Contract Requirements: Webinar recap

More than 50 representatives from providers attended our recent webinar on Contract Requirements, reflecting strong interest in how clear pre-contract information and express consent can influence the consumer experience.

During the session our team covered:

• Why GC C1 matters and what it means for how contracts are sold to consumers
• Pre-contract information & contract summaries – the difference between them and when they must be given
• Express Consent – what counts and why the timing matters
• The importance of evidencing the above
• Contract durations for microbusinesses

As with our previous webinars, we concluded with a live Q&A, giving our members the opportunity to ask questions directly to our regulatory and relationships teams.

Key takeaways

A particular takeaway was that express consent has to be a clear, affirmative act, and it can only be given after the consumer has received both pre-contract information and the contract summary. Getting the sequence right and keeping clear, timestamped records of both documents and consent itself is one of the most effective things a provider can do to reduce the risk of complaints escalating.

Our insights drive positive progress

As an ombudsman, our role isn't just about resolving individual cases, it's about driving progress across the sector and helping providers improve for the benefit of consumers.

Our unique access to data and view across part of the sector means we're able to do more than resolve individual disputes, we can spot patterns, share insights and help drive meaningful improvement more widely.

Upcoming events

This was our final webinar for the year and we look forward to them resuming in 2027. Our next event will be our Sector Liaison Panel, an in-person event taking place in November. Invites will be distributed to scheme members shortly.