Tag: complaints

The Big British Complaint Survey

In a recent survey by marketing agency FATJOE, 3000 Brits chose their top three annoyances from a list of ten typical British problems.

The findings give us a clear look at what bothers people in the UK the most, from strict rules about queuing to how tea is made!

Queue-Jumping: The Unforgivable Breach

An astonishing 68% (2040 respondents) cited queue-jumping as one of their top three irritants. In Britain, the queue is more than a way to wait; it’s a symbol of fairness and order, making queue-jumpers public enemy number one.

Unsolicited Advice on Social Media: The Digital Irritant

Social media missteps snagged the second spot, with 63% (1890 respondents) flagging unsolicited advice as a top annoyance. It seems the British reticence for confrontation extends into the digital realm, where unasked-for opinions are unwelcome.

Public Transport Etiquette: The Communal Test

The trials of public transport etiquette were highlighted by 59% (1770 respondents), underscoring the communal desire for consideration and personal space in shared environments.

Neighbourhood Noises: Disturbing the Peace

Close behind, 55% (1650 respondents) lamented over neighbourhood noises, from late-night parties to early morning DIY projects, proving the British home is indeed one’s castle, expected to be free from invasion by sound.

Environmental Disregard: Spoiling the Landscape

Littering and environmental neglect concerned 52% (1560 respondents), a testament to the value placed on the UK’s green spaces and the collective responsibility felt towards preserving them.

Customer Service Frustrations: The Expectation of Excellence

Customer service failures vexed 49% (1470 respondents), reflecting the high standards Brits hold for service interactions, where efficiency and politeness are paramount.

Tea Making Rituals: The Proper Brew

In a nation of tea lovers, 45% (1350 respondents) were irked by improper tea-making techniques, showcasing the deep cultural roots of this daily ritual. It’s worth noting, 35% of these respondents were northern…

Weather Conversations: A Predictable Pain Point

Surprisingly, 42% (1260 respondents) expressed mild annoyance at the omnipresent weather chat, hinting at a complex relationship with one of the nation’s most enduring conversation starters.

Political Discourse: The Inescapable Topic

Political discussions, including the fatigue from constant debate and division, frustrated 38% (1140 respondents), indicating a desire for respite in a highly politicised era.

Dining Etiquette: The Social Minefield

Lastly, dining etiquette, from phone usage to bill splitting, was a concern for 35% (1050 respondents), illuminating the nuances of social conduct in public spaces.

Joe Davies, from FATJOE says: “This survey offers a clear snapshot of life in Britain, showing how much people value respect, order, and tradition.

“From the importance of queuing to how tea is made, the results explore the things that really annoy Brits. They show a society that prioritises fairness, privacy, and good manners.

“As we go about our everyday lives, it’s these common frustrations that truly reveal who we are as a nation.”

Making a drama out of a comedy: Pleasance, Sadowitz and free speech

WAS THE PLEASANCE RIGHT TO CANCEL SECOND SADOWICZ SHOW?

THE ROW over the cancellation of Jerry Sadowwitz’s show at the EICC shows no sign of abating.

The Pleasance axed the controversial comedian’s second show at the venue following ‘an unprecedented number of complaints’. Pleasance chose not to go into further detail about the nature of the complaints following the cancellation of Saturday’s show.

However in a further statement yesterday, The Pleasance said: “We became immediately aware of content that was considered, among other things, extreme in its racism, sexism, homophobia and misogyny.

“We will not associate with content which attacks people’s dignity and the language used on stage was, in our view, completely unacceptable.

“We received an unprecedented number of complaints that could not be ignored and we had a duty to respond.”

Late last night Sadowicz, a veteran of the Edinburgh Fringe, tweeted:

It seems incredible that any Scottish venue would be unaware of the controversial nature of Jerry Sadowitz’s humour – it’s not as if he’s some unknown new kid on the block!

If Jerry Sadowitz’s brand of humour ‘does not align with the Pleasance values’ why book him in the first place?

‘Serious failings’ at ethical standards body

“It is disturbing to see so many failings in an organisation, not least because it deals directly with concerns raised by members of the public”

Public trust in the body that investigates complaints about the behaviour of MSPs and councillors is now at risk because of serious failings in the way it is run.

The Commissioner for Ethical Standards in Public Life in Scotland (CESPLS) assesses complaints about the conduct of MSPs, local authority councillors and members of public bodies and then decides which to investigate.

Failings identified by the appointed auditor include:

  • an absence of openness and transparency
  • a breakdown in key relationships with stakeholders and within its own office
  • no effective scrutiny or challenge which might have flagged up issues earlier

The Commissioner’s Office has since accepted 22 recommendations made by the appointed auditor and has made progress in addressing issues raised.

Stephen Boyle, Auditor General for Scotland, said: “It is disturbing to see so many failings in an organisation, not least because it deals directly with concerns raised by members of the public.

“It is vital that progress underway continues and that the recommendations made by the auditor are implemented.

“The overarching risk is that there will be a loss of public trust in the ability of the Commissioner’s Office to properly investigate and consider complaints made against individuals in public life in Scotland.”

STATEMENT FROM THE ETHICAL STANDARDS COMMISSIONER

Audit Scotland today published a Section 22 report* regarding this office (as above). The report and further details can be found on Audit Scotland’s website: Report: The 2020/21 audit of the Commissioner for Ethical Standards in Public Life in Scotland.

The report has been made in relation to serious issues identified in the audit relating to 2020/21.

Ian Bruce was appointed as Acting Commissioner on 20 April 2021 and has instituted a series of remedies. These include:

  • the production of a revised strategic plan for the next three years, which now incorporates the values that were missing from the previous version and clear statements of intent about how the office will fulfil its statutory obligations in accordance with the expectations of the Parliament, public and stakeholders
  • a new biennial business plan covering all office functions and addressing each of the auditor’s recommendations
  • the reinstitution of Senior Management Team (SMT) meetings in accordance with previous good governance arrangements and re-eagement with our Advisory Audit Board, whose members are drawn from the independent members of the Scottish Parliamentary Corporate Body’s AAB
  • the recruitment of three new Investigating Officers and a new Corporate Services Officer, to ensure all office functions are appropriately covered
  • meaningful re-engagement with the SPCB and on-going communications with the SPCB and the Parliament’s Standards, Procedures and Public Appointments Committee to keep the Parliament updated on our situation and plans
  • meaningful and on-going engagement with all stakeholder organisations, including the Standards Commission for Scotland, the Convention of Scottish Local Authorities (COSLA), the Society of Local Authority Lawyers & Administrators in Scotland (SOLAR) and the Society of Local Authority Chief Executives (SOLACE)
  • ensuring that the directions issued by the Standards Commission are complied with.

Progress to rebuild the organisation and its relationships with stakeholders is well underway.

The Acting Commissioner Ian Bruce stated: “I am grateful for the auditors’ work on the review and have welcomed their recommendations, the majority of which are addressed in our strategic and business plans.

“I have been grateful, also, to the SPCB and the Standards Commission for Scotland for their support since my appointment and their recognition of the many changes that I have already made.

“I and the entire team are dedicated to working in accordance with our new plans and the new values that we have adopted as an organisation. It is incumbent on me and on all of the staff to earn the trust of the public and the many stakeholder organisations that rely on our effective operation as an office. We are absolutely committed to doing so.”

Teletext faces court action unless it pays over £7m in refunds

Teletext Holidays will face legal action unless it repays over £7 million to customers whose package holidays were cancelled due to the coronavirus (COVID-19) pandemic.

On 4 February, the Competition and Markets Authority (CMA) announced that it was opening an investigation into Teletext Holidays after receiving hundreds of complaints.

These showed that people were not receiving refunds they were owed within 14 days, as required by law, for package holidays cancelled by the company due to pandemic restrictions.

The CMA wrote to Truly Holdings Ltd., the company that operates Teletext Holidays and also AlphaRooms.com, in March, setting out in detail its concerns and giving the company an opportunity to address them.

The CMA told the firm it could avoid any potential court action by signing formal commitments – known as ‘undertakings’ – to refund affected consumers and ensure compliance with the Package Travel Regulations going forward.

However, Teletext has not agreed to provide undertakings that are sufficient to address the CMA’s concerns.

The CMA has now informed Teletext Holidays that it is preparing to take court action and will launch proceedings if it does not repay the outstanding refunds, or commit to do so, without unnecessary delay.

Andrea Coscelli, Chief Executive of the CMA, said: There must be no more delays to Teletext refunding customers for holidays they could not take because of the pandemic. It is unacceptable that many have already waited months for the refunds they are legally entitled to.

“We take very seriously the ongoing failure of Teletext Holidays to meet its obligations. The firm must now comply with the law and commit to refunding its customers. If it does not do so, we will not hesitate to pursue this case in court.”

Rory Boland, Which? Travel Editor, said: “We have received countless complaints from Teletext Holidays customers who have been battling for refunds for cancelled holidays for more than a year, so while the regulator’s action is welcome customers will be angry that they still don’t have money they are legally due.

“Teletext is one of many holiday providers that have attempted to shirk their legal responsibilities to refund customers for cancelled trips, highlighting the need for industry-wide reform.

“The government must ensure there are better protections for holidaymakers’ money, while the Civil Aviation Authority – which has been unable to take much meaningful action against airlines holding up the refund process by withholding money from holiday companies – must be given stronger powers.”

The announcement follows ‘significant action’ by the CMA in relation to holiday cancellations during the coronavirus pandemic.

The CMA has written to over 100 package holiday firms to remind them of their obligations to comply with consumer protection law, and has already secured refund commitments from LoveHolidays, Lastminute.com, Virgin Holidays, and TUI UK.

Further information on this case can be found on the COVID-19 cancellations: package holidays web page.

PPI, bank accounts, payday loans & credit cards top Scotland’s financial complaints

Scotland’s consumers most often ask the Financial Ombudsman Service for help resolving problems with PPI, payday loans, current accounts, packaged bank accounts and credit cards, its complaints data shows. Continue reading PPI, bank accounts, payday loans & credit cards top Scotland’s financial complaints