Consumers: Vulnerable Consumers

Baroness Butler-Sloss Excerpts

Tuesday 29th October 2013 Lords Chamber

[Viscount Younger of Leckie]

I have noted the noble Lord’s point. For the most vulnerable people the most important thing is that the right advice being available for their particular circumstances. For example, Citizens Advice and the Money Advice Service are there. Paper bills might not always be the best choice but, I say again, I recognise that some people will always require bills sent through the post.

[Baroness Butler-Sloss (CB)]

My Lords, with an ageing population where a very large part is getting much older, including me—I actually use a computer but do not always want to use it—the Minister is underestimating the importance of people not necessarily wanting to use the computer and the far too many, perhaps, who actually cannot. There is no point offering courses if they are really not up to it. The Government should listen to this.

[Viscount Younger of Leckie]

I reassure the noble and learned Baroness that I am very much in listening mode and say again that some people will always genuinely want to receive bills and statements through the post. Companies certainly recognise that. The issue is that if that is the case and there is to be any change to contracts, I need to give them a decent amount of time under the legal protection to do that.