Written questions by Vickers.

What plans he has for ministerial attendance from his Department at the Enhanced Games in the US.

Awaiting answer.

What discussions he has had with hospitality businesses on the potential impact of employment costs on closures, opening hours and jobs.

Awaiting answer.

Whether his Department has considered introducing minimum accessibility standards for customer service functions to ensure consumers can access a human representative where necessary.

Legislation provides the redress rights for consumers. Beyond this, the government does not generally intervene in how businesses choose to conduct their activities as this is a commercial decision. Businesses have a legal obligation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs), when trading with consumers, to provide contact information in a clear and comprehensible manner which is easily, directly and permanently accessible. This includes the business name, the geographical address where the business is established, a telephone number, and email address to allow consumers to make contact quickly and efficiently if there is a problem. Failure of a trader to provide the information required under the CCRs is a breach of contract and can result in a claim being brought by the consumer.

What data his Department holds on consumer complaints relating to the inability to contact a human representative when seeking to resolve disputes.

Everyone should be able to benefit from the digital world – helping families save money, get a better job, and access services like the NHS more easily. But we know some people face real barriers. That’s why government published the Digital Inclusion Action Plan and launched the £11.9 million Digital Inclusion Innovation Fund, helping more people across the UK get the access, skills and confidence to get online. Legislation provides the redress rights for consumers. Beyond this, the government does not generally intervene in how businesses choose to conduct their activities as this is a commercial decision. However, we encourage key private sector services important to people’s daily lives – like banking, utilities and online shopping – to prioritise inclusive digital services and government remains committed to working with industry and the voluntary sector to explore opportunities to align.

What discussions he has had with the Competition and Markets Authority regarding the transparency of customer service access routes offered by large digital companies.

My Department regularly meets with the Competition and Markets Authority, but has not recently discussed transparency of customer service access routes offered by large digital companies. Legislation provides the redress rights for consumers. Beyond this, the government does not generally intervene in how businesses choose to conduct their activities as this is a commercial decision.

What steps his Department is taking to ensure that reliance on automated customer service systems does not impede consumers’ ability to make complaints or seek redress.

Everyone should be able to benefit from the digital world – helping families save money, get a better job, and access services like the NHS more easily. But we know some people face real barriers. That’s why government published the Digital Inclusion Action Plan and launched the £11.9 million Digital Inclusion Innovation Fund, helping more people across the UK get the access, skills and confidence to get online. Legislation provides the redress rights for consumers. Beyond this, the government does not generally intervene in how businesses choose to conduct their activities as this is a commercial decision. However, we encourage key private sector services important to people’s daily lives – like banking, utilities and online shopping – to prioritise inclusive digital services and government remains committed to working with industry and the voluntary sector to explore opportunities to align.

What recent discussions he has had with major digital service providers regarding access to non-automated customer service channels.

Everyone should be able to benefit from the digital world – helping families save money, get a better job, and access services like the NHS more easily. But we know some people face real barriers. That’s why government published the Digital Inclusion Action Plan and launched the £11.9 million Digital Inclusion Innovation Fund, helping more people across the UK get the access, skills and confidence to get online. Legislation provides the redress rights for consumers. Beyond this, the government does not generally intervene in how businesses choose to conduct their activities as this is a commercial decision. However, we encourage key private sector services important to people’s daily lives – like banking, utilities and online shopping – to prioritise inclusive digital services and government remains committed to working with industry and the voluntary sector to explore opportunities to align.

What assessment he has made of the impact of automated customer service systems, including chatbots and AI-based systems, on consumers’ ability to exercise their statutory rights.

Everyone should be able to benefit from the digital world – helping families save money, get a better job, and access services like the NHS more easily. But we know some people face real barriers. That’s why government published the Digital Inclusion Action Plan and launched the £11.9 million Digital Inclusion Innovation Fund, helping more people across the UK get the access, skills and confidence to get online. Legislation provides the redress rights for consumers. Beyond this, the government does not generally intervene in how businesses choose to conduct their activities as this is a commercial decision. However, we encourage key private sector services important to people’s daily lives – like banking, utilities and online shopping – to prioritise inclusive digital services and government remains committed to working with industry and the voluntary sector to explore opportunities to align.

Whether he has made an assessment of the adequacy of existing consumer protection legislation in the context of companies that provide customer support solely through automated systems.

Everyone should be able to benefit from the digital world – helping families save money, get a better job, and access services like the NHS more easily. But we know some people face real barriers. That’s why government published the Digital Inclusion Action Plan and launched the £11.9 million Digital Inclusion Innovation Fund, helping more people across the UK get the access, skills and confidence to get online. Legislation provides the redress rights for consumers. Beyond this, the government does not generally intervene in how businesses choose to conduct their activities as this is a commercial decision. However, we encourage key private sector services important to people’s daily lives – like banking, utilities and online shopping – to prioritise inclusive digital services and government remains committed to working with industry and the voluntary sector to explore opportunities to align.

What engagement his Department has undertaken with consumer groups regarding access to customer service channels.

Access to customer service channels is not something that has been raised recently by my Department or the consumer groups and representative bodies we regularly meet. My Department regularly reviews research, and notes that the most recent UK Customer Satisfaction Index found 83.2% of customer experiences were right first time, the highest recorded since the UKCSI has been running (2008).

Whether his Department has made a recent assessment of trends in consumer satisfaction with customer service provision across key regulated sectors.

Access to customer service channels is not something that has been raised recently by my Department or the consumer groups and representative bodies we regularly meet. My Department regularly reviews research, and notes that the most recent UK Customer Satisfaction Index found 83.2% of customer experiences were right first time, the highest recorded since the UKCSI has been running (2008).

What steps his Department is taking to help ensure timely postal deliveries by Royal Mail.

Last year, I met the CEOs of Royal Mail and its parent company and raised concerns about Royal Mail’s performance. They reported continued targeted action to improve reliability. I will continue to raise concerns with Royal Mail if the company’s quality of service does not improve.It is for Ofcom, as the independent regulator of postal services, to set and monitor Royal Mail’s service standards and decide how to use its powers to investigate and take enforcement action should Royal Mail fail to achieve its obligations without good justification.In October last year, Ofcom fined Royal Mail £21 million for failing to meet its quality of service targets and has told Royal Mail it must urgently publish and implement a credible plan that delivers major and continuous improvement.

What steps are being taken to promote British creative sector exports over the next three years.

Over the next three years, the UK government will boost creative sector exports by increasing trade missions, targeting new and traditional markets, and expanding export finance through UK Export Finance (UKEF). In 2024/25, UKEF provided £14.5 billion in support for UK exports and maintains a nationwide network of export finance managers to advise local businesses. The Creative Industries Trade and Investment Board (CITIB) will be reformed to champion exports, while export promotion will be enhanced through events such as the BFI Film Festival and London Games Festival. The Department also funds the Music Export Growth Scheme which does what its name suggests. Alongside the GREAT campaign, these measures will strengthen the UK’s global creative leadership.

What steps he has taken to support hospitality businesses with cashflow pressures.

The Government recognises the vital role of hospitality businesses in our communities and economy, and the pressures they face, that’s why we’re taking targeted action to support them.In April, we launched a Taskforce to consider ways to create a more balanced premises licensing system that not only safeguards communities but also supports responsible businesses. On 7 October the Government issued a Call for Evidence on Reforming the licensing system - GOV.UK (deadline: midday, 6 November 2025). These reforms are part of the Small Business Strategy, which also tackles late payments, improves access to finance, and cuts red tape. We want planning and licensing systems to work fairly for businesses and residents.Additionally, we’re creating a fairer business rates system, including permanently lower rates for retail, hospitality and leisure properties under £500,000 rateable value and continue to work closely with the sector, including through the Hospitality Sector Council to boost productivity and resilience by working together to address the challenges facing businesses.

What assessment he has made of the contribution of hospitality businesses to economic growth in coastal and rural communities.

The Government recognises the significant role hospitality businesses play in driving economic growth, employment and community cohesion across the UK, especially in coastal and rural areas. That is why we are offering targeted support for the sector, such as the Hospitality Support Scheme to co-invest in projects that boost productivity and help community pubs adapt to local needs.Whilst there has been no specific assessment on economic contribution for rural or coastal hospitality businesses, in 2024, the hospitality sector contributed £51.5 billion to the UK economy, representing 2.0% of total output.

What steps he is taking to support jobs in the hospitality sector.

We recognise the vital role hospitality businesses play in driving economic growth and strengthening community cohesion across the country. We also increased the Employment Allowance to £10,500, meaning 865,000 employers will pay no National Insurance Contributions (NICs) next year. This allows businesses to employ up to four full-time staff on the National Living Wage and pay no employer NICs and we’re committed to introducing permanently lower business rates for Retail, Hospitality and Leisure businesses with rateable values of less than £500,000. We have recently launched Sector-based Work Academy Programmes (SWAPs), which help jobseekers move quickly into hospitality roles through flexible training and support. In addition the Hospitality Fund is backing projects that will include addressing skills gaps in the sector and boosting productivity.

What recent assessment he has made of the effectiveness of the export credit schemes run by UK Export Finance.

The recently-published UK Export Finance (UKEF) Annual Report and Accounts (ARA) for the last financial year show that it provided a record £14.5 billion of support for exports, supported up to 70,000 UK jobs, and contributed up to £5.4 billion to the UK economy. The report is available online, along with those from previous years, at: UK Export Finance annual reports and accounts - GOV.UK.

What steps his Department is taking to encourage foreign direct investment.

The Government has launched a modern Industrial Strategy, removing barriers to investment and improving access to finance to drive nationwide growth.The expanded Office for Investment (OfI) now offers enhanced commercial expertise and a broader regional presence, working closely with Mayors and Devolved Administrations to connect investors with high-potential opportunities across the UK.Additionally, UK Export Finance has strengthened its support for international investment through its new ‘Invest-to-Export’ Guarantee, helping overseas firms establish UK-based exporting facilities. These initiatives aim to create a more dynamic, attractive environment for strategic investment and long-term economic development.

How many businesses have accessed the Help to Grow programme in the latest period for which data is available.

The Department for Business and Trade publishes data on participant enrolments and completions on the Help to Grow: Management course among transparency documents on gov.uk linked here. Up to the end of March 2025, the programme has supported 11,850 business people since its launch in June 2021.

What recent assessment he has made of the barriers to business growth in rural areas.

Rural areas offer significant potential for growth and are central to our economy. Addressing the needs of businesses in rural areas is at the heart of our policymaking and we continue to revisit and improve our support offers. The upcoming Business Growth Service will unify existing core services nationally while delivering locally, collaborating with local and devolved governments and Growth Hubs.All businesses, including rural enterprises, can access Local Growth Hubs for tailored support throughout their development journey. Growth hubs customise their offerings based on specific community needs, whether in towns or rural locations.