Passengers with reduced mobility are sometimes being left humiliated, deprived of their dignity and in some cases even physically hurt when travelling through airports, putting them off flying altogether, a new Which? investigation has found. Continue reading “Dehumanising” – Airports failing to meet the needs of disabled travellers
Tag: Which?
A consumer agenda for government
The next government should commit to a forward-looking agenda that will make UK consumers’ lives simpler, fairer and safer. It must ensure that consumers can act with confidence, are protected when things go wrong, and have high levels of trust in the institutions and businesses that serve them. We are calling for:
1. Better connectivity – set out an ambitious, joined-up strategy to deliver an improved digital infrastructure that meets the needs of people to be connected at home, at work and on the move.
2. An enforcement system fit for purpose – create a stronger Consumer and Competition Authority to proactively lead on the enforcement of consumer rights and fair trading law, make the Office for Product Safety and Standards (OPSS) an independent arm’s length product safety regulator, and reform our alternative dispute resolution (ADR) system.
3. Greater protection from online harms and insecure products – place more responsibility on online platforms and marketplaces to prevent scams, fake reviews and the sale of unsafe products, and ensure that security is built into the design of connected devices.
4. Banking services that work for everyone – guarantee access to cash for as long as it is needed, and ensure all people are protected from Authorised Push Payment (APP) fraud.
5. Fair and transparent pensions – enable everyone to understand their entire pensions savings through comprehensive dashboards, address the pensions gender gap, and ensure that all retirement income products are value for money.
6. A future trade policy and food strategy that delivers for consumers – pursue a trade policy underpinned by world-leading consumer standards, consumer rights and enhanced choice, and deliver a national food strategy that maintains the UK’s high food
Read full report here:
Dubious Discounts: Beware Black Friday travel ‘deals’, says consumer watchdog
Which? is warning consumers about the risk of misleading Black Friday travel deals after a series of special offers for last year’s event turned out to be exaggerated or non-existent. Continue reading Dubious Discounts: Beware Black Friday travel ‘deals’, says consumer watchdog
Deprived of cash: poorest communities hit hardest by withdrawal of free cash machines
Deprived areas are losing free cash machines at a much faster rate than affluent ones across the UK – forcing thousands of people in poorer communities to pay up to £2 per withdrawal, new research from Which? reveals. Continue reading Deprived of cash: poorest communities hit hardest by withdrawal of free cash machines
Scotland has lost OVER A THIRD of bank branches in just eight years
New analysis from Which? has revealed that Scotland lost over a third of its bank and building society branches in just eight years, raising concerns that consumers and businesses alike could struggle to access cash across the country. Continue reading Scotland has lost OVER A THIRD of bank branches in just eight years
Rapid changes to cash landscape risk leaving millions behind, says Which?
Which? is calling on the Government to appoint a regulator to protect access to cash, as a combination of bank branch and cashpoint closures risks leaving people struggling to pay for essential goods and services. Continue reading Rapid changes to cash landscape risk leaving millions behind, says Which?
Aldi is UK’s favourite supermarket
Budget retailer Aldi has been rated the nation’s favourite in-store supermarket in Which?’s annual best and worst supermarket satisfaction survey. Continue reading Aldi is UK’s favourite supermarket
Nuisance calls: enough’s enough
A £50,000 fund to install call-blocking technology for those most at risk from nuisance calls has been announced by Economy Secretary Keith Brown. The fund is one element of a national Nuisance Calls Action Plan, launched to raise awareness and empower people to protect themselves from scam callers. Continue reading Nuisance calls: enough’s enough
Government to crack down on nuisance call companies
Companies making unwanted marketing calls to be hit with fines of up to £500,000
‘Have you been mis-sold PPP insurance?’
‘If you could replace any of the windows in your home …’
‘Have you heard about the government’s boiler replacement scheme’
‘Injured in an accident that wasn’t your fault?’
Consumers plagued by nuisance calls and texts will benefit from changes to the law which will make it easier for those firms responsible to be hit with fines of up to £500,000.
The law currently requires the Information Commissioner’s Office (ICO) to prove a company caused ‘substantial damage or substantial distress’ by their conduct before action can be taken. Following a six-week public consultation, the Government is now removing this legal threshold, giving the ICO the power to intervene in more cases. This change will come into effect from 6 April 2015.
The Government also confirmed it will look at introducing measures to hold board level executives responsible for nuisance calls and texts. This follows a report from the Which?-led taskforce last December, which called for a review of the rules in order to act as a stronger deterrent to rogue companies.
Digital Economy Minister Ed Vaizey said: “For far too long companies have bombarded people with unwanted marketing calls and texts, and escaped punishment because they did not cause enough harm.
“This change will make it easier for the Information Commissioner’s Office to take action against offenders and send a clear message to others that harassing consumers with nuisance calls or texts is just not on. We’re also going to look at whether the powers the ICO have to hold to account board level executives for such behaviour are sufficient or we need to do more.
The Government is committed to tackling the problem of nuisance calls. In July last year, the rules were changed to make it easier for Ofcom to share information with the ICO on companies breaking the law. This is already helping in the ICO’s efforts in taking more action. In addition, the Government is looking to introduce mandatory caller line identification (CLI) so that all marketing callers will have to display their telephone numbers.
Which? executive director, Richard Lloyd, who chaired the Nuisance Calls Task Force said: “We welcome the Government making good on its promise to change the law so it’s easier to prosecute nuisance callers.
“These calls are an everyday menace blighting the lives of millions so we want the regulator to send a clear message by using their new powers to full effect without delay.
“It’s also good news that the Government has listened to our call and is looking into how senior executives can be held to account if their company makes nuisance calls.
Justice and Civil Liberties Minister Simon Hughes said: “Being pestered by unwanted marketing calls and texts can bring real misery for the people on the receiving end. We have already increased the level of fine available to punish rogue companies. This new change in the law will make it easier from now on for the Information Commissioner to take quick and firm action against companies who give so much grief to so many people.”
Nuisance calls and texts remains a significant concern for consumers – in some cases they are not only annoying, but can also cause distress especially amongst vulnerable people in society. The latest data and research shows that:
- Around four out of five people surveyed by consumer group Which? said they are regularly cold-called at home, with a third of them left feeling intimidated.
- There were 15,642 complaints related to nuisance calls and texts made to the ICO in November 2014, of which solar panel accounted for 2,377, whilst for PPI the figure was 1,830.
- In total there were over 175,000 complaints related to nuisance calls and texts made to the ICO for 2014.
Currently the Information Commissioner’s Office (ICO) has powers to take enforcement action against companies who flout the existing rules on direct marketing. Since January 2012, the ICO has taken enforcement action against nine companies for nuisance calls and text messages, hitting them with fines totalling £815,000.
Separately, Ofcom has powers to deal with abandoned and silent calls by taking action against offenders that persistently misuse a network or service resulting in annoyance, inconvenience or anxiety. Since 2012, Ofcom has fined seven companies totalling £1,618,000 for abandoned and silent calls.
Edinburgh West MP Mike Crockart Mike is the founder and Co-Chair of the All Party Group on Nuisance Calls and he has worked closely with the regulators, consumer groups and the Government to ensure consumers are protected from nuisance calls and spam text messages.
He spearheaded the campaign to reform the laws, saying: “I am fed up of nuisance calls to my landline and mobile as well as unsolicited texts. People shouldn’t have to put up with this menace which puts many vulnerable and elderly people at risk of fraud just as much as if the crook or pushy salesman was turning up at their door.
“I am calling for the Information Commissioner’s powers to be strengthened to take in all forms of unsolicited contact and for there to be a single, simple point of contact for any individual wishing to protect their privacy from unwanted calls, texts, faxes and emails.”
The Lib-Dem MP urged members of the public to join a campaign to encourage the government to take action to curb the activities of the nuisance call companies. It seems those voices have been heard – and now we’ll have to wait to see (or hear) what effect the latest government action will have on the nuisance callers. Will the phones go quiet?
Now, who do I call about double glazing …