Plebble.com news

'Online retail - the Perfect Storm'

Thu, 28 Jan 2010 13:26:14 GMT

Plebble has written a blog post on what retailers can learn from the case of the Roof Box Company's huge demand for snow socks. You can find it here.

Update on Breakaway Homes administration

Thu, 21 Jan 2010 11:45:12 GMT

In November 2008 Breakaway Homes Limited was put into administration meaning customers who paid for mobile homes in deposits and in full faced an uncertain future as to whether they would get their money back. Since then there have been no major developments and customers are still waiting for their money. On 14 January 2010, Vantis (Breakaway Homes administrator) posted an administrator's progress report on Companies House. The main issue centres around a c.�1.5million loan from Breakaway Homes to Breakaway Spain Ltd to purchase development land in Spain. Breakaway Spain didn't manage to get planning for the land and it has been put up for sale. The proceeds of a sale will be used to pay off secured creditors first , then preferential creditors and finally unsecured creditors. Unsecured creditors include customers with deposits, which amounts to approximately �1million. With the land sale on the market at �2 million it is essential that a sale goes through for customers to be repaid.

The Vantis update says that 5 hectares (of the total 26 hectares plot) has been sold for �271,315, which resulted in Breakaway Homes receiving �35,621 from Breakaway Spain. This figure is after deductions to a Spanish bank secured on the land and sale costs. The rest of the land is still up for sale, however the letter states that planning permission still has not been granted and there is currently no interest in the land. This paints a gloomy picture for customers. The period of administration has been extended to 8 June 2010, after which Breakaway Homes will be placed into voluntary liquidation.

For more information go to Companies House to download the full progress report.

Disclaimer: Plebble's AdviceCentre� provides useful resources to help solve problems you may be having with businesses/organisations. It should not be used in any way as a substitute for you obtaining your own advice from a third party. Plebble cannot be held liable for any losses that you may incur as a result of using the AdviceCentre�.

MemberNews: Private Tuition Myths Dispelled

Wed, 06 Jan 2010 19:25:37 GMT

Simply Learning Tuition�s look back at 2009 dispels some common misconceptions about Private Tuition. According to the press, many parents this year were still wary of admitting that they use a private tutor. The thought of being seen to be �spoon feeding� or pushing their children too hard is a constant worry. However, Nathaniel McCullagh, Director of London based Simply Learning Tuition, suggests this is rarely the reason for employing a tutor: �In 2009, I�d quite happily say that only 10% - 15% of our clients were pushing an already high-flying child to do even better. What is actually happening, is that 50%- 60% of our clients are trying to deal with children who�ve fallen behind � either because of problems at school or with specific learning difficulties such as dyslexia. About 20% are behavioural or developmental problems � essentially the children do not want to learn. Our tutors� role is therefore often to mentor and encourage the child as well as to address the academic issues. As a result of this, we�ve developed a mentoring program to support tutorials.� For more information, visit www.simplylearningtuition.co.uk or call +44 (0) 207 228 2646. With the recession still biting, many people are surprised to hear that the business of private tuition is booming. Nathaniel McCullagh reports that Simply Learning Tuition experienced over 75% growth in 2009. He attributes this to the fact that although demand may have dropped slightly overall, the worst-performers in the market have fallen by the wayside leaving the door open for good companies. �I think we�ve been successful because we respond quickly to provide tutors whom the children really like. It�s all about service: when our clients are busy at work all week we just can�t turn off our phones at weekends � this is when they call. Typically, we will get a request on Saturday morning for a tutor to start as soon as possible - we can usually set something up for Monday. Clients don�t mind that we�re at a wedding, or out of the country � as long as there is a voice at the end of the phone and a brilliant tutor sitting with their child soon afterwards. Looking forward to 2010, the big challenge for the tutorial industry will be managing the changes being brought in by the Independent Safeguard Authority. �We�re already compliant with the ISA�s Criminal Record Background check requirements and our tutors are insured and fully HMRC compliant. We don�t mind all the extra paperwork because it helps show how serious we are about providing the very best service.� About Simply Learning Tuition Simply Learning Tuition provides bespoke educational support that is tailored to the needs of your child: based on his or her personality, emotional development and academic aspirations. We provide tutors to work all around the world, at all levels of learning, from pre-school to Common Entrance, GCSE, A-level and beyond. Each tutor is a specialist in the subjects to be covered but also teaches broader study skills that give your child the ability to learn independently. To find out more please visit our website: www.simplylearningtuition.co.uk Simply Learning Tuition 34, 8 Westbridge Rd London, SW11 3PW Tel: +44 (0) 207 228 2646 enquiries@simplylearningtuition.co.uk www.simplylearningtuition.co.uk

BA passengers breathe a sigh of relief

Thu, 17 Dec 2009 18:08:38 GMT

The High Court has intervened and awarded British Airways an injuction on the threatened 12-day Christmas strike of cabin staff ('In the News' on 15 Dec 09), because of irregularities in the original ballot. The union says it will re-ballot staff but this means that the forthcoming strike will not now ahead and the million BA passengers travelling over Christmas will be able to travel as planned.

(Sources: Times Online)

Globespan failure leaves thousands stranded overseas

Thu, 17 Dec 2009 10:15:08 GMT

The Scottish airline and holiday company, Globespan went ino administration last night, leaving over 4,000 customers stranded overseas and 117,000 who will lose holidays and flights they had already booked. Globespan mainly flies from Scottish airports to the Mediterranean, Florida and Egypt but also operated services from Cardiff, Belfast and Manchester.

Stranded passengers who booked a package holiday will be covered by the Civil Air Authority's ATOL scheme, who should help them get home. Other stranded passengers will have to re-book tickets on rival airlines, some of which like Ryanair and Easyjet are offering "rescue" deals to Globespan passengers.

Any customers who paid Globespan by credit card may be able to get some money back from their card provider. Customers who booked packages (and therefore covered by ATOL) but have not yet travelled should eventually receive refunds from the scheme. Others may be covered by their own travel insurance policies.

In the meantime, BA passengers are still facing misery waiting to hear whether the 12-day Christmas strike will go ahead ('In the News' on 15 Dec 09).

(Sources: Times Online)

AdviceCentre note: If you have been affected, first take a look at Globespan's website. Plebble's article Help! I'm owed money by a company whose gone into administration has general information on how to try to get money back when a company goes bust. Paragraph 3D of Where to go for help with consumer problems has more information on travel compensation schemes, including ATOL, which may be relevant.

National Home Study College goes into administration

Wed, 16 Dec 2009 10:56:25 GMT

According to the company website, the National Home Study College (listed company name: Astra Corporation Limited) has gone into administration. National Home Study College, which included the Animal College, was a correspondence adult education facility offering courses in a range of subjects. Since spring, Plebble users have alleged a range of problems with National Home Study: not replying to communication, reneging on refunds, taking unauthorised payments from bank accounts and falsely claiming official accreditation for courses.

Some students say they have struggled to get their work marked, whilst others have consistently received A-grades for incomplete or work they haven't done. It may be the only time you hear students complaining about receiving too many A-grades, but after shelling out hundreds of pounds for courses to improve their skills, these students expected constructve feedback and a qualification which was worth something at the end.

(Sources: Plebble.com/National Home Study, Plebble.com/Animal College, National Home Study.co.uk)

AdviceCentre note: So where does that leave those students who have been left out of pocket by National Home Study? If you paid by card, you may be able to recoup some of the money from your bank. Failing that, you will need to put in a claim to the administrators appointed to deal with National Home Study. Keep an eye on National Home Study's website, which is where the contact details of the administrators should be published in due course. Take a look at Plebble's guide to Help! I'm owed money by a company whose gone into administration for more information.

If you believe that you were mis-led or worse by National Home Study, then, now that they are in administration, there may be little that Trading Standards can do - talk to their consumer advice service, Consumer Direct for more information. However, your concerns should still be taken into account within the adminstration process. When a company goes bust, by law, the administrators have to report to a government unit who decide whether there is any evidence that the director/s of the company is/are unfit to be a company director/s. If they decide that a director is unfit, they can ban the individual from being a company director for between 2 and 15 years. The rules on what makes a director unfit are specific and strict and therefore the disqualification of directors is rare: take a look at this guidance leaflet for more detail. If you have information that you think is relevant to this aspect of the administrators' work, then, once they've been appointed, write them a formal letter, outlining your concerns and enclose copies of any supporting paperwork.
Disclaimer: Plebble's AdviceCentre� provides useful resources to help solve problems you may be having with businesses/organisations. It should not be used in any way as a substitute for you obtaining your own advice from a third party. Plebble cannot be held liable for any losses that you may incur as a result of using the AdviceCentre�.

Survey reveals "sorry you were out" frustration

Wed, 16 Dec 2009 09:57:11 GMT

A survey of postal users found that 55% of those asked said they had received a "sorry your were out" card from Royal Mail, even though they were waiting-in for their parcel. 23% said this had happened to them three of more times in the last year. There is much speculation about why this is happening: from postal workers under pressure to finish rounds quickly to administration problems.

Royal Mail says the problem is limited to isolated incidents, but this survey would seem to indicate otherwise. With the process for picking-up missed parcels often inconvenient, consumer groups like Consumer Focus are calling on Royal Mail and courier companies to look at the way they deal with missed deliveries.

(Sources: Consumer Focus.org.uk)

AdviceCentre note: if this happens to you or you are having another problem with your post, first complain to Royal Mail (Royal Mail's complaint procedure). If Royal Mail fails to resolve the complaint satisfactorily within 90 days, then you can take it to the Postal Redress Service (POSTRS) which acts as an independent ombudsman. For more information, take a look at Plebble's guide to Where to go for help with consumer problems.

BA strike could leave thousands stranded at Christmas

Tue, 15 Dec 2009 12:40:12 GMT

BA passengers flying to see family and friends over the Christmas period have been left with their plans in tatters after BA's cabin crew voted overwhelmingly in favour of a 12-day strike starting on Tuesday 22 December. BA's management and union say they want to do everything to avoid the strike, but if it goes ahead, tens of thousands of passengers could end up stranded as flights on rival airlines are already booked-up.

Until BA starts formally cancelling flights (which may not happen for a few days), they are not obliged to do anything. However, as a goodwill gesture, they are offering to transfer anyone affected to flights with different dates within the next year. This is not going to help those anxious to get somewhere for Christmas. If their flights end up cancelled, BA will have to offer the option to refund their ticket, rebook on to a different flight within the next 12 months or reroute their journey on another BA flight.

(Sources: Daily Mail.co.uk)

HIgh speed train service launched in south east

Mon, 14 Dec 2009 10:59:29 GMT

The full service of high speed "Javelin" trains was launched today. The new trains will cut journey times from Dover to London by nearly an hour. A preview service from Ashford to London has been running since June. The Javelin service will cost more - eg. a peak-time Ashford-London return will cost �48.70, compared with the usual ticket of �40.60.

(Sources: News.bbc.co.uk)

Amazon may soon be on the high street

Mon, 07 Dec 2009 11:56:55 GMT

According to property landlords, Amazon.co.uk is on the look out for store premises so that it can provide a pay online and then collect in store service. Collection services for online retailers such as John Lewis and Teso Direct are proving popular, particularly for people who find it difficult to wait in for deliveries.

(Sources: Times Online)

Police shut down over 1,200 fake shopping websites

Fri, 04 Dec 2009 10:54:40 GMT

In the biggest operation of its kind, police have shut down over 1,200 websites claiming to sell designer brands at knock-down prices. These sites were designed to look as real as possible with co.uk domain names and fake address details, but in fact were being operated from abroad. Customers who used them either receieved counterfit goods, no goods at all or had their card details stolen.

(Sources: News.bbc.co.uk)

AdviceCentre note: if you think you've bought an item from a fake website contact the OFT/Trading Standards consumer service, Consumer Direct. For more information, including tips on how to protect yourself online, take a look at Plebble's Guide to Shopping Online.

Chelsea and Yorkshire announce merger

Thu, 03 Dec 2009 11:05:47 GMT

The Yorkshire and Chelsea building societies have announced that they want to merge. The combined society will create a large rival to the UK's largest building society, the Nationwide. The merged society plan to keep the Yorkshire and Chelsea brands. If the deal goes through, they want to complete the merger by April next year.

(Sources: News.bbc.co.uk)

British Gas brings in new usage billing system

Fri, 27 Nov 2009 10:32:21 GMT

The gas and electricity provider, British Gas is offering customers (except those on the cheapest tarrifs) the option of using a new billing system which is based on accurate meter readings. Customers will be asked to text or email a meter reading every month and then will be billed accordingly. As part of the package, British Gas says it will also provide customers with a free monitor so they can see exactly how they are using enery in real time.

Unlike the direct debit system, customers using the new payment method will obviously end up paying more in the winter and less in the summer, rather than payments averaged out and spread over the year. The industry consumer watchdog, Consumer Focus welcomed the news because it will give customers more control over their bills. However they emphasised the outstanding need for price cuts (last 'In the News' on 21 Sep 09).

(Sources: News.bbc.co.uk)

AdviceCentre note: if you are having a problem with you energy provider, take a look at Plebble's guide to How to complain about your energy provider.

National Express to lose East Anglia and C2C in 2011

Fri, 27 Nov 2009 10:20:44 GMT

Following the government take-over of National Express' East Coast Mainline franchise (last 'In the News' on 28 Jul 09), the Department of Transport has said they will not extend National Express' East Anglia or C2C franchises when they come up for renewal in 2011. This will probably mark the end of National Express involvement in train operating in the UK.

(Sources: Times Online)

AdviceCentre note: if you are having a problem with a train operator, take a look at Plebble's guide to How to complain about your train or station operator.

Borders goes into administration

Fri, 27 Nov 2009 10:13:05 GMT

The bookshop chain, Borders, which also has 9 Books Etc shops, has gone into administration. For the time being, the 45 stores will remain open as usual whilst administrators assess the situation.

(Sources: Times Online)

AdviceCentre note: if you are worried about losing out after a company goes into administration, take a look at this article: Help! I'm owed money by a company whose gone into administration.

Banks win at Supreme Court on "unfair" overdraft charges

Wed, 25 Nov 2009 13:15:56 GMT

In a surprise ruling, the Supreme Court (which has replaced the House of Lords) has overturned two legal judgements from the High Court and Court of Appeal which had said that the Office of Fair Trading (OFT) could investigate the fairness of bank charges for unauthorised overdrafts ('In the News' on 26 Feb 09). Thousands of customers who have been trying to claim back "unfair" charges have had their cases on hold whilst the OFT case went through court. The Supreme Court ruling against the OFT makes it less likely that they will automatically win their claims. They will probably now have to fight the banks for refunds on a case-by-case basis. Meanwhile the OFT has said it will now look at other ways of tackling these charges.

(Sources: News.bbc.co.uk)

M&S is UK's favourite "family brand"

Tue, 24 Nov 2009 10:12:54 GMT

In a survey carried out to discover Britain's favourite family brands, Marks & Spencer came out on top and the budget airline Ryanair was worst. The survey looked at issues like social responsibility and family-friendliness. Supermarket and retail brands tended to dominate the best "family brands," whilst budget airlines and banks featured heavily in the worst.

The top ten "family brands" were:

1. Marks & Spencer

2.Co-operative

3. Boots

4. Kellogg's

5. Morrisons

6. Warburtons

7. Andrex

8. Waitrose

9. Cadbury

10. Sainsbury's

The worst ten "family brands' were:

1. Ryanair

2. British Midland

3. BMI Baby

4. Twitter

5. Royal Bank of Scotland

6. Domino's Pizza

7. Halifax Bank of Scotland

8. Burger King

9. easyJet

10. PlayStation

(Sources: Telegraph.co.uk)

Whistleblower reports failures at Financial Ombudsman Service

Tue, 24 Nov 2009 10:00:42 GMT

A former employee of the Financial Ombudsman Service (the body which mediates customer complaints about banks or financial services) has come forward to talk about how customers who come to the Ombudsman are being let down by adjudicators who are poorly trained, not given enough time to investigate cases properly and who lack sufficient technical expertise. Some industry experts have also criticsed the Ombudsman for being biased in favour of banks. One disatisfied customer has set up a website www.financial-ombudsman-problems.co.uk after having problems with the service.

(Sources: Times Online)

AdviceCentre note: for more information on taking an issue to the Financial Ombudsman Service, take a look at Plebble's article on How to complain about your bank or building society.

Conservatives pledge to scrap HIPs

Tue, 24 Nov 2009 09:44:25 GMT

The Conservatives have said today that should they win the election next year, one of the first things they would do is to scrap Home Information Packs (HIPs). Property owners have to have a HIP (last 'In the News' on 19 Aug 09) before they put their property on the market and have been controverial since their inception.

(Sources: Times Online)

Warning! Do not respond to automated cold-calls about debt

Thu, 19 Nov 2009 11:39:49 GMT

About twice a week, I run for the phone only to be greeted with an automated message from some company or other trying to sell me something. I usually curse under my breath and immediately hang-up. However yesterday, I received a slightly unusual one which caught my attention enough to listen to the whole message. The message started by saying "this is a public service announcement - don't hang up" and went on to announce that a "government scheme was launching in April which could write-off 100% of your debts." All you then had to do was press "2" to find out whether you qualified. I hung-up, a bit mystified.

It was official-sounding enough to hook you in, but as I thought about it, I remembered the government advice - "never trust a firm which says it can write-off 100% of your debts." And would a government scheme really use an automated cold-call to inform people about a new debt scheme? This had to be a claims management firm trying to reel me in ('In the News' on 11 Aug 09).

So, what would I have done if I was facing thousands of pounds worth of debt and an official-sounding man told me about a government scheme to help? I reckon I'd have gone for it. A scary thought.

(Source: Plebble.com)

AdviceCentre note: if someone cold-calls you about dealing with debt, hang-up. Do your own research and get your own advice - click here for a list of government-recommended places to go for help. And Click here for an article with information on chosing the right debt management company. Most of all, be wary - as the credit crunch continues to bite, there are more and more firms out there looking take advantage of people struggling with debt.

E.On sends out personal details of 817 customers in error

Wed, 18 Nov 2009 12:04:58 GMT

In a week of revelations about breaches of customer details by major companies (T Mobile 'In the News' on 18 Nov 09), E.On has admitted that it accidently sent the names, addresses, bank details and mobile phone numbers of 817 customers to the wrong people. E.On has apologised and is in the process of trying to contact all those affected.

(Sources: News.bbc.co.uk)

T Mobile employees sold customer details to rivals

Wed, 18 Nov 2009 11:52:30 GMT

Yesterday, the Information Commissioner who regulates the use of personal data, said he was investigating a serious breach after a major mobile phone company alerted his office that they had discovered that employees had been selling information about customers. T Mobile has now confirmed that it is the mobile company involved. Some T Mobile employees sold the names, contact details and contract dates of customers to brokers, who then sold the information onto to rival providers. These providers seem to have then used the information to cold-call T Mobile customers when their contract was ending to offer them deals.

With potentially millions of customers affected, the Information Commissioner has called this data breach the biggest ever of its kind. He is putting together a prosecution against those responsible and has called for custodial sentences for anyone found guilty of selling personal data. The Ministry of Justice is looking at the possibility of tougher penalties, which at the moment are a system of fines.

(Sources: News.bbc.co.uk, Guardian.co.uk)

AdviceCentre note: if someone cold calls you offering a deal on mobile, utilities, broadband etc..., take the details of the firm and the offer and then do your own research into whether it is the right deal for you - never sign-up there and then. If you were a T Mobile customer who accepted a deal because of a cold-call which you do not think was appropriate for you, contact the OFT/Trading Standards consumer advice service Consumer Direct for advice.

Beware of copy-cat and "bargain" shopping websites

Mon, 16 Nov 2009 12:11:54 GMT

Consumer and computer experts are warning consumers to be more aware of copy-cat and so-called "bargain" websites when shopping online. Copy-cat websites are where a fraudster sets up a website with a similar address and logos as a well-known brand, fooling the consumer into thinking they are buying from the genuine company. Most of these sites based overseas making them nearly impossible to control. Sometimes, these fraudsters will "phish" for customers by sending unsolicited emails with links to the fake sites. They can also "pharm" a site - ie. the consumer types in the correct address for a company but they are automatically diverted to the fake site. "Bargain" websites refer to sites which attract customers with very low prices, payment is taken, but the goods never appear.

Times Money has come up with some good tips for avoiding these scams:

1. Check the website address and contents for things like spelling mistakes - copy-cat sites are often set up in a rush and by people with English as a second language.

2. When you land on a webiste, check that the address in your browser bar is the same as the one you typed in - ie. check that you haven't been diverted to another similar, but fake site.

3. If you are shopping from an unfamilier company, particularly if they are offering unfeasibly low prices, do a general internet search on their name before you buy - often people who have already been scammed by a "bargain" website post up warnings on consumer forums like Plebble.

4. Make sure you have installed up to date anti-spyware, anti-virus and firewall software on your computer to guard against "pharming" attacks.

5. Pay using a credit card, not a debit card because you may then have some protection via Section 75 of the Consumer Credit Act - click here for Plebble's information on Section 75.

6. Never click on a link from an unsolicited e-mail.

(Sources: Times Online)

AdviceCentre note: the more aware you are about what a genuine, online retailer operating in the UK has to do by UK law, the more easily you will be able to spot the dodgy ones. Have a read of Plebble's Guide to Shopping Online for more detailed information. This includes information on your rights if things go wrong with a genuine online retailer.

If you are worried that you have given your credit or bank details to a dodgy company, speak to your bank or credit card provider immediately to prevent them from taking further money from your account.

Co-operative customers complain about poor internet banking

Mon, 16 Nov 2009 11:36:33 GMT

Co-operative bank customers have been complaining to BBC Radio 4's Monebox programme about the consistently poor quaility of Co-operative's internet banking service. The system does not appear to have the capacity it needs which means customers often cannot log-in for days or cannot access the data they require. The Co-operative Bank has admitted there is a problem and say they are hoping to have a new system in place by Spring 2010. In the meantime, they plan to put more staff in their call centre to help customers access services more easily via telephone banking.

Technical glitches over the summer caused problems for Royal Bank of Scotland and Barclays customers (last 'In the News' on 30 Jul 09).

(Sources: News.bbc.co.uk)

BA and Iberia agree merger deal

Fri, 13 Nov 2009 10:37:49 GMT

After over a year of negotiations (last 'In the News' on 15 Aug 08), British Airways and Iberia Airlines have finally agreed terms for a merger. Both brands will remain, but the combined airline would have 419 aircraft flying to 205 destinations, up from 141 BA destinations now. The deal still has a way to go. BA has to resolve its pension defecit problems and it has to be cleared by the European competition authority. If all goes well, the airlines should merge by the end of next year.

(Sources: News.bbc.co.uk)

Maclaren backs down over buggy safety cover

Fri, 13 Nov 2009 09:08:22 GMT

Following pressure from UK parents over why US but not UK customers could get safety kits from Maclaren to reduce the risk of finger amputation in their buggy's hinge mechanism ('In the News' on 10 Nov 09), Maclaren has backed down and said that they will now also issue the hinge cover to UK customers.

Parents who have a Maclaren buggy and want the hinge covers should email their name and address with the details of which model of buggy they own to advice@maclaren.co.uk or call 01327 841320.

(Sources: News.bbc.co.uk)

Carphone Warehouse launch customer service on Twitter

Thu, 12 Nov 2009 14:21:16 GMT

In the mould of @BTCare and others ('In the News' 11 Nov 09), Carphone Warehouse has just launched a customer service facility on Twitter. Customers who want to avoid the hassle of trying to get through to customer service can direct message @CPWCares on Twitter to try to get their problem sorted.

(Sources: Twitter.com)

AdviceCentre note: for more info, take a look at our Using Twitter to get better customer service article.

Unofficial strikes cause chaos for First Capital Connect customers

Thu, 12 Nov 2009 11:33:09 GMT

On Sunday all First Capital Connect rail services on the Great Northern Route were cancelled because drivers refused to work overtime. The same dispute has spilled over into this week causing a massive driver shortage: 50 services in Bedfordshire, Norfolk, Surrey, Sussex and Cambridgeshire and London were cancelled yesterday and today, nearly half of First Capital Connect's 400 Thameslink services on its Brighton to Bedford route will be cancelled. First Capital Connect has sought and gained government approval to introduce an amended timetable to try to deliver some consistency, whilst they work to resolve the dispute.

The MP for St. Albans raised an Urgent Quesiton in the House of Commons today. She was concerned that now that the government had approved a new, temporary timetable, customers may not be entitled to compensation. She also questioned whether First Capital Connect were in breach of their franchise because the cancellations have demonstrated that First Capital Connect's service was based on train driver's good will, which is no longer there.

(Sources: News.bbc.co.uk, Herts Advertisor.co.uk)

AdviceCentre note: click here for info on your passenger rights and how to complain to a train operator.

Believe or not, BT setting a customer service example

Wed, 11 Nov 2009 12:16:06 GMT

In recent years, BT has been among other large UK corporations who've struggled to improve their reputation for poor customer service. However, since the launch of their @BTCare service on Twitter, BT have been setting a great example to other companies on how to use the internet more proactively to deliver service. The @BTCare team not only reply to customers who get in touch on Twitter, they actively search for people tweeting about problems with BT and contact them. And then, unlike many other companies with a Twitter presence, the @BTCare team have the mandate to try to resolve the problem themselves rather than simply passing the customer on to the usual customer service or technical support teams.

Some examples from the last few hours:

1. Someone tweets: "Currently getting 512k broadband on a 8meg line. Well done BT"

@BTCare spots it and sends a direct message: "That's not good. Can you send me your account details to btcare@bt.com and I will look into this for you"

2. Someone tweets: "BT just called us to spam some BS credit card (yes a phone co selling us their own CC!). Um this is too late to cold call."

@BTCare spots it and sends a message to say: "Hi there. I am sorry you received a cold call Please email your BT a/c details to btcare@bt.com and I'll remove your details"

Not an 0870 number, overseas call centre, automated telephone system in sight - well done BT!

(Sources: Twitter.com)

AdviceCentre note: BT are not alone in delivering customer service on Twitter. Other notable examples are @EasyjetCare, @AsdaServiceTeam, @TalkTalkTips, @CPWCares (Carphone Warehouse) and @PlusNet. Click here for our guide to Using Twitter to get better customer service.

Orange sells record number of iPhones on first day

Wed, 11 Nov 2009 09:57:58 GMT

On the first day that Orange started selling Apple's iPhone, they sold over 30,000 handsets, possibly a record for a UK mobile phone launch. O2 lost its exclusive rights to sell the iPhone in November ('In the News' on 28 Sep 09) allowing Orange and Vodafone to secure deals to sell the popular handset. Vodafone will start selling the iPhone in the new year ('In the News' on 29 Sep 09).

(Sources: Guardian.co.uk)

US recall of Maclaren buggies sparks concern in UK

Tue, 10 Nov 2009 11:21:03 GMT

The pushchair-maker Maclaren USA has announced that it is recalling its single and double umbrella pushchairs in the US after 12 children lost their fingers whilst accidently putting them in the hinge mechanism when the buggy was unfolded. Models affected include the Volo, Triumph, Quest Sport, Quest Mod, Techno XT, Techno XLR, Twin Triumph, Twin Techno and Easy Traveller. Maclaren is issuing all US customers affected with a cover for the hinge to prevent any further injuries.

Maclaren says that they have consulted with UK trading standards and will not be recalling pushchairs sold in the UK. However, as the same models with the same mechanism are also sold in the UK, parents are questioning whether the same issue applies here.

(Sources: News.bbc.co.uk, Daily Mail.co.uk)

3 challenges Orange's claim to have biggest high-speed network

Tue, 10 Nov 2009 10:59:52 GMT

The mobile phone operator, 3 is taking Orange to the Advertising Standards Authority (ASA) over Orange's claim in its recent advertising campaign that it has the biggest high-speed mobile network in the UK. 3 says Orange's claims are confusing and misleading. The problem appears to be that each operator has different ways of calculating the extent of network coverage, making it very difficult to make fair comparisons.

The spat has occured despite the fact that Orange looks likely to end up having some sort of network co-operation with 3 after it merges with T Mobile who already has a network sharing agreement with 3.

The issue of network coverage has become bigger and bigger for consumers as new multi-media phones require better signals. The Communications Consumer Panel, which reports to the industry regulator, Ofcom, recently found that over 50% of mobile customers are not happy with their coverage ('In the News' on 6 Oct 09).

(Sources: Times Online)

AdviceCentre note: click here for info on avoiding the mobile coverage trap.

Consumer Focus names UK's "greenest" supermarkets

Tue, 10 Nov 2009 10:40:28 GMT

The consumer watchdog, Consumer Focus has published a report into how nine of the UK's main supermarket chains are doing on green issues. They looked at their greenhouse gas emissions, waste and sustainable fishing and farming and graded them accordingly.

Marks & Spencer and Sainsburys have the most to be proud of, rising from a C in 2006 to a B in 2007 and in today's report, they became the first to receive an A grade. Waitrose has consistently kept a B grade since the report's inception in 2006. Morrisons has also shown considerable improvement, rising from an E in 2006 to a C in today's report. The Co-operative and Tesco were also graded at C. Despite a temporary improvement to C in 2007, Asda has remained a D. The new entrants to the survey, Aldi and Lidl, were given a D.

In February, the Local Government Association looked at just one aspect of this report, the management of waste, and also found that Marks & Spencer was the best ('In the News' on 17 Feb 09).

(Sources: Consumer Focus.org.uk)

FSA tells banks to refund fraud first and quibble later

Mon, 09 Nov 2009 10:58:07 GMT

In one of its first moves as the new regulator of everyday banking ('In the News' on 29 Oct 09), the Financial Services Authority (FSA) has told banks that they must put the customer first in cases of fraud, even when the correct pin number has been used.

Some banks have been disputing repaying fraud in cases where the pin has been used, arguing that the customer must have been at fault ('In the News' on 29 Jun 09). Under the FSA's new rules, they must refund the fraud and then fully investigate how the disputed transaction happened. Then to dispute the fraud, they will need to find grounds for believing that the customer recklessly compromised their pin - just saying that the system is infallible therefore the customer must be at fault will no longer be enough. All the major UK banks say they are already complying with these rules.

(Sources: News.bbc.co.uk)

AdviceCentre note: if you are having problems sorting out fraud with your bank, take a look at Plebble's Guide to How to Complain about your bank or building society)

Asda cashier refuses to serve woman with 'Help For Heros' wristband

Fri, 06 Nov 2009 11:58:01 GMT

According to local news website, the Rossendale Free Press, a cashier in Asda refused to serve a customer in their Rochdale store because she was wearing a wristband for 'Help for Heros,' a charity supporting injured troops. The cashier allegedly said he would not serve her because she was "supporting the war." When the customer complained to the supervisor, she was apparently told that the cashier was entitled to his opnion and that he was right not to serve her. A spokesman for Asda said that the company are big supporters of 'Help For Heros,' that they wanted to investigate the incident and if found to be true, they would take it "very seriously."

(Sources: Rossendale Free Press.co.uk)

373 off licence stores to close

Fri, 06 Nov 2009 09:59:34 GMT

The administrators for the owners of the Threshers, Wine Rack, The Local, Bottoms Up, Victoria Wine and Haddows off licences have announced that 373 out of 1200 stores will close by 2 December. 53 of the closures will be in Scotland. The chain went into administration at the end of October ('In the News' on 30 Oct 09).

(Sources: Guardian.co.uk, News.bbc.co.uk)

Union calls off Royal Mail strikes after interim agreement

Fri, 06 Nov 2009 09:50:06 GMT

The Communication Workers Union and Royal Mail have come to an interim agreement which will mean no postal strikes at least until the new year whilst they discuss Royal Mail's moderisation plans in more detail. This will mean that today and Monday's planned strikes will not now go ahead ('In the News' on 2 Nov 09)

(Sources: News.bbc.co.uk)

EU rules could threaten 'right to return'

Thu, 05 Nov 2009 10:46:42 GMT

Under UK consumer law, all consumers have the right to a refund if they return goods which were faulty when they bought them within a reasonable timeframe. However, according to the Law Commission, if new EU rules as they currently stand come into force, consumers may only have the right to a repair or replacement. The government says it is working on persuading the EU to ammend the rules to include a right of return.

(Sources: News.bbc.co.uk)

Plebble AdviceCentre: click here for more information on your rights when returning an item and here for information on your rights when buying online, by telephone or mail-order.

�1,000 rail fare provokes outrage

Wed, 04 Nov 2009 10:52:30 GMT

A rail expert called Barry Doe recently conducted a survey of long-distance rail fares and found that the UK now has a �1,000 rail ticket. This is the price for travelling first class from Newquay in Cornwall to Kyle of Lochalish in the Scottish Highlands if you do not book a ticket in advance. This is despite the fact that for two legs of the journey the trains have no first class to use. Doe says long-distance prices have gone up by three times the price of inflation since privatisation of the rail network. The Newquay-Kyle of Lochalish fare would have been just �486 as recently as last year.

Cross Country Trains sells the ticket and shares the journey with First Great Western and Scotrail. They say that no one has yet bought the ticket and point out that there is an advance fare available for �561. Critics, including opposition MPs, have described the fare as "scandalous" and are calling for the government to improve regulation of rail fares.

A Which? survey recently discovered that the train ticket system was so complicated that in 4/10 cases not even National Rail Enquiry staff were able to quote customers the best fare ('In the News' on 21 Aug 09).

(Sources: News.bbc.co.uk)

OFT launches review of debt management firms

Wed, 04 Nov 2009 10:33:12 GMT

The Office of Fair Trading (OFT) has announced that it plans to review the debt management market to ensure firms are up to scatch. They will be looking out for things like misleading advertising, poor advice and fees. The review will include an online form which any consumer can use if they have a concern about a debt management company. Click here for a link to the form.

The review has come about amid concerns about how much the debt management industry has grown and become more complex since the recession. Separately, the Ministry of Justice is looking at whether they need to introduce formal regulation of the industry. They are expected to make an announcement on this early next year.

(Sources: OFT.gov.uk, News.bbc.co.uk)

Plebble AdviceCentre note: click here for a list of government-recognised organisations who help with debt problems and here for more information on debt managment plans and how to chose the right firm.

What goes and what stays in RBS & Lloyds TSB sell-off

Wed, 04 Nov 2009 10:21:46 GMT

More detail has emerged about the future structure of the Royal Bank of Scotland and Lloyds TSB banking groups after the government announced that they would have to sell-off parts of their business to improve competition ('In the News' yesterday).

Over the next four years RBS will have to sell its Green Flag breakdown, Direct Line, Churchill and Privilege insurance brands, all Natwest branches in Scotland, some RBS branches in England and Wales and the now defunct Williams & Glyn brand name. In the same timeframe, Lloyds TSB will have to find buyers for all its branches in Scotland, some branches in England and Wales, all its Cheltenham & Gloucester branches and its online banking brand, Intelligent Finance. Both banks say that until buyers are found all these companies will be operating as normal.

(Sources: Times Online, News.bbc.co.uk)

M&S to start selling other food brands

Wed, 04 Nov 2009 09:54:25 GMT

Marks & Spencer has announced that it has started selling other food brands alongside its own products for the first time since the 1950s. M&S want to bridge the sales gap with Waitrose who overtook them over the summer ('In the News' on 22 Jul 09).

(Sources: Times Online)

BA cabin crew could strike over Christmas period

Tue, 03 Nov 2009 11:16:07 GMT

British Airways cabin crew are being balloted over possible strike action. The deadline for the vote is 14 December, raising the possibility of BA strikes over the crucial Christmas period. BA workers are angry over management proposals aimed at cutting costs after BA made its largest loss since privatisation ('In the News' on 31 Jul 09).

(Sources: Times Online)

What does Standard Life-Barclays merger mean for you?

Mon, 02 Nov 2009 11:06:56 GMT

Following the news that Barclays is to buy the Standard Life Bank ('In the News' on 27 Oct 09), the Times has published a useful article detailing how the merger will affect you if you are a Standard Life customer: Times Online.

The most important thing to take note is that, once the merger goes through, Standard Life will operate under the same banking licence as Barclays. So, if you have savings in Barclays and Standard Life, you would only be covered under the Financial Services Compensation Scheme for �50,000 spread across both Barclays and Standard Life. Click here for more information on spreading the risk to your savings.

(Sources: Times Online)

Restructuring of banking sector could see 3 new retail banks

Mon, 02 Nov 2009 11:03:59 GMT

Under pressure from the European Union's competition body, the Chancellor has confirmed that the three banking groups operating with state aid, Northern Rock (nationalised), the Lloyds Banking Group (43% taxpayer-owned) and the Royal Bank of Scotland group (70% taxpayer-owned) will be broken-up and parts sold-off to improve competition in the retail banking market. As a result we could see three new banks operating in the market over the next 3-4 years.

The exact nature of any sell-off has yet to be agreed, but it could see Lloyds and RBS losing brands like Cheltenham & Gloucester (Lloyds), the TSB (Lloyds), Williams and Glyn (RBS), Natwest branches (RBS) and Churchill and Direct Line insurance (RBS). After the government succeeded in getting EU approval, their plans to split Northern Rock into a 'good' and 'bad' bank look set to go ahead. The 'good' bank will be sold-off and the 'bad' bank will remain under government control.

Tesco and Virgin Money have been tipped as potential buyers.

(Sources:News.bbc.co.uk, News.bbc.co.uk, Guardian.co.uk)

Departure tax increases come into force

Mon, 02 Nov 2009 10:42:55 GMT

The tax that each passenger pays to take a flight from the UK, known as the Air Passenger Duty, rose from 1 November and there will be another increase from November next year. Whereas before there was one charge for short haul flights (�10 for economy) and a larger fee for long haul flights (�40 for economy), the new system is more complicated with flights falling into four bands based on the distance between London and the capital city of the country the flight is going to.

The new Air Passenger Duty charges are:

Journeys less than 2,000 miles: �11 for economy, �22 for all premium tickets (including premium economy)

Journeys between 2,001 and 4,000 miles: �45 for economy, �90 for all premium tickets (including premium economy)

Journeys between 4,001 and 6,000 miles: �50 for economy and �100 for all premium tickets (including premium economy)

Journeys over 6,000 miles: �55 for economy and �110 for all premium tickets (including premium economy)

Along with business and luxury travellers, families going on long haul holidays who chose premium economy tickets will face the largest hikes.

The Association of British Travel agents called the new tax "socially useless." British Airways called the increases "bad news" and "completely unjustified" and Virgin Atlantic raised concerns about the affect on an already struggling aviation industry ('In the News' on 31 Jul 09).

(Sources: News.bbc.co.uk)

New Royal Mail strike days announced

Mon, 02 Nov 2009 10:22:05 GMT

The Communication Workers Union have announced two more strike days for Royal Mail workers: Friday 6 and Monday 9 November. Negotiations last week between Royal Mail management and the union failed ('In the News' on 29 Oct 09), but talks are continuing.

(Source: News.bbc.co.uk)

Watchdog probe finds BT charging for repairs outside home

Fri, 30 Oct 2009 11:54:45 GMT

If you get a fault with your telephone, it should be very clear when you do and do not have to pay: if the fault is outside the home (ie. from the exchange up to where it enters your master socket), BT pays. If the fault is to do with your internal wiring then you pay, usually a flat fee of �125. However, the BBC's Watchdog programme has looked at least 3 instances where BT tried to make customers pay for repairs outside their homes, in one case charging �300. When the customers refused to pay, BT passed their details onto a debt collection agency.

BT has now rectified these cases, but it does go to show, you cannot always rely on companies getting their charging right.

(Sources: Bbc.co.uk/Watchdog)

Plebble AdviceCentre note: If you think you might have been treated unfairly by BT or another telecomms company, contact the OFT/Trading Standards consumer advice service Consumer Direct and/or the industry regulator Ofcom for advice.

Threshers & Wine Rack go into administration

Fri, 30 Oct 2009 11:11:30 GMT

As expected ('In the News' on 28 Oct 09), the owners of the high street off licence chains Threshers and Wine Rack have gone into administration. Administrators are hoping to sell Threshers and Wine Rack as going concerns but, whilst all stores will remain open for the time being, some stores are likely to close.

(Sources: Times Online)

FSA to start regulating everyday banking

Thu, 29 Oct 2009 10:26:41 GMT

From 1 November 2009, the Financial Services Authority (FSA) will begin regulating everyday banking, covering everything from direct debits, payments, instant access and savings accounts through to unauthorised transactions and notification of interest rate changes.

Currently banks set standards and regulate themselves via the Banking Code Standards Board ('In the News' on 5 Nov 08). Once the FSA takes over, they will set minimum standards and will be able to investigate and fine companies who do not comply. Standards will include things like speeding up payments between accounts, adequate notice of changes in terms and conditions, and smoothing the procedure for querying an unauthorised or unexpected transaction.

From 1 November 2009, the FSA will also begin regulating companies who transmit money overseas and for the first time, customers of these companies will have the protection of the Financial Ombudsman Service. The Office of Fair Trading (OFT) will continue to regulate overdrafts, credit cards and loans under the Consumer Credit Act.

(Sources: FSA.gov.uk)

AdviceCentre note: Click here for information on what to do if you are having an issue with your bank or building society.

Click here for more information on who regulates what and where to go for help with consumer problems.

Swinton fined for mis-selling payment protection insurance

Thu, 29 Oct 2009 09:57:36 GMT

The insurance brokers, Swinton Group, have been fined by the Financial Services Authority (FSA) for mis-selling payment protection insurance (PPI) with their car and home insurance. Between December 2006 and March 2008 Swinton wrongly automatically included PPI in their premiums without establishing whether the customer wanted it. Swinton will now contact the 350,000 customers affected to offer them a refund on the PPI premiums.

In February, the FSA became so concerned about how PPI was being sold that it banned all finance companies from selling single-premium PPI with unsecured loans ('In the News' on 25 Feb 09).

(Sources: Times Online)

AdviceCentre note: click here for more information on PPI and what to do if you think you have been mis-sold it.

Talks fail to prevent second Royal Mail strike

Thu, 29 Oct 2009 09:41:57 GMT

The second nationwide Royal Mail strike has started today and will last until Saturday after talks between the Communication Workers Union (CWU) and Royal Mail failed yesterday afternoon (last 'In the News' on 23 Oct 09). The CWU said they expected further strikes to follow.

(Sources: News.bbc.co.uk)

Threshers and Wine Rack face threat of administration

Wed, 28 Oct 2009 10:47:25 GMT

The high street off licence brands, Threshers and Wine Rack are facing store closures after being hit by declining sales and the withdrawal of credit insurance.

Less than a month ago another high street off licence chain, Wine Cellar went into administration ('In the News' on 2 Oct 09).

(Sources: Guardian.co.uk)

Trading Standards Institute issues advice about selling gold

Tue, 27 Oct 2009 12:18:22 GMT

The Trading Standards Institute (TSI), which is the trade body for all local trading standards authorities in the UK, has issued a warning to anyone considering selling gold. As the price of gold has risen, selling-off unwanted jewellery has become more popular and more traders have entered the market, some more scrupulous than others. The most common pitfall is the massive disparity between what different traders will pay for gold - the TSI is urging people to shop around.

If you are thinking of selling gold, the TSI recommends the following:

1. Never deal with people who visit your home asking if you have any jewellery to sell as they may be rogue traders or even would-be burglars.

2. Don�t respond to adverts offering to buy your gold if the trader has no fixed premises.

3. Remember that if someone tells you that they will give you x amount for your piece of jewellery, that is not the same than saying that this given piece is worth that amount. Get several quotes to make sure you are getting a fair offer for your jewellery.

4. Make sure your jewellery is weighed with accurate scales, verified and stamped by an authorised person, before you are given a price for it.

5. If your jewellery contains any precious stones be sure that their value is taken into account. If in doubt get such items valued by a reputable jeweller first.

6. Any precious metals dealer is required to display a hallmarking notice in the location where he deals with customers � it is an offence not to do so.

7. Look for the carat marking on your jewellery�s hallmarking stamp to check the gold�s purity � it is likely to be either 9 or 18 carat.

(Sources: Trading Standards.gov.uk)

Warning! Deposit Protection schemes do not protect landlords

Tue, 27 Oct 2009 11:54:35 GMT

In a tale bearing similarities to the collapse of Inzo Estate Agents earlier this year (last 'In the News' on 6 May 09), a landlord has highlighted the dangers for landlords if a lettings agency goes into liquidation, in this case, Tower Property Services.

By law, when a tennant pays a deposit, the money has to be protected by a government-approved deposit protection scheme. Most landlords who let through an agency allow the agency to organise this and believe the money is protected from all evenutalities. However, if the agency goes bust and disappears with the deposit, then the landlord has no protection. The schemes are solely designed to protect the tennant and so in this scenario, the landlord has to find the cash to repay the deposit to the tennants themselves.

The National Landlords Association has suggested that amateur landlords consider holding onto deposits themselves, which is legal as long as they put the money in a ring-fenced account and ensure it is protected by a deposit protection scheme. Landlords are also advised to use an agency who is a member of the Assocation of Residential Letting Agents (Arla) - in this case, had Tower Property Services been a member of Arla, the landlord would have been able to claim the lost deposit from their 'Client Money Protection Scheme.'

The National Landlords Association is calling for proper regulation of the lettings business.

(Sources: Guardian.co.uk)

Government proposes new curbs on credit card providers

Tue, 27 Oct 2009 11:20:57 GMT

In a follow up to proposals announced in March ('In the News' on 17 March 09), the government is consulting on proposals to bring in new rules for credit card providers. The four main proposals are:

1. To force credit card companies to allow customers to pay off debt with the highest interest rates first. Companies currently tend to allocate payments to a customer's cheapest debt first, thereby ensuring that the customer pays the maximim in interest charges.

2. To raise the minimum monthly repayment level to ensure customers pay off debts quicker. Some companies currently set their minimum monthly repayments so low that customers are either not eating into their actual debt at all or could take 20-30 years to repay the whole debt, thereby accruing massive interest charges over time.

3. To ban the practise of increasing a customer's credit limit without their consent. Some experts believe that companies suddenly increasing limits can encourage customers to go into debt they didn't need.

4. To introduce tighter rules on companies increasing the interest rate on existing debt without "proper explanation".

(Sources: Times Online)

Barclays buys Standard Life Bank

Tue, 27 Oct 2009 10:51:40 GMT

The Barclays banking empire grew today after it announced that it has bought the banking arm of Standard Life. This is the latest in a long line of bank and building society mergers ('In the News' on 21 Jan 09), fueling fears that consolidation of the market could harm competitiveness and therefore value for consumers.

(Sources: Times Online)

Halifax & Bank of Scotland sting authorised overdraft users

Fri, 23 Oct 2009 11:14:23 GMT

Last month, the Halifax and Bank of Scotland announced that it was cutting overdraft charges ('In the News' on 22 Sep 09). However, consumer champions have been pointing out that whilst those who use an unauthorised overdraft will be better off, there is a significant sting in the tale for those customers who regularly use an authorised overdraft (a limit pre-agreed with the bank).

The Halifax and Bank of Scotland are moving to a structure of daily charges, including charges for using authorised overdrafts - �1 a day for under �2,500 and �2 a day for over �2,500 overdrawn. The consumer organisation, Which? says that for a person who is �100 overdrawn using an authorised overdraft, this is the equivalent of paying 365% APR. The BBC's consumer programme, Watchdog says that if a customer stays �10 overdrawn without realising it, this is the equivalent of paying 3650% interest over a year.

According to Watchdog, a customer who is just �56 overdrawn for 10 days every month would currently pay �64 a year in interest charges. Under the new system, they will have to pay double at �120. If overdrawn for 20 days every month, then they will pay nearly four times the existing interest charges at �240. In other words it is not the amount overdrawn that customers will pay for, but the length of time. So those who regularly slip even just a little into their authorised overdraft facility are going to be hit the hardest.

Halifax has defended the new system by arguing that the majority of their customers do not use their overdraft facilities and that they will work with customers who are concerned.

The new system will start on 6 December so if you are worried about how this will affect you, get in touch with Halifax or Bank of Scotland now.

(Sources: Guardian.co.uk, Bbc.co.uk/watchdog)

AdviceCentre note: if you are struggling to resolve an issue with your bank, take a look at Plebble's Guide to How to Complain about your bank or building society.

Car insurance premiums rising at fatest rate ever

Fri, 23 Oct 2009 10:54:26 GMT

According to data collected by the AA, car insurance premiums are rising faster that at any time since they started looking at the data 15 years ago. Premiums went up an average 14% since October with young people facing the largest rises. The accelarating premiums are being put down to insurance companies having problems finding investment in the recession, increased payouts, a rise in fraud and a rise in personal injury claims.

Last summer, the AA reported the fatest rise in premiums for 10 years ('In the News' on 30 Jul 08).

(Sources: Guardian.co.uk)

Zurich loses data of 51,000 UK customers

Fri, 23 Oct 2009 10:45:11 GMT

Zurich Insurance has admitted that it has lost a disc containing the personal data, including some bank details, of 51,000 UK customers. Zurich, who discovered the loss recently, said they could not account for its whereabouts since over a year ago, but that there was no evidence that any customer's bank accounts have been tampered with. They have written to all the customers affected and have promised to tighten their procedures.

Zurich has set up a helpline for customers who are worried about the data breach: 0800 0152183 (+44 1709 764401 for customers outside the UK).

This breach is the latest in a series of high profile data losses by government, banks, other businesses and even the BBC ('In the News' on 8 Aug 08).

(Sources: Times Online)

Royal Mail union announces another strike next week

Fri, 23 Oct 2009 10:35:59 GMT

As the Royal Mail strike enters its second day ('In the News' on 22 Oct 09), the Communication Workers Union has announced a further 3-day strike due to start next Thursday. The continuing action has increased the chances of severe disruption to Christmas post.

(Sources: News.bbc.co.uk, Guardian.co.uk)

Mobile phone deals too complex and numerous

Thu, 22 Oct 2009 11:13:08 GMT

The consumer watchdog, Consumer Focus has carried out a survey of mobile phone users. Two-thirds of those asked thought there were too many mobile phone tariffs in the market. Consumer Focus' telecoms expert thinks that:

"With 1.3 million deals on the market and packages offering different allocations of voice minutes, text messages and data allowances as well as bundled deals, it is no wonder consumers are bewildered. As a result, people often end up signing up for an unsuitable package and overspending."

Consumer Focus plans to raise complex tariffs, poor price transparency, quality of service and coverage problems with the industry regulator, Ofcom.

(Sources: Consumer Focus.org.uk)

AdviceCentre note: Consumer Focus has issued the following tips on how to get a better deal on your mobile phone:

1. Use an Ofcom-accredited price comparison website when comparing mobile tariffs. Billmonitor is currently the only accredited comparison site.

2. Don�t pay for services that you won�t use. Think about the functions you want � voice calls, texts, internet browsing, emails, applications � and choose a package that most closely matches your needs.

3. If you have a contract, be aware of its end date, and don�t be shy about contacting your mobile operator to negotiate a better deal.

4. Look out for additional �hidden� charges when choosing a phone, especially if you opt for pay-as-you-go, where these charges can be more common.

If you are having a problem with your mobile phone provider, take a look at Plebble's Guide to How to Complain about your mobile phone provider.

M&S and WHSmith websites easiest to use

Thu, 22 Oct 2009 11:00:07 GMT

The web usability consultancy Webcredible has assessed the websites of high street brands to see how user-friendly they are. Marks & Spencer and WHSmith came out on top. M&S website, which has recently been updated, improved from ninth position last year. John Lewis came out third and Boots was forth.

Webcredible looked at browsing, navigation, the checkout process, searching and product display pages. Overall Webcredible found that the usability of websites has improved.

(Sources: News.bbc.co.uk)

2-day postal strike begins

Thu, 22 Oct 2009 10:41:33 GMT

After talks to avoid the strikes failed ('In the News' on 16 Oct 09), a 2-day nationwide strike by Royal Mail workers has begun. And the Communication Workers Union has said that it will be announcing further strikes shortly.

(Sources: Guardian.co.uk)

Microsoft's Windows 7 goes on sale from midnight tonight

Wed, 21 Oct 2009 11:02:58 GMT

Less than 3 years after the launch of its last operating system, Vista (last 'In the News' on 22 Jul 09), Microsoft is launching a new operating system for PCs, Windows 7. The features are more geared towards the growing trend for multimedia applications and the storing of data on the internet.

Microsoft hope Windows 7 will get a better reception than Vista, which left many users disappointed. Some computer stores, such as PC World's flagship store on Tottenham Court Road in London plan to open at midnight tonight to sell the system to those extra keen to get their hands on it.

(Sources: News.bbc.co.uk)

Last chance for UK savers to claim money from Icesave

Wed, 21 Oct 2009 10:53:32 GMT

When Icesave, the online bank for the Icelandic bank Landsbanki, went bust in October 2008, thousands of UK savers feared they would lose their savings. The UK government stepped-in to guarantee that these savers would be compensated under the UK's Financial Services Compensation Scheme ('In the News' on 5 Nov 08). Most have put in their claims but almost 1,600 savers have yet to do so. The deadline is 30 October. So the FSCS is reminding all those remaining savers to get their claims in now.

(Sources: News.bbc.co.uk)

AdviceCentre note: click here for AdviceCentre information on the FSCS and spreading the risk to your savings

BAA finds buyer for Gatwick airport

Wed, 21 Oct 2009 10:05:09 GMT

The days of BAA's stranglehold over London's 3 main airports may soon be over after BAA announced it has agreed the sale of Gatwick airport to an investment group, which also owns London City airport. The sale follows the Competition Commission's order earlier in the year for BAA to sell Gatwick, Stansted and one of either Glasgow or Edinburgh to improve competition in the market ('In the News' on 18 Mar 09).

(Sources: Times Online)

Family locked-in Natwest after staff forget about them

Tue, 20 Oct 2009 11:01:36 GMT

In a spectacular security and customer service failure, a family, including a 16-month baby, from Fulwood, Lancashire found themselves locked-in to their local Natwest branch after staff forgot about them and went home for the day. They had gone in to close their daughter's account after her sudden death aged 25. A member of staff put them in a side-room and went off to photocopy forms. After a while they realised the member of staff was not returning and that everyone had gone home. They set off the alarm and the cleaner found them shortly after. Needless to say they have lodged a formal complaint.

(Sources: Times Online)

AdviceCentre note: if you need to complain to about your bank or building society, click here for an AdviceCentre guide.

'Scareware' scam warning

Tue, 20 Oct 2009 10:36:15 GMT

Consumer organisations have issued a warning about so-called 'scareware' scams. This is where a fraudster issues a pop-up message on a computer, which tells the user that their computer has been infected with a virus and that that they need to click to download a virus protector to fix the problem. However, once installed, the virus proctecting software allows the fraudster to track the user's key strokes on the computer, allowing them access to information such as bank details.

Consumer Focus Wales has issued the following tips to avoid this kind of fraud:

1. Treat every pop up with suspicion, even if on a trusted site.

2. Install trusted anti-virus and anti-spyware software and keep it up to date. Install firewall software or check to ensure that your system's firewall is turned on. Also, ensure you have installed the latest system updates which often repair security flaws in your computer's operating system.

3. Always use the latest version of your browser of choice and enable its pop up blocker.

(Sources: Consumer Focus.org.uk)

FSA propose new rules for mortgage market

Mon, 19 Oct 2009 10:31:19 GMT

The Financial Services Authority (FSA) has announced proposals for tighter rules governing the UK's mortgage market. The proposals include making banks accountable for the affordability of a mortgage and a ban on self-certified mortgages. Banks will have to show that they have checked a customer's income, existing loans and spending habits before they offer the mortgage.

The proposals will now go into a period of consultation and a further report will be published in March 2010.

(Sources: Guardian.co.uk, Times Online)

Nationwide postal strike announced

Fri, 16 Oct 2009 10:14:30 GMT

Following Royal Mail workers vote to strike ('In the News' on 8 Oct 09), the union has announced two 24-hour strikes on Thursday 22 October and Friday 23 October. Talks to avert the strikes are continuing.

(Sources: News.bbc.co.uk)

OFT launches investigation into online pricing tricks

Fri, 16 Oct 2009 10:02:34 GMT

The Office of Fair Trading (OFT) has announced an investigation into unfair pricing tricks by retailers, primarily online. They will look at:

1. Targeted pricing: a practice where online retailers use the customer's internet history to tailer advertising and/or charge differing prices because they can predict how likely they are to buy.

2. Price comparison websites: the growth of price comparison sites has sparked demands for an industry code of practice to ensure fair comparisons.

3. Drip pricing: a practice where retailers or comparison sites advertise a price and then add subsequent fees such as transaction and/or handling fees later.

4. Baiting sales: a tactic to draw-in a customer by advertising a sale which then turns out to be unavailable.

5. Complex pricing: three-for-two or two-for-one offers which make direct price comparisons difficult.

6. High-low pricing: a practice where a retailer advertises an intentionally inflated price so they can show a signficant discount.

The investigation is due to take a year and could lead to some firms being prosecuted.

(Sources: Times Online)

AdviceCentre note: take a look at Plebble's Guide to Shopping Online for information on your rights and how to avoid common pitfalls.

London bus, tube and congestion charge fares to rise

Fri, 16 Oct 2009 09:48:01 GMT

London's mayor has announced that London transport fares are to rise above inflation from January 2010 to plug a funding gap. Bus fares will go up 12.7% and tube fares 3.9%. The congestion charge will go up from �8 to �10 for non-registered users and to �9 for registered users.

(Sources: Guardian.co.uk)

Card customers put at fraud risk by call centres

Fri, 16 Oct 2009 09:41:40 GMT

According to a survey of call centre managers conducted by Veritape, an audio-recording company, 97% of call centres are putting customers at risk of credit card fraud by failing to delete recordings of customers giving their card details. Despite being against all the industry guidelines, the details are being stored on call centre computers, leaving them vulnerable to hacking by fraudsters. Of the 97% who failed to comply, a significant 39% said they weren't even aware that they must not keep card details after the transaction has gone through.

The latest research done by the Association of Payment Clearing Systems revealed that card fraud has continued to rise, despite the introduction of chip & pin ('In the News' on 20 Mar 09).

(Sources: Times Online)

Actimel advert about benefits for children banned

Thu, 15 Oct 2009 09:41:22 GMT

The Advertising Standards Agency (ASA) has banned an advert about the yoghurt drink, Actimel, which seemed to claim that its benefits for children were scientically proven. The ASA found that Danone, who make Actimel, could not show enough scientific evidence relating to children to back this up.

Earlier in the year, the ASA banned an Ebay poster for being misleading ('In the News' on 22 Apr 09).

(Sources: News.bbc.co.uk)

Sky launches rival to iTunes

Mon, 12 Oct 2009 15:52:23 GMT

Sky has launched Sky Songs, a music download service, designed to rival iTunes. However, unlike iTunes, users cannot pay per track, they pay a monthly subscription charge to download a certain number of tracks or albums - eg. �6.49 gets you one album or 10 individuals tracks. Users also get unlimited streaming.

(Sources: News.bbc.co.uk)

Royal Mail workers vote for nationwide strike

Thu, 08 Oct 2009 12:53:36 GMT

Royal Mail workers have voted for a nationwide strike which increases the prospect of widespread disruption of Royal Mail services before the end of the month (last reported 'In the News' on 17 Sep 09).

If you are confused about what this disruption is all about, the BBC has put together a useful Q&A article on the dispute.

(Sources: News.bbc.co.uk)

Bank of England holds interest rates for 7th month

Thu, 08 Oct 2009 12:26:08 GMT

As widely expected, the Bank of England has held the base interest rate at 0.5% for the seventh consecutive month.

(Sources: News.bbc.co.uk)

Banks agree to make account charges more transparent

Thu, 08 Oct 2009 11:07:13 GMT

Following criticism from the Office of Fair Trading (OFT) and European Union (last 'In the News' on 23 Sep), UK banks have agreed with the OFT that they will make charges on current accounts more transparent and changing banks easier. This is all designed to make it easier for consumers to compare and then move to deals at different banks.

The banks have undertaken to:

1. to provide an annual summary of the cost of an account to each customer

2. to display charges prominently on monthly statements

3. to provide a range of example overdraft charges for different situations

4. to minimise problems resulting from transfering direct debits to another bank

5. to publish a consumer guide and website to improve awareness of the switching process

The banks plan to bring in the changes within two years.

(Sources: Times Online)

AdviceCentre note: the OFT/Trading Standards consumer advice service, Consumer Direct has a useful guide on what to think about when you are shopping around for a current account: Consumer Direct guide to current accounts. If your bank is causing problems with switching, take a look at Plebble's guide to How to complain about your bank or building society.

MemberNews: Please Help Raise Money for CARA

Wed, 07 Oct 2009 11:48:58 GMT
CARA (Charity No.: 1101373) is an independent international charity that relies on its members and the generosity of the public in securing donations and legacies so that it can continue the work it provides. As it needs your support to improve the lives of the poor and build a stronger community in Africa and the UK, all funds raised are used to support causes where they can �make a difference�. CARA's objectives are to relieve poverty, sickness, HIV/AIDS, cancer, hardship and to provide overseas aid, water/sanitation, free counselling, community law centre, legal advice, debt advice, immigration advice, employment advice, job search advice, translation, welfare advice and benefits for lonely, needy old people, disabled, and underprivileged children and other persons in the UK and Africa. CARA - Charity Reg. No. 1101373 - Company Reg. No. 06673504 - HMRC No.: XT12788 - ICO No.: Z154587X - Registered Office Address: 18-22 Ashwin Street, Dalston, Hackney, London E8 3DL United Kingdom (UK) - Tel: +44(0)20 7254 6415 - Mob.:+44(0)7956 95 26 45 - Fax: +44(0)872 115 8436 - Email: caraas@hotmail.com

Thousands forced to replace equipment after Freeview re-tune

Wed, 07 Oct 2009 11:42:49 GMT

The Freeview re-tune, which meant that everyone with a digi-box or digital TV had to re-tune from 30 September to retain channel five and to pave the way for HD television ('In the News' on 29 Sep 09), is fast turning into a fiasco. Freeview's telephone helpline and website has been overloaded by thousands of customers complaining about lost channels and equipment failures.

An estimated 460,000 viewers were expected to lose access to ITV3 and ITV4. However, viewers have also been reporting that they have lost other channels such as BBC Three. Freeview recommend that those affected use their online postcode checker to see which channels should be available and if missing some, to try re-tuning again.

An estimated 20,000 set-boxes and digital TVs have stopped working altogether - eg. are now unable to remember the channels, forcing those affected to re-tune everytime they want to watch. The boxes which will no longer work include the Daewoo models DS608P and SV900, Labgear DTT100, Triax DVB2000T and Bush IDVCR01 (click here for more information on the products affected). Freeview says that those in this situation will have to get new equipment and advises contacting the manufacturer.

The regulator for digital TV, Ofcom, has not yet commented on the problems caused by the re-tune.

(Sources: Freeview.co.uk, News.bbc.co.uk, Telegraph.co.uk)

AdviceCentre note: if you are having problems re-tuning your equipment, take a look at the TV Retune website for troubleshooting ideas. If you have been one of those affected by lost channels or defunct equipment and want to air your feelings to the industry regulator, contact Ofcom. Ofcom will not help to resolve individual problems, but they are there to regulate the industry on behalf of the consumer and your information may feed into a wider investigation.

Over 50% of mobile consumers have coverage problems

Tue, 06 Oct 2009 11:02:16 GMT

The Communications Consumer Panel, which advises the mobile industry regulator, Ofcom has carried out research which indicates that 56% of consumers with mobiles have difficulties with signal coverage. Poor signal is causing problems with doing simple things like voice calls and text messaging, let alone accessing more advanced features such as mobile broadband.

The difficulty comes when a consumer becomes tied into a contract with a mobile operator and then subsequently discovers that they do not get the coverage where they need it. The Consumer Panel is recommending that all mobile contracts should have a "try before you buy" period. O2, Vodafone and T Mobile say they already allow customers to leave a contract if they are not getting the signal they expected - eg. O2 gives all customers who buy directly from them a 14 day cancellation period. Orange allows customers to check their coverage in-store before they buy and pointed out that environmental factors mean that no mobile operator can guarantee continuous signal.

(Sources: News.bbc.co.uk, Guardian.co.uk)

AdviceCentre note: click here for advice on avoiding the mobile coverage trap.

Customers face hikes in cost of British Gas HomeCare

Mon, 05 Oct 2009 11:47:06 GMT

British Gas has introduced a new pricing structure for it's HomeCare insurance scheme, a policy which insures customers against central heating and plumbing problems. Rather than a flat-fee, the new pricing structure is based on risk factors like the age and make of the boiler and the size of house. The change has left thousands of customers facing increases in premiums of up to 50%.

The price changes have come at the same time as the consumer organisation, Which? warned that 90% of HomeCare customers would be better off putting the money they pay in premiums into a simple savings account.

Judging by customer views on Plebble, British Gas' HomeCare scheme needs some improving: click here to view their thoughts on HomeCare and here for more general views on British Gas.

(Sources: Guardian.co.uk)

MemberNews: A New Range of Personalised Money Box Gifts

Sun, 04 Oct 2009 10:37:35 GMT
Pure-Light.co.uk has recently lauched a stunning range of Personalised Money Box Gifts perfect for Christening gifts, Children's gifts or any New Baby gift. All Money Box gifts allow for a personal name, date or message to be professionally engraved in order to create a truly special gift that will be loved and appreciated. Our Money Box range is growing daly and currently consists of a wide range of silver plated, fun money boxes to suit every child. A football Boot Money Box, an Elephant, a Piggy Bank, a Mini Car, a Helicopter, a Cow, a Fire Engine, a Train or even a Sheep. These are just some of the Money Box gifts we have to chooses from. Pure-Light also tries to maintain a high level of customer service and we offer two delivery methods, standard an optional Next Working Day for customers who need gifts as soon as possible. Pure-Light have an excellent range of personalised gifts suitable for Christenings, Birthdays, Weddings or any special occasion.

61 Wine Cellar branches close

Fri, 02 Oct 2009 10:42:19 GMT

The off-licence chain, Wine Cellar, which trades as Booze Buster and Simply Drinks, has gone into administration. 61 stores have closed. The remaining 109 shops have been bought up and for the moment, remain open.

Despite talk of signs of slow economic recovery, the list of high street stores who have been forced to close continues to grow. Last week Black's Leisure were forced to close 89 loss-making Blacks, Millets and Freespirit stores ('In the News' on 30 Sep 09).

(Sources: Mirror.co.uk)

Asda to give customers more say in how stores are run

Fri, 02 Oct 2009 10:31:08 GMT

The UK supermarket chain, Asda has hit out at traditional customer loyalty schemes involving points and vouchers and instead has launched a programme designed to increase customer loyalty by giving customers more say in how the business is run. Asda plans to consult 18,000 regular Asda customers on things like product development and packaging.

Asda has also launched a new website which includes a webcam in a processing plant and a webcam in a dairy. The idea is for customers to be able to see and have input into every aspect of the business.

(Sources: Your Asda.com, Wall Street Journal.com, Guardian.co.uk)

Ryanair removes all airport check-in desks from today

Thu, 01 Oct 2009 10:38:39 GMT

From today, Ryanair has removed all its check-in desks at airports. All passengers will have to check-in online at least 4 hours before the flight and print off their boarding card and bring it to the airport. Anyone who forgets their boarding card will have to pay �40 to have it reprinted at the airport.

The add-on fee for checking-in online is �5 for each flight, so �10 for a return. The UK air passenger watchdog, the Air Transport Users Council plans to report Ryanair to the Office of Fair Trading (OFT) over the charge, which it argues is not a "optional add-on" fee because, unlike Ryanair's other add-on fees, it is almost impossible to avoid. Ryanair says passengers can avoid the charge by booking a "promotional fare."

Passengers can still check-in hold luggage at airports. However Ryanair plans to increase the charges for doing so later this month (previously reported 'In the News' on 25 Feb 09). Checking-in a hold bag will increase from �20 for a return flight to �30 and a second hold bag will increase from �40 to �70.
(Sources: Guardian.co.uk)

First class stamps set to rise by 3p to 42p

Wed, 30 Sep 2009 11:17:51 GMT

The postal industry regulator, Postcomm is supporting Royal Mail's latest application to increase the price of first class stamps by 3p from 39p to 42p. The increase will now enter a period of consultation and if passed, will come into effect in April 2010.

Postcomm is supporting the increase to help Royal Mail to ease its financial situation. Royal Mail has been struggling to push through cost-cutting measures because of staff resistance, which in turn has led to a series of local postal strikes (last reported 'In the News' on 17 Sep 09).

(Sources: Telegraph.co.uk)

Blacks to close 89 stores

Wed, 30 Sep 2009 11:10:14 GMT

The outdoor and leisure clothing and equipment company, Blacks Leisure has announced that it is closing 89 of its Blacks, Millets and Freespirit stores. The closures are of loss-making stores and have been forced on Blacks by its bank. Last week, Black announced that it was putting its O'Neill boardwear chain into administration ('In the News' on 24 Sep 09).

(Sources: News.bbc.co.uk)

Just 5 of UK's banks are "better than average" on service and value

Tue, 29 Sep 2009 13:02:59 GMT

One year on from the break-up of the Bradford & Bingley building society ('In the News' on 29 Sep 09), we compare today's Plebble-ratings to see which of the banks and building societies have responded with good service and value for money for their customers and which are not doing so well.

First Direct came out on top with a Plebble-rating of +2.55 ("quite good" to "good"). Abbey was by far the worst performer with a Plebble-rating of -3.23 ("bad"). Shockingly, only five managed a rating of "better than average" or above.

If you want to see how your bank is performing on service and value for money, here is the top ten:

1. First Direct +2.55

2. Smile Internet Bank +1.55

3. Northern Rock +1.51

4. Sainsbury's Bank +1.08

5. Yorkshire Building Society +1.06

6. Co-operative Bank +0.68

7. Intelligent Finance +0.54

8. HSBC +0.40

9. Natwest -0.20

10. Royal Bank of Scotland -0.05

. The worst ten were:

1. Abbey -3.23

2. Alliance & Leicester -2.42

3. Yorkshire Bank -2.17

4. Cahoot - 2.17

5. Birmingham Midshires -1.95

6. Tesco Personal Finance -1.77

7. ICICI -1.55

8. Nationwide Building Society -1.50

9. Bank of Scotland -1.34

10. Egg Internet Bank -.132

Of the other major banks, Lloyds TSB, Halifax and Barclays were all around the "OK" mark with Plebble-ratings of -0.08, -0.42 and -0.67 respectively.

(Source: Plebble.com)

Notes:

1. Plebble-ratings range from +5 to -5. They measure a customer's view of value for money and level of service with +5 being "Brilliant!', 0 being "OK" and -5 being "Rubbish!" The data came from 2,678 postings by bank or building society customers on Plebble and third-party review sites.

2. We only included banks or building societies with more than 10 ratings and who had been rated within the last 6 months.

Freeview users will have to re-tune TVs on 30 Sep

Tue, 29 Sep 2009 11:06:27 GMT

Due to a service upgrade, users of Freeview set-top boxes and televisions will have to retune on 30 September. Until they have retuned, most will lose Channel Five and some may permanently lose access to ITV3 and ITV4. The upgrade is designed to give more people access to Channel Five and in the future, HD television. Click here for more information and instructions on how to retune.

(Sources: News.bbc.co.uk)

Vodafone secures iPhone deal but not til after Christmas

Tue, 29 Sep 2009 10:45:43 GMT

Vodafone has become the next mobile provider to announce that it has secured a deal with Apple to sell the iPhone 3G and iPhone 3GS. O2 lost its exclusivity to sell the iPhone following a deal announced between Orange and Apple yesterday ('In the News' on 28 Sep 09). However, hopes of an imminent price-war have been dampened by the news that Vodafone's deal says they cannot start selling iPhones until early 2010, leaving just Orange and O2 to battle it out for the lucrative Christmas present market.

(Sources: Times Online)

First Direct mortgages on top for rates and customer service

Mon, 28 Sep 2009 11:59:53 GMT

The consumer organisation Which? surveyed nearly 2,000 mortgage customers in the summer about how satisfied they were with their mortgage's providers' rates on offer and service. First Direct came out on top and Halifax was the worst.

Here are Which?'s top ten with their current ranking amongst banks and building societies on Plebble in brackets:

1. First Direct (5th)

2. One Account (2nd)

3. Coventry Building Society (7th)

4. Britannia Building Society (4th)

5. Nationwide Building Society (34th)

6. Intelligent Finance (17th)

7. HSBC (18th)

8. Cheltenham & Gloucester (15th)

9. Yorkshire Building Society (13th)

10. Alliance & Leicester (41st)

Here are Which?'s bottom five with their current ranking amongst banks and building societies on Plebble in brackets::

1. Halifax (24th)

2. Northern Rock (10th)

3. Abbey (43rd)

4. Barclays (29th)

5. Royal Bank of Scotland (20th)

(Sources: Times Online, Banks & Building Societies on Plebble.com

Orange to start selling Apple iPhones

Mon, 28 Sep 2009 11:09:23 GMT

The mobile phone operator, Orange has announced that it has successfully negotiated an agreement with Apple to sell the iPhone 3G and iPhone 3GS when Apple's 2-year exclusive arrangement with O2 runs out later this year ('In the News' on 6 Aug 09). Experts expect similar announcements from other mobile operators, such as Vodafone, soon.

The Orange-Apple deal marks a double blow for O2, who are already facing losing their position as the largest mobile operator in the UK because of a recently announced merger between Orange and T Mobile (still awaiting approval by the Competition Commission).

(Sources: Times Online)

M&S upsets loyal customers by reducing time for returns

Mon, 28 Sep 2009 10:49:46 GMT

Online postings indicate that the old UK favourite, Marks & Spencer may have upset some loyal customers by reducing the time limit they can return non-food items to 35 days without publicity or warning. Consumer groups claim the move could risk M&S' 'special place' with consumers. M&S say they still have the most generous returns policy on the UK high street, with most other retailers giving 28 days.

(Sources: Telegraph.co.uk)

AdviceCentre note: for more information on returning goods, take a look at Returning Christmas Presents - Your Rights

BA to charge for advance seat bookings

Fri, 25 Sep 2009 11:01:06 GMT

British Airways has announced that from 7 October, passengers will have to pay a fee if they want to reserve specific seats in advance. Previously, British Airways allowed passengers to reserve seats for free up to 24 hours in advance of the flight. For an extra �10 each for a short-haul flight, passengers will be able to reserve their seat when they book their flight.

This move is one of several revenue-raising and cost-cutting iniatives from BA after they revealed significant losses ('In the News' on 31 July 09). In July BA also announced that they were stopping serving meals on short-haul flights ('In the News' on 29 Jul 09).

(Sources: News.bbc.co.uk)

Scottish Power criticised for treatment of fixed deal customers

Thu, 24 Sep 2009 12:48:49 GMT

The energy industry regulator, Ofgem is looking at the terms & conditions of Scottish Power's Fixed Price Energy 2009 deal after it emerged that Scottish Power was automatically rolling customers onto a new tariff with a termination penalty. Scottish Power has put customers who came off the fixed deal on 31 August onto a capped tariff, which many have found is not competitive. If customers want to move from the capped tariff, they have until 31 September to alert Scottish Power, otherwise they will have to pay a �20 termination fee for electicity and a �30 fee for gas.

Ofgem will look at whether Scottish Power has given customers enough warning about the move. The consumer pressure group, Consumer Focus has said: "we will be taking this matter up with Scottish Power. Passing on a termination charge on a roll-over contract is not acceptable." Scottish Power is defending its actions as 'fair.'

(Sources: Money Saving Expert.com)

Lib Dems propose plans to give power back to consumers

Thu, 24 Sep 2009 12:14:27 GMT

The Liberal Democrat conference has approved plans to re-balance the relationship between customers and companies and public bodies, which they argue has become too skewed in favour of companies.

The Lib Dem ideas include a 'Universal Service Code�, which will commit organisations who provide a service to the public to:

a. Make one of the first options in their telephone response system be to speak to a human being

b. Make their customer service phone number free to call from both mobiles and landlines

c. Make and keep appointments for visits, installations and phone calls within a one hour timeframe

The proposals also include:

a. A duty for energy companies to publish information on all available tariffs on their bills

b. The immediate clearing of bank payments and transfers

c. A requirement for restaurants and cafes to make their tipping policies clear to customers

d. A beefed up consumer watchdog to name and shame companies involved in bad practice

e. Measures to prevent supermarkets building up local monopolies

The Liberal Democrat Shadow Business Secretary, John Thurso said:

�So many commonplace practices are infuriating for customers who just want to be treated fairly and honestly.

�When they have a problem or an enquiry about a service they have paid for, it is reasonable that they should be able to talk to a person and not a machine.

�Customers must have the power to make fair and informed choices without the fear of being taken for a ride and bewildered by mindless bureaucracy.�

(Sources: LibDems.org.uk)

John Lewis opens largest store outside London

Thu, 24 Sep 2009 12:02:10 GMT

The department store, John Lewis has opened its largest store outside London in the new St. David's 2 shopping centre in Cardiff. The new shopping centre itself will open in October.

In January, John Lewis was named as the UK's favourite retailer in a Verdict survey ('In the News' on 15 Jan 09).

(Sources: News.bbc.co.uk)

Blacks puts O'Neill boardwear stores into administration

Thu, 24 Sep 2009 11:56:08 GMT

Blacks, the leisure retail chain which owns O'Neill, Freespirit, Millets and Blacks Outdoor stores, has put its 11 O'Neill boardwear stores into administration. The stores are in Birmingham, York, Glasgow, Milton Keynes, Sheffield, Bristol, Brighton, Leeds, Bluewater in Kent and Manchester. The other Blacks' companies are unaffected.

(Sources: News.bbc.co.uk)