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For more than twenty years coal merchants have operated a Code of Practice known as the Approved Coal Merchants Scheme to encourage the highest standards of service among merchants. There asr some 2,000 merchants who supply solid fuels to the homes of Britain. This distribution by a small army of indepedent retailors is one of the ways in which solid fuel differs from gas and electricity. Some merchant businesses are impressively large; many remain small personal and family concerns. Keen to offerto their customers the best possible advice and service, 95% of all coal merchants are members of the Approved Coal Merchants Scheme and offer their customers the Consumer Charter. The scheme aims to look after customers' interests by insisting that its members take all reasonable steps to ensure that customers' needs are met and they receive a high quality service. |
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