Make customer service email addresses/online forms a legal requirement

Background

In order to help consumers, I would like the government to consider making it a mandatory requirement for retailers, banks, utility companies and other home service providers to provide a quick and easy way for customers to report issues and raise queries through an email address or online form.

Additional details

We believe many online retailers, banks, utility companies and other home service providers do not provide a quick and easy way for their customers to report a problem, raise a complaint or ask a general query. Many customers are put off reporting issues due to a lengthy online chat process or having to call in during limited opening hours. Dealing with issues live with an operator can also often mean consumers have no paper trail for their issue or complaint.

Where it’s popular

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