Newspaper article The Journal (Newcastle, England)

Policy Mis-Selling Fears Halt Homeserve Sales

Newspaper article The Journal (Newcastle, England)

Policy Mis-Selling Fears Halt Homeserve Sales

Article excerpt

HOME repairs group Homeserve has halted its telephone sales and will retrain nearly 500 call centre staff after it discovered possible mis-selling of its household emergency policies.

The FTSE 250-listed company, which insures against and repairs burst pipes, broken boilers and electrical problems, suspended its telephone sales on Saturday night after a review by accountant Deloitte.

Sales will not resume again until a staff retraining programme for employees had been completed, the company said.

The problems were said to centre on the scripts used by its sales team to explain pricing and policy details.

In a statement, the company said the review highlighted cases where the sales processes did not meet required standards.

Chief executive Richard Harpin said: "We have commenced a programme to retrain staff." He added that it will resume marketing once it is confident "the sales processes meet the standards that we and our customers expect".

Shares in the group are expected to be hit hard by the news when the company resumes trading this morning, even though it said it remains on track to hit market forecasts for the year to next March. …

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