Consumers: Bereavement
The question
To ask the Secretary of State for Business and Trade, whether he has had any recent discussions with industry bodies representing (a) banks, (b) insurers, and (c) utility companies on improving bereavement processes for customers.
Answered by Kate Dearden
Internal policies relating to bereavement are a matter for individual businesses, but we expect companies to treat consumers with compassion in such circumstances, with many organisations having specialist bereavement advisors to support consumers during such times.
Under consumer legislation, businesses are required to carry out their services with reasonable care and skill, and within a reasonable time. Businesses in regulated sectors may have additional obligations, such as financial organisations which are bound by the Consumer Duty.
My department has not had any recent discussions with organisations about improving bereavement processes. However, we do engage with businesses more generally on consumer protection matters.
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