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2010-12 (4,234)
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Publisher
(2) whether any medium-sized enterprises or their owners that have submitted complaints to the Financial Ombudsman in the last month have had their complaint upheld.
(2) whether any medium-sized enterprises or their owners that have submitted complaints to the Financial Ombudsman in the last month have had their complaint upheld.
Asked by
Jim Cunningham
(Labour)
Answered by
Mark Hoban
(Conservative)
Answering body
Treasury
Type
Written questions
Status
Answered
Tabled on
24 April 2012
For answer on
1 May 2012
Answered on
1 May 2012
The matters raised are for the Financial Ombudsman Service (FSO), whose day-to-day operations are independent from government control and influence. I have asked the FOS to write to the hon. Member with the information requested. A copy of the response will be placed in the Library of the House.
Subjects
Complaints; Financial services
Date
1 May 2012
Reference
105938; 543 c1439W
House
House of Commons
To ask the Chancellor of the Exchequer (1) whether he has had discussions with the Financial Ombudsman on the number of small and medium-sized enterprises or their owners that have submitted complaints to the Financial Ombudsman in (a) Coventry and (b) England in the last month;
To ask the Chancellor of the Exchequer (1) whether he has had discussions with the Financial Ombudsman on the number of small and medium-sized enterprises or their owners that have submitted complaints to the Financial Ombudsman in (a) Coventry and (b) England in the last month;
Asked by
Jim Cunningham
(Labour)
Answered by
Mark Hoban
(Conservative)
Answering body
Treasury
Type
Written questions
Status
Answered
Tabled on
24 April 2012
For answer on
1 May 2012
Answered on
1 May 2012
The matters raised are for the Financial Ombudsman Service (FSO), whose day-to-day operations are independent from government control and influence. I have asked the FOS to write to the hon. Member with the information requested. A copy of the response will be placed in the Library of the House.
Subjects
Complaints; Financial services
Date
1 May 2012
Reference
105937; 543 c1439W
House
House of Commons
To ask the Secretary of State for Business, Innovation and Skills if he will make an assessment of the outcomes of the UK National Contact Point's determinations.
To ask the Secretary of State for Business, Innovation and Skills if he will make an assessment of the outcomes of the UK National Contact Point's determinations.
Asked by
Lisa Nandy
(Labour)
Answered by
Norman Lamb
(Liberal Democrat)
Answering body
Department for Business, Innovation and Skills
Type
Written questions
Status
Answered
Tabled on
24 April 2012
For answer on
26 April 2012
Answered on
1 May 2012
I refer the hon. Member to the answer given by the Minister of State, Department for Business, Innovation and Skills, the hon. Member for Hertford and Stortford (Mr Prisk), on 19 April 2012, Official Report, column 562W.Under the published arrangements for determining and monitoring the outcomes of cases referred to the UK National Contact Point (NCP), there is no direct oversight role for Ministers. The independent Steering Board, which contains representatives from key Government Departments and external stakeholder organisations, monitors whether or not the handling and outcome of individual cases is in line with the published arrangements.At the end of the Process, the NCP prepares a Final Statement, setting out the outcome of either Mediation between both Parties to the dispute, or the Examination Process under which the NCP determines whether or not the OECD Guidelines on Multinational Enterprises have been breached. The Final Statement may include recommendations for follow-up action to bring the company into compliance with the Guidelines, with a date by which it must report on progress. Final Statements and Follow-Ups to Final Statements are published on the BIS website at:"www.bis.gov.uk/nationalcontactpoint"
Subjects
Complaints; Organisation for Economic Co-operation and Development; Multinational companies
Date
1 May 2012
Reference
105796; 543 c1406W
House
House of Commons
To ask the Secretary of State for Education how many complaints have been received by his Department in respect of supply teacher agencies.
To ask the Secretary of State for Education how many complaints have been received by his Department in respect of supply teacher agencies.
Asked by
Jim Cunningham
(Labour)
Answered by
Nick Gibb
(Conservative)
Answering body
Department for Education
Type
Written questions
Status
Answered
Tabled on
26 April 2012
For answer on
30 April 2012
Answered on
1 May 2012
It has not proved possible to respond to the hon. Member in the time available before Prorogation.
Subjects
Complaints; Teachers
Date
1 May 2012
Reference
106350; 543 c1522W
House
House of Commons
To ask Her Majesty's Government how many complaints were made to the Investigatory Powers Tribunal and how many were successful in each year since the Regulation of Investigatory Powers Act 2000 came into force.[HL16883]
To ask Her Majesty's Government how many complaints were made to the Investigatory Powers Tribunal and how many were successful in each year since the Regulation of Investigatory Powers Act 2000 came into force.[HL16883]
Asked by
Baroness Nicholson of Winterbourne
(Liberal Democrat)
Answered by
Lord Henley
(Conservative)
Type
Written questions
Status
Answered
Answered on
1 May 2012
It has not proved possible to respond to my noble friend in the time available before Prorogation
Legislation
Regulation of Investigatory Powers Act 2000
Subjects
Complaints; Investigatory Powers Tribunal
Date
1 May 2012
Reference
16883; vol 736 c466WA
House
House of Lords
To ask the Secretary of State for the Home Department how many complaints have been received by the UK Border Agency from passengers arriving at UK airports about the length of the queues they experienced in each of the last three years.
To ask the Secretary of State for the Home Department how many complaints have been received by the UK Border Agency from passengers arriving at UK airports about the length of the queues they experienced in each of the last three years.
Asked by
Jim Fitzpatrick
(Labour)
Answered by
Damian Green
(Conservative)
Answering body
Home Office
Type
Written questions
Status
Answered
Tabled on
23 April 2012
For answer on
30 April 2012
Answered on
30 April 2012
It is not possible to provide a separate figure on the number of complaints from passengers about the length of the queues they experienced in each year without a manual examination of each individual case file. This would incur a disproportionate cost.
Subjects
Complaints; Airports; Immigration controls; Passengers; Standards; UK Border Agency
Date
30 April 2012
Reference
105688; 543 c1101W
House
House of Commons
To ask the Secretary of State for Education how many complaints the Children and Family Court Advisory and Support Service received about its services in Stoke-on-Trent in each year since its inception.
To ask the Secretary of State for Education how many complaints the Children and Family Court Advisory and Support Service received about its services in Stoke-on-Trent in each year since its inception.
Asked by
Joan Walley
(Labour)
Answered by
Tim Loughton
(Conservative)
Answering body
Department for Education
Type
Written questions
Status
Answered
Tabled on
23 March 2012
For answer on
27 March 2012
Answered on
17 April 2012
CAFCASS is an independent body with its own procedures in place to deal with complaints. The Department for Education does not therefore hold this information. Anthony Douglas, the chief executive of CAFCASS has written to the hon. Member and a copy of his response has been placed in the Libraries.Letter from Anthony Douglas, dated 2 April 2012:"I am writing to you in order to provide answers to the Parliamentary Question that you tabled recently:""To ask the Secretary of State for Education, how many complaints the Children and Family Court Advisory and Support Service received about its services in Stoke-on-Trent in each year since its inception.""Cafcass was formed in 2001. Cafcass is unable to isolate the Stoke related complaints from those that originate from the much larger Staffordshire (including Stoke-on-Trent) area. Therefore, Cafcass cannot answer the question in relation to the specific terms in which it is put.""Please see the table below which indicates the total number of Complaints in Stoke-on-Trent and Staffordshire since 2006. This has been provided alongside the National Cafcass figures."
| Area | ||
| Stoke-on-Trent and Staffordshire | National | |
| 2006 | 10 | 596 |
| 2007 | 18 | 682 |
| 2008 | 35 | 945 |
| 2009 | 38 | 1,342 |
| 2010 | 38 | 1,047 |
| 2011 | 27 | 1,124 |
Subjects
Complaints; CAFCASS; Stoke on Trent
Date
17 April 2012
Reference
102306; 543 c327-8W
House
House of Commons
To ask Her Majesty's Government whether they will take action to ensure that all complaints made by individuals to the South Wales Constabulary are registered and recorded immediately.
To ask Her Majesty's Government whether they will take action to ensure that all complaints made by individuals to the South Wales Constabulary are registered and recorded immediately.
Asked by
Lord Laird
(Ulster Unionist Party)
Answered by
Lord Henley
(Conservative)
Type
Written questions
Status
Answered
Answered on
28 March 2012
The Police Reform Act 2002 established a system for handling complaints against the police. Chief officers are obliged to record complaints about the conduct of a person under their direction and control.
Subjects
Complaints; South Wales Police
Date
28 March 2012
Reference
16586; 736 c280WA
House
House of Lords
To ask the Secretary of State for Transport whether her Department has carried out a regulatory impact assessment on the proposal in its command paper entitled Reforming the railways: putting the customer first to move responsibility for issues such as monitoring of passenger complaints handling processes to the Office of...
To ask the Secretary of State for Transport whether her Department has carried out a regulatory impact assessment on the proposal in its command paper entitled Reforming the railways: putting the customer first to move responsibility for issues such as monitoring of passenger complaints handling processes to the Office of...
Asked by
Anne Main
(Conservative)
Answered by
Theresa Villiers
(Conservative)
Answering body
Department for Transport
Type
Written questions
Status
Answered
Tabled on
21 March 2012
For answer on
23 March 2012
Answered on
26 March 2012
The Command Paper and the consultation document ““A greater role for ORR regulating passenger franchisees in England & Wales”” set out a number of options for the transfer of responsibilities from the Department for Transport to the Office of Rail Regulation. The Department and the ORR have not carried out an impact assessment at this stage. Once we have considered consultation responses and developed a more definitive package of proposals, we will develop impact assessments for any proposed transfer.
Subjects
Complaints; Standards; Train operating companies; Office of Rail Regulation
Date
26 March 2012
Reference
101937; 542 c950W
House
House of Commons
Financial Services Bill. Committee stage sixteenth sitting. Clauses 79 to 90 agreed to, one with an amendment. Schedule 17 agreed to. Clauses 91 to 94 agreed to. Schedules 18 and 19 agreed to, one with amendments. Clauses 95 to 99 agreed to. Schedules 20 and 21 agreed to, one with an amendment. Clauses 100 to 103 agreed to. New clauses considered. New Clause 1: Debt Management Fees, negatived on division (8 votes to 10). New Clause 2: Depositor Preference in Insolvency, negatived on division (8 votes to 10). Bill, as amended, to be reported (Bill 323).
Financial Services Bill. Committee stage sixteenth sitting. Clauses 79 to 90 agreed to, one with an amendment. Schedule 17 agreed to. Clauses 91 to 94 agreed to. Schedules 18 and 19 agreed to, one with amendments. Clauses 95 to 99 agreed to. Schedules 20 and 21 agreed to, one with...
Department
Treasury
Type
Public Bill Committee proceedings; Debates on bills
Legislative stage
Committee stage
Procedure
New clauses
Legislation
Financial Services Bill 2010-12 to 2012-13
Subjects
Complaints; Building societies; Fees and charges; Financial services; Financial institutions; Insolvency; Financial Services Authority; Regulation; Financial Conduct Authority
Date
22 March 2012
Reference
PBC
Chamber / Committee
General committees
House
House of Commons
To ask the Secretary of State for Education what information his Department holds on the amount spent on handling complaints relating to care packages allocated to severely disabled children by each local authority in England in each of the last five years.
To ask the Secretary of State for Education what information his Department holds on the amount spent on handling complaints relating to care packages allocated to severely disabled children by each local authority in England in each of the last five years.
Asked by
Tim Farron
(Liberal Democrat)
Answered by
Tim Loughton
(Conservative)
Answering body
Department for Education
Type
Written questions
Status
Answered
Tabled on
14 March 2012
For answer on
19 March 2012
Answered on
21 March 2012
[holding answer 19 March 2012]: This information is not collected centrally. However, local authorities must monitor the complaints arrangements that they have in place. They must keep a record of:"each representation/complaint received;""the outcome in each case, that is, the decisions made in response to the representation/complaint and any action to be taken; and""whether there was compliance with the time limits."Information on the numbers of complaints and outcomes must be published in an annual report.
Subjects
Complaints; Special educational needs
Date
21 March 2012
Reference
100820; 542 c774-5W
House
House of Commons
Laid by
Secretary Philip Hammond
Department
Ministry of Defence
Type
Annual reports;
Unprinted papers
Procedure
None
Laid on
20 March 2012
Subjects
Complaints; Armed forces
Commons Library location
UP 2281 2010-12
Date
20 March 2012
House
House of Lords; House of Commons
My Lords, will the Minister explain why these powers for financial sanctions will not be available from day one? Given that the point of setting up the adjudicator was to deal with the findings from the Competition Commission that supermarkets were transferring over excessive risk and unexpected cost to their suppliers, why would not the strongest possible signal be sent out right from the start?
My Lords, will the Minister explain why these powers for financial sanctions will not be available from day one? Given that the point of setting up the adjudicator was to deal with the findings from the Competition Commission that supermarkets were transferring over excessive risk and unexpected cost to their suppliers, why would not the strongest possible signal be sent out right from the start?
Asked by
Baroness Sherlock
(Labour)
Oral questions - Supplementary
Status
Answered
Answered on
20 March 2012
My Lords, I understand the noble Baroness's position. On balance, we think that it would be better to start with the regime that we have proposed. As I said earlier, and as she acknowledges, we may well have to move on to what she suggests, but we would like to consider it further. One advantage of doing that is that we would have the benefit of the adjudicator's input and experience of deciding on the framework for fines.
Subjects
Complaints; Codes of practice; Supermarkets; Trade associations; Groceries Code Adjudicator
Date
20 March 2012
Reference
736 c740
Chamber / Committee
House of Lords chamber
House
House of Lords
My Lords, I thank the Minister for his reply, but what evidence does the Department for Business, Innovation and Skills have that limiting the powers of the groceries code adjudicator to naming and shaming transgressing supermarkets will have the desired deterrent effect?
My Lords, I thank the Minister for his reply, but what evidence does the Department for Business, Innovation and Skills have that limiting the powers of the groceries code adjudicator to naming and shaming transgressing supermarkets will have the desired deterrent effect?
Asked by
Bishop of Wakefield
(Bishops (affiliation))
Oral questions - 1st Supplementary
Status
Answered
Answered on
20 March 2012
My Lords, the adjudicator's primary role will be investigating complaints and uncovering breaches of the groceries code. Once the breach is uncovered, the adjudicator will be able to use the following remedies. First, it will be able to recommend to the retailer how it should comply with the code. If that is not followed, a further investigation can be launched with a tougher remedy. It can instruct the retailer to publish information on the breach—naming and shaming, to which the right reverend Prelate referred. There is then a reserve power to impose financial penalties, which will only become available to the adjudicator once the Secretary of State has allowed it by order.
Subjects
Codes of practice; Powers; Supermarkets; Groceries Code Adjudicator; Complaints; Trade associations
Date
20 March 2012
Reference
736 c739-40
Chamber / Committee
House of Lords chamber
House
House of Lords
I am sorry to hear that the noble Earl thinks that I am being hesitant. I do not think that it is reasonable to imply that we have been dragging our heels. The process was triggered in 2008 during the previous Government's term of office by a report from the Competition Commission. I would not criticise the previous Government for dragging their heels because, in fact, they were getting on with the business of trying to persuade the grocery industry itself to put in place a process. The industry did not do that. We all want to get this right, which is why we have been through a thorough process of pre-legislative scrutiny—and I think that that is something of which noble Lords generally approve.
I am sorry to hear that the noble Earl thinks that I am being hesitant. I do not think that it is reasonable to imply that we have been dragging our heels. The process was triggered in 2008 during the previous Government's term of office by a report from the Competition Commission. I would not criticise the previous Government for dragging their heels because, in fact, they were getting on with the business of trying to persuade the grocery industry itself to put in place a process. The industry did not do that. We all want to get this right, which is why we have been through a thorough process of pre-legislative scrutiny—and I think that that is something of which noble Lords generally approve.
Answered by
Lord De Mauley
(Conservative)
Asked by
Earl of Sandwich
(Crossbench)
Type
Oral answers to questions
My Lords, why have the Government been so slow in setting up this office? People have been waiting for it for years, and the Minister sounds hesitant about it even now. How long have people got to wait?
Subjects
Complaints; Codes of practice; Supermarkets; Trade associations; Groceries Code Adjudicator
Date
20 March 2012
Reference
736 c740-1
Chamber / Committee
House of Lords chamber
House
House of Lords
My Lords, the noble Lord's question is in line with comments from the BIS Select Committee, which said that the arguments on whether to introduce fines from inception are finely balanced. I think that that is fair, and the Government's view is that financial penalties should be kept as a reserve power, as I have said. We consider that the appointment of the adjudicator is in itself important to the effectiveness of the groceries code. The adjudicator already has sanctions available, and large retailers will immediately be conscious that if there is evidence of significant non-compliance and the existing regime seems not to be sufficiently effective, there is the prospect of a swift introduction of financial penalties. As to the noble Lord's last question, as the Treasury Whip I could not possibly say where the proceeds will go.
My Lords, the noble Lord's question is in line with comments from the BIS Select Committee, which said that the arguments on whether to introduce fines from inception are finely balanced. I think that that is fair, and the Government's view is that financial penalties should be kept as a reserve power, as I have said. We consider that the appointment of the adjudicator is in itself important to the effectiveness of the groceries code. The adjudicator already has sanctions available, and large retailers will immediately be conscious that if there is evidence of significant non-compliance and the existing regime seems not to be sufficiently effective, there is the prospect of a swift introduction of financial penalties. As to the noble Lord's last question, as the Treasury Whip I could not possibly say where the proceeds will go.
Answered by
Lord De Mauley
(Conservative)
Asked by
Lord Grantchester
(Labour)
Type
Oral answers to questions
My Lords, we all wish to see the consumer get the best possible deal. However, this should not be at the expense of suppliers to the supermarkets; their confidence is crucial if this is to be seen to work effectively. If I might press the Minister again, will he confirm whether the adjudicator will have authority to levy financial penalties, should an abuse of power be upheld against any supermarket? Furthermore, however any resulting fine may be levied, will he confirm that this will not simply disappear to some central agency but rather be paid directly to those businesses deemed to have suffered abuse?
Subjects
Complaints; Codes of practice; Supermarkets; Trade associations; Groceries Code Adjudicator
Date
20 March 2012
Reference
736 c741
Chamber / Committee
House of Lords chamber
House
House of Lords
My Lords, the draft Groceries Code Adjudicator Bill proposes to allow the adjudicator to consider any information once an investigation has started. The only limitation is on what information it can consider when deciding whether to start an investigation. As drafted, this is restricted to information from direct and indirect suppliers and to published evidence. The Government have agreed to consider extending this to third parties, particularly to trade bodies. Ministers are taking advice and meeting representatives of both suppliers and retailers before making a final decision.
My Lords, the draft Groceries Code Adjudicator Bill proposes to allow the adjudicator to consider any information once an investigation has started. The only limitation is on what information it can consider when deciding whether to start an investigation. As drafted, this is restricted to information from direct and indirect suppliers and to published evidence. The Government have agreed to consider extending this to third parties, particularly to trade bodies. Ministers are taking advice and meeting representatives of both suppliers and retailers before making a final decision.
Answered by
Lord De Mauley
(Conservative)
Asked by
Bishop of Wakefield
(Bishops (affiliation))
Type
Oral answers to questions
To ask Her Majesty's Government whether they will allow trade associations to make complaints to the proposed Groceries Code Adjudicator on behalf of members who are both direct and indirect suppliers of supermarkets; and, if not, why not.
Subjects
Complaints; Codes of practice; Supermarkets; Trade associations; Groceries Code Adjudicator
Date
20 March 2012
Reference
736 c739
Chamber / Committee
House of Lords chamber
House
House of Lords
In fact, my Lords, if this does not prove to be a satisfactory structure and if I interpret my noble friend rightly to be implying that we need fines, that is already in the draft Bill.
In fact, my Lords, if this does not prove to be a satisfactory structure and if I interpret my noble friend rightly to be implying that we need fines, that is already in the draft Bill.
Answered by
Lord De Mauley
(Conservative)
Asked by
Lord Razzall
(Liberal Democrat)
Type
Oral answers to questions
My Lords, I am sure that the House will agree that the question asked by the noble Earl, Lord Sandwich, is very pertinent. I thought that my noble friend could have been slightly more robust in explaining the reason for the delay. Can I press him further: if this does not prove to be a satisfactory structure, will the Government be prepared to legislate further?
Subjects
Complaints; Codes of practice; Supermarkets; Trade associations; Groceries Code Adjudicator
Date
20 March 2012
Reference
736 c741
Chamber / Committee
House of Lords chamber
House
House of Lords
My Lords, the adjudicator's primary role will be investigating complaints and uncovering breaches of the groceries code. Once the breach is uncovered, the adjudicator will be able to use the following remedies. First, it will be able to recommend to the retailer how it should comply with the code. If that is not followed, a further investigation can be launched with a tougher remedy. It can instruct the retailer to publish information on the breach—naming and shaming, to which the right reverend Prelate referred. There is then a reserve power to impose financial penalties, which will only become available to the adjudicator once the Secretary of State has allowed it by order.
My Lords, the adjudicator's primary role will be investigating complaints and uncovering breaches of the groceries code. Once the breach is uncovered, the adjudicator will be able to use the following remedies. First, it will be able to recommend to the retailer how it should comply with the code. If that is not followed, a further investigation can be launched with a tougher remedy. It can instruct the retailer to publish information on the breach—naming and shaming, to which the right reverend Prelate referred. There is then a reserve power to impose financial penalties, which will only become available to the adjudicator once the Secretary of State has allowed it by order.
Answered by
Lord De Mauley
(Conservative)
Asked by
Bishop of Wakefield
(Bishops (affiliation))
Type
Oral answers to questions
My Lords, I thank the Minister for his reply, but what evidence does the Department for Business, Innovation and Skills have that limiting the powers of the groceries code adjudicator to naming and shaming transgressing supermarkets will have the desired deterrent effect?
Subjects
Complaints; Codes of practice; Supermarkets; Trade associations; Groceries Code Adjudicator
Date
20 March 2012
Reference
736 c739-40
Chamber / Committee
House of Lords chamber
House
House of Lords
My Lords, I understand the noble Baroness's position. On balance, we think that it would be better to start with the regime that we have proposed. As I said earlier, and as she acknowledges, we may well have to move on to what she suggests, but we would like to consider it further. One advantage of doing that is that we would have the benefit of the adjudicator's input and experience of deciding on the framework for fines.
My Lords, I understand the noble Baroness's position. On balance, we think that it would be better to start with the regime that we have proposed. As I said earlier, and as she acknowledges, we may well have to move on to what she suggests, but we would like to consider it further. One advantage of doing that is that we would have the benefit of the adjudicator's input and experience of deciding on the framework for fines.
Answered by
Lord De Mauley
(Conservative)
Asked by
Baroness Sherlock
(Labour)
Type
Oral answers to questions
My Lords, will the Minister explain why these powers for financial sanctions will not be available from day one? Given that the point of setting up the adjudicator was to deal with the findings from the Competition Commission that supermarkets were transferring over excessive risk and unexpected cost to their suppliers, why would not the strongest possible signal be sent out right from the start?
Subjects
Complaints; Codes of practice; Supermarkets; Trade associations; Groceries Code Adjudicator
Date
20 March 2012
Reference
736 c740
Chamber / Committee
House of Lords chamber
House
House of Lords