Which service are you most likely to complain about?
Traditionally we’re not a nation of complainers. We may have the odd whinge but we don’t always make an official complaint. In fact, only two fifths of Brits made a complaint about a service provider...
View ArticleMaking a complaint shouldn’t come at a premium
Have you ever had to call a premium rate 0845 or 0870 number just to make a complaint about a recent purchase? New government proposals could soon see premium rate charges scrapped for company...
View ArticleYour view: no to 0845 and 0870 helplines
The reaction to our premium rate numbers post was pretty resounding – with more than 5,500 voters saying companies should scrap these pricey numbers for their helplines. Here’s a selection of your...
View ArticleLee Beaumont calls cold callers’ bluff with an 0871 number
Our Which? Convo regular Lee Beaumont’s story of using a premium rate 0871 number to charge nuisance callers has gone global. How do you deal with nuisance callers? Many of you have told us about the...
View ArticleWe want to ban all costly customer helplines
We’ve heard you loud and clear – companies shouldn’t use expensive phone numbers for their customer service and complaints lines. That’s why we’ve launched a new campaign demanding a ban on costly...
View ArticleBT’s Caller Display: would you pay to know who’s calling?
BT has announced a range of price rises for its home phone and broadband customers. The telecoms provider is also going to introduce charges for some of its free services, including Caller Display…...
View ArticleMoving away from costly customer phone lines
I have two bits of news to share with you about our Costly Calls campaign – one involves the Big Six energy suppliers, and the other GP practices. Both had expensive 084 phone numbers in common…...
View ArticleFinancial firms are still charging customers to complain
Nearly three quarters of the phone numbers used by financial firms for customer service or complaint lines are 084 or 087. That’s wrong – you shouldn’t have to cough up for costly calls to make a...
View ArticleTalkTalk: why we launched a nuisance calls blocking service
One way to stop the scourge of nuisance calls is to block them before your phone even rings. In this guest post, TalkTalk’s CEO explains how and why they’ve introduced a service to block calls at a...
View ArticleVictory! The government cuts off costly calls for travel firms
Our research found that 70% of travel firms use pricey phone numbers for customer lines. Well, no more. The Government today announced that the travel industry will be banned from using costly numbers....
View ArticleYour view: celebrating our Costly Calls campaign win
Together we’ve been celebrating our Costly Calls win, with companies being banned from using expensive numbers for their customer helplines. Here’s a round-up of your comments on the announcement. Your...
View ArticleSoon, calling public services won’t cost the earth
In another win for our Costly Calls campaign, the Cabinet Office has released new guidance for the use of high rate phone numbers by government departments and public services. We’re on a roll… When...
View ArticleStop charging us to make financial complaints
The use of costly numbers for customer service and complaints lines has been banned in many sectors. So why are financial providers excluded? We’re calling on the Financial Conduct Authority to act....
View ArticleFCA: Why we want the cost of calls to financial firms cut
In a win for our Costly Calls campaign, the FCA has asked financial firms to offer basic rate phone lines for their customers. Here’s Martin Wheatley of the FCA sharing the announcement with you all....
View ArticleCostly calls aren’t right – why TSB has ditched 0845 numbers
TSB is supporting Which?’s Costly Calls campaign to move away from high-rate numbers for their customers. Here’s TSB’s CEO Paul Pester on why TSB has switched to local rate 0345 numbers. You shouldn’t...
View ArticleAre all companies abiding by new costly call rules?
Today the new Consumer Contracts Regulations come into effect. This includes a new law that prohibits most companies from using pricey phone numbers for customer lines. But is everyone sticking to the...
View ArticleCompanies ring the changes, but not all of them are in tune
It’s seven weeks since the new law banning companies from using pricey phone numbers came into force. By and large it shouldn’t cost more than the basic rate to call customer services, but not all...
View ArticleYour view: EE’s 50p fee to skip the call queue
We asked whether you’d pay 50p to skip the customer service call waiting queue – 92% of you voted ‘no’. Here’s a round-up of your views on EE’s new priority service. At busy times EE is offering...
View ArticleHave you paid for ‘speaking clock’ calls you didn’t make?
Do you check your monthly phone bill? It might seem like a bit of a chore, but you might miss something – like a ‘speaking clock’ call you were charged for but never made… For most of us, looking...
View ArticleDon’t have a nice day! Your customer service gripes
Irritating hold music. A queue that nearly stretches out the door. Rude staff. There are so many ways to get customer service wrong. Is anyone getting it right? What’s your biggest customer service...
View ArticleYour view: mystery calls on your phone bill
After one Which? member told us about a charge for a phantom speaking clock call, it sparked our interest. When we opened it to the floor to get your opinion, it turned out this wasn’t the only one…...
View ArticleHow many nuisance calls do you get a week?
As you might have expected, nuisance calls are ranked as the top annoyance among consumers. Our Facebook fans waded into the debate to share their frustration, as well as top tips to avoid cold...
View ArticleScam watch: ‘financial services’ cold callers
Ever had a call from a scammer posing as a financial services provider? They’re persistent and plausible, but beware of divulging any personal details to these cold callers. A reader told us: I...
View ArticleIs it good to talk? Line rental prices keep rising
BT, Sky and TalkTalk are delivering unwanted early Christmas presents to customers by increasing line rental prices in December. And Virgin Media has announced a similar line rental price rise for...
View ArticleCan you see the number that’s calling you?
The Which?-led Task Force on Nuisance Calls will soon publish its recommendations. Before then, the Government has made another concession to help you tackle unwanted phone calls… In response to an...
View ArticleWatch out for phone scammers as ‘vishing’ soars
More than half of Brits have been hit by phone scams in the last year. Do you know how to spot a cold call scam? Here’s Craig of Financial Fraud Action UK on the growth of phone scams and how to avoid...
View ArticleHave HMRC helplines left you hanging on?
It’s true that Her Majesty’s Revenue & Customs gets a lot of calls (60m a year) but, even so, our findings paint a less than flattering picture. Have you been left hanging on the phone by HMRC? We...
View ArticlePremier Inn stops using 0871 number for customers
It might be one of the nation’s favourite hotel chains, but Premier Inn was charging customers too much for phone calls, until we stepped in. Have you spotted a travel firm promoting pricey numbers to...
View ArticleBanks call charges: customers still face costly bills
We’ve found that current account and credit card providers are still using high-cost telephone numbers, despite a Financial Conduct Authority (FCA) proposal to ban banks call charges. Thankfully, the...
View ArticleIf you want a cheap bill, who you gonna call? Not 118
If you’re looking for a phone number, you may be tempted to call directory enquiries. Although these heavily advertised 118 services can be useful, they could leave you with a hefty bill… Calling 118...
View ArticleHow long have HMRC helplines kept you waiting?
You’re still facing long waiting times and having your call cut off when phoning Her Majesty’s Revenue & Customs – that’s clear from the stories you’ve told us. So we’re starting a poll to find out...
View ArticleWe need action to cut off fake phone numbers
We know you hate nuisance calls. But there’s another twist in this modern day menace – ‘spoofed calls’. Ofcom estimates as many as two billion nuisance calls are made each year using fake numbers… You...
View ArticleWe’ve found travel firms flouting costly call rules
More than a year after companies were banned from having costly customer service numbers, we found that some travel companies were still using them. Where have you spotted pricey 084 numbers? At the...
View ArticleDoes the UK’s Speaking Clock cost too much?
Calling the 123 Speaking Clock now costs at least 39p. It’s probably not something you’re too concerned about, until you spot the phone number mysteriously appearing on your landline phone bill. The...
View ArticleUpdate: BT buys EE – are mergers good news for customers?
BT has bought the mobile provider EE. O2 is expected to merge with Three. Is it time that the telecoms market was looked at by competition authorities? What do you think about these mergers? BT today...
View ArticleCalls to 0845 and 0870 numbers cost HOW much?
Now might not be the best time to call 0845 and 0870 numbers – calling them from mobile phones has increased by as much as 100%. It’s a good job most companies have been banned from using pricey 084...
View ArticleTalkTalk: time to put an end to separate line rental charges
Have you ever been confused by the pricing in broadband ads? TalkTalk’s managing director, Tristia Harrison, writes on why they’re scrapping separate line rental charges. If you’ve ever tried to buy a...
View ArticleAre you still spotting costly 0845 numbers?
Customer service shouldn’t cost you a fortune, but some businesses are taking too long to phase out pricey numbers on their customer helplines. Have you spotted any culprits? It’s two years since the...
View ArticleDo you still use your landline?
Do you still use your landline at home to make calls – or are you one of the growing number happy to rely on a mobile? In our house, it sometimes seems that the only calls we get on our landline these...
View ArticleYour landline is still a lifeline
We had a big response when we asked if you still use your landline. It turns out that many of you would be lost without yours – even some who’d rather use a mobile. John Ward is among those who uses a...
View ArticleUpdate: TalkTalk offers compensation for data breach – but is it enough?
After being hit by a cyber-attack that saw hackers access the details of thousands of its customers, TalkTalk has come out with an offer of compensation. But is it enough? TalkTalk has today said it...
View ArticleAre landline price rises fair?
Ofcom has announced that it’s going to review the market for standalone landline telephone services, as it’s concerned that some customers aren’t getting value for money. Chances are you probably won’t...
View ArticleHave you haggled with your telecoms provider?
Over the years, we’ve shown you the huge savings you can make by haggling with telecoms providers. And our most recent survey reveals that more people than ever are doing it. When I saved almost two...
View ArticleCan BT’s call-divert service really cut off nuisance callers?
Nuisance calls are a big problem. In response, BT has a launched a new, free nuisance call-divert service. Guest author Kelly from BT Consumer explains how it works. Many of you here on Which?...
View ArticleWin! Ofcom proposes auto-compensation for broadband woes
Ofcom has today proposed that landline and broadband providers pay automatic compensation to customers for broadband and phone outages, something we’ve been calling for for several years. Customers...
View ArticleDo you get value for money from your line rental?
Up to a million people have been paying over the odds for their line rental. Those BT customers whose landline is their only connection to friends and family will see their monthly bill reduced by £7....
View ArticleWin! Auto-compensation for bad broadband and landline service
The telecoms regulator Ofcom has announced today that it will introduce automatic compensation for broadband and landline customers. Is this good news for you? Today we’ve welcomed a huge win for our...
View ArticleUpdated: what does the Digital Economy Act mean for you?
The Digital Economy Bill has finished its passage through Parliament and is finally law, but what does it mean for your rights in the digital age? The Digital Economy Act 2017 had a long and winding...
View ArticleIs it cheaper to bundle a landline with TV and internet?
I’m continuing to stick with my landline. Not only because I use it frequently, but because it’s cheaper to have it than not! Is yours saving you money, too? My landline was pre-installed when I moved...
View ArticleUpdate: why nuisance call bosses should be hit with big fines
We’ve been making progress in our fight against nuisance calls. And now we’re demanding the government impose tough sanctions against directors of nuisance call companies. Update: 10/09/2018 From...
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