Delivery Charges (Scotland)

John Lamont Excerpts

Wednesday 20th December 2017 Westminster Hall

[Douglas Ross]

I fully agree. I will come in a moment to the fact that the Advertising Standards Authority is looking into that specific issue, because I want now to talk about some of the research that has been done on this matter.

As hon. Members will know, Citizens Advice Scotland issued a report on delivery surcharges in Scotland, and I raised that report directly with my right hon. Friend the Prime Minister recently. It highlighted the fact that up to 1 million consumers in Scotland are affected by excess delivery surcharges; the incidence of refusal to deliver at all has increased; and in the areas of Scotland affected by this problem, people are asked to pay, on average, at least 30% more than people elsewhere on the British mainland, rising to more than 40% in places such as Inverness and the rural mainland highlands and 50% on some of the Scottish islands.

That was excellent research from Citizens Advice Scotland. I welcome the follow-up work that it has proposed, including the establishment of a parcel delivery forum, support for pilot projects to test innovations that may reduce the need for surcharging, clarification of the information available to consumers, and evaluation of current consumer protection in the parcels market to determine whether it needs to be improved.

The Advertising Standards Authority has also been involved, and I welcome the action that it has taken to enforce the ASA rule on advertising parcel delivery charges: the advertising must be clear and not mislead. That is the point that my hon. Friend the Member for Dumfries and Galloway (Mr Jack) was making. In its briefing for today’s debate, the ASA says:

“We consider that it is reasonable for consumers in Scotland to expect a definitive claim about ‘UK delivery’ to apply to them wherever they live, even if they are located in a remote village or island. So, if there are delivery restrictions or exclusions then these need to be made clear from the outset.”

I particularly welcome the view that information in an advert must complement the main headline claim, not contradict it. For example, one advert said

“Free delivery on all orders”.

However, there was a link to another page on the website that had additional information. It said that anything north of Glasgow or Edinburgh would incur a surcharge of £20 to £50, depending on the products and the postcode. In the ASA’s words,

“This information contradicted the main claims, rather than clarifying them, so we upheld the complaint on grounds of misleadingness and qualification.”

We need more of that type of action. If companies get the message that they will not get away with that type of behaviour, we can start to right this wrong.

[John Lamont (Berwickshire, Roxburgh and Selkirk) (Con)]

I congratulate my hon. Friend on securing the debate. He has been at the forefront of this campaign, standing up for his constituents and, indeed, all residents of the highlands and the northern part of Scotland who have been affected by this practice. Is he aware of the additional problem that affects cross-border communities in my constituency? Postcodes on the Scottish side do not get deliveries from courier companies based in England, and Scottish courier companies do not often deliver to postcodes south of the border, because of the cross-border nature of some postcodes. I wonder whether that is also an issue for some parts of the highlands.

[Douglas Ross]

My hon. Friend raises a very important point; I would expect him to highlight this crucial issue for the borders, as he has done so ably. I think it is something we have to address as we progress this campaign.

The final piece of research that I want to mention is by Ofcom, which has now completed a two-year study of this issue. I welcome the confirmation that I recently received from the Minister that she will work with the Consumer Protection Partnership to establish a review of the evidence collected by Ofcom so far on excessive delivery charges and see what can be done to protect Scottish consumers from excessive charging. I would welcome further comments from the Minister on that point in her response today.

For me, the most important part of today’s debate is sharing just some of the examples that I have received from constituents and others through Parliament’s digital engagement team since I secured the debate. Their testimonies speak far better than anything that we politicians can put forward.

For example, Lynn from Moray was going to order a product from Groupon, but was disgusted to discover that the shipping does not cover her IV36 postcode, with the company saying that it delivers only to mainland UK. On its site, it had a map showing in red the areas to which it would not deliver. However, that red covered hundreds of square miles and included two cities—Aberdeen and Inverness—all of which are most definitely on the UK mainland. When the delivery company said that it would not deliver because it would have to take a ferry to reach Lynn’s address, she made the very valid point that it would not have to do so and, crucially, someone could continue to drive for another three hours north, east or west and still not require a ferry. We are definitely part, and an integral part, of mainland UK.

Lynn finished her correspondence to the company by saying:

“This is a blatant, lazy, cost saving exercise on the part of whichever delivery company this producer is using and is factually incorrect. This is disgusting and insulting.”

I absolutely agree with Lynn.