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Complaints

Volume 470: debated on Thursday 24 January 2008

To ask the Secretary of State for Business, Enterprise and Regulatory Reform what procedures his Department has in place to assess the performance of designated representative bodies under the Enterprise Act 2002. (181202)

In order to become a designated super-complainant, bodies must meet a number of stringent criteria. Designations are reviewed every two years to ensure continued compliance. There are also procedures in place for withdrawal of designation if a body no longer meets the criteria or if they are believed to be abusing the super-complaints process (e.g. for competitive advantage or commercial gain). Any super-complainant must also comply with the Office of Fair Trading’s ‘Guidance for designated consumer bodies’.

To ask the Secretary of State for Business, Enterprise and Regulatory Reform what best practice guidance his Department has issued to representative bodies designated under the Enterprise Act 2002 on communication with consumers who have sought advice on obtaining redress under the Act. (181203)

In the case of super-complaints, the Secretary of State has responsibility for the designation of super-complaints bodies. Best practice guidance on the making of super-complaints is the responsibility of the Office of Fair Trading.

In the case of consumer group claims, the Secretary of State is responsible for the designation of specified bodies. Guidance on bringing consumer group claims is the responsibility of the Competition Appeal Tribunal.