Consumer Support Outcome [PRIN 2A.5]
Rule: Firms must provide support that enables customers to realise the benefits of products and services and act in their interests.
Support Standards
| Standard | Requirement |
|---|
| Accessible | Easy to contact through appropriate channels |
| Responsive | Timely response to queries and requests |
| Helpful | Staff empowered to resolve issues |
| Friction-free | No unreasonable barriers to customer actions |
| Consistent | Same quality whether buying, using, or leaving |
Sludge Practices (Prohibited)
Firms must not create unreasonable barriers (“sludge”) that:
| Sludge Practice | Example |
|---|
| Difficult cancellation | Easy to sign up online, must call to cancel |
| Long wait times | Excessive hold times for support |
| Complex processes | Multiple steps for simple requests |
| Hidden contact details | Hard to find how to complain |
| Unhelpful staff | Not empowered to resolve issues |
| Disincentivised switching | Excessive exit fees or processes |
Channel Availability
| Customer Action | Support Standard |
|---|
| Purchasing | Multiple convenient channels |
| Queries | Easy access to help |
| Changes | Simple process to amend |
| Complaints | Clear, accessible process |
| Cancellation | At least as easy as purchasing |
| Switching | No unreasonable barriers |
Vulnerable Customer Support
Enhanced support requirements:
- Identify customers who may need additional support
- Provide appropriate adjustments
- Train staff to recognise vulnerability
- Monitor outcomes for vulnerable groups
- Document support provided
Complaints Handling
| Requirement | Standard |
|---|
| Accessibility | Easy to find and use |
| Acknowledgement | Prompt response |
| Investigation | Thorough and fair |
| Resolution | Appropriate remedy |
| Learning | Use complaints data to improve |
Citation
PRIN 2A.5 — Consumer support