value. Generally, customer facing staff are courteous and smiling. So why are things so different in the UK?
I question whether UK regulators are too close to commercial players, at the expense of both consumers and employees?