SNP Annual Conference Fringe Event 2024

Protecting Consumers & Businesses: Building trust and Confidence in Regulated Markets

On Saturday 31^st August, Trust Alliance Group hosted a Fringe Event at the SNP Annual Conference in Edinburgh to discuss building trust and confidence in regulated markets.

Chaired by Louise Wilson, Political Editor for Holyrood Magazine, our Policy and Public Affairs Manager Craig Wilson was joined by Susan Murray, Director at David Hume Institute; Ivan McKee MSP, Minister for Public Finance; and Graham Leadbitter MP to explore how the SNP can put consumers at the heart of ambitions to strengthen regulation, protect consumers, improve how markets function, drive up standards and boost innovation.

Representing the Energy Ombudsman, Communications Ombudsman and POPLA, Craig highlighted the very real risk of consumers losing trust in the market because of poor customer service and incorrect billing. Through services provided by the Ombudsman we aim to build, maintain and restore trust between businesses and consumers.

During the session Craig highlighted the challenges seen in the roll out of Smart Meters, which accounted for 14% of complaints to the Energy Ombudsman in 2023. He said: “What we have seen in the last 10 years with the roll out of smart metres is that our first attempt as a society to put net zero technology in home en masse hasn’t gone particularly well.”

When consumers are confronted with poor customer service or incorrect billing, their trust in that supplier (and sometimes the overall market) is eroded, which can have consequences beyond the individual.

In a column in Holyrood magazine (SNP Conference issue) Craig posed the question - How can we meet our Net Zero targets, for example, if consumers don’t have faith in the suppliers, products and services?

The event was hosted in partnership with Holyrood magazine. You can read a full write up of the session here.