Archive for the ‘Consumer matters’ Category


What’s happening to our post office network?

February 21st, 2017 by Roger Darlington

You may have noticed changes in the look or operation or even location of your local post office. Why is this happening? It’s because fewer people are using post offices than in the past and many of the transactions conducted generate low income for Post Office Limited, but customers value having a local post office […]

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How can the consumer voice be better heard in the regulation of essential services? – 15 videos with some answers

December 22nd, 2016 by Roger Darlington

I have previously blogged about a major conference at the BT Tower which I chaired on 2 November 2016. The event was organised by the Essential Services Access Network (ESAN), which I chair, and the theme was “How can the consumer voice be better heard in the regulation of essential services?” The various speakers discussed […]

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How should the consumer voice be heard in company policymaking?

December 7th, 2016 by Roger Darlington

In her campaign to become leader of the Conservative Party and in her time as Prime Minister, Theresa May has talked of consumers and workers being on company boards and there is currently a Government consultation on corporate governance that looks tentatively at this subject. The consumer organisation Citizens Advice invited me to do a […]

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Delighted to hand over my role at South East Water to Zoe McLeod

December 5th, 2016 by Roger Darlington

For the past five years, I’ve had a consumer champion role at South East Water. For three years, I chaired the Customer Challenge Group which worked with the company on its business plan for the Price Review period 2015-2020. For the next two years, I chaired the Customer Panel which monitored how the company performed […]

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Against the clock: why more time is not the answer for consumers

November 30th, 2016 by Roger Darlington

Citizens Advice has just published a report exploring how long it takes to follow a ‘good’ consumer decision-making process compared to what comes more naturally, and what impact this has on consumers. In “Against the clock: why more time is not the answer for consumers”, it is explained that: Following a ‘good’ decision-making process takes […]

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Four disruptions that will shake things up for energy consumers

November 29th, 2016 by Roger Darlington

Citizens Advice has just published an interesting new report on the future of energy markets and how these changes might impact on consumers. You can access the full report, “The Disrupted Decade”, here. Meanwhile this is a summary: It has been said that people often overestimate what can happen in 2 years and underestimate the […]

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How can the consumer voice be better heard in the regulation of essential services?

October 27th, 2016 by Roger Darlington

In a week’s time, in my capacity as Chair of the Essential Services Access Network (ESAN), I will be chairing a major conference to be held at the BT Tower. The title of the event is “How can the consumer voice be better heard in the regulation of essential services?” and we will be looking mainly […]

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Cost of consumer detriment is £30 billion a year

October 3rd, 2016 by Roger Darlington

Citizens Advice has recently published a consumer report entitled  ‘Consumer Detriment – counting the cost of consumer problems’. In summary, the researchers found that consumer problems cost UK consumers £22.9 billion in 2015 – on average £446 per UK adult. Consumers experienced 123 million problems and wasted 1.2 billion hours resolving these problems. More than half […]

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How can the consumer voice be better heard in the regulation of essential services?

September 20th, 2016 by Roger Darlington

The Essential Services Access Network (ESAN) – which I chair –  will hold an important one day conference on Wednesday 2 November 2016 focusing on the consumer voice in the regulation of essential services such as water, energy, communications, financial services and transport. The event will be held at the BT Tower in central London. […]

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Consumer empowerment in the digital economy

September 7th, 2016 by Roger Darlington

The German government has committed to using their presidency of the G20 in 2017 to address the issue of consumer empowerment in the digital economy. Consumers International, the international federation of consumer organisations, and its German Member organisation (VZBV) are leading partners in the initiative. One of the key activities that the German government is […]

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