Consumer Protection (Loyalty Penalty and Customer Complaints) Bill 2021

Public bill · Private Member · Introduced

The proposed law would stop companies from charging loyal subscribers more than new customers for the same or very similar subscription service, tackling the “loyalty penalty” seen in things like telecoms and other rolling contracts. It would also require service providers to have proper complaints systems, tell customers how to use them, and meet basic standards on response times and escalation. If a company fails to follow these rules, it could face consumer law penalties.

Formal long title

Bill entitled an Act to prohibit differential pricing in respect of certain subscription service supplied to consumers; to require certain traders to establish schemes for handling consumer complaints in relation to their services and to prescribe minimum standards in relation to such schemes; for those purposes to amend the Consumer Protection Act 2007; and to provide for connected matters.

Last updated 2 May 2025