Rb&m

rb & m is laser focused on building consumer trust in the low carbon technologies and services that society needs. The quicker we build trust in the energy transition, the sooner we will realise the benefits. BUILDING CONSUMER CONFIDENCE IN THE ENERGY TRANSITION Why does consumer protection matter? High standards of consumer protection inspire the confidence of policy makers and also of consumers and so improve markets. Our consultants have a proven track-record working with organisations to develop the highest industry standards. RESEARCH Industry codes and rules are often forged by research to investigate market barriers, causes of consumer detriment and poor company practice. Our research has underpinned the development of a range of industry compliance tools and policy change. MONITORING STRATEGIES We develop monitoring strategies so they capture the right information at each step, focusing on essential issues for the industry and ensuring compatibility with consumer law. Working with our clients we have developed: standard model documents including an industry consumer contract and compliant quotes online interactive training packages webinar training industry guidance on relevant regulations. AUDITING rb & , consultants have carried out hundreds of detailed site-based audits and we have helped a range of organisations build every stage of the audit process. DUE DILIGENCE, MONITORING AND SPOT CHECKS Good practice should be encouraged; bad practice identified and resolved. That’s what industry standards and certification schemes aim to achieve. rb & m consultants have developed decisive monitoring strategies to measure company practice against codes and industry standards. Mystery shopping, complaints monitoring, advertising checks, due diligence and company spot-checks can all be used to provide vital intelligence to uphold industry standards.