As part of the work OFT carried out in the course of its market study into the mobility aids market
carried out an investigation into the fairness of Acorn Mobility
Services Limited's (Acorn) Terms and Conditions for consumers and into
customer service issues reported through Consumer Direct.
In the course of the OFT's investigation, Acorn has worked closely with
the OFT to improve:
- its terms and conditions, in line with unfair contract terms
- its internal processes, to improve its standards of customer care.
We have appreciated the company's willingness to engage with us. The
contact has been extremely positive and the company has implemented
revised terms and conditions, resulting in improvements for consumers.
Acorn has also improved its sales and after-sales care, and continues to
work closely with its local TSS to improve complaints handling. These
improvements are being monitored by local TSS.
We anticipate that this intervention is likely to represent significant
improvements for consumers both in relation to purchases and service
agreements and will consequently also drive up competitive standards
across the market.
Published 1 February 2012