HomeServe still in talks with FSA over several internal matters

Repair specialist Homeserve said it would not restart outbound sales calls until it had overhauled sales scripts.

Homeserve restarted limited telephone sales last Friday. It halted all telesales earlier this month after a review into how products were sold by staff.

The company is still in talks with the FSA over a number of internal matters. The FSA was tipped off by a whistleblower last month that Homeserve had ignored customer complaints.

The group said it would also review its direct mail marketing, scheduled for next year, as well as all customer complaints made last winter.

“Our priority is to tackle the issues in our procedures that we have identified. The actions we are taking are an important part of that process and we will continue to take all necessary steps to ensure that all our customers receive the standards of service that we and they expect,” Homeserve chief executive Richard Harpin said in a statement.

 

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