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Confident Consumers

The hon. Gentleman is right that where companies clearly abuse their position, they must be dealt with thoroughly and properly. Does he also accept, however, that one of the ways in which we can change behaviour among businesses is to use the carrot rather than the stick; to show that, for many businesses, customers value good service, which therefore provides a competitive advantage? That language might be more likely to encourage the vast majority of people involved in business and in providing services, public or private, to up their game?