Latest Releases

Which? response to British Gas compensating customers over missed appointments

Alex Neill, Which? Managing Director of Home Products and Services, said: “It’s right that customers are compensated for missed appointments, and this action should send a strong message to energy companies that they must provide a better level of customer service or be held to account. “If consumers are unhappy with their supplier or are [...]


Which? response to the Working Group’s report into Product Safety

Responding to the publication of the Working Group’s report into Product Safety Peter Vicary-Smith, Chief Executive of Which?, said: “These recommendations are not the fundamental reform needed to fix the UK’s broken product safety system, which currently poses grave risks to consumers. “Which? is calling on the Government to take urgent action to put consumers [...]

Which? calls for an urgent overhaul of UK’s broken product safety system

The UK’s fragmented product safety and recall system is not fit-for-purpose and is potentially putting people’s lives at risk through a lack of joined-up national oversight and action, according to a new report by consumer champion Which?. Which? is calling for urgent changes to the regime, including the establishment of a national body that can [...]

Which? response to HM Treasury announcement of end of ‘rip off’ credit card surcharges

Gareth Shaw, Which? money expert, said: “This welcome news is long overdue.  Which? has been campaigning for an end to unfair card surcharges for years now, and triggered the process of reform with our super complaint back in 2011. “Previous action to protect consumers from excessive card surcharges has been difficult to enforce, leaving consumers [...]


Which? response to Ofcom’s proposals to make switching simpler

Alex Neill, Managing Director of Home Products and Services at Which?, said: “The use of telecoms services are vital to our daily lives, yet we know that the complicated switching process often puts people off. Although providing better information in a clearer more transparent way is welcome, it is unlikely to stimulate the switching levels [...]


Sluggish satisfaction scores show decade of discontent for rail passengers

New analysis by Which? reveals that there has been virtually no progress on fixing dire satisfaction scores for the handling of rail delays and management of complaints in the last decade. Analysis of official Transport Focus data over a 10-year period exposes how passenger satisfaction is stuck at embarrassingly low levels in key areas of the [...]

Press Release

Which? response to the Government’s Repeal Bill announcement

Commenting on Government’s Repeal Bill announcement, Peter Vicary-Smith, Which? chief executive, said: “Maintaining consumer confidence is crucial if we are to keep our economy growing, yet the voice of consumers is worryingly absent from the Brexit process. “The Government must involve a consumer group, such as Which?, in its business forum to make sure that consumer needs [...]


Which? response to Ofcom’s plans to monitor Openreach after split from BT

Alex Neill, Managing Director of Home Products and Services at Which?, said: “The separation of BT and Openreach must lead to a drastically improved service for broadband customers who have suffered from poor levels of service in recent years. ​ “With Ofcom ​closely ​monitor​ing​ their performance​ we would expect to see ​prompt action if consumers​ [...]


Unfair contracts, surprise charges and missing care quality ratings: new Which? research reveals the information that care homes don’t share

Thousands of older people and their families could potentially be hit with unexpected bills and find themselves tied into unfair contracts, according to an investigation by consumer champion Which?.   A recent Which? survey of 100 UK care home websites revealed how difficult it is for people to find the information they need to make [...]

Press Release

Which? response to Lloyds’ new overdraft proposition

Commenting on the Lloyds new LBG Overdraft proposition, Peter Vicary-Smith, Which? chief executive, said: “For too long, consumers have been hit with exorbitant fees when using unarranged overdrafts. Lloyds’ decision to do away with these fees is a positive step and its proposed simpler pricing will benefit many of its customers. However, not everyone will [...]