1. Something for Everyone Buy As You View Graham Clarke

2. Something for Everyone Who We Are… Established over 40 years ago in 1972 in South Wales Initially as a Rental Business Expanded from 2000 - 2006 Serving 75,000 customers in 6 Regions throughout the UK Provide employment for 600 colleagues.

3. Something for Everyone New model (2008 - 2011) Old model Revised model from 2008 Direct salesCash only meter Account manager Online Smart meter accepts all main payment methods Account manager for cash payments Rigorous credit checks and underwriting 3

4. Something for Everyone Buy As You View & Thrive Relationship began over two years ago Agreed initial goals as a result of customer feedback Significant changes have been made Has now developed into a national and sector wide campaign.

5. Something for Everyone Initial Goals Present existing loyal customers with the opportunity to make additional purchases at better rates Improve clarity in all company literature & customer’s financial information Partner Thrive to encourage the sharing of data within the sector.

6. Something for Everyone Significant Changes Customer Charter Clear information regarding Cost of Sale Help customers improve their credit position Better information on service & warranty products Easy/regular access to account information Introduce different payment methods Giving customers more help & advice on arrears

7. Something for Everyone What has been achieved… Clear information regarding Cost of Sale Continue to ensure that all electrical products contained manufacturing model number Included total amount payable on all offline and online marketing material Mystery shopper introduced 2010 Conduct quarterly customer workshops Help customers improve their credit rating Assisted the bringing together of key industry leaders to discuss the prospect of data sharing within the market place Currently exploring how we can share data with credit reference agencies.

8. Something for Everyone What has been achieved… Introduce different payment methods Easy/regular access to account information BAYV now offer weekly/monthly Direct Debit and Pay Point payment methods Lower payments for Direct Debit & Pay point Lower Payments for existing good customers 40% uptake In accordance with legislation, BAYV issue Annual Customer Statements Customers can request free of charge an account statement outside the Annual cycle BAYV have launched My Account

9. Something for Everyone Better information on service & warranty products What has been achieved… Comprehensive leaflets are provided to the customer detailing exactly what our warranty covers above the consumer statutory rights All Sorted website www.bayvallsorted.co.ukwww.bayvallsorted.co.uk Dedicated EPS Page http://www.bayv.co.uk/aboutus/eps.ashx http://www.bayv.co.uk/aboutus/eps.ashx

10. Something for Everyone Giving customers more help & Advice on arrears No Late Fees or Penalty Charges for late or missed payment A number of forbearance measures introduced Dedicated Webpage for third party arrears advice Third Party Agencies listed include: -Financial Ombudsman Service -Trading Standards -Citizen’s Advice Bureau -National Debt Helpline -Consumer Credit Counselling Service -Committee Legal Advice Help signposted on all marketing literature. What has been achieved…

11. Next Steps…

12. Something for Everyone Next Steps… Drive to complete an Industry wide customer charter Support the development of the data sharing initiative to improve risk based pricing Continue to explore ways to share data with credit reference agencies to improve customer ratings.

13. Something for Everyone Conclusions