Question to the Department for Business, Energy and Industrial Strategy:

To ask the Secretary of State for Business, Energy and Industrial Strategy, if his Department will make an assessment of the potential merits of establishing legal protections for consumers facing excessive call hold times when contacting businesses' customer services.

High quality customer service makes commercial sense and the Government expects all businesses to treat consumers fairly. However, the Government does not seek to intervene in the detail of how businesses conduct their activities, which are essentially commercial matters. For free advice on consumer rights and how to make complaints, consumers may contact the Citizens Advice consumer service on 0808 223 1133 (https://www.citizensadvice.org.uk/) or Advice Direct Scotland on 0808 164 6000 (www.consumeradvice.scot) for consumers living in Scotland.