Conclusion 16

The way that companies communicate with customers is often as important as the information that is provided. For example, Martin Lewis told us that, although adding information on customers’ bills 37 Q 29 38 Q 21 39 Q 95; C&AG’s Report, para 20 40 C&AG’s Report, para 12 41 Q 95; C&AG’s Report, para 21 42 C&AG’s Report, paras 13, 2.16 13 may appear to improve transparency, it is not an effective means of sharing information with customers because bills can be complicated and customers are unlikely to read them in detail.43 Instead, he suggested that companies should approach communication with customers about the support that is available to them in the same way they communicate in selling their services.44