tag:blogger.com,1999:blog-74149204072084581602024-03-12T04:52:31.450+00:00The Chief ExecutiveAdventures in Consumerland...Unknownnoreply@blogger.comBlogger158125tag:blogger.com,1999:blog-7414920407208458160.post-74812873765424356582019-10-23T10:54:00.000+01:002019-10-23T10:57:33.636+01:00Scottish Power - dont waste time complaining to Ombudsman<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj9TMtqgVMO-oqkuqH4KOjx5HNOKOQ8uqui_FI3H_wUcoA4y6_kz3bIFORjKCJmJ6y-D_WW0PL4EhMZr9Af9fi5t_E0f55c54_Vog-qE83wJ8K-g2Ey8tcXuQ3RYQ268zX8VayWRjSg7zRj/s1600/Scottish-Power-news-main-960x480.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="480" data-original-width="960" height="160" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj9TMtqgVMO-oqkuqH4KOjx5HNOKOQ8uqui_FI3H_wUcoA4y6_kz3bIFORjKCJmJ6y-D_WW0PL4EhMZr9Af9fi5t_E0f55c54_Vog-qE83wJ8K-g2Ey8tcXuQ3RYQ268zX8VayWRjSg7zRj/s320/Scottish-Power-news-main-960x480.jpg" width="320" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif; font-size: large;"><b>Don't waste your time complaining to </b></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif; font-size: large;"><b>the Energy Ombudsman about Scottish Power </b></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif; font-size: large;"><b>(or any other energy company)</b></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif; font-size: large;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><b>Scottish Power has the worst customer service record of the 'Big 6' energy companies.</b></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><b>it was fined £18m (2016) by Ofgem the energy regulator for terrible customer service that provoked one million complaints.</b></span></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">In February 2019 I left Scottish Power for Eon. The previous December they cancelled my direct debit and emailed to threaten me with higher charges. It took a few weeks to sort out. They blamed me, or my bank for the error - when in fact they later agreed they had cancelled the direct debit by mistake. So when my energy fix ended in February I switched immediately (avoiding an early switch penalty). Who wants to be a customer of a company that blames everyone else for their mistakes?</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Switching energy companies should be straightforward these days. There is an Energy Switch Guarantee and the companies have to swap meter readings to generate final bills and refund credits on closing accounts. Scottish Power signs up to all these promises - it just didn't keep them.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Scottish Power failed to send me a final bill - even though I provided the meter readings - which my new company happily used. But they did keep debiting my bank account for another 2 months (until April) - even though my account was in credit. </span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">When I phoned SP to complain they were helping themselves to money I did not owe them, they offered me £20 - and suggested I use the direct debit indemnity scheme to claim back the money from my bank. I refused the £20 - I wanted a final bill so I could get my credit back. It doesn't seem right to me that banks should devote resources to sorting out Scottish Power's failure to comply with the switching rules. </span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">I emailed SP's Chief Executive to complain. I got no reply. </span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">So eventually I did claim my previous 2 direct debits back from Santander (by mistake Santander also cancelled the wrong DD and awarded me £50 as a goodwill gesture for cancelling my DD with Sky - more hassle).</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">In April - I emailed Scottish Power's Chief Executive again with a reminder SP still had not produced a final bill - which it promises to do within 6 weeks of leaving. Without a final bill they could not refund the credit on my account.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">As SP wasn't responding to my complaint I looked at the Energy Ombudsman website. Consumers can only complain to them after a final decision letter from their energy company, or 8 weeks after first complaining. As Scottish Power hadn't bothered responding to my emails or phone calls I took my complaint to the Ombudsman.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj-PR238iIa9CCPNcomi95q1vLLubfcNLV9RrofHvWmODigH1UEoxh-kBMXWAeXASO8GZMGw4D9m12UuupBDJHZYtCu-6i5wjUnOD29kYxl9zH5YStMhazVMZyXSyohJXdYqlXSzy4oG-g6/s1600/OMB-Logo_PURPLE-AQUA_RGB.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="521" data-original-width="1600" height="104" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj-PR238iIa9CCPNcomi95q1vLLubfcNLV9RrofHvWmODigH1UEoxh-kBMXWAeXASO8GZMGw4D9m12UuupBDJHZYtCu-6i5wjUnOD29kYxl9zH5YStMhazVMZyXSyohJXdYqlXSzy4oG-g6/s320/OMB-Logo_PURPLE-AQUA_RGB.png" width="320" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">The Ombudsman's website is terrible. It will take you around in loops trying to file a claim. When you finally get to upload your case it requires lots of documents, dates, emails and bills which can take considerable time to locate. Then halfway through the process the site crashed - not once, but twice. I phoned them to find out what was wrong - you can send the evidence in a message they responded - as though the website crashes often.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<blockquote class="tr_bq">
<blockquote class="tr_bq">
<span style="font-family: "trebuchet ms" , sans-serif;">My complaint:</span><br />
<blockquote class="tr_bq">
<div style="text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Scottish Power failed to issue a final bill within the switch guarantee period</span></div>
<span style="font-family: "trebuchet ms" , sans-serif;"></span><br />
<div style="text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Scottish Power continued to take my direct debit - even though I was in credit</span></div>
<span style="font-family: "trebuchet ms" , sans-serif;">
</span><span style="font-family: "trebuchet ms" , sans-serif;"><div style="text-align: center;">
Scottish Power failed to respond to my emails or phone calls of complaint</div>
</span></blockquote>
</blockquote>
</blockquote>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">The Energy Company you are complaining about has to provide a response to the Ombudsman. I discovered Scottish Power wanted the complaint sorted out as soon as the Ombudsman became involved. They contacted me to offer £125 and an apology.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif; font-size: large;">I should have accepted their £125. I didn't. BIG MISTAKE.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif; font-size: large;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">I decided Scottish Power had behaved so badly - I'd given them plenty of opportunity to sort out their mistake - that I would see them punished. ANOTHER BIG MISTAKE.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Ombudsman Services says the average award to consumers is £77, which seems reasonable. </span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Of course it takes time to complain. When I refused Scottish Power's offer of £125 I had to go through the whole Energy Ombudsman process. That means SP upload their evidence and I had a few days to respond and upload any counter evidence. SP get to respond to that. I respond again and then the Ombudsman adjudication officer looks at the evidence and reaches a decision. This is very time consuming and I absolutely don't reccomend you do it. I wonder how many consumers give up part-way thorugh?</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Scottish Power of course has paid employed staff who can spend hours entering data (and re-entering it when the site crashes) and uploading documents. Consumers get nothing for their trouble.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">The Energy Ombudsman adjudicator upheld my complaint. No surprises there. I hadn't received a final bill, they had taken my money when I was in credit, and they hadn't responded to my complaint. But there was one big surprise - the penalty awarded was just £30.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Scottish Power had offered me £20 not to complain the first time I phoned them. I refused. They offered £125 when I went to the Ombudsman. I refused. </span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Now the Ombudsman had awarded £30. This was in July - 5 months since I'd left SP. It had taken hours of time, and had been stressful.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">I appealed the decision with the Ombudsman. The same adjudiactor reviewed their original decision. </span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">I lost the appeal. This was August.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">A few weeks after the appeal Scottish Power came up with a another final bill. It was based on the same meter readings but was for more money. They said I should pay immediately. This was in September - 7 months after I'd left Scottish Power. I contacted The Ombudsman and asked them to open the case again. They refused. </span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">I contacted Scottish Power and they investigated and cancelled the demand.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif; font-size: large;"><b>This is what I have learned - so you don't have to make my mistakes </b></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif; font-size: large;"><b><br /></b></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Do not complain to the Energy Ombudsman.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Their decisions are not binding on the energy companies - they are simply 'opinions'</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Instead:</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Wait 8 weeks for a deadlock letter, or no response</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Issue a small claims court demand MCOL (money claims online) for the balance you believe you are owed</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">The energy company will not want to go to court</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">They will offer to settle, and refund your court registration fee</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">If they don't do this you will win in court - and will be allowed to claim all your expenses and add interest at 8% to any money they owe you</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<blockquote class="tr_bq" style="text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><b>If you really must complain to the Energy Ombudsman I suggest you take whatever goodwill / compensation the energy company offers NOT to complain - in my experience it could be much more money than the Ombudsman will award.</b></span></blockquote>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<blockquote class="tr_bq" style="text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">I wrote to the Chief Executive of Ombudsman Services to complain about their website and their service. He didn't reply.</span></blockquote>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">The Energy Ombudsman website does point out that you can refuse it's decision. If you do you'll get nothing. Also if you decide to proceed to court the energy compnay will say the Ombudsman has ruled and you refused its decision. The court will favour the Ombudsman's expertise and will most likely accept their judgement. You won't get your costs - because court time has been wasted.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Now I agree all of this sounds like a lot of hassle and stress. And it certainly would be. Fortunately there is a simpler way. </span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif; font-size: large;"><b>Don't ever switch to Scottish Power</b></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Martin Lewis's Moneysavingexpert website - when pointing out Scottish Power currently has one of the cheapest rates on the market reluctantly had to point out it also has the worst customer service and if that's important - avoid. Any small saving you might make will be more than lost by hours and hours complaining when things go wrong.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<br />Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-7414920407208458160.post-20538113073697643282017-06-21T10:13:00.002+01:002017-06-21T10:13:53.426+01:00Beware Churchcastle also called Wynnington Wynners - Word Search phone bill shock<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj8f0cfwRKy9LzIcuMhNwIXjRn-q92g4-fvT8WP0maz5gNtp08QgArFWKDhGONvDfY8NOfkCsbFCBl8738yCWvQ3LTZz-8FqqciPHhL2hKyapFQ_hf8T3GMfdyUhLXK5e85Mk_iNMHlHDu4/s1600/Word-Search-Club-Logo-Test.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="304" data-original-width="484" height="200" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj8f0cfwRKy9LzIcuMhNwIXjRn-q92g4-fvT8WP0maz5gNtp08QgArFWKDhGONvDfY8NOfkCsbFCBl8738yCWvQ3LTZz-8FqqciPHhL2hKyapFQ_hf8T3GMfdyUhLXK5e85Mk_iNMHlHDu4/s320/Word-Search-Club-Logo-Test.png" width="320" /></a></div>
<br />
<br />
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><b>Beware phone bill shock - Churchcastle now running Word Search contests under the name 'Wynnington Wynners'</b></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;">I've previously written about <a href="http://thechiefexecutive.blogspot.co.uk/2011/12/beware-churchcastle-and-sun-wordsearch.html" target="_blank">Churchcastle</a> - they run word search competitions often with a £10,000 prize. These contests appeal to elderly players who like hunting for words but don't have eyesight good enough to read the small print.</span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;">When they've found the hidden word entrants must phone a premium rate phone line to enter. Finding the hidden word is easy, spotting the hidden phone charges is less obvious. </span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;">Each phone call costs just over £10. Yes, £10. The phone number is 0906 6350368. These are among the most expensive call types allowed by the phone regulator. The cost per minute is £3.60 + your network operator's service charge. Calls last around 3 minutes.</span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;">My elderly relative was caught with the Churchcastle bug. She was among thousands of people convinced they had won a big prize, lured into making further expensive phone calls to claim it. She hadn't won anything. The Regulator for premium rate phone services (then called Phone Pay Plus, now called the PSA Authority) ruled they had broken the rules as the contests were misleading. <a href="http://psauthority.org.uk/-/media/Files/PhonepayPlus/Consumer/Churchcastle.ashx" target="_blank">Churchcastle was fined £800,000.</a></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;">But now Churchcastle are back in business running word search contests under the brand 'Wynnington Wynners'. These puzzles appear to run in newspapers, online and on TV. Not much has changed. After spotting the hidden word in a grid contestants must make a 3 minute phone call costing over £10 to submit their answer.</span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhDMcLHvLiBdpnKCbUP_ZsXt_F850_p20w_YeAm0FtOlkGDNoNfSEL7JX8Gxmi5yTYCARqqBTmVt1tarmLDyWmncNH9WMVZeu7t5QXQCDpV5RJJXoMHJ-bRYzrGYUaaTLyO5iE8unRMfm86/s1600/1-Recovered1.gif" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="635" data-original-width="815" height="249" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhDMcLHvLiBdpnKCbUP_ZsXt_F850_p20w_YeAm0FtOlkGDNoNfSEL7JX8Gxmi5yTYCARqqBTmVt1tarmLDyWmncNH9WMVZeu7t5QXQCDpV5RJJXoMHJ-bRYzrGYUaaTLyO5iE8unRMfm86/s320/1-Recovered1.gif" width="320" /></a></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;">THIS CONTEST COSTS £10 to enter online</span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;">The fun doesn't stop there though. After entering the contest and leaving their name and address entrants are sent more puzzles in the post. These are often entered in the same prize fund pool. So that means unwittingly players are making another entry for the same £10,000 prize - not a different prize. All the Wynnington organised contests typically run for 2 - 3 months. All the entries go into one pot and there is 1 winner. </span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;">Unfortunately my partner's 96 year old mum has entered. We spotted it on her phone bill. She phoned twice, one call followed immediately by another in late April. The first call lasted 2 minutes 51 seconds and cost £10.32. The second entry took 3 minutes and 1 second and cost £10.92 - those extra 10 seconds cost 60p more to enter the same contest.</span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;">The Regulator has strict rules about the use of premium rate phone calls. The cost must be clear, vulnerable people (e.g. children, elderly, ill) must not be targeted. The Authority has the power to levy large fines and stop services if companies break those rules. </span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;">You can check numbers on their website here. <a href="http://psauthority.org.uk/" target="_blank">The PSA Authority </a>lists contact numbers for customer service in the search results. The rules state these must be standard cost numbers.</span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;">I phoned Wynnington to ask them to consider refunding the cost of at least the second call - as it was clearly made because my partner's 96 year old mum didn't think her call had entered correctly. She had no idea it cost £10 for each entry. When I asked her about whether she'd entered she said 'oh yes, I found the word'. When I asked if she knew it cost £10 to enter she gasped, 'oh no, really?'.</span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;">Wynnington answered the phone quickly. The operator was helpful and immediately offered to remove her name and address from further mailings - but this could take a few days, so she may receive further contests in the post. He said he would refer the refund request if I emailed or posted evidence of the call cost (the phone bill). My partner sent this by email. We haven't heard anything yet, but its was only a few days ago.</span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;">When I complained about Churchcastle to the Sun (who ran their puzzles) in 2012 the reader services dept instructed them to refund the £120 my partner's mum spent entering their contests. That was the contest Phone Pay Plus later levied the £800,000 fine for - and instructed Churchcastle to pay back anyone who asked. When I complained to Phone Pay Plus they declined to investigate - my complaint was too early, after mine the flood gates opened and they acted.</span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;">It may be that the PSA Authority is already monitoring Wynnington. Google searches for my original articles about Churchcastle <a href="http://thechiefexecutive.blogspot.co.uk/2011/12/beware-churchcastle-and-sun-wordsearch.html" target="_blank">here</a> and <a href="http://thechiefexecutive.blogspot.co.uk/2012/10/churchcastle-word-search-get-your.html" target="_blank">here</a> are receiving more requests than ever. </span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;">If you, or a friend or relative has been caught out, unaware it costs £10 to enter, or that it is unclear entries for the £10,000 prize are pooled together with entries for other contests then you can complain to the PSA Authority. You should also complain to Wynnington on their customer care line 0179 730 9000 (standard call costs apply) or write to them at Flat 23, Shackleton Court, 2 Maritime Quay, London E14 3QF.</span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;">According to Companies House <a href="https://beta.companieshouse.gov.uk/company/08271507/officers" target="_blank">Wynnington Limited</a> is a subsiduary of <a href="https://beta.companieshouse.gov.uk/company/04301808/officers" target="_blank">Churchcastle Limited</a> and was registered in October 2012 (the same month Churchcastle was fined). The listed Director of Wynnington is Werner Straub, born 1941 with a contact address in Switzerland. Werner Straub and Thomas Alfred Backer are listed as the 2 current Directors of Churchcastle. Proof that Wynnington and Churchcastle Word Search contests are run by the same company.</span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
Unknownnoreply@blogger.com79tag:blogger.com,1999:blog-7414920407208458160.post-410195314389673362017-06-16T13:34:00.012+01:002023-11-07T19:14:29.876+00:00Beware Easylife Group Limited, 'free trial' Easylife Rewards Club and Rocket Marketing Group - Why have they charged me?<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjDkf4XaEkR8PbYcCZtxS6sn6DsawI7uHjqbe43gs454STkGTfNYt-4bgoxiFrBAoUdxbsatcZH_QbORTql5o4LNhlyIRxUPHx_N1G-5WA3k6T9DZcxr7vR0NJ4NVCh_M-iH8B0orUNYNh2/s1600/logo.png" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="73" data-original-width="248" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjDkf4XaEkR8PbYcCZtxS6sn6DsawI7uHjqbe43gs454STkGTfNYt-4bgoxiFrBAoUdxbsatcZH_QbORTql5o4LNhlyIRxUPHx_N1G-5WA3k6T9DZcxr7vR0NJ4NVCh_M-iH8B0orUNYNh2/s1600/logo.png" /></a></div>
<br />
<br />
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif" style="font-size: large;">Beware Easylife Group Limited, 'free trial' Easylife Rewards Club membership and Rocket Marketing Group</span></div><div style="text-align: center;"><span style="font-size: large;"><br /></span></div><div style="text-align: center;"><span style="font-size: large;">*This article was first posted in June 2017 and updated in March 2018 again in January 2023 and November 2023. The updates are all in sequence at the end of this post. *<br /></span>
<span face=""trebuchet ms" , sans-serif" style="font-size: large;"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif" style="font-size: large;"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">Also beware 241 Hotel Card membership, Gourmet Society membership, Discover Britain Card membership, Easylife Motor Club</span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">Buyers who purchased a household product by telephone from the Easylife Group Ltd (11-13 Kings Terrace London) catalogue are offered a 21 day free trial membership to a club that claims to save you money on high street shopping.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj0ZdcZWfjLmN_QG9J7XFDoVXXqINZQdF5hgkR2Udx_nHiI1iqsUfRPwBaWUzYvX54sc2ctUKGq-IQeTPqWvdhLRjIhM1XKur7zNMlvWw5KMwlViFRMAJ4q_HoHVPKZEjP01e9hi843tKpe/s1600/easyliferewards-logo.png" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="110" data-original-width="375" height="93" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj0ZdcZWfjLmN_QG9J7XFDoVXXqINZQdF5hgkR2Udx_nHiI1iqsUfRPwBaWUzYvX54sc2ctUKGq-IQeTPqWvdhLRjIhM1XKur7zNMlvWw5KMwlViFRMAJ4q_HoHVPKZEjP01e9hi843tKpe/s320/easyliferewards-logo.png" width="320" /></a></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">The Easylife Rewards Club is operated by the Rocket Marketing Group based in Brighton.</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<span face=""trebuchet ms" , sans-serif"><br /></span>
<br />
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgEs9bdapx3am5f2dleQfBPHYrjtf7ktMxYN-dTFXtXVPONlosnx7SvFCeiStSITJArQoWKO71s6PMhZF2G0n8X-CjU9bB0o-MpuLGM5qGt719vVJvLCSQGxXsaL3AznTWZrqrJ3gHg4_jR/s1600/AAEAAQAAAAAAAAkBAAAAJGU3N2NiYjc0LTEzZGItNDUyMi1iY2FmLTJlYmQ4NGZiYjNlMw.png" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="200" data-original-width="200" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgEs9bdapx3am5f2dleQfBPHYrjtf7ktMxYN-dTFXtXVPONlosnx7SvFCeiStSITJArQoWKO71s6PMhZF2G0n8X-CjU9bB0o-MpuLGM5qGt719vVJvLCSQGxXsaL3AznTWZrqrJ3gHg4_jR/s1600/AAEAAQAAAAAAAAkBAAAAJGU3N2NiYjc0LTEzZGItNDUyMi1iY2FmLTJlYmQ4NGZiYjNlMw.png" /></a></div>
</div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">You're asked to pay £2.99 to cover postage for the free vouchers and membership pack. This payment is taken when you make your purchase of goods from the catalogue. The discounts provided by Easy Rewards Club appear to be many of the same offers you can easily find all over the internet for free. </span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">What may be less clear is that unless you cancel the 'free trial' before the 21 day trial ends your full annual membership will be charged at £69.98 - to the same card you used to buy something from the catalogue.</span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">At that point Easylife Rewards Club (operated by the Rocket Marketing Group in Brighton) will have been passed all your personal data, your name, telephone number, address and payment details. </span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">Cancelling the 'free trial' can prove difficult. Especially for vulnerable elderly customers who may have purchased a health aid - like joint patches - after seeing the Easylife advert in a newspaper. Then they start receiving a regular catalogue. They may not realise they have taken a 'free trial' and may mistake the voucher pack as 'junk mail' and bin it.</span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">That would be an expensive mistake, because unless they cancel the 'free trial' by phoning Easylife, or visiting the website (difficult for many people in their 80s and 90s) the full annual membership will be charged at £69.98. Once the charge is made getting a refund is very difficult. </span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><b>Here's what happened to my partner's mum when she got involved with Easylife. </b></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">She is 96 years old. She's had an astonishing innings, born in 1921, she served in WWII, and still lives alone in her own home. She manages to stay abreast of world events and politics from the TV, but sadly can't always remember what she ate for lunch. She lives 400 miles away from us, but we speak to her every day. My partner visits her every couple of weeks. She's like many vulnerable older people across Britain. </span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">She purchased a product from the Easylife Group Limited in June 2016. She unwittingly agreed to a 'free trial' of the Easylife Rewards Club (operated by the Rocket Marketing Group). In July 2016 I presume a debit of £69.98 appeared on her bank statement. Her vision is poor and then 95 years old she didn't notice. The same fee £69.98 will be debited in June every year until she cancels.</span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">My partner's mum is housebound. She is unable to save money on high street shopping because she cannot go to the high street. For the same reason she cannot use vouchers to gain discounts in restaurants, visitor attractions or hotels.</span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">In September 2016 (and I'm having to make some assumptions here, because my relative has some memory problems and cannot remember any of this) Rocket Marketing Group used her contact details to sell her a Gourmet Society Membership for £19.94.</span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">The T&C state that your Gourmet Society Membership will be debited at the same rate as your original joining fee every year until you cancel (or if you're lucky your payment card expires and they can't process the payment). That's certainly an easylife for someone, they just keep collecting your money year after year.</span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhqGkui8wr75aNCUkUhj67URj7-LlsadKzpjCvxpEmATDc3Y14M2e-iYnfusHD3K9qR76tGp5c5b7Z-tbnddzha4Kxe_EkCVYGoPXvLRY5to40yyhFTSWrPp1Q3PXweGa7EcTt6WAYysH59/s1600/gs_logo.png" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="85" data-original-width="195" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhqGkui8wr75aNCUkUhj67URj7-LlsadKzpjCvxpEmATDc3Y14M2e-iYnfusHD3K9qR76tGp5c5b7Z-tbnddzha4Kxe_EkCVYGoPXvLRY5to40yyhFTSWrPp1Q3PXweGa7EcTt6WAYysH59/s1600/gs_logo.png" /></a></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">Then in January 2017 they sold her a 241 Hotel Card membership also for £19.94 which was debited from her bank account. The statement entry is Easylife Rewards call 03448-809200 GB. Again the T&C state that membership is renewed every year until you cancel.</span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiUfZeLfXPEhl7c0W0k6Q2pbMG7RHxwg3NnRL-G4fs9Xb8mx5CCnoSOTgJwsCgxKAfjcPEHbLF0N-z8sPMGI1Ew3hI2ZCeQZ1cSHrb5G13zIyjJmMWP2kZe1I7lYeA_tvweDezftfYv9HI-/s1600/logo-2.png" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="102" data-original-width="167" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiUfZeLfXPEhl7c0W0k6Q2pbMG7RHxwg3NnRL-G4fs9Xb8mx5CCnoSOTgJwsCgxKAfjcPEHbLF0N-z8sPMGI1Ew3hI2ZCeQZ1cSHrb5G13zIyjJmMWP2kZe1I7lYeA_tvweDezftfYv9HI-/s1600/logo-2.png" /></a></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">But Rocket Marketing Group weren't finished with my elderly relative yet, not by a long way. Presumably they had her marked down as a cash machine by now with a hotline to her diminishing bank account. She was certainly giving their well paid bosses an 'easylife'.</span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">In April 2017 Easylife Group sold her a second 'free trial' to the easylife Rewards Club when she made another purchase from their catalogue. So now she has 2 memberships both running at the same time.</span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"> When the 21 days ended in April 2017 Rocket Marketing debited £69.98 from her bank. Both the memberships to the Easylife Rewards Club, will keep auto-renewing in June and April every year, each costing £69.98 until she cancels. </span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">Remember she's 96 years old. Living alone, housebound, somewhat confused. Her doctor is concerned she's forgetting to take her medication and we're concerned whether she's remembering to eat. </span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgCmksE59akru013EzPqf5Am22m6Ji4AuCSsu7Yi1S0VL8ErNntzQlOgBxKhhN_3T1jPTUfkanp-bTLCbr1RgwQ5tXWPwB24OVNQfeWqpqBPzxQRfz683Venxhyg75_1JHErC_ULD8opoNf/s1600/logo-3.png" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="163" data-original-width="227" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgCmksE59akru013EzPqf5Am22m6Ji4AuCSsu7Yi1S0VL8ErNntzQlOgBxKhhN_3T1jPTUfkanp-bTLCbr1RgwQ5tXWPwB24OVNQfeWqpqBPzxQRfz683Venxhyg75_1JHErC_ULD8opoNf/s1600/logo-3.png" /></a></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">That same month, April 2017, Rocket Marketing Group sold her a Discover Britain Card membership for £19.98. I presume this was also by telephone. This card claims to offer discounts to various attractions throughout the UK. It shows the National Trust logo on the website - even though they do not appear to have any discounts at the National Trust (they say Kew Gardens is operated by the National Trust, it isn't)</span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj4BYGI8Jl7KIfV-5Is2o3E-CZnHmrjrzr9aFNyKvjeJMdw7n7xeDVsfidHeL4fouFBHJ24phLS0ihL3hGwYhFXTcaGBQhnBvrOb46O-IyAOlyiu5Vz6wZxr-65aEMLRHIOZ4Vp_QDo_gu6/s1600/Screen+Shot+2017-06-16+at+11.02.06.png" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="970" data-original-width="1206" height="257" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj4BYGI8Jl7KIfV-5Is2o3E-CZnHmrjrzr9aFNyKvjeJMdw7n7xeDVsfidHeL4fouFBHJ24phLS0ihL3hGwYhFXTcaGBQhnBvrOb46O-IyAOlyiu5Vz6wZxr-65aEMLRHIOZ4Vp_QDo_gu6/s320/Screen+Shot+2017-06-16+at+11.02.06.png" width="320" /></a></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">In June 2017 my partner begun power of attorney proceedings to look after her mum's affairs. To do this she's gathered up her mum's bank statements. This is when the full horror of Rocket Marketing Group's hotline to her bank account becomes clear. A quick search online and its like pulling at a thread that usually ends at Rocket Marketing Group in Brighton. Look at the T&C on the 241 Hotel card, or the Discover Britain card and there they are lurking like a bad penny (or £19.98, or £69.98 - take your pick)</span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">In February 2012 Rocket Marketing Group were reprimanded by the Direct Marketing Commission for 'inertia selling'. That's when you use one thing to sell another, and another. They promised to mend their ways. It doesn't look like they have.</span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">My partner's mum is unaware she has joined any membership clubs when I ask her (of course becasue If you knew you were a member why would you join again?). So I start trying to unravel the mess, cancel all the direct debits and get her name removed from the mailing lists.</span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">She is already signed up to the <a href="http://www.tpsonline.org.uk/tps/index.html" target="_blank">Telephone Preference Service</a>. This free service is designed to stop companies cold calling and make it difficult for them to pass customer details to third parties. The rules are enforceable by the <a href="https://ico.org.uk/" target="_blank">Information Commissioner</a> . The ICO is thankfully very powerful and controls the way organisations use and safeguard our personal data. This is especially important to protect us from fraudsters. They can fine companies who break the law up to £500,000.</span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">I email Andy Huggins the CEO of Rocket Marketing Group (Brighton). The Operations Manager Bill Emery responds the same day by phone. He agrees to refund all monies debited from 2016 and 2017 on the basis that my partner's mum was unable to give meaningful consent to any of the sales or use of her data. </span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">He apologises that they sold her 2 overlapping memberships for the Easylife Rewards Club. He cannot explain how this has happened, but agrees it is possible and could have happened to other customers. They will refund £202.69 and confirm in writing that they have cancelled all recurring direct debits for Easylife Rewards Club, the Discover Britain Card membership, the 241 Hotel Card membership and The Gourmet Society. They will remover her details from all mailing lists. </span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">I also email Greg Caplan CEO of Easylife Group. The Easylife Group in London has had 4 complaints about misleading ads upheld by the Adertising Standards Authorty 1 in 2013, 2 in 2014, 1 in 2015 and 15 complaints informally resolved. I don't hear anything immediately but in my complaint I referred specifically to the poor quality of a product my partner's mum purchased. Early the next morning they phoned to offer her some more. She said no, and hung up. Maybe this call was related to my complaint, maybe they were hoping she would want to buy a fresh supply - I've explained that she shouldn't talk to anyone calling themselves Easylife as they have taken a lot of money from her bank account. </span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">I had a very helpful online chat with the Information Commissioner (ICO). They have the authority to investigate companies that break Data Protection law. That includes passing on data, calling people who are registered with the Telephone Preference Service (TPS) and gaining meaningful specific consent 'a positive expression of choice'.</span></div>
<div style="text-align: center;">
<br /></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">The Information Commissioner may take a different view on whether a positive expression of choice has been made by the customer during these phone calls. They may also have concerns about the legality of passing personal data of customers registered with the Telephone Preference Service to third parties (Easylife Group to Rocket to the Gourmet Society for instance) They may also have concerns about the ongoing agreement to continue membership year after year.</span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">It's difficult to imagine how Rocket Marketing Group can be confident meaningful consent has been gained for an ongoing annual membership of the Easylife Rewards Club when the 'free trial' was sold by another company. Meaningful consent certainly wasn't obtained in the case of my partner's mum. Yes Rocket refunded immediately - but only when we noticed what was going on. Also it should have robust data management policy to ensure customers are not enrolled and charged twice for the same club. They locate customers by postcode and name so this should be a no brainer.</span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">The <a href="http://www.dmcommission.com/" target="_blank">Direct Marketing Commission</a> also has 5 key principles by which members should operate to treat customers honestly, fairly, openly and with transparency to protect the good image of the direct marketing industry. They can uphold complaints, and refer wrong-doers to the regulatory authorities but they cannot issue fines. Rocket Marketing Group is not a member. </span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">If you, or someone you care about has been caught out by Easylife Rewards Club or any of the membership clubs operated by Rocket Marketing Group (Brighton)</span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
</div>
<ul>
<li style="text-align: left;"><span face=""trebuchet ms" , sans-serif">Phone Easylife Rewards Club customer service line 03448 809 200 and explain what has happened. Ask them what records they have for you, and all the items they have ever sold you. If you are unhappy with this ask for a refund, ask them to stop all direct debits and remove your details from their data base.</span></li>
<li style="text-align: left;"><span face=""trebuchet ms" , sans-serif">If you remain unhappy with the response ask for a senior manager to phone you back. They will agree to this.</span></li>
<li style="text-align: left;"><span face=""trebuchet ms" , sans-serif">If your complaint is about another club or loyalty scheme operated or sold by Rocket Marketing Group complain to CEO andy.huggins@rocketmarketinggroup.com</span></li>
</ul>
<div style="text-align: left;">
<span face=""trebuchet ms" , sans-serif">Easylife Group Limited (London) operate the catalogue sales for goods. They have a satisfaction guarantee on their website. If you have a problem with the goods they have sold or wish them to remove your data from their lists:</span></div>
<div style="text-align: left;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: left;">
<ul>
<li><span face=""trebuchet ms" , sans-serif">Phone them on 0303 031 0777 and explain what has happened. </span></li>
<li><span face=""trebuchet ms" , sans-serif">If you want to ensure they do not pass your data to other companies ask them to remove your details from third party marketing consent.</span></li>
<li><span face=""trebuchet ms" , sans-serif">If your are offered a 'free trial' to any membership club ensure you understand all the details of the agreement and how to cancel it. If you have any doubts - no matter how tempted you are - let the offer pass. </span></li>
</ul>
<div>
<span face=""trebuchet ms" , sans-serif">After you've taken the above steps if you remain unhappy you can complain to:</span></div>
<div>
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div>
<ul>
<li><span face=""trebuchet ms" , sans-serif"><a href="https://ico.org.uk/concerns/" target="_blank">Information Commissioner Office (ICO) </a></span></li>
<li><span face=""trebuchet ms" , sans-serif"><a href="http://www.dmcommission.com/make-a-complaint/" target="_blank">Direct Marketing Commission</a></span></li>
</ul>
</div>
</div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif" style="font-size: large;"><b>Update March 2018</b></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">Since I wrote this article in June 2017 it has attracted a very large number of google search hits. Reviews on other online consumer sites also suggest that there are plenty of people who discover they, or an elderly relative, have become a member of an 'easylife' club - the latest is the Easylife Motor Club. It appears from some reviews to have sold memberships to people who don't own a car and have never even held a driving licence! </span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">In February 2018 Karen Ford, the Head of Compliance at Easylife left a comment below and I exchanged some emails with her about my relative's story outlined above. Karen apologised and said it should never have happened, and wouldn't happen today with the new compliance systems they have in place. She also confirmed that Rocket Marketing Group do sell memberships on behalf of Easylife Group. Karen offered to help resolve complaints. However it now appears that she has left the company. </span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">In November 2018 The Daily Mail ran an article reporting that Easy Life continues to sell its membership clubs to callers who purchase an item from their catalogues. They do this by offering a 'free trial' that then converts into a paid annual membership. They take the payment from the same method as you purchased the catalogue item. If you paid by credit card your credit card company is jointly liable for any unauthorised transactions on your card - so if Easylife won't refund you - ask your credit card company.</span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif"><br /></span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif"><b><span style="font-size: large;">Update January 2023</span></b> </span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif">easylife are still very much alive and kicking according to comments here and elsewhere on the internet. How are they allowed to keep 'selling' subscriptions to elderly customers by phone, signing them up for direct debits in eternity? The only method to prevent them doing this is never buy anything from easylife over the phone, then they won't have your bank account details. If this has happened make sure you ask for your money back - they will refund you, they don't want to be prosecuted. But if you don't ask for a refund they will no doubt state you're another happy customer. </span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif"> </span></div><div style="text-align: center;"><br /></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif" style="font-size: large;"><b>Update November 2023</b></span></div><div style="text-align: center;"><br /></div><div style="text-align: center;"><b><span style="font-size: medium;">Skip to the end of this section to find out how to claim a refund for a club membership</span></b></div><div style="text-align: center;"><b><span style="font-size: medium;"><br /></span></b></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif">You may have read that in October 2022 <a href="https://ico.org.uk/about-the-ico/media-centre/news-and-blogs/2023/03/ico-reaches-agreement-with-easylife-ltd/#:~:text=The%20ICO%20fined%20Easylife%20on,them%20further%20health%20related%20products." target="_blank">The Information Commissioner's Office</a> fined easylife £1.41m for mis-using customer data. The sum was made up of 2 separate fines. One (uncontested) fine of £130,000 was for making 1.3 million unsolicited direct marketing calls. </span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif"><br /></span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif">The larger of the two fines was reduced to £250,000 in March 2023 when easylife successfully argued the practice of 'profiling' its customers for sales purposes had ceased. </span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif"><br /></span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif">During 2023 further comments were added to this blog from family members who discovered their elderly relatives have had hundreds of pounds debited from their accounts for membership club 'subscriptions' they were unaware they'd signed up for.</span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif"><br /></span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif"><b>easylife and easyGroup</b></span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif"><br /></span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif">In October I was surprised to read in the Guardian newspaper (10 Oct 2023) that the brand name 'easylife' is licensed from the easyGroup brand creator and owner Sir Stelios Haji-Ioannou. The <a href="https://easy.com">easyGroup</a> donates much of its profits from licensing the 'easy' brand name to the Stelios Philanthropic Foundation (according to its website).</span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif"><br /></span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif"><i>Note - it is important to differentiate licensing and ownership - Sir Stelios is not the owner or operator of 'easylife' the catalogue company. The founder and CEO of 'easylife' the catalogue company is Greg Caplan.</i></span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif"><br /></span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif">The Guardian newspaper article reported a Leicester pop band has been told to stop using the band's name 'easylife' or face legal action because their on-stage behaviour and their merchandising is damaging to the easylife and easyGroup brand. </span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif"><br /></span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif">EasyGroup owner Sir Stelios is the entrepreneur and founder of easyjet the airline (which also licenses the 'easy' name, but is now a Public Limited Company). I asked Sir Stelios' easyGroup to confirm they are satisfied that the 'easylife' catalogue and subscriptions company meets the brand values of the easyGroup family of companies. </span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif"><br /></span></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif">Sir Stelios Haji-Ioannou personally emailed me within 24 hours assuring me that easylife's lawyers would be in contact to confirm that 'Mr Caplan (easylife CEO) is running his business according to the law and his terms and conditions'. </span></div><div style="text-align: center;"><br /></div><div style="text-align: center;">The next day I received an email from a firm of solicitors assuring me that customers of any of the 7 different reward club memberships sold by Direct Response Marketing Group Limited (the company easylife shares its customer data with) who require a refund should use the contact details on the <a href="https://www.easylife.co.uk/faq" target="_blank">FAQ page on the easylife website.</a> </div><div style="text-align: center;"><br /></div><div style="text-align: center;">The current reward clubs are:</div><div style="text-align: center;"> <b>Motor Club</b></div><div style="text-align: center;"><b>Rewards Club</b></div><div style="text-align: center;"><b>Gardening Club</b></div><div style="text-align: center;"><b>Book Club</b></div><div style="text-align: center;"><b>Perx</b></div><div style="text-align: center;"><b>Puzzle Book Club</b></div><div style="text-align: center;"><b>Supercard</b></div><div style="text-align: center;"><br /></div><div style="text-align: center;"><i>*Some of the reward clubs are different to my list in 2017.</i></div><div style="text-align: center;"><i> Rocket Marketing Group has no connection with any of these clubs.</i></div><div style="text-align: center;"><br /></div><div style="text-align: center;"><div>Easylife's lawyers also drew my attention to the high score of 4.2 easylife has on the <a href="https://uk.trustpilot.com/review/easylife.co.uk" target="_blank">Trustpilot review site</a></div><div>You may wish to read these reviews very carefully.</div><div><br /></div><div>So you can claim a refund for a club membership using the information above. </div><div>But if you don't want a refund but you do want easylife and their affiliate company DRMG to stop calling or mailing, then you can use a law that stops companies holding your data. It's called the 'Right to Get Your Data Deleted' also known as 'Right to Erasure'. There are instructions on how to do this on the data regulator's website: click here:</div><div> <a href="https://ico.org.uk/for-the-public/your-right-to-get-your-data-deleted/#:~:text=You%20should%20contact%20the%20organisation,request%20verbally%20or%20in%20writing." target="_blank">Information Commissioner's Office</a>. </div></div><div style="text-align: center;"><br /></div><div style="text-align: center;"><br /></div><div style="text-align: center;"><span face=""trebuchet ms" , sans-serif"><p class="ml-3 mr-3" style="box-sizing: border-box; font-family: "open sans", sans-serif; font-size: 16px; margin-bottom: 1rem; margin-left: 1rem !important; margin-right: 1rem !important; margin-top: 0px; margin: 0px 1rem 1rem; text-align: left;"><br /></p></span></div><div style="text-align: center;"><br /></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><br /></span></div>
Unknownnoreply@blogger.com90tag:blogger.com,1999:blog-7414920407208458160.post-25031302542603084742017-06-07T14:58:00.002+01:002017-06-08T09:44:43.537+01:00Advertising Standards Authority - Is it worth complaining?<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi_6F35SdZbUvZzKvuvmDM4W0wbN2D2zFGxXF_xcX_ORRkx5LBuGcbL2u3pPfTKZXJqRX8oTplGpkOkHWBUDgWR12PuJQ6YEWxQxywl-ObPop8LfS0Q6yZ5oB-GAWtt_V8HX_-VzMRlQDqe/s1600/United_Kingdom_Advertising_Standards_Authority_logo.svg.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="531" data-original-width="1200" height="141" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi_6F35SdZbUvZzKvuvmDM4W0wbN2D2zFGxXF_xcX_ORRkx5LBuGcbL2u3pPfTKZXJqRX8oTplGpkOkHWBUDgWR12PuJQ6YEWxQxywl-ObPop8LfS0Q6yZ5oB-GAWtt_V8HX_-VzMRlQDqe/s320/United_Kingdom_Advertising_Standards_Authority_logo.svg.png" width="320" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><i>The Advertising Standards Authority is funded by the advertising industry to reassure consumers that ads are 'legal, decent, honest and truthful'</i></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">It's easy to complain about an ad online if you think it doesn't match the above description. However based on my experiences don't expect anything to happen quickly, and don't expect the advertiser to be severely punished.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">I considered complaining to the ASA about some wordsearch contest ads run in the Sun by <a href="http://thechiefexecutive.blogspot.co.uk/2011/12/beware-churchcastle-and-sun-wordsearch.html" target="_blank">Churchcastle in 2011</a>. An elderly relative was duped into thinking she had won a prize and ran up a £120 phone bill she could ill-afford making calls that cost over £8 each. I didn't complain to the ASA because I knew she wouldn't get her money back and Churchcastle wouldn't get fined.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi4Thc3CnSjxF7gJLXbEuhwpKyRCb_Ej1sDzcizDrXIJGIipgjwYiZr97eI7ZGs_CQoqv5fZh6euQ2DmyuoetU3hyOnRww6mHIHMvlyb8KYXbcU8CPTwIEFI7gl1YZP2jOky89R28SorrTN/s1600/IMG00524-20120127-1335.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="240" data-original-width="320" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi4Thc3CnSjxF7gJLXbEuhwpKyRCb_Ej1sDzcizDrXIJGIipgjwYiZr97eI7ZGs_CQoqv5fZh6euQ2DmyuoetU3hyOnRww6mHIHMvlyb8KYXbcU8CPTwIEFI7gl1YZP2jOky89R28SorrTN/s1600/IMG00524-20120127-1335.jpg" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">The Churchcastle Ad</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Instead I contacted the then premium phone line regulator PhonePayPlus. However they told me they were aware of the ads but had decided not to investigate.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">So as a last resort I rang the Sun reader services, and to my utter surprise they instructed Churchcastle to refund the £120 - which amazingly they did. So I felt the regulator had failed to protect my then 93 year old relative but the newspaper did look after their loyal reader.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Then in October 2012 a surprising thing happened. PhonePayPlus announced its biggest ever fine for abuse of premium rate telephony - £800,000 to Churchcastle for the very ad I had attempted to complain about. It seems they continued to receive complaints, many from people with relatives aged 80+ who had fallen victim, and looked again. Then they decided to act to protect vulnerable consumers. They also instructed Churchcastle to refund the money to anyone who had entered. </span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">(Disappointingly in June 2013 after a <a href="http://psauthority.org.uk/~/media/Files/PhonepayPlus/Adjudications/0677620Tribunal20Minutes20review1.pdf" target="_blank">series of appeals</a> the <a href="http://psauthority.org.uk/-/media/Files/PhonepayPlus/Adjudications/06776-CO.ashx" target="_blank">PSA Authority</a> reduced the fine to £425,000 + £100,000 in legal costs).</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">By the time the <a href="https://www.asa.org.uk/rulings/Churchcastle-Ltd-A11-154661.html" target="_blank">Advertising Standards Authority</a> got around to issuing a judgement on the Churchcastle ads it was December 2012 - 22 months after the ad first appeared in February 2011. </span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Unbelievably the ASA did not agree that the miniscule print explaining the call cost at the bottom of a full page newspaper ad was in breach of their advertising code. They said readers could work it out. The ASA did however state that because entrants had to pay over £8 to claim their prize it did break one rule on prize promotions.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">So as far as I was concerned the ASA looked a bit foolish. PhonePayPlus had issued its largest ever fine £800,000 but the ASA didn't think the ad boke its rules.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">In January 2013 I complained to the ASA that Gatwick Airport had run a promotion that misleadingly promised by pre-booking parking early you were guaranteed the cheapest rate. The rate dropped after I booked it. The ASA ruled that the ad was misleading. They did put me in touch with the parking operator and the airport did eventually refund the entire cost.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhQLusyBlxDdO0QH6xeejUlbcSZr-tx2GWDAtcplAMMfYOVuTEnV4tA3IKVJdR3oFFaezKbA7s339FDgvKmyFz0K4TtqjXpEChw7pyG-OBAHbloQ_53AtObtc7qJ4LgLVxiH9GCGwp3-TfC/s1600/Screen+Shot+2017-06-07+at+14.07.42.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="810" data-original-width="1360" height="190" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhQLusyBlxDdO0QH6xeejUlbcSZr-tx2GWDAtcplAMMfYOVuTEnV4tA3IKVJdR3oFFaezKbA7s339FDgvKmyFz0K4TtqjXpEChw7pyG-OBAHbloQ_53AtObtc7qJ4LgLVxiH9GCGwp3-TfC/s320/Screen+Shot+2017-06-07+at+14.07.42.png" width="320" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">I complained to the ASA again in May 2014 about a <a href="https://www.asa.org.uk/rulings/Wm-Morrison-Supermarkets-plc-A14-270607.html" target="_blank">Morrison's supermarket promotion</a> - buy 3 bottles of premium wines for £10. The stock ran out the first day, even though the ads ran all Bank Holiday. The ASA was minded to let Morrison's off because they put some inferior wines on offer instead - but they didn't display pictures of these wines in any of the ads - as I was able to prove with screenshots of Morrison's website - screenshots which Morrison's couldn't provide to the ASA. Eventually the ASA upheld my complaint - insufficient stock of a product on promotion.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">In June 2014 I complained to the ASA about the way Stansted airport advertised its parking charges in online ads. The ASA agreed the pricing and discount claims did not comply with the Advertising Code, however they resolved the matter informally and no adjudication was published. I asked the ASA to get the airport to refund me the overcharge but they said this was beyond their remit.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh56nvEdvKBBN2-2DCm7VZs6xWEf6ttSDVatdoSqNnKqGymgV0M6CTuSgIyZbmMrbHljUrPiqyFAblYTBGce5759knh7XFScb1Ala9LKEx3Wf6VbaSzfdy85Hud67Ga8J6Ffa2tQWigWPwo/s1600/P1040665.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="240" data-original-width="320" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh56nvEdvKBBN2-2DCm7VZs6xWEf6ttSDVatdoSqNnKqGymgV0M6CTuSgIyZbmMrbHljUrPiqyFAblYTBGce5759knh7XFScb1Ala9LKEx3Wf6VbaSzfdy85Hud67Ga8J6Ffa2tQWigWPwo/s1600/P1040665.JPG" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">The Daily Mail free Marmite promotion</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">In October 2016 I complained to the ASA about a Daily Mail and Iceland stores front page promotion for a free large jar of Marmite. All you had to do was take the voucher to Iceland. My local store had no stock, and many people on social media found the same. It took the ASA 8 months to investigate, and today they agreed <a href="https://www.asa.org.uk/rulings/associated-newspapers-ltd-a16-359328.html" target="_blank">the promotion broke their rules</a> - some Iceland stores had as few as 10 jars, some had none at all. </span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">So what happens when the ASA investigates one of its members ads? Not much. The ad must be amended or it mustn't appear again. That's it. The Daily Mail complaint took 8 months, I had to write to the Chief Executive of the ASA to ask why it was taking so long, and as a result I complained about the ASA itself. They begrudgingly apologised to me and said the process had taken longer than it should have done.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">The <a href="https://www.asa.org.uk/asset/81C188DC-FF60-445C-9DE69B82046F963B/" target="_blank">ASA Annual Report</a> issued in April 2017 reveals that only 60% (against a target of 75%) of complainants are satisfied with the process. The ASA gets a new Chair (Lord David Currie) on 1st October this year. I hope he'll look closely at why complainants are so unhappy and work to improve both the speed and effectiveness of the complaints process.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<br />Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-7414920407208458160.post-26043620442588660892016-10-28T09:37:00.002+01:002016-10-28T13:45:13.155+01:00New Apple MacBook Pro 2016 - Tiny Touch Bar Massive Price Tag<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEijujnRsbvPC8rHTf0kUDOsFIuZKryzS0DpZzyNbcZbUwP3WyjdVftV7Kctq4zbdTMlTe1XCMPJRGcY_-lUODC9vm_SF_lQxmuqCGyvrC1yTsIEWNOfpn5jEJEHdxGWpEyQLwWf5nr_oBev/s1600/18801-18278-macbookpro2016touchbar-l.jpg" imageanchor="1"><br /><img border="0" height="319" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEijujnRsbvPC8rHTf0kUDOsFIuZKryzS0DpZzyNbcZbUwP3WyjdVftV7Kctq4zbdTMlTe1XCMPJRGcY_-lUODC9vm_SF_lQxmuqCGyvrC1yTsIEWNOfpn5jEJEHdxGWpEyQLwWf5nr_oBev/s320/18801-18278-macbookpro2016touchbar-l.jpg" width="320" /></a></div>
<span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;"><br /></span>
<br />
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><b>So Apple finally updated the MacBook Pro. October 2016</b></span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;">I use the 13" late 2013 model, which cost £1,168 with Black Friday discount that year. The new model starts at £1749 with the 'Touch Bar'. Of course a lot of potential buyers weren't waiting for a tiny touchable strip above the keys, but a fully touchable screen.</span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;">That wasn't the only surprise. Apple removed all the ports too. USB, gone. SD slot, gone. HDMI, gone. Magsafe charging port, gone. In their place 4 Thunderbolt 3 ports - which require a host of adapters to get things done.</span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;">Apple profits are down. The iPhone 7 has disappointed, there is no new iPad, and the computers are looking very expensive compared to rival PC machines.</span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;">Anyway you can read all about that stuff all over the web. This is a consumer site. So here is my story. </span><br />
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div style="text-align: center;">
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgJpn8JHukBHnlz5qHoFnW0hji3HDEU5ZsxfOUQxGgcDr0yqRlAC06KHZ_f-4FH2I4KpUAtqGMfTUv67HQN925i_mss9VlnNRJDw2CD93Z2d1N6YXc_kiZ8Jp9zTNNS8xibnbQfMy9Vfsf4/s1600/P1040682.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgJpn8JHukBHnlz5qHoFnW0hji3HDEU5ZsxfOUQxGgcDr0yqRlAC06KHZ_f-4FH2I4KpUAtqGMfTUv67HQN925i_mss9VlnNRJDw2CD93Z2d1N6YXc_kiZ8Jp9zTNNS8xibnbQfMy9Vfsf4/s320/P1040682.JPG" width="320" /></a></div>
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;">Last month I bought my first iMac 27" 2TB. I was travelling through London Heathrow Airport and I could purchase at Dixons Travel for £1699 a saving of £150 on the £1849 high street price. Shipping to home was free too. However I didn't unpack it when it arrived. </span></div>
<div style="text-align: center;">
<br /></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;">I knew Apple was holding a launch at the end of October, and I was concerned they might update the iMac with new processors or graphics chips. If they did I would return my unopened package to a Curry's store in exchange for their 'no questions asked' 30 day returns policy. If the launch was delayed I had up to 60 days to return under the Heathrow Duty Free shopping guarantee to return to the airport (but I would have to pay shipping).</span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;">So why didn't I just wait until the launch and buy then? Well I wasn't travelling through Heathrow again, that's why and I wanted to save £150. I also earned £45 in Heathrow points. It also fell just inside the end of my company's tax year. So it was a well timed purchase - I thought.</span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;">So I watched the Apple launch live last night, the key executives selling their wares. There was no word on the iMac, so I assumed it was safe to set mine up. But I decided to double check the Apple store when it went back online with the new machines, and for a moment I did a double take.</span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div style="text-align: center;">
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgY2mf198yDhm1mBLKYzuKE_vnGv0EXUVO7gVkz-fzThd80pIZDZWODZVo6rH-vr74sfjzvm-qY_8cFz0K0GpzUaSGpOi2ETq3R4yPO_bwJ104aXkivDw-e5azmRpwdXIVZYqW_7gr66Qm5/s1600/P1040685.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgY2mf198yDhm1mBLKYzuKE_vnGv0EXUVO7gVkz-fzThd80pIZDZWODZVo6rH-vr74sfjzvm-qY_8cFz0K0GpzUaSGpOi2ETq3R4yPO_bwJ104aXkivDw-e5azmRpwdXIVZYqW_7gr66Qm5/s320/P1040685.JPG" width="320" /></a></div>
<span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">I didn't recognise any of the iMac prices. They were much higher. So there must have been some upgrades to the spec right? </span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;">I checked my specs line by line against the mid-range 27" iMac. It was less specced than mine. I looked at the model now priced £2,249. It was the same spec as my model.</span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;">So just after the glitzy launch of their new MacBook Pros Apple increased the price of their <i>old model</i> iMac's by up to 21% or a whopping £400.</span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div style="text-align: center;">
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgYJISPNbzdQMT3w3aSmY1Dwkb-BXXjOR56SiIWX9n0N6CdXcdANFIspcldxKtYBjLtisiXtl31yExNqPpQTMhfP_WNGv7VashEykzinms_qw-sh4nwEG8zUqx_vZyoDE4akzDIXmf7WJbM/s1600/P1040689.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgYJISPNbzdQMT3w3aSmY1Dwkb-BXXjOR56SiIWX9n0N6CdXcdANFIspcldxKtYBjLtisiXtl31yExNqPpQTMhfP_WNGv7VashEykzinms_qw-sh4nwEG8zUqx_vZyoDE4akzDIXmf7WJbM/s320/P1040689.JPG" width="320" /></a></div>
<span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">This is how Apple hopes to boost profits. It is the world's most profitable company. In 2015 it earned $36.5 billion profit. But that was a drop - it's first for years. The iPhone is Apple's most profitable line, followed by iTunes and the App store sales. Computers come in at the end of that list. Apple must be hoping the new prices can improve lagging revenue.</span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div style="text-align: center;">
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjfbzPhtwK_LXxMgKRISYG5qj2WyEnHfEnFo24B9NtJ5VY48drlLsADTh6AvZjy3WYHHsqNcgmlom-5PxwcLwuufbJvZP1yjEq-xiN-LvhnwOnQIlQ0blNiGFrdtDAd15igm-x1V1VA7M1j/s1600/P1040691.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjfbzPhtwK_LXxMgKRISYG5qj2WyEnHfEnFo24B9NtJ5VY48drlLsADTh6AvZjy3WYHHsqNcgmlom-5PxwcLwuufbJvZP1yjEq-xiN-LvhnwOnQIlQ0blNiGFrdtDAd15igm-x1V1VA7M1j/s320/P1040691.JPG" width="320" /></a></div>
<span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">But here is the problem for Apple - and it's customers. On the online forums following the launch their was plenty of criticism - even from the so called 'Apple Fanboys'. </span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;">The prices are eye-wateringly high, and all the work-horse ports have been removed from the new MacBook Pro. You can't even charge your new iPhone 7 without an adaptor. Close to £2,000 (and above) for a computer is a price point beyond many pockets. </span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;">I doubt I would have bought an iMac at the new price of £2249 to be honest.</span></div>
<div style="text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div style="text-align: center;">
<br />
<br />
<br />
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-7414920407208458160.post-39406687099542686362016-10-15T11:37:00.003+01:002017-06-07T09:24:10.868+01:00Daily Mail Iceland Free Marmite offer - Too Good to be True<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiOYwl24JJimumzR62fwTQ_YdFY8fdHPHWHAEFH6OaqKeUg45XauvLDpS2MaOGHe5G4D4Pc_1y2thFg_DtNe7RFZnwHctb5Bl8z0y2EcUzdVtCZsJblB5t9JG22NexUeL-dN2pyBK0s-jKl/s1600/P1040665.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiOYwl24JJimumzR62fwTQ_YdFY8fdHPHWHAEFH6OaqKeUg45XauvLDpS2MaOGHe5G4D4Pc_1y2thFg_DtNe7RFZnwHctb5Bl8z0y2EcUzdVtCZsJblB5t9JG22NexUeL-dN2pyBK0s-jKl/s320/P1040665.JPG" width="320" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><b>Marmite became headline news this week when Tesco and the manufacturer Unilever argued over the wholesale price </b></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">The Daily Mail and rival supermarket Iceland decided to cash in on the huge national publicity surrounding the dispute.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">The Daily Mail was offering a free large jar of Marmite worth £4.50 to readers who took this voucher into their local branch of Iceland. </span></div>
<br />
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiqT54JZ5QudP_MxMrJHzpY9TTp87OVaXWeHCJ6ZBs06cGP7lgepnpLtzMnQyf2d-bwHnM0zEFC8nbibFk2pw9_ajJXZzER3YHYkdgOQdmjKQNAfT8HAzi2llfE7iu7rP9fZMj1MwgVQP8v/s1600/P1040662.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiqT54JZ5QudP_MxMrJHzpY9TTp87OVaXWeHCJ6ZBs06cGP7lgepnpLtzMnQyf2d-bwHnM0zEFC8nbibFk2pw9_ajJXZzER3YHYkdgOQdmjKQNAfT8HAzi2llfE7iu7rP9fZMj1MwgVQP8v/s320/P1040662.JPG" width="320" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">I dislike the Daily Mail, but I love Marmite. I have no attachment to Iceland, but I enjoyed Malcolm Walker's (the man who founded Iceland) autobiography.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">I bought the Daily Mail (actually got the cost refunded by using a MyWaitrose card after spending £5 in store) specifically to get the voucher and free large 500g jar of Marmite (worth £4.50).</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">Imagine my surprise when I visited Iceland shortly afterwards to discover they did sell Marmite 'but it's finished'. When I checked on twitter I wasn't alone. It seems almost no one had found any 'free' jars of 500g Marmite.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">On the website www.hotukdeals.co.uk other deal hunters noted they hadn't found any Marmite <a href="http://www.hotukdeals.com/deals/free-large-jar-marmite-with-daily-mail-iceland-2527916">either.</a> </span></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">Some comments suggested stock had been limited to either 6 or 24 jars per store. Other comments suggested that the stores had removed Marmite from the shelves completely for the day of the offer.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">Now obviously I don't know how many 500g jars of Marmite were on offer at Iceland.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">However the Advertising Standards Authority (www.asa.org.uk) has very strict rules on promotions like this. It's Advertiser's Code states that advertisers must calculate the likely demand for a promotion. If the promotion is to have very large prominence the availability must meet the expectation of consumers.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">The offer of a free 500g jar of Marmite (worth £4.50) was on the front page of the Daily Mail, directly under the masthead. </span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">Marmite was national news on the BBC and every other newspaper. It was even mentioned on Question Time! </span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">If there were just 6 or 24 jars of 'free' Marmite available in each store then this information should have been printed - so potential purchasers of the Daily Mail could accurately calculate their chances of success. </span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">I would not have purchased the Daily Mail if I knew there were only 6 or 24 jars per Iceland store.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">So I decided to complain to the Advertising Standard's Authority. Now in my experience this is a complete waste of time. The ASA doesn't punish the advertiser in any way whatsoever when it upholds consumer complaints. The ASA is funded by the advertising industry, and in my experience it prefers to rule in favour of errant advertisers.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">That is a big claim, but I base it on my experience. A couple of years ago I made the mistake of complaining to the ASA about a Morrison's Supermarket buy 3 bottles of wine for £10 promotion in the national press and online one May Bank Holiday weekend. </span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">This wasn't just any 3 for £10 promo, some of the wines were premium bottles - including Campo Viejo Rioja and Wolfblass which normally retail at around £7 a bottle. Morrisons had very little stock, but when the shelves were empty by Thursday the press ads continued all weekend and the website still displayed the non existent offer.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">The ASA kept me informed of the progress of my complaint - which was the same 'availability' complaint as the Marmite offer. Morrisons told the ASA that when the premium wine ran out (very quickly, because they had under-estimated demand) they had included some other wines in the promotion. </span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">I responded to the ASA that this wasn't ok. The new wines were not the premium wines in the photographs, and in any case as they were not named in the promotion shoppers would not have known they were included in the offer.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">The ASA asked Morrisons about this, and why they did not amend their website to update the offer and availability.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">Again Morrisons convinced the ASA they had done all they could. The ASA officer handling my complaint told me they would recommend to the ASA Council (who make the final decision) not to uphold my complaint. </span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">I was so outraged (and I had spent a lot of time on this by now) I said I would write a letter to the ASA Council explaining how I felt Morrison's account of events was being favoured over the facts I had supplied (mainly screen shots of their website which Morrisons didn't have). I don't know what happened next, or even if my letter was actually read out by the ASA Council at their meeting, but my complaint was upheld by the ASA Council - despite the officer recommending the opposite.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">I vowed then never to complain to the ASA again. It took up loads of my time and I got nothing but cross. Morrisons carried on with business as usual. I still didn't get any Campo Viejo Rioja. </span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">However never say never. I have just filed a complaint with the ASA on the basis of 'availability' for the Daily Mail, Marmite, Iceland promotion. </span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">Don't hold your breath of the outcome. Advertisers know they can get away with this sort of behaviour. Hardly anyone complains because they assume all these offers are bogus anyway. That's what my partner always says - you didn't believe that did you?</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;">Here is a link to the ASA ruling over the Morrisons offer. Mine was one of the 2 complaints. So yes, no one complains.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "verdana" , sans-serif;"><a href="https://www.asa.org.uk/Rulings/Adjudications/2014/11/Wm-Morrison-Supermarkets-plc/SHP_ADJ_270607.aspx#.WAIFKKOZOb8">https://www.asa.org.uk/Rulings/Adjudications/2014/11/Wm-Morrison-Supermarkets-plc/SHP_ADJ_270607.aspx#.WAIFKKOZOb8</a></span></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><i>Update 13th April 2017 - so the ASA still hasn't adjudicated on my Daily Mail complaint. I emailed the ASA to ask for an update in early March. They didn't reply. So yesterday I tweeted the ASA Chief Executive Guy Parker to ask if a 6 month delay was normal. He said he'd look into it. Shortly afterwards I get an email to say they hope to have news by May. The ASA is paid for by advertisers and guess who it favours? </i></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><i><br /></i></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><b>Update 7th June 2017 (8 months after this promotion ran) the Advertising Standards Authority finally ruled The Daily Mail and Iceland broke the advertising rules with their Marmite stunt.</b></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><b><br /></b></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><b>These are the rules that ensure all ads are '<i>legal, decent, honest and truthful'</i>. This promotion wasn't.</b></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><b><br /></b></span></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><b>You can read the full ruling <a href="https://www.asa.org.uk/rulings/associated-newspapers-ltd-a16-359328.html" target="_blank">here:</a></b></span></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
Unknownnoreply@blogger.com3tag:blogger.com,1999:blog-7414920407208458160.post-69277194590927298662015-04-28T13:24:00.002+01:002017-10-30T23:10:42.020+00:00Beware TFL Contactless Payment overcharging with Credit Cards<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg6Pzqt0bIjZq0YthG1Y4PpbK-RhOveGm0X0-fUMhRLznN4LCprmXg2xe4wc6SpwyfCTWC25HEZEP1y1MrRCDbWgK_LAGd4v3m03sopcu6MbCdQKX5I9kdsY2NmTbEozDVI180o8hINazfE/s1600/Screen+Shot+2015-04-28+at+12.32.11.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="200" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg6Pzqt0bIjZq0YthG1Y4PpbK-RhOveGm0X0-fUMhRLznN4LCprmXg2xe4wc6SpwyfCTWC25HEZEP1y1MrRCDbWgK_LAGd4v3m03sopcu6MbCdQKX5I9kdsY2NmTbEozDVI180o8hINazfE/s1600/Screen+Shot+2015-04-28+at+12.32.11.png" width="320" /></a></div>
<br />
<h2 style="text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Check your card statement very carefully if you use </span><span style="font-family: "trebuchet ms" , sans-serif;">contactless payment on </span><span style="font-family: "trebuchet ms" , sans-serif;">London Transport TFL </span><span style="font-family: "trebuchet ms" , sans-serif;">instead of Oyster</span></h2>
<span style="font-family: "trebuchet ms" , sans-serif;"><i>Using a credit card to touch in and out and pay for journeys on the tube around London would seem like a much better payment method than using an Oyster card - which you have to apply for and top up in advance. </i></span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">Contactless credit and debit card payment is especially useful for infrequent travellers who would previously have paid much higher single fares.</span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">Topping up an Oyster card also requires a stored balance, using a credit or debit contactless card means you truly do 'pay as you go' - no upfront contribution to the TFL coffers.</span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">However the down side is you don't see any display on the card reader showing how much you have been charged when you pay this way. Also all the journeys in a single day are added together into a single charge on your card statement so you have no idea what you paid for each individual journey.</span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">I just got my credit card statement for March. 28 days ago I was charged £10.80 on 30th March for journeys that should have cost a total of £5.60. I didn't discover this until my credit card statement arrived almost a month later.</span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">Fortunately the day this journey took place I suspected something would go wrong with the payment so I registered my credit card on the TFL website in my Oyster profile.</span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">The reason I suspected a problem was because although the customer leaving the exit barrier in front of me touched out there was a problem with his payment.</span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">I had already touched my card on the reader and we both pushed through as the barriers opened. I was concerned about how I would be charged. If you don't touch out you pay a full fare and I couldn't be sure whose payment had registered to open the gates - his payment or mine.</span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">So I spoke to a member of TFL staff who explained I should touch out again as I could not be charged twice.</span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">I was dubious this would happen so I registered my card online when I got home and thought nothing about it until the credit card statement arrived.</span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<br />
<div style="text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif; font-size: large;"><b>£10.80 as a daily charge exceeds the </b></span></div>
<div style="text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif; font-size: large;"><b>£8.80 daily fare cap for touching in and out</b></span></div>
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">After looking at the statement I logged in to TFL to discover I had an incomplete journey alert in my account. But instead of recognising that my card had been charged twice less than 1 minute apart the system appeared to assume I had made another journey in the meantime (if only tube travel was so quick you could go anywhere within a single minute!) and was asking me where I should have touched in.</span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">I filled out an online form to claim a refund from TFL, but it looked like what might happen would be that I would subsequently get charged for 3 journeys instead of the 2 I actually made that day.</span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">Then I phoned my credit card provider MBNA. The agent was extremely unhelpful when I explained MBNA had accepted an incorrect charge on my behalf from TFL. They explained curtly that this retailer (TFL) had instructed them not to deal with any disputes but refer complainants to TFL.</span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">This morning I phoned TFL. The agent saw the problem and agreed to refund the incorrectly registered incomplete journey fee of £5.20. But I was unhappy about this. TFL could have contacted me by email or phone using data in my account, but no, they just billed my credit card an extra fee - exceeding the daily maximum charge.</span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">I pushed the point. </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<br />
<ul>
<li><span style="font-family: "trebuchet ms" , sans-serif;">The member of staff at Oxford Circus was incorrect when they advised me to touch out again. The agent explained you are charged every time you touch the reader.</span></li>
</ul>
<br />
<br />
<ul>
<li><span style="font-family: "trebuchet ms" , sans-serif;">TFL should have realised I could not have made a fresh journey inside a one minute interval.</span></li>
</ul>
<br />
<br />
<ul>
<li><span style="font-family: "trebuchet ms" , sans-serif;">TFL should correct these errors - other credit card users who don't register their cards online may never spot the error.</span></li>
</ul>
<br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">The agent said this was a unique situation, normally errors were automatically corrected before charges are applied.</span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">I responded I very much doubted this experience was 'unique' and had only happened once on planet earth with millions of users every day. He agreed it was not 'unique' but only happened a few times a day. </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">That's a lot of extra revenue taken from customers who have been overcharged. </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">TFL should be proactive and refund customers - not wait for them to notice.</span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">TFL should warn customers of other contactless payment problems - not just the danger of card clash (touching more than one card near the reader may result in multiple charges).</span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">The agent did agree to refund me £10 for the trouble their mistakes caused me.</span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">I won't be using credit cards to pay now but will revert to topping up an Oyster card - that way my contract is direct with TFL not via a credit card company, and I can verify the charge for journeys on screen as I touch out.</span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">Here are TFL's help pages for disputed credit card <a href="http://www.tfl.gov.uk/fares-and-payments/contactless/how-fares-are-charged" target="_blank">incomplete journey charges:</a></span><br />
<br />
<span style="font-family: Trebuchet MS, sans-serif;"><b>Update: 30th October 2017</b></span><br />
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span>
<span style="font-family: Trebuchet MS, sans-serif;">As further proof TFL fraudulent overcharging on credit cards continues. </span><br />
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span>
<span style="font-family: Trebuchet MS, sans-serif;">My partner's Amex card has just been charged £7.70. In fact she made no journey at all. </span><br />
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span>
<span style="font-family: Trebuchet MS, sans-serif;">She touched in at Heathrow Terminal 5 last week, but the station was evacuated before she boarded any train. When the tannoy announced an emergency evacuation the gates were opened so it was not possible to touch out. At my suggestion she linked her Amex card in her Oyster account and it immediately showed there was a refund owing for an imcomplete journey with an indicative fare of £2.80 (This in itself is twice the fare that would have been charged if the journey had been made). </span><br />
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span>
<span style="font-family: Trebuchet MS, sans-serif;">If TFL knew the likely journey charge was £2.80 why did it take £7.70 from the customer's credit card account? </span><br />
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span>
<span style="font-family: Trebuchet MS, sans-serif;">TFL is still overcharging users of contactless credit cards.</span><br />
<br />Unknownnoreply@blogger.com8tag:blogger.com,1999:blog-7414920407208458160.post-32641880718331359072015-04-28T11:08:00.005+01:002019-09-12T11:17:19.286+01:00Belvoir Fruit Farms Ginger Cordial - 'new fiery recipe' disaster<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhPoZ7zql3bkHgUouQE6_YGZUVaTa9cwJz0FBnCRkkvyMUMqIcunF4tmIU1yP9dvGR94kwu0-aAkomn85UFuocCiwAR4vwCjIiHpdKwJfT_Ai95Q77EKC7CA175HqzX51yFl0VFMIao6AqI/s1600/P1000482.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="320" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhPoZ7zql3bkHgUouQE6_YGZUVaTa9cwJz0FBnCRkkvyMUMqIcunF4tmIU1yP9dvGR94kwu0-aAkomn85UFuocCiwAR4vwCjIiHpdKwJfT_Ai95Q77EKC7CA175HqzX51yFl0VFMIao6AqI/s1600/P1000482.JPG" width="240" /></a></div>
<h4>
<div style="text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">'New Fiery Recipe' </span><span style="font-family: "trebuchet ms" , sans-serif;">Belvoir</span><span style="font-family: "trebuchet ms" , sans-serif;"> Farms Ginger Cordial </span></div>
<span style="font-family: "trebuchet ms" , sans-serif;"><div style="text-align: center;">
and the old 'makes 10 pints' version side by side<br />
<br />
<i>This article is out of date. It was originally written in April 2015. The 'Fiery' recipe was replaced in December 2016. I have reviewed the 3rd recipe released in June 2017 at the end of this article. I like it, and continue to buy and enjoy this product today. All companies make mistakes - but when they put them right all credit to them!</i><br />
<br />
<i><br /></i>
</div>
<span style="text-align: left;">I<span style="font-weight: normal;">n our household we used to love Belvoir Farms Ginger cordial. Mixed with sparkling mineral water (and ice) it was a delicious, refreshing old fashioned tasting ginger beer-like drink.</span></span></span></h4>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">Belvoir Ginger cordial was hard to get hold of - only the larger branches of Waitrose, Sainsburys, Tesco and Asda stocked it. It was so popular among die-hard aficionados that there was often just a vacant gap on the shelf where it should have stood.</span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">So eventually I took to ordering in bulk from Ocado whenever it was on offer. </span><span style="font-family: "trebuchet ms" , sans-serif;">Last night I noticed Ocado was price matching Tesco at 2 bottles for £5 so I ordered the maximum 20 bottles that Ocado would allow. The delivery arrived super promptly at 9 am this morning.</span></div>
<br />
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjnebt3xnUVFEf4EKcuPEguwhSGjHwb5KktYpgNxFGGalzn1xjwLwR6lI_bQWOClXxClz15lZRaNJ7Hcfxzbfk_5H_PO_Wz_PXHog8RTwErlx0WL4XJVs5RF8XASdvihdgK3rlWkUw9G6Dd/s1600/P1000483.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjnebt3xnUVFEf4EKcuPEguwhSGjHwb5KktYpgNxFGGalzn1xjwLwR6lI_bQWOClXxClz15lZRaNJ7Hcfxzbfk_5H_PO_Wz_PXHog8RTwErlx0WL4XJVs5RF8XASdvihdgK3rlWkUw9G6Dd/s1600/P1000483.JPG" width="320" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">I noticed immediately something was wrong. In fact at first I thought I may have ordered a ready to drink variety rather than the concentrate - because the liquid was clear, not cloudy like the 'old version'. </span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">I grabbed a bottle of the old one and me and the delivery driver looked at them side by side. 'Same label' the driver said. 'Yes it is' I agreed. So on that basis I took delivery of 20 bottles.</span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">When the driver left I peered at the bottle, well bottles actually, rather more thoroughly. It didn't look good. On the neck label was the tiny legend '<i> new fiery recipe</i>' where it used to say '<i>makes 10 pints</i>'.</span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">I decided the drink might taste the same, even though it looked <i>so </i>different. I mixed up 2 glasses - both with sparkling mineral water and ice. As I feared the '<i>new fiery recipe</i>' version was clear next to the pleasingly cloudy old '<i>makes 10 pints</i>' version.</span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">I sipped nervously the new drink. Nasty. sharp, watery, lemony, with a tingling burning sensation on the tongue and an acidic after taste. </span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">Then a sip of the old version. Aah, chalk and cheese, smooth, with real body and a great ginger taste.</span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">I read the ingredients label. I didn't like what I read.</span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;"><i><b>New 'fiery recipe' version</b></i></span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;"><i>Sugar, water, fresh root ginger infusion 20%, lemon juice (from concentrate) ginger extracts 1%, citric acid, lemon extract, capsicum extract.</i></span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;"><i><b>Old 'makes 10 pints' version</b></i></span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;"><i>water, glucose syrup, sugar, lemon juice 10% (from concentrate) fresh ginger extract 8%, concentrated ginger extract 2%.</i></span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;"><i><br /></i></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi1H6MU7PkBJSEHvkTIKaN3DqJKXemtqLhah4Oe_azVwMvdGK0i-rm_EUSZjEceLIFydJymm8Ld7EYiTL6ZNvxag70iKhuESlQm5lKtHu07vBuCkYWpWRIq87CJuvgD2C4jwM86-Bc6BVpv/s1600/P1000476.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi1H6MU7PkBJSEHvkTIKaN3DqJKXemtqLhah4Oe_azVwMvdGK0i-rm_EUSZjEceLIFydJymm8Ld7EYiTL6ZNvxag70iKhuESlQm5lKtHu07vBuCkYWpWRIq87CJuvgD2C4jwM86-Bc6BVpv/s1600/P1000476.JPG" width="320" /></a></div>
<div class="" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><b>Yes - completely different </b></span></div>
<div class="" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><b><br /></b></span></div>
<div class="" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><b>Look again at the tiny neck label - '<i>new fiery recipe</i>'</b></span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">Now I knew I would have to send back 20 bottles to Ocado. I couldn't drink this - and I'd just spent fifty quid on a supply for the whole summer.</span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">Before I arranged to send it back I thought I'd better check this wasn't a faulty batch. I looked up Belvoir Fruit Farms online. I started filling in their web form, but then as it didn't seem to promise much help I phoned them. </span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;"><b>Why has Belvoir Fruit Farm changed the Ginger Cordial recipe?</b></span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">The automated options certainly do make Belvoir sound like a farm rather than a huge multi-national drinks producer. So when my call defaulted to 'switchboard' I wasn't surprised. I asked if they had a consumer department for customer queries. 'What's it about?' the operator asked. 'The ginger cordial' I replied. There was the slightest hint of recognition as to why I might be phoning. "i'll put you through to Barbara'.</span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">Barbara came on the phone instantly. I explained about how we loved their Ginger cordial, but now I'd got 20 new bottles and they looked all wrong. 'Perhaps I have a faulty batch?' I said optimistically. </span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">'Has the bottle got a new recipe label on the neck? asked Barbara. So this wasn't a faulty batch, this really was the 'new fiery recipe'.</span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: left;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiDiChLQa9O7KX3n5zRhyphenhyphenbWGNAxXV1Sq0rJ4oM_eL0Q45jOD6FB_rE8310pvu3mepZ8pWtp4cOZA82sg2UAziTkaB0fSJaIuj6EKtnucBj02ZGMx4zgVty3HMUAKyAWUX9DvkCz5JfS_c7V/s1600/P1000480.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="320" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiDiChLQa9O7KX3n5zRhyphenhyphenbWGNAxXV1Sq0rJ4oM_eL0Q45jOD6FB_rE8310pvu3mepZ8pWtp4cOZA82sg2UAziTkaB0fSJaIuj6EKtnucBj02ZGMx4zgVty3HMUAKyAWUX9DvkCz5JfS_c7V/s1600/P1000480.JPG" width="240" /></a></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">Barbara went on to explain they had to change the recipe because the supplier of the ginger extract had ceased trading. So they'd had to formulate a new recipe, they'd added lemon juice to prevent the solids forming in the bottle (we liked those bits!). They'd had to change the ginger part, it wasn't a choice, it was out of their hands. There was no going back. Barbara was sounding a bit upset now. </span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">It seems I'm not the only disappointed former ginger cordial fan. There have been many more getting in touch. I said I felt Belvoir should have been clearer that this is a <b>COMPLETELY NEW</b> recipe. She reluctantly agreed perhaps they should have done something more 'all singing and dancing' than 'new fiery recipe' on the tiny neck label.</span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">I pointed out that if you shop online you'd have no idea the label has changed (in fact Ocado still shows the old <i>'makes 10 pints'</i> neck label in their stock photo). Barbara said they didn't know when the new stock would land in each of the stores as they make it in bulk and send it out as and when the orders come in.</span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">Oh well. Good customer service from Belvoir, they explained themselves, and they really are a small boutique type manufacturer - Cocoa Cola they are not (thankfully) at the mercy of other suppliers.</span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">Ocado were even better and immediately offered to collect all 19 bottles (I sampled one remember) but they would refund me for 20. They also said they'd send a note to the website product team. </span></div>
<div class="" style="clear: both; text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;">I've added a review online on Ocado.com to warn other fans of Belvoir Ginger Cordial. Sadly it can never be the same drink again. First world problem I know. Meanwhile I'll be scouring the shelves for old stock - more like searching for rare wine than ginger cordial.</span></div>
<br />
<span style="font-family: "trebuchet ms" , sans-serif; font-size: large;"><b>June 2017 The '3rd' recipe with capsicum extract</b></span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<br />
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj4oPpT0p7y-8-idaulBKHeREg24ti6r28vclwKicmltR6f_9Avp-6Fyu6wbQD47BXgdkqPbPqTyMDPfDpg-ngBgNtL0JRRADT62h3cDMSxVT1VNW5871fobhD4pqR6KKEJgEuHYPB3ejT8/s1600/IMG_20170603_1611016.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="1600" data-original-width="900" height="320" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj4oPpT0p7y-8-idaulBKHeREg24ti6r28vclwKicmltR6f_9Avp-6Fyu6wbQD47BXgdkqPbPqTyMDPfDpg-ngBgNtL0JRRADT62h3cDMSxVT1VNW5871fobhD4pqR6KKEJgEuHYPB3ejT8/s320/IMG_20170603_1611016.jpg" width="180" /></a><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh1MWCKSIx0CtH4i7LavWAkNawcifB9IgTSY-NmO5v6xl8iwGDqPwZkZoSoJ5MPVpiHtPmHDOafKmiSeoLd-uq5rEZI8tsWPfsxgkWwFEZhwd2EmbqkSY9y4rAFC6N5tTTEvIuBZXxSGCVZ/s1600/IMG_20170603_1611415.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="1600" data-original-width="900" height="320" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh1MWCKSIx0CtH4i7LavWAkNawcifB9IgTSY-NmO5v6xl8iwGDqPwZkZoSoJ5MPVpiHtPmHDOafKmiSeoLd-uq5rEZI8tsWPfsxgkWwFEZhwd2EmbqkSY9y4rAFC6N5tTTEvIuBZXxSGCVZ/s320/IMG_20170603_1611415.jpg" width="180" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">The '3rd' 2017 recipe left, original 2015 recipe right - click image to view ingredients</span></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgCZq9ckRY9qicXdtzidAoJyCQ1tDyXXoDRMBeyzAlmoLGNzhqyQrH5fqtf0zsNMYPV5jxeqrkGOFsAMiSDjvNmr4zLbSStSE8IUQoWFV76gmxf2k_FRmvAFADmFMXUr_ZCkk9GE-8ph7Rf/s1600/IMG_20170603_1618220.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="900" data-original-width="1600" height="180" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgCZq9ckRY9qicXdtzidAoJyCQ1tDyXXoDRMBeyzAlmoLGNzhqyQrH5fqtf0zsNMYPV5jxeqrkGOFsAMiSDjvNmr4zLbSStSE8IUQoWFV76gmxf2k_FRmvAFADmFMXUr_ZCkk9GE-8ph7Rf/s320/IMG_20170603_1618220.jpg" width="320" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<span style="font-family: "trebuchet ms" , sans-serif;">Equal measures undiluted with ice</span></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;">I amassed significant supplies (about 36 bottles, it was on offer in Tesco) of the 'original' recipe bottles back in 2015 when I realised the recipe had changed. I still have around 10 bottles in June 2017. But prompted by recent comments (below) I'm updating this article to cover the latest recipe (which I will call the '3rd' recipe). </span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;"><b>Appearance</b>: The 3rd recipe is much less cloudy than the original recipe and this is noticeable when the bottles are placed side by side.</span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;"><b>Ingredients:</b> (2015, original recipe) water, glucose syrup, sugar, lemon juice 10% (from concentrate), fresh ginger extract 8%, concentrated ginger extract 2%</span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;"><b>Ingredients:</b> (2017, 3rd recipe) sugar, water, lemon juice (from concentrate) fresh root ginger infusion 11%, processed ginger juice 2% (not from concentrate) ginger extracts, capsicum extract </span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;">For historical reference:</span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;"><b><i>Ingredients:</i></b> (2015 'fiery' recipe) </span><i style="font-family: 'trebuchet ms', sans-serif;">Sugar, water, fresh root ginger infusion 20%, lemon juice (from concentrate) ginger extracts 1%, citric acid, lemon extract, capsicum extract.</i></div>
<div class="separator" style="clear: both; text-align: justify;">
<i style="font-family: 'trebuchet ms', sans-serif;"><br /></i></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;"><b>Taste:</b> I like this drink reasonably strong. Stronger than the 22 x 250ml servings the label suggests are possible. I used the pictured shot glass to pour 2 equal measures and then filled the glass with ice and sparkling mineral water (Saskia from Lidl which is my preference). I realise that temperature also has an effect on flavour, but this is how I prefer this drink and therefore that's how I chose to conduct this test.</span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjzsmAnGLT-BqUF5HABBAEY6OuKppvvTxiaAjb_4RQFbW54Ymz32Zu66FRLknZ9LWqvPykNUp7MlGe9mVVfCAv0g1cWI6_vEmm_bm3ilwkYVTA5kfwNcVxeGwQpuD5FxUzea95bJ2rVWx0K/s1600/IMG_20170603_1615163.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="900" data-original-width="1600" height="180" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjzsmAnGLT-BqUF5HABBAEY6OuKppvvTxiaAjb_4RQFbW54Ymz32Zu66FRLknZ9LWqvPykNUp7MlGe9mVVfCAv0g1cWI6_vEmm_bm3ilwkYVTA5kfwNcVxeGwQpuD5FxUzea95bJ2rVWx0K/s320/IMG_20170603_1615163.jpg" width="320" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;">As you would expect on dilution the '3rd' recipe remains clearer and more 'cordial' like in appearance. The original recipe is cloudier.</span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;">I tasted the original recipe first as it's what I am most familiar with. It has a sugary, full bodied smooth taste with a refreshing ginger tang. It resembles what I suppose could be described as a 'juice' the kind of drink that might come from a carton (especially at this strong dilute).</span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;">In contrast the '3rd' recipe (2017) is more like a traditional cordial in appearance and taste - a drink which has water added by the consumer. It tastes 'thinner', less sugary (in common with many drinks now that health concerns are raised) and the ginger is obvious (as you would hope!). The fresh ginger juice is refreshing and pleasing to the taste. It is much nicer than the 'fiery' recipe, so a definite improvement. However I'm personally not keen on the addition of capsicum - it is very definitely evident and for me has a rather unpleasant lingering taste on the tongue. Ginger traditionally has a settling effect on the stomach, and I would imagine the capsicum could reverse this effect as it is known to be an irritant. </span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;">So well done Belvoir for having another go at the recipe and for explaining why it was altered in the first place. Personally I would prefer a recipe without the capsicum, but I appreciate that Belvoir will have researched this and are confident that consumers prefer more 'fire' in their ginger drink - perhaps to make it closer to ginger beer. </span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;">I purchased the '3rd' recipe on offer at Waitrose with 25% off the standard price (£3.15) at £2.36 for 500ml. This would be a price point that I would consider 'stocking up' but I'm afraid it's not the drink I hoped it would be. If it had been my first ever trial purchase I suspect I would not be a repeat buyer. To be fair I do not buy cordials in general, and so I'm not a typical consumer. If you liked the original recipe I would urge you to try it - you might love it.</span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;">A few years ago the 'Roots' brand produced a wonderful ginger cordial (also discontinued as far as I am aware) Cordials appear to be fashionable so I'm hopeful another ginger cordial will appear on the market before my supply of 'original' Belvoir Ginger Cordial is exhausted. </span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: justify;">
<span style="font-family: "trebuchet ms" , sans-serif;"><b>Update 2019</b> - I continue to buy and enjoy Belvoir Ginger cordial and mix with carbonated mineral water and add ice (it's much nicer icy cold). My guests enjoy it too. I don't drink a lot of it, but it is very refreshing and a good alternative to alcohol. But for refreshment I would always choose still water from the tap, chilled in the fridge. If you've never tried it - give it a go.</span></div>
Unknownnoreply@blogger.com29tag:blogger.com,1999:blog-7414920407208458160.post-18875858948977939292015-01-09T20:02:00.002+00:002023-01-16T11:49:11.367+00:00Doing Your Own Probate?<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEheQPc7q_gsbLmXx_OCGR-3xJ-K6NFkbhlcAFjlvisvfrq78GfdvvzZjez2Z7try6QotQp0ZXRHRSdAoalsWyIv1BKXjcCJF4zRc_IElrsYvz2uK_quOHjdVeuh-qLh84-TYP3Bkhu9FJsW/s1600/P1050535.JPG" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEheQPc7q_gsbLmXx_OCGR-3xJ-K6NFkbhlcAFjlvisvfrq78GfdvvzZjez2Z7try6QotQp0ZXRHRSdAoalsWyIv1BKXjcCJF4zRc_IElrsYvz2uK_quOHjdVeuh-qLh84-TYP3Bkhu9FJsW/s1600/P1050535.JPG" width="320" /></a></div>
<br />
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif" style="font-size: large;"><b>Thinking of Doing your Own Probate? </b></span></div>
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif">Pictured are my DIY Probate files with 12 months of paperwork</span><br />
<br />
<span face=""trebuchet ms" , sans-serif"><i>This post was written in January 2015</i></span></div><div style="text-align: center;"><i>Not all the information in this article is current - but the overall advice is sound.</i></div>
<span face=""trebuchet ms" , sans-serif"><br /></span>
<span face=""trebuchet ms" , sans-serif"><br /></span>
<span face=""trebuchet ms" , sans-serif">A year ago this week my mother died aged 80. Today we sold the house our family (my brother, sister and me) all grew up in. Our family lived there for 50 years. This was the final step in winding up my much missed mother's estate.</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<br />
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><b>You're probably reading this because you're and executor and you're in the process of or thinking about applying for probate or you're in the middle of the admin jungle.</b></span></div>
<span face=""trebuchet ms" , sans-serif"><br /></span>
<span face=""trebuchet ms" , sans-serif">I'd never been named as an executor before. My brother and I decided to apply for probate on behalf of all 3 of us. We would share the paperwork. It does mean 2 people have to sign forms, and we live in separate cities so there was a lot of posting things back and forth.</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<span face=""trebuchet ms" , sans-serif">Solicitors can charge around £10,000 for this service. That's an eye-watering sum. 12 months on I can fully appreciate why they charge so much. It is a lot of work.</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<br />
<blockquote class="tr_bq">
<span face=""trebuchet ms" , sans-serif"><i>More and more UK homeowners will fall into the Inheritance Tax net. The individual tax free allowance on death is £325,000. The same allowance carries forward from a previously deceased spouse or civil partner making a total of £650,000 before any IHT is payable. However many family homes now exceed this value. Above this figure IHT is payable at 40% on the balance.</i></span></blockquote>
<span face=""trebuchet ms" , sans-serif"><br /></span>
<span face=""trebuchet ms" , sans-serif">However I can honestly say I think it is worth doing it yourself. But there are a few things you must be aware of:</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<span face=""trebuchet ms" , sans-serif">1. It will take a long time. 12 months is relatively quick to wind up an estate upon which death duty / inheritance tax is payable.</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<span face=""trebuchet ms" , sans-serif">2. You must be organised.</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<span face=""trebuchet ms" , sans-serif">3. It will be much easier if you have internet access, a PC and a printer. You'll also be making a fair amount of phone calls.</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<span face=""trebuchet ms" , sans-serif">4. Some of the tasks will be upsetting. If you can share the burden it really helps. My brother and I managed to have a good laugh when things got really ridiculous. </span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<span face=""trebuchet ms" , sans-serif">There is a lot of information to gather before you can even apply for probate. (<i>These notes assume you are dealing with the last surviving resident of a property. They will be slightly different if the home is still occupied).</i></span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<br />
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><b>First Things First</b></span></div>
<span face=""trebuchet ms" , sans-serif">During the first week after the loss of someone very close, things can be very difficult. Sleeping is hard, thinking straight is a challenge. Don't make any other big life changes! You must register the death (get a few copies of the death certificate). If you can, you should collect up any key documents - the Will (assuming there is one) Deeds to any property, tell the bank and cancel deliveries like newspapers and subscriptions. Remove any valuable items from the unoccupied house.</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<br />
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><b>Notify Utilities and Insurers</b></span></div>
<span face=""trebuchet ms" , sans-serif">The next set of tasks can be very frustrating. Some companies have 'bereavement teams' who are specially trained to help you and provide the information you need. They will help you through the 'data protection' hurdles so you can discuss the deceased account. They will possibly need to see a copy of the death certificate. O2, SSE, and Plusnet scored very highly here, as did the Telegraph and Independent newspapers which my mother subscribed to (They both refunded fees for unused subscriptions). The History Magazine wanted to see a probate certificate to refund £19! You'll need to pay any outstanding bills or collect in credit. You will be able to continue services like gas and electricity as executors. Make sure the home remains insured.</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<br />
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><b>Pension Providers</b></span></div>
<span face=""trebuchet ms" , sans-serif">Pension providers (including the state pension) need to know the date of death and receive a copy of the death certificate. </span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<br />
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><b>Banks and Building Societies</b></span></div>
<span face=""trebuchet ms" , sans-serif">The real frustration starts when you have to contact financial institutions. </span><span face=""trebuchet ms" , sans-serif">All the financial institutions I dealt with had different procedures and forms.</span><span face=""trebuchet ms" , sans-serif"> </span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<span face=""trebuchet ms" , sans-serif">Nat West does have a bereavement 'estates' department, but they were a nightmare. Even they agreed the service fell far short and paid me £100 compensation. They also refused to release any funds (except to reimburse funeral expenses) until probate was obtained.</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<span face=""trebuchet ms" , sans-serif">Santander released a sizeable cash ISA sum on sight of the death certificate. They will release up to £25,000. Halifax still wouldn't tell me how much was in a savings account after 2 long phone calls, and a letter. I had to attend a branch appointment to discover the account held £88 (40% of which was later paid in inheritance tax).</span><br />
<br />
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><b>Shares and Investments</b></span></div>
<span face=""trebuchet ms" , sans-serif">The 2 main registrars for all shares are Equiniti and Capita. We found the former much more helpful. Capita were almost obstructive at times. Unless shares are held electronically in the CREST system you'll need to find all the share certificates. There is a charge to replace them and it can be significant.</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<span face=""trebuchet ms" , sans-serif">Fund and Life Assurance providers also vary enormously in their handling of probate enquiries. Invesco Perpetual were excellent, Skandia a nightmare (they would only deal with the financial adviser even after they received the death certificate) Aviva were also difficult to deal with and their answers inconsistent. Sterling released funds immediately (which was very useful to pay the inheritance tax, more on that in a moment) while others insisted probate was obtained before funds were released.</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<br />
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><b>Open an Executors Bank Account</b></span></div>
<span face=""trebuchet ms" , sans-serif">The Nat West were keen for us to open an executors account, but due to their appalling service we went to Santander as I was a customer. Santander don't actually offer formal 'executor' accounts so we opened a current account in joint names and hoped this would work for us. It did. We needed the account to pay the utility bills and collect the funds into.</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<br />
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><b>Property Valuation</b></span></div>
<span face=""trebuchet ms" , sans-serif">You'll need a valuation for any property. We decided to hire a chartered surveyor to do this. It cost a few hundred pounds, but we decided the cost was worth it to ensure HMRC accepted the figures. On the IHT400 form HMRC ask who has provided the valuation so a qualified professional is worth the expense in my view.</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<br />
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><b>Valuing the Contents of the home</b></span></div>
<span face=""trebuchet ms" , sans-serif">This seems a daunting task at first. I looked at some examples of valuations and was shocked to discover how low they were. Then reality set in. The possessions we spend a lifetime of spending on aren't worth much when we're gone. Books, clothes, linens, kitchen stuff and so on have no value. Even all the furniture in the home may be worth very little. We gave all the clothes to charity almost immediately so others could benefit from them. We settled on £1250 as a value for the other things. later, on reflection this figure seemed quite high. The furniture had little value and we sent over half to the British Heart Foundation (who willingly came and collected it). My mother subscribed to Royal Mail First Day Covers. We discovered they were worthless too (have a look on eBay where 100 fetch about thirty quid!).</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<br />
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><b>Applying for Probate</b></span></div>
<span face=""trebuchet ms" , sans-serif">By late March, after 3 months of collecting documents we were ready to fill in the probate forms (IHT 400). I did them in draft, which took several hours, and then my brother and I went through them all again together which took about 6 hours. This was an essential step as we uncovered a couple of significant errors I had made. </span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<span face=""trebuchet ms" , sans-serif">Surprisingly you have to pay any Inheritance Tax due before probate is granted. This is a challenge if you don't have sufficient funds. It is a Catch 22. Some people have to borrow the tax due and then repay the loan when funds are released after probate is granted. I understand why HMRC does this (to stop people failing to pay up) but it seems tough. There is a grace period on any property which makes up the estate over the threshold for IHT. </span><span face=""trebuchet ms" , sans-serif">You also have to calculate your own tax (unlike Self Assessment there is no online HMRC facility to do this, it's all done on paper with a calculator). We sent off the forms and paid the tax online. Then waited.</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<br />
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><b>Receiving the Grant of Probate</b></span></div>
<span face=""trebuchet ms" , sans-serif">It took just over 6 weeks for the Grant of Probate to arrive at the beginning of June (six months to the day after the death). I quickly got to work calling in all the investment and bank funds starting with the most valuable. We decided to re-register all the investments and shares in the names of the 3 beneficiaries. We thought this was fairest and it avoided selling everything whatever the state of the investments. (We also wanted to be careful about triggering additional Capital Gains tax if selling investments or property at a profit over the original probate valuations). This was a good decision, but involved a lot of form filling, some of which got sent back as they were wrong, and one batch I sent to my brother for signatures was delayed in the post for a heart-stopping 12 days (I hadn't put sufficient postage on the package, but was furious the Royal Mail just sat on it for 2 weeks) and took a long time.</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<br />
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><b>Tax Return for the Deceased</b></span></div>
<span face=""trebuchet ms" , sans-serif">You'll also discover the executors need to fill in a tax return for the deceased. This makes sense as there may have been income during the last tax year of their life which has not been taxed, or over-taxed (and a refund is due). There may also be a tax return to complete for the Administration Period (between death and Grant of Probate) to cover any additional funds which have not been declared (for example rent received). Collecting all the paperwork together to complete the tax return can easily take a few hours.</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<br />
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><b>The Estate's Funds Arrive</b></span></div>
<span face=""trebuchet ms" , sans-serif">When all the funds were collected in we decided to pay the balance of the Inheritance Tax on the property and transfer the house into the names of the 3 beneficiaries. This means any gain in value at sale can be divided 3 ways for Capital Gains Tax purposes. As executors we then paid the specific bequests to the other beneficiaries of the will, and then divided the majority of the cash.</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<br />
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><b>Selling the Property</b></span></div>
<span face=""trebuchet ms" , sans-serif">We were lucky in that we didn't need the cash from the sale of the property quickly. We were able to spend almost a full year visiting the house we grew up in and carefully deciding what to do with everything. I cherish the time we have spent doing this. I have spoken to others who had to empty a family home quickly and they usually regret it. It took 3 months to sell the property after the first buyer pulled out. Luckily we weren't in a hurry.</span><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>
<span face=""trebuchet ms" , sans-serif"><br /></span>
<br />
<div style="text-align: center;">
<span face=""trebuchet ms" , sans-serif"><b>Not Forgotten</b></span></div>
<span face=""trebuchet ms" , sans-serif">Dealing with bereavement is different for everyone. There are many stages. I write this at the end of a difficult year. But my mother would have been pleased that all her affairs had been dealt with thoughtfully, promptly and efficiently. Also I understand everything about the estate. I know that nothing has been missed. That's how she liked things done. During the process I noticed she kept her papers in order and annotated just the same way I keep mine! Then it dawned on me. I keep my papers just as my mother kept hers because for years I have followed her example! I miss her.</span><br />
<br />
<br />
<i style="font-family: "\"trebuchet ms\"", sans-serif; text-align: center;">(Update March 2017 - there are important new changes to probate starting in the UK in May 2017. Probate fees will be on a sliding scale based on the value of the estate. For estates over £500,000 there is a significant increase. This post was written in January 2015)</i><br />
<span face=""trebuchet ms" , sans-serif"><br /></span>Unknownnoreply@blogger.com9tag:blogger.com,1999:blog-7414920407208458160.post-28485113542726626442014-05-02T19:08:00.001+01:002014-05-02T19:08:12.386+01:00Tesco Clubcard Vouchers - Not Worth Peanuts<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgND1IcOvQR8qDKVL0pl0wvpqYpZs9WUBMHYwnzAE37UqwL7Csr3OJzUpe2UH83y6H3ApyHOJJSuLC7T0ObKtul-myKRtTR7OqalomPWmUABf0xe_axMb_cY9GJkPq4YEhfUIVsSKHkjKM6/s1600/IMG-20140502-00866.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgND1IcOvQR8qDKVL0pl0wvpqYpZs9WUBMHYwnzAE37UqwL7Csr3OJzUpe2UH83y6H3ApyHOJJSuLC7T0ObKtul-myKRtTR7OqalomPWmUABf0xe_axMb_cY9GJkPq4YEhfUIVsSKHkjKM6/s1600/IMG-20140502-00866.jpg" height="240" width="320" /></a></div>
<br />
<br />
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif; font-size: large;"><b>Tesco Clubcard Vouchers - Not worth Peanuts</b></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif; font-size: large;"><b><br /></b></span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;">Tesco famously uses Clubcard holders information to gain an advantage over rival supermarkets. They record every item you ever buy when you swipe your club card. They give you cash rewards in return, which you can also swap for other rewards.</span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;">Tesco aren't shy about revealing how much they know about your shopping habits either. Every quarter, along with the cash vouchers, they also send extra coupons equal to money off savings or extra club card points on items they know you are likely to buy, or have bought in the recent past.</span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;">Of course this isn't entirely foolproof. My partner also uses my card, so sometimes I get vouchers for things she has bought - like hair products - which I would never buy.</span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;">This quarter Tesco identified with my weakness for roasted salted peanuts. They sent me a voucher for 35p off any Tesco roasted, flavoured or coated peanuts or cashews 200g or 275g.</span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;">Great, so on one of my increasingly rare visits to Tesco (as with many other shoppers who are deserting the stores) I picked up a bag of Tesco everyday roasted peanuts 200g for 46p.</span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;">When I self scanned the voucher at the end of the transaction the computer refused to accept the voucher. I showed the voucher to an assistant, along with the bag of Tesco salted roasted peanuts 200g. </span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;">'Tesco Everyday' products don't count' she said.</span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;">There was a time when I would have asked to see the manager. But that was when I regularly shopped at Tesco. Now I don't believe any of their claims, and mostly I shop elsewhere. </span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;">This is Tesco's biggest problem. I am not alone.</span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;">I have sent Tesco an email pointing out that under the Consumer Protection Act if there are significant exclusions to an offer they must be printed clearly.</span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;">As you will see there is no 'exclusion' printed on the voucher, and the product is clearly branded with Tesco's name and also clearly described as 'roasted peanuts' the weight is 200g.</span></div>
<div style="text-align: left;">
<span style="font-family: Trebuchet MS, sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: Trebuchet MS, sans-serif;"><b>Refunding me 35p is the least of Tesco's problems. They are haemorrhaging customers, probably because nobody believes them anymore.</b></span></div>
Unknownnoreply@blogger.com3tag:blogger.com,1999:blog-7414920407208458160.post-74988735837297407482013-01-28T15:40:00.004+00:002013-05-02T13:33:54.073+01:00Cashback Sites - Do They Work?<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgj7KPj2EH-iZkvI6lN5K2GPeSCzt6WgcLiRJbxmap1KaEEtMJDMF1tzbNM3Q6RLm3Pr_XpuJSmC7mtlu07gtwaj_ByNi8AYcy007LJaCif9vBXvmLRL_YX5QwFlSxA_3sgUrZLqxPADDAM/s1600/IMG-20130128-00792.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgj7KPj2EH-iZkvI6lN5K2GPeSCzt6WgcLiRJbxmap1KaEEtMJDMF1tzbNM3Q6RLm3Pr_XpuJSmC7mtlu07gtwaj_ByNi8AYcy007LJaCif9vBXvmLRL_YX5QwFlSxA_3sgUrZLqxPADDAM/s320/IMG-20130128-00792.jpg" width="320" /></a></div>
<br />
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">TopCashBack screen grab - will I ever get my £80.80 Cashback from Aviva?</span></b></div>
<div style="text-align: center;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">You've probably landed here because you're wondering whether shopping via online cashback sites works? Or because you bought Aviva home insurance via a cashback site and you never received any cashback.</span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">So here is the question - Cashback Sites - Do They Work?</span></b></div>
<div style="text-align: center;">
<br /></div>
<div style="text-align: left;">
<b><span style="font-family: "Trebuchet MS", sans-serif;"> </span></b><span style="font-family: "Trebuchet MS", sans-serif;">Firstly, how do they work? When I tell people about shopping online and earning cashback they usually seem mystified, and look at me as if that sounds like 'way too much bother'.</span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">In the last 3 years I have received over £700 from 2 of the leading cashback sites - TopCashBack and Quidco and I'm waiting for another £237 (you have to be <i>very </i>patient cashback can take months to arrive).</span></b></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">So yes for me, it is worth the bother, but cashback is never guaranteed. You should never buy something because you may get cashback. All my purchases and transactions are for things I was going to buy anyway.</span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div style="text-align: center;">
<i><span style="font-family: "Trebuchet MS", sans-serif;">Cashback companies make their money, and pay you some of their commission, via merchant referral fees. In other words they negotiate with companies who want more customers to set up attractive offers which they both hope you'll buy. Often these will be a deal on a TV subscription, mobile contract or spending money with a particular retailer. Cashback of over £100 is possible on a big purchase like a subscription with Sky.</span></i></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">All you do is create an account at one of the cashback companies (I use Topcashback and Quidco - as the cashback rates vary) then search for the retailer you are looking for, and click through to that retailer via the special link. Your visit is recorded, and when you make a purchase it 'tracks' and if you're lucky eventually your account is credited with the cashback.</span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">The bit where people glaze over is when I explain the important bit is the <i>tracking</i>. To be sure the retailer doesn't recognise you from a previous visit (and decide you weren't referred by the cashback site) it's safest to delete any cookies that retailer has planted on your computer. You don't have to delete all your cookies, just theirs. It may not be necessary, but it's a wise precaution.</span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><b>So it's this easy:</b></span></div>
<ul>
<li><span style="font-family: "Trebuchet MS", sans-serif;"><b>Log into your cashback account.</b></span></li>
<li><span style="font-family: "Trebuchet MS", sans-serif;"><b>Find the retailer or service provider you are planning to buy from (check which cashback site is offering the best rate) </b></span></li>
<li><span style="font-family: "Trebuchet MS", sans-serif;"><b>Click through and make your purchase.</b></span></li>
</ul>
<div style="text-align: center;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">This article is linked to Aviva Home Insurance, because that's what I bought today. Two weeks ago I trawled all the comparison websites (confused.com, comparethemarket, moneysupermarket, Gocompare etc) and discovered the cheapest quote with a leading insurer would be around £230. I also checked Aviva because they don't appear on any comparison websites. </span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">Today I noticed Topcashback was offering £80.80 for a new policy taken out with Aviva for home buildings and contents (with 5 years no claims). Quidco was offering £40. So I cleared all my Aviva cookies, logged into Topcashback and generated a new quote with Aviva. The photo at the top of the page is the screen that appeared when I clicked through to Aviva.</span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">Notice the message says 'You could get Topcashback cashback when you purchase a combined buildings and contents policy online'. </span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhKPg8h21U_FImZ113GoozDs-R5KStmEe-NNXiA9JhmDgJJI7UWW02WP0lX5xdNEImetEcrhW5OcPS0OPKdK-rk9mWqhbQWUL6fjqHLcJcV8o6EPKL-YAN4kqhhXCBs03hph542O_MqA7wG/s1600/IMG-20130128-00794.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhKPg8h21U_FImZ113GoozDs-R5KStmEe-NNXiA9JhmDgJJI7UWW02WP0lX5xdNEImetEcrhW5OcPS0OPKdK-rk9mWqhbQWUL6fjqHLcJcV8o6EPKL-YAN4kqhhXCBs03hph542O_MqA7wG/s320/IMG-20130128-00794.jpg" width="320" /></a></div>
<br />
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">Before I clicked through to Aviva I read the reviews from previous purchasers on both Quidco and Topcashback. From the reviews I read (37 reviews) about 7 Quidco users had received any cashback and most had to wait 7 months. People who had waited longer had given up any hope of seeing a penny back.</span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgeZxiqYstdzCpmJ38JT7LF7QbGStNs-wzyA-HI6aggR88xW8zfZrgLNqdo7cI1pli056Z-wRI9-AEzWqxXbGC2PSHMeB7f1wi1CgmgCNNdkYXrbg2Te_TW4fQK3yB_jvhbsowWTNL0ii7p/s1600/IMG-20130128-00795.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgeZxiqYstdzCpmJ38JT7LF7QbGStNs-wzyA-HI6aggR88xW8zfZrgLNqdo7cI1pli056Z-wRI9-AEzWqxXbGC2PSHMeB7f1wi1CgmgCNNdkYXrbg2Te_TW4fQK3yB_jvhbsowWTNL0ii7p/s320/IMG-20130128-00795.jpg" width="320" /></a></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">TopCashback users look like they had more luck 99.6% satisfaction! There are a lot more reviews (at least 12 pages with 20 or so reviews per page) However I've no idea how TopCashBack have arrived at it's 99.6% satisfaction figure, because there are a lot of unhappy customers - the majority of whom never got their cashbback.</span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div style="text-align: left;">
<i><span style="font-family: "Trebuchet MS", sans-serif;">It should be pointed out users are more likely to post negative experiences. I've received cashback from American Express, O2 and Expedia - over £400 in all but I have never felt the need to post a review. When I had a bad experience with Atlantic energy I made sure to warn people it was unlikely to pay out.</span></i></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: "Trebuchet MS", sans-serif;">I'm sure Topcashback will say thousands of people have received cashback from buying insurance from Aviva through them. They even state their figure of 99.6% satisfaction with the merchant is 'based on over 10,000 transactions'. </span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">I was planning to buy my insurance from Aviva anyway, so if in 4 months time the £80.80 pays out it'll be a bonus. There are plenty of warnings in the terms and conditions from Topcashback for Aviva; must be a new policy (no renewals) not a previously 'saved' quote and so on. Intriguingly they also warn about 'fraudulent transactions' and 'do not contact Aviva about cashback' yadda, yadda, yadda and yet more reasons you may not get any cashback.</span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">So Cashback sites - Do they work? Yes, they do work, and with both Quidco and Topcashback currently advertising (Quidco on posters, Topcashback on TV) presumably more people will start using them. Its a sign of how desperate retailers are to reach out to and encourage would be buyers to commit to a purchase. Even the lure of 5% cashback on a TV may encourage you to choose Currys over Argos or John Lewis.</span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">These cashback sites are already experimenting with mobile aps so you can receive a special loyalty discount when you enter the store. Another company Foursquare offers American Express card holders money back when they shop in House of Fraser or Harvey Nichols (as much as £25 back on a £50 spend) simply by taking your registered smartphone into the store. Santander has even launched a cashback current account. Of course people who don't use cashback must be paying more to make up for all the discounts cashback users are getting. Cashback is never really 'free'.</span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: "Trebuchet MS", sans-serif;"><b>Cashback is turning into the retail drug of the decade.</b></span></div>
<div style="text-align: center;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><b>Tips for using cashback sites:</b></span></div>
<ul>
<li><span style="font-family: "Trebuchet MS", sans-serif;"><b>Never make a purchase simply because of the promise of cashback.</b></span></li>
<li><span style="font-family: "Trebuchet MS", sans-serif;"><b>Quidco take your first £5 cashback every year. Topcashback is free.</b></span></li>
<li><span style="font-family: "Trebuchet MS", sans-serif;"><b>Don't leave cash in your account - always have it paid to you right away - there is no protection if a cashback site goes bust.</b></span></li>
<li><span style="font-family: "Trebuchet MS", sans-serif;"><b>Do log into your account every 6 months to avoid automatic closure.</b></span></li>
<li><span style="font-family: "Trebuchet MS", sans-serif;"><b>If a purchase is 'declined' lodge an appeal. I've received over £200 by doing this. </b></span></li>
</ul>
<div style="text-align: left;">
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Footnote - Shortly afterwards I received an email from Topcashback confirming my purchase. My TCB online account shows the transaction cashback of £80.80 and estimated payment speed based on previous transactions will be 21 weeks. So it'll be the middle of June 2013 before I can expect to see any cashback.</span> <span style="font-family: "Trebuchet MS", sans-serif;">I'll update if it works.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Update 2 May 2013 - The £80.80 from Aviva showed as payable in my Topcashback account today - just 12 weeks after the purchase. I've just requested a bacs payment which usually come through very quickly. Since writing this article I have numerous other small successful credits to my account. My payout total is £683.47 with a further £41.17 pending. </span></div>
<div style="text-align: left;">
</div>
Unknownnoreply@blogger.com7tag:blogger.com,1999:blog-7414920407208458160.post-5222348919033770132013-01-24T17:36:00.000+00:002013-01-24T17:43:23.815+00:00Ombudsman Orders O2 to Pay Up<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhf2W6puRkf535fC92jKSnllL5EPTyqCij_CvJAjRSukKHqnmDD_Qalw8eaJg0JKPADr9RZm5NYJYl-dcuspYjW_RDA41pzTGS1OSolVfm5caJ8d-4webe7sISv3JioL9DnqT8qJzfdymsi/s1600/O2+Sorry+logo.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="190" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhf2W6puRkf535fC92jKSnllL5EPTyqCij_CvJAjRSukKHqnmDD_Qalw8eaJg0JKPADr9RZm5NYJYl-dcuspYjW_RDA41pzTGS1OSolVfm5caJ8d-4webe7sISv3JioL9DnqT8qJzfdymsi/s320/O2+Sorry+logo.jpg" width="320" /></a></div>
<br />
<div style="text-align: center;">
<span style="font-size: large;"><b><span style="font-family: "Trebuchet MS", sans-serif;">Ombudsman orders O2 to pay up - and say sorry</span></b></span></div>
<div style="text-align: center;">
<br /></div>
<div style="text-align: center;">
<span style="font-size: large;"><b><span style="font-family: "Trebuchet MS", sans-serif;">But why d<span style="font-size: large;">id <span style="font-size: large;">O2</span> s<span style="font-size: large;">pend an extra £450 to tr<span style="font-size: large;">y and save</span> £10?</span></span> </span></b></span></div>
<div style="text-align: center;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;">Back in October I wrote about <span style="font-size: small;">the problems my partner had leaving O2 Broadband<span style="font-size: small;"> (<span style="font-size: small;"><a href="http://thechiefexecutive.blogspot.co.uk/2012/10/o2s-chief-execuitive-is-ronan-dunne.html">story here</a><span style="font-size: small;">).</span></span></span> O2 helped themsel<span style="font-size: small;">ves to £40 from her bank account to cover cancellation c<span style="font-size: small;">harges - even though they said no cancellation charges were paya<span style="font-size: small;">ble</span>.</span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">When I tried to get O2 to refund the money and pay <span style="font-size: small;">£25 compensation they claimed they'd alread<span style="font-size: small;">y repaid the £40 and wou<span style="font-size: small;">ldn't budge from their <span style="font-size: small;"><span style="font-size: small;">derisory offer of a £15 goodwill <span style="font-size: small;">gesture <span style="font-size: small;">for all the <span style="font-size: small;">problems. </span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">In fa<span style="font-size: small;">ct O2 hadn't refunded the money, and insisted we provide bank statements to prove we weren't lying. That was the final straw, so I <span style="font-size: small;">took the case to the Ombudsman.</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">I <span style="font-size: small;">mistakenly thought Ofcom w<span style="font-size: small;">ere responsible for investigatin<span style="font-size: small;">g broadband complaints, but </span></span>I discovered the role has been outsourced to c<span style="font-size: small;">ompanies like Ombudsman Services who O2 subscribe to. That means O2 has to pay <span style="font-size: small;">Ombudsman Services to resolve complaints when O2 fail to reach agreement with their customer. </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">The Ombudsman charges the provider a case fee to 'encou<span style="font-size: small;">rage them to resolve complaints themselve<span style="font-size: small;">s'.</span> </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">As O2 had failed</span><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"> to refund the £40 and refused to pay £25 for <span style="font-size: small;">the numerous attem<span style="font-size: small;">pts we'd made to sort the problem out, I decided <span style="font-size: small;">to increase the compensation req<span style="font-size: small;">uest to <span style="font-size: small;">'a sum equal to the case fee O2 <span style="font-size: small;">would incur for failing to resolve the complaint<span style="font-size: small;"> <span style="font-size: small;">themselves<span style="font-size: small;">'.</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">The administ<span style="font-size: small;">rator I spoke to nearly choked when I said th<span style="font-size: small;">is was what I wanted f<span style="font-size: small;">rom O2</span>, and told me <span style="font-size: small;">there was no way that would be possible. 'Why?' I asked. 'Because of the level of the case fee' she replied. 'Is it a lot of money then?' I <span style="font-size: small;">said<span style="font-size: small;">. 'It<span style="font-size: small;">'s about £450...' then she went a bit quiet, probably realising what she'd just said.</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">So I wrote on the form<span style="font-size: small;"> I wanted</span> <span style="font-size: small;">'£50 or a s<span style="font-size: small;">um equal to the case fee<span style="font-size: small;">, whichever is greater'.<span style="font-size: small;"> </span>I didn't want the Ombudsman to <span style="font-size: small;">dismiss the c<span style="font-size: small;">ase, as O2 had already admitted <span style="font-size: small;">fault. </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">I was mystified as to why O2 would <span style="font-size: small;">incur a <span style="font-size: small;">charge of £450 from the Ombudsman over their refus<span style="font-size: small;">al to raise their offer of com<span style="font-size: small;">pensation from £15 to £25.</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span> </div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">Yesterday <span style="font-size: small;">Ombudsman Services sent through their <span style="font-size: small;">Final Decision. Unsurprisingly the<span style="font-size: small;">y ruled that O2 <span style="font-size: small;">must:</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<ul>
<li><span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">Refund the <span style="font-size: small;">£4<span style="font-size: small;">0. </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></li>
<li><span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"> </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">Pr<span style="font-size: small;">ovide a written apology for a<span style="font-size: small;">ny shortfalls in customer service.</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></li>
<li><span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"> </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">Provide a payment of £50 as a gesture of goodwill in recognition of any inconvenience caused during the dispu<span style="font-size: small;">te.</span> </span></span> </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span> </li>
</ul>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"> O2 <span style="font-size: small;">admitted back in Oct<span style="font-size: small;">ober they shouldn't have taken the £40. I asked the Ombudsman why on ea<span style="font-size: small;">rth they would be so stupid as to incur a fee o<span style="font-size: small;">f £450 when the<span style="font-size: small;">y had already <span style="font-size: small;">told the cust<span style="font-size: small;">omer the<span style="font-size: small;">y had made a mistake? </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">The Ombudsman told me that sometimes the telecom companies refer their complaints <span style="font-size: small;">when they <span style="font-size: small;">think the customer's claim for compensation is unjustified - <span style="font-size: small;">in the hope the Ombudsman will agree. </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">It doe<span style="font-size: small;">sn't make any business sense does it? </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></b></div>
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">Pay the <span style="font-size: small;">Ombudsman £450 <span style="font-size: small;">in the hope he'll agree you <span style="font-size: small;">don't have to pay £25 compensation- even though you've already offered £15.</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></b></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">Perhaps an alternative exp<span style="font-size: small;">lanation is <span style="font-size: small;">that </span>the telecom company hopes its <span style="font-size: small;">disgruntled customers <span style="font-size: small;">won't bother to make a formal complaint. </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">This may very well be true. How many O2 customers do you think comp<span style="font-size: small;">lained to Ofcom<span style="font-size: small;"> when O2's mobile service crashed las<span style="font-size: small;">t summer leaving mi<span style="font-size: small;">llions of customers wi<span style="font-size: small;">th n<span style="font-size: small;">o sig<span style="font-size: small;">nal<span style="font-size: small;">? The ans<span style="font-size: small;">wer? Just 10 customers complained t<span style="font-size: small;">o the regulator.</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br />
<br />
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">We h<span style="font-size: small;">aven't received the letter of apology yet, or the £50. But <span style="font-size: small;">O2 has refunded the £40</span>.</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span> </div>
<div style="text-align: left;">
<br /></div>
</div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">After a promsiing start O2 remains a tiny player in the UK broadband market with just 600,000 customers. Make that 1 fewer. </span><br />
<span style="font-family: "Trebuchet MS", sans-serif;"> </span><span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"> </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<br />
<div style="text-align: left;">
<br /></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-7414920407208458160.post-31746404494117732832012-12-05T17:44:00.001+00:002013-03-21T18:46:53.614+00:00Panasonic Bread Machine - Bread Not Rising - Special Investigation<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgjN2ZebZr4U10RuDKB64vsEjEtGc2XzJvzJCpJ3P5EgqpZrJCRXaHBCtm6KW-Kin_1iwc1x9sD1Cf4lxYIy-z4AG2CaonMDKkb9fFPd60_CioyTOsjqef8KgQmyIq8hzgTSE_pYMsVBzBd/s1600/Panasonic+SD256.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="320" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgjN2ZebZr4U10RuDKB64vsEjEtGc2XzJvzJCpJ3P5EgqpZrJCRXaHBCtm6KW-Kin_1iwc1x9sD1Cf4lxYIy-z4AG2CaonMDKkb9fFPd60_CioyTOsjqef8KgQmyIq8hzgTSE_pYMsVBzBd/s320/Panasonic+SD256.jpg" width="240" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">Panasonic SD256 Bread Maker Machine</span></b></div>
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">The bread has suddenly stopped rising </span></b><br />
<br />
<b><span style="font-family: "Trebuchet MS", sans-serif;">If you've found this page as a result of searching 'Panasonic Bread Machine bread not rising' keep reading to find out why </span></b><br />
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">We have 2 of these Panasonic Bread making machines, at 2 different properties. Since getting the first one at Christmas 2010 We've completely stopped buying bread from the shops.</span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">The bread this machine bakes is excellent. That is, until about a month ago when the Granary bread suddenly stopped rising.</span> </div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">We thought the bread machine must have broken, but we really hoped it hadn't. </span></b></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">I looked online, and one bread making forum suggested the Panasonic machine may not be heating up during the proving cycle. Mmm. That would be a shame. This machine is 18 months old and outside the warranty.</span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">So we decided to try all the troubleshooting tips from the Panasonic instruction manual - one by one, adding less water to the mix, different brand of yeast, and longer baking times, but still the bread came out flat, time after time.</span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div style="text-align: left;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgJe2BmcQ_QS2zMzb5C_eDihQBMUxtQvI74KTBaW2YEEzX3Eqkg1MP8s0WKMmSghZKAzTVmF7JgxaQi3eEIOX0KwxugKS5N7aiuqjGF5ESWHZVcD7jhCJl-25Q5shd2KSIFEMwb38A8eI02/s1600/IMG-20121118-00422.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgJe2BmcQ_QS2zMzb5C_eDihQBMUxtQvI74KTBaW2YEEzX3Eqkg1MP8s0WKMmSghZKAzTVmF7JgxaQi3eEIOX0KwxugKS5N7aiuqjGF5ESWHZVcD7jhCJl-25Q5shd2KSIFEMwb38A8eI02/s320/IMG-20121118-00422.jpg" width="320" /></a></div>
<br />
<div style="text-align: left;">
<br /></div>
<span style="font-family: "Trebuchet MS", sans-serif;">We always use Hovis Granary flour, because that's our favourite loaf. We'd just bought 9 bags of it (usually £1.39 each) because it was on offer at Sainsbury's. </span><br />
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">The last tip in Panasonic's troublshooting guide suggested poor quality flour could be the culprit for a flat loaf. So we baked another loaf using some old Sainsbury's wholemeal flour.</span></div>
<div style="text-align: left;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjYs6uLBJe5gko-IRlIbBhLx2_XJAxNJpHIbJLZUtCPM917h6ms4924NNWxdupd-bWFCVezDt2Uh2KEn7vZeV2ckGHo8QWWSNm6WvMJSbpDcn8k4ywAxM9M5EObm7MpdSgC6bY5M6cygfzJ/s1600/IMG-20121118-00420.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjYs6uLBJe5gko-IRlIbBhLx2_XJAxNJpHIbJLZUtCPM917h6ms4924NNWxdupd-bWFCVezDt2Uh2KEn7vZeV2ckGHo8QWWSNm6WvMJSbpDcn8k4ywAxM9M5EObm7MpdSgC6bY5M6cygfzJ/s320/IMG-20121118-00420.jpg" width="320" /></a></div>
<div style="text-align: left;">
<br />
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">Success! </span></b></div>
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">So the Panasonic bread machine appeared to be working - but not the Hovis Granary flour.</span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">So I decided to find out if the Hovis Granary flour we'd used week in, week out for almost 2 years could suddenly have changed in some way.</span></b></div>
<div style="text-align: left;">
</div>
<div style="text-align: left;">
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Hovis Granary flour is made by Premier Foods. They have a helpline number printed on the bag 0845 200 0040, so I called it (actually I used saynoto0870 to find a freephone number instead of the number on the bag - freephone 0800 0327111)<span style="font-size: x-small;">. </span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;">Premier Foods said they would send <span style="font-size: small;">me <span style="font-size: small;">a padded envelope so I could send them a sa<span style="font-size: small;">mple of the flour for testing<span style="font-size: small;">, and i<span style="font-size: small;">f it was <span style="font-size: small;"><span style="font-size: small;">proven to be </span>at fault they would s<span style="font-size: small;">end me a refund for the 9 bags.<span style="font-size: small;"></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">A week later<span style="font-size: small;"> - </span>a few more flat loaves<span style="font-size: small;"> later<span style="font-size: small;"> - and </span>still nothing had arrived from<span style="font-size: small;"> Hovis<span style="font-size: small;">, so I phoned again<span style="font-size: small;"><span style="font-size: small;">.</span> This time I was greeted with a recording - the helpline is open Monday to Friday<span style="font-size: small;"> - of course I was phoning on a Saturday. <span style="font-size: small;">M</span>eanwhile <span style="font-size: small;">w</span>e've still g<span style="font-size: small;">ot 9 bags of this Hovis Granary flour<span style="font-size: small;"> hanging around...</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><b>Sainsbury's <span style="font-size: small;">m<span style="font-size: small;">ore help than Hovis!</span></span></b> </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">S<span style="font-size: small;">o <span style="font-size: small;">on the off-chance they could help instead, <span style="font-size: small;">I phoned Sainsbury's care line </span></span></span> </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span>(0800 636282)<span style="font-size: small;"> <span style="font-family: "Trebuchet MS",sans-serif;">to see if I could return the flour <span style="font-size: small;">to <span style="font-size: small;">a Sainsbury's store without a receipt. Perhaps they could send it back to Premier Foods<span style="font-size: small;">?</span> </span></span> </span></span><br />
<br />
<span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;">Megan<span style="font-size: small;"> at Sainsbury's, </span>who I spoke </span><span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;">to, asked for t</span><span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;">he bar </span><span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;">code of the product and some other details, an</span><span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;">d then said she was very sorry to hear about the problem<span style="font-size: small;"> </span>and would send me a £15 gift card </span><span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;">to cover the </span><span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;">cost of the flour<span style="font-size: small;"> (y</span>es I was very surprised too<span style="font-size: small;">, but that's Sainsbury's service for you).</span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><b>But that's not the end of this story</b><span style="font-size: small;"><b>, because I still don't know what's not working<span style="font-size: small;"> - the flour o<span style="font-size: small;">r the b<span style="font-size: small;">rea<span style="font-size: small;">dmaker?</span></span></span></span></b></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">At the <span style="font-size: small;">weekend we were at the other property<span style="font-size: small;">, where the ot<span style="font-size: small;">her Panasonic bread machine li<span style="font-size: small;">ves<span style="font-size: small;">. </span></span></span>S</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span>o <span style="font-size: small;">we baked anoth<span style="font-size: small;">er</span> loaf using some Hovis flour we had lying around, and this time <span style="font-size: small;">the loaf rose beautifully - </span>it worked! </span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><i><span style="font-size: small;">Which <span style="font-size: small;">unfortunately was more than the Sainsbury<span style="font-size: small;">'s gift <span style="font-size: small;">card did<span style="font-size: small;">. It</span> turned out to have zero credit when I <span style="font-size: small;">tried to use it in store<span style="font-size: small;"><span style="font-size: small;">. <span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">When I phoned Sainsbury's with the refer<span style="font-size: small;">ence on the letter and the gift ca<span style="font-size: small;">rd they saw the problem immediately - it hadn't been loaded w<span style="font-size: small;">ith any credit - </span>and they said they were very sorry and would send me a new gift card w<span style="font-size: small;">ith <span style="font-size: small;">£20!<span style="font-size: small;"> which arrived the very <span style="font-size: small;">next da<span style="font-size: small;">y.</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></i></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span> </div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhG9R7hmn7W7FvQ8-KRYLb0GgbbjXbFJQIQDoVvYD2Hi6bBxzOhiqEesvx_dy6_VvQFdDU7DEkkVexGCdcAEhAgk_5E_fazp8OXVdwQnbCI0_Zdpicacx2V-4naXiMgciDED-Fjbz3RvvRF/s1600/IMG-20121205-00516.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhG9R7hmn7W7FvQ8-KRYLb0GgbbjXbFJQIQDoVvYD2Hi6bBxzOhiqEesvx_dy6_VvQFdDU7DEkkVexGCdcAEhAgk_5E_fazp8OXVdwQnbCI0_Zdpicacx2V-4naXiMgciDED-Fjbz3RvvRF/s320/IMG-20121205-00516.jpg" width="320" /></a></div>
<br />
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><b><span style="font-size: small;">S</span>o then I began to wonder if perhaps the Panasonic bread machine was</b><span style="font-size: small;"><b> the real cause</b><span style="font-size: small;"><b> of the problem</b><span style="font-size: small;"><b>, not the Hovis flour.</b></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">On <span style="font-size: small;">Tuesday <span style="font-size: small;">I phoned Panasonic 0844 844 3899* (but not using that number but using www.saynoto0870 to find<span style="font-size: small;"> number which wouldn't cost 10p a minute - and again the website came up trumps with </span></span></span>*01344 862444)</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">. </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">Panasonic have outsourced their customer queries to Romania<span style="font-size: small;">, where </span>I was met with a stony Eastern European unhel<span style="font-size: small;">pfulness<span style="font-size: small;">. 'Y</span>our machine is 18 months old and out of warrant<span style="font-size: small;">y. Panasonic may provide some assistance if you<span style="font-size: small;"> <span style="font-size: small;">take it to our service agent<span style="font-size: small;"> in Hayes, West London for a report'. 'How much w<span style="font-size: small;">ill that cost?' I ask. <span style="font-size: small;">The Romanian operator cannot tell me, they do <span style="font-size: small;">no<span style="font-size: small;">t have that in<span style="font-size: small;">formation.</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
</div>
<div style="text-align: left;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgKIK6C7pZaCMIBNeDwX5AddXQ6ZexB8MSgc6MrJ49L-ZAx2AupzuW3LaiIDXduE5f7S6PZoeVJI3GHOhxWvLTpYvR38XpvJ5qKN4-WDIB3lZvY5s-KFUJnjv9jhyphenhyphennJj8Gin4KuYh-UOWyl/s1600/IMG-20121205-00519.jpg" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"><img border="0" height="150" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgKIK6C7pZaCMIBNeDwX5AddXQ6ZexB8MSgc6MrJ49L-ZAx2AupzuW3LaiIDXduE5f7S6PZoeVJI3GHOhxWvLTpYvR38XpvJ5qKN4-WDIB3lZvY5s-KFUJnjv9jhyphenhyphennJj8Gin4KuYh-UOWyl/s200/IMG-20121205-00519.jpg" width="200" /></a><span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"> </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<b><span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">This</span> is the <span style="font-size: small;">West London<span style="font-size: small;"> service agent for the</span></span> mighty Japanese global <span style="font-size: small;">electronics giant Panasonic<span style="font-size: small;">...</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></b></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">Kings <span style="font-size: small;">Electroni<span style="font-size: small;">cs<span style="font-size: small;"> (just next door to the closed Kebab shop) in Hayes. No I didn't go there, I<span style="font-size: small;"> phoned them<span style="font-size: small;"><span style="font-size: small;">, and <span style="font-size: small;">a</span>ctually they were surprisingly helpful<span style="font-size: small;">.</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">It cos<span style="font-size: small;">ts £24 for the service agent to take a look, and then Panasonic might pay for the spare parts if it can be fixed, and I would pay for the labou<span style="font-size: small;">r. 'How much is a new bread machine?' the <span style="font-size: small;">man asks me - '£99 in John Lewis' I tell him. 'Well then<span style="font-size: small;">...'</span>, he said, rather tellingly. </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">Then a thought occurred to him<span style="font-size: small;">.</span> '<span style="font-size: small;">D</span>id I speak to the <span style="font-size: small;">cookery department at Panasonic?<span style="font-size: small;">'. No, just the helpline in R<span style="font-size: small;">omania. I m<span style="font-size: small;">ust s<span style="font-size: small;">peak to t<span style="font-size: small;">he cookery line<span style="font-size: small;">. '<span style="font-size: small;">T</span></span>hey know all about the <span style="font-size: small;">machine, and things to try'. Then </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span>he <span style="font-family: "Trebuchet MS",sans-serif;">gave me t<span style="font-size: small;">he direct line for the cookery de<span style="font-size: small;">partment<span style="font-size: small;"><span style="font-size: small;"> -</span> in the manner of<span style="font-size: small;"> a scorcerer handing down a <span style="font-size: small;">pre<span style="font-size: small;">c</span>ious</span> spell to a young apprentice.</span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">Panasonic's co<span style="font-size: small;">okery department is in the UK<span style="font-size: small;"> - 01344 862108 (</span> but it closes at 12 noon, <span style="font-size: small;">s</span>o I had to wait until today<span style="font-size: small;">).</span> But when I did <span style="font-size: small;">phon<span style="font-size: small;">e</span>, Helen kn<span style="font-size: small;">ew all about the problems I was having with my bread machine<span style="font-size: small;">.</span> <span style="font-size: small;">'I</span>t's even been in the news!' she said</span></span>. Wha<span style="font-size: small;">t <span style="font-size: small;">major<span style="font-size: small;"> news story have I missed about <span style="font-size: small;">the Panasonic <span style="font-size: small;">SD256 </span></span>I wondered<span style="font-size: small;">?</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: center;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><b>Appa<span style="font-size: small;">rently the<span style="font-size: small;">re's virtually nothing that can go w<span style="font-size: small;">rong with the Panasonic <span style="font-size: small;">SD256 Bread machine - it e<span style="font-size: small;">ither bakes or it breaks! <span style="font-size: small;">They go on for years (yes that's what all the online forums say<span style="font-size: small;"> too)<span style="font-size: small;">.</span></span> I</span>f the machine mixes and bakes that's all it does, nothing in-between.</span></span></span></span></span></b></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span> </div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">Helen went on to explain <span style="font-size: small;">the reason my <span style="font-size: small;">Granary bread won't <span style="font-size: small;">ri<span style="font-size: small;">se i<span style="font-size: small;">s the p<span style="font-size: small;">oor quality of the UK Wheat harvest. </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">There<span style="font-size: small;">'</span>s not enough gluten in the flour. </span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">Some<span style="font-size: small;"> bags will work, but most won't. The harvest has been terrible. </span>I can try using a couple of spoons of lemon juice in the mix to stren<span style="font-size: small;">gthen the gluten strands, but otherwise I'll need industrial t<span style="font-size: small;">ype bread improvers, which just aren't available to <span style="font-size: small;">consumers.</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span> <span style="font-family: "Trebuchet MS",sans-serif;">Hovis flour is the worst offender, they'd even heard<span style="font-size: small;"> on the grapevi<span style="font-size: small;">ne Hovis had rejecte<span style="font-size: small;">d some of their wheat crop. I said I'd also tried Alli<span style="font-size: small;">nson's country grains flour too, without any success<span style="font-size: small;">. 'T</span>hat's the <span style="font-size: small;">second worst!' <span style="font-size: small;">She exclai<span style="font-size: small;">med. She suggested I try Waitrose Organi<span style="font-size: small;">c<span style="font-size: small;">, <span style="font-size: small;">but she said it was just going to keep on getting worse<span style="font-size: small;">, the harvest <span style="font-size: small;">had be<span style="font-size: small;">en so bad - because of <span style="font-size: small;">the <span style="font-size: small;">weather.</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">Hele<span style="font-size: small;">n said the Panasonic cookery team have put some extra t<span style="font-size: small;">ips on the<span style="font-size: small;">ir blog (<a href="http://www.blogger.com/goog_9010729">www.theideaskitchen</a><span style="font-size: small;"><a href="http://.co.uk/">.co.uk</a>). I suggested she tell the call centre in Romania about the problem with the flour. She said they all hoped the call centre wouldn't be in Romania much longer. I <span style="font-size: small;">couldn't agree more, <span style="font-size: small;">it must be costing <span style="font-size: small;">Panasonic a lot of lost cust<span style="font-size: small;">omers.</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span> </div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">So <span style="font-size: small;">finally a<span style="font-size: small;">fter my long and frustra<span style="font-size: small;">ting</span> investigation</span></span> I decided Hovis should know it's <span style="font-size: small;">probab<span style="font-size: small;">ly </span></span>their flour, not the Panasonic bread maker causing my flat loaves.</span></b></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjvp8ozF9hZPAYIviHURxMXFdP5TvslqcLxo1wB5u1grAlYVNJHfPTWwjK9C44-3WNkY50-Cmg1qFcyjuAVB9WoYqFO-J6OScFjMi-NAWr28xF6GTsAN94EhgsYhjhwtot3XVB4FxlRwrPB/s1600/IMG-20121205-00522.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjvp8ozF9hZPAYIviHURxMXFdP5TvslqcLxo1wB5u1grAlYVNJHfPTWwjK9C44-3WNkY50-Cmg1qFcyjuAVB9WoYqFO-J6OScFjMi-NAWr28xF6GTsAN94EhgsYhjhwtot3XVB4FxlRwrPB/s320/IMG-20121205-00522.jpg" width="320" /></a></div>
<div style="text-align: center;">
<span style="font-family: "Trebuchet MS", sans-serif;"> <span style="font-size: small;"><b>Hovis Granary Flour - They even boast </b></span></span></div>
<div style="text-align: center;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: small;"><b> 'Perfect for hand baking and Bread Machines'</b></span></span></div>
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">I decide to give Hovis owner Premier Foods another try. The Same chap, David, answers the phone ('Are you the only person who works at Premier Foods?' I ask, 'It sometimes feels that way' he replies). He says he sent the sample bags out on 14th November. 'It must be the post'. I reassure him he probably isn't to blame, 'You probably don't post them yourself', 'no but I can see who does, he's just across the desk'. 'Have they had any other complaints about the Hovis Granary flour' I ask.</span> <span style="font-family: "Trebuchet MS", sans-serif;">'All the calls are logged, but the testing is done upstairs'. I'm getting quite a sense of the internal layout of Hovis HQ by now...</span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">Anyway while I wait for the chap sitting opposite David at Premier Foods to post the padded envelope (its coming Recorded Delivery this time) I thought I'd better get the ressult of my investigation up online in case your Granary bread has stopped rising too.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">I'll let you know what Premier Foods say when they've tested my Hovis Granary flour. </span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">Panasonic's tips:</span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">1. Try organic flour</span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">2. Try adding 2 spoons of lemon juice to the mix to strengthen the gluten. </span><br />
<span style="font-family: "Trebuchet MS", sans-serif;">3. Use the 'Rapid Bake' setting (4 hours).</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">We have followed this advice with great results, the lemon juice especially seems to have a dramatic effect. </span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">Bread making sure is sophisticated science. It took food technologists 6 years to perfect the <a href="http://en.wikipedia.org/wiki/Chorleywood_bread_process">Chorleywood process </a>(named because it was invented at a research lab in Chorleywood) - the technique which made possible industrial scale bread production using cheaper, lower quality wheat.</span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">It's taken me just 4 weeks to discover why my Granary bread won't rise. The answer seems to be the lower quality wheat.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;"><b>Update: 31st January.</b></span><br />
<span style="font-family: "Trebuchet MS", sans-serif;"><b> </b> </span><br />
<span style="font-family: "Trebuchet MS", sans-serif;">It took Premier Foods (the owners of Hovis) over 2 months to respond to my complaint about Hovis Granary flour. After I prompted them by phone earlier this week, a letter arrived today confirming that there was a problem with the 2 bags I sent them. </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">"It has been analysed by our quality control dept and was found to be not up to our usual high standard. This is due to the poor weather we have unfortunately experienced in Britain especially in the spring, summer and autumn before the harvest which has unfortunately affected this batch. Details of your complaint have been brought to the attention of the Quality Assurance Manager so that any necessary steps may be taken to prevent a recurrence. Please accept our apologies for the trouble and inconvenience you may have experienced. We enclose vouchers as a refund and to assist you in a future purchase' </span><br />
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span>
<br />
<div class="separator" style="clear: both; text-align: center;">
</div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgfnTGx47cg1DRbCz25uyC8tvTmK0h4ZxFR3o130FDc1jOHBvjvlSEHhia0i8drlu-uot8J9Ez3MgllThaKa_CGl3jQyRV8r-49wQXGCk7XxjsDTq97RO7Nzm0K0TF18hqaHHwlh4PSV4Km/s1600/IMG-20130131-00797.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgfnTGx47cg1DRbCz25uyC8tvTmK0h4ZxFR3o130FDc1jOHBvjvlSEHhia0i8drlu-uot8J9Ez3MgllThaKa_CGl3jQyRV8r-49wQXGCk7XxjsDTq97RO7Nzm0K0TF18hqaHHwlh4PSV4Km/s320/IMG-20130131-00797.jpg" width="320" /></a></div>
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div style="text-align: center;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"> <b>£20 worth of enclosed vouchers which can be <span style="font-size: small;">redeemed against future p<span style="font-size: small;">urchases of Premier Foods bran<span style="font-size: small;">ds - including Hovis.</span></span></span></b></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br />
<br />
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">Given I ha<span style="font-size: small;">d to phone Premier Foods 3 times, pac<span style="font-size: small;">kage <span style="font-size: small;">up 2 of the 9 bags of Hovis flour<span style="font-size: small;">, take the package to the post office and then wait <span style="font-size: small;">2 months for a reply, £20 doesn't seem an ov<span style="font-size: small;">erly generous <span style="font-size: small;">recogniti<span style="font-size: small;">on for the<span style="font-size: small;"> 'trouble and inconv<span style="font-size: small;">enience'. But fortunately I did<span style="font-size: small;">n't go out and buy a brand new Panasonic bread machine as some Hovis users have done<span style="font-size: small;">. Needless to say I<span style="font-size: small;">'ve</span> completely st<span style="font-size: small;">opped buying Hovi<span style="font-size: small;">s</span> G<span style="font-size: small;">ranary flour and do not intend to b<span style="font-size: small;">uy</span> any more<span style="font-size: small;">. I'm surprise<span style="font-size: small;">d <span style="font-size: small;">Premier Foods has sent vouchers, but I expect the supermarkets will accept them. I<span style="font-size: small;"> remain sceptical Ho<span style="font-size: small;">vis will do <span style="font-size: small;">(or </span>have done anything<span style="font-size: small;">)</span> to improve the quality of the flour<span style="font-size: small;">, </span>given how many people seem to be having exactly the same problem.</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><b><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"> </span></span></span></b><span style="font-family: "Trebuchet MS",sans-serif;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">I <span style="font-size: small;">think Hovis shou<span style="font-size: small;">ld remove the 'perfect for bread machines' claim from the front of their pac<span style="font-size: small;">kaging, and consider including the tip about adding lemon juice to the mix. <span style="font-size: small;">The more customers who complain (0208 495 8392) I expect the more likely they are to <span style="font-size: small;">take some action.</span></span></span></span></span></span></span></span></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-size: x-small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;"><span style="font-size: small;">Finally<span style="font-size: small;">, <span style="font-size: small;">you may be wondering how they <span style="font-size: small;">test the flour? <span style="font-size: small;">Premier didn't tell me this, but there is a scientific test <span style="font-size: small;">called the 'Hagber<span style="font-size: small;">g Falling Number' test for glu<span style="font-size: small;">ten quality in wheat. So Prem<span style="font-size: small;">ier can test the product <i>before</i> it leaves the factory if they wish.</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span> </div>
</div>
Unknownnoreply@blogger.com204tag:blogger.com,1999:blog-7414920407208458160.post-16296669172324042592012-11-07T20:59:00.003+00:002012-11-07T23:43:39.055+00:00British Airways Avios - First Class to Japan for less than economy<br />
<br />
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhWx1dGJCNovm3v3O9TBQV8kjcGQZ8bXopdGUJqo3xV499AHGFN04Rc3_o1TT5r8fDl4LJyG6k0uY0KD1A2sYXFxkobaJ1fKRzRDj1fxsDqZfCr4q4j5_EHL_dxWRGO2-D08gQ76-UPP302/s1600/P1110209.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhWx1dGJCNovm3v3O9TBQV8kjcGQZ8bXopdGUJqo3xV499AHGFN04Rc3_o1TT5r8fDl4LJyG6k0uY0KD1A2sYXFxkobaJ1fKRzRDj1fxsDqZfCr4q4j5_EHL_dxWRGO2-D08gQ76-UPP302/s320/P1110209.JPG" width="320" /></a></div>
<br />
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">Lunch for 2 at 40,000 feet</span></b></div>
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">The British Airways New First cabin</span></b></div>
<div style="text-align: center;">
<br /></div>
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">Who can honestly say they haven't dreamt of flying First Class? </span></b></div>
<div style="text-align: center;">
<br /></div>
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">If you've ever checked in, hoping for an upgrade, this is the best tip you'll ever read on line. How to fly First Class for less than the price of an economy ticket.</span></b></div>
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">I've written twice before - <a href="http://thechiefexecutive.blogspot.co.uk/2011/10/first-class-reward-flight-with-british.html" target="_blank">here</a> and <a href="http://thechiefexecutive.blogspot.co.uk/2008/08/first-class-reward-flight-with-british.html" target="_blank">here</a> about flying First Class with British Airways for less than the price of an economy ticket - by combining a couple of loyalty schemes. </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">These are very popular posts - so here is news of my most recent First Class round-trip - and how you can do it too.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Since my blog last October, BA Miles have been replaced with Avios. Avios has been heavily marketed, so you'll already know you can collect them buying petrol with Shell or in exchange for Tesco Clubcard vouchers. But by far the most effective way to accumulate a large number of Avios is by flying with British Airways. If you have status in their frequent flyer programme you're rewarded with even more Avios every time you fly. </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">To co-incide with the introduction of Avios, BA revised the number of miles / points you needed to reach some destinations. A return economy ticket New York reduced from 50,000 to 40,000 Avios, although in addition you must pay the taxes and fuel surcharges - which are around £350 - and even higher in the premium cabins.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Another destination with reduced Avios is Tokyo, Japan - down from 80,000 to 60,000. This is where I set my sights, a country I've always wanted to visit.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">By signing up for a British Airways American Express card you can earn 1 Avios for every pound you spend, and when you spend £20,000 in one year you also earn a 'Companion Voucher' which gives you a second 'free' ticket for the same journey, when you redeem your Avios for a reward flight. However in addition to surrendering your Avios you have to pay taxes and charges on <i>both</i> tickets. </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">A First Class ticket is 3x economy Avios (business is 2x) so Japan is 180,000 Avios - but when redeeming in combination with the Amex 2 for 1 Companion Voucher that's all the miles you need. </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">A couple of caveats to this scheme must be mentioned. Since Avios has been so heavily marketed, there appear to be many more collectors, and with the economic downturn, finding suitable available reward flights has become much more difficult. Redeeming in the premium cabins is much better value than redeeming for an economy seat - as will be revealed in a minute. There are plenty of people complaining about lack of available seats in BA's premium cabins on the frequent flyer forum <a href="http://www.flyertalk.com/forum/british-airways-executive-club-446/">flyertalk.com. </a></span><br />
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS", sans-serif;">However Japan has plenty of availability in First Class (you can search the BA and website for availability). Tourism is only just recovering after last year's devastating Tsunami, and in October I found dates which worked for a 2 week trip out on the 15th, back on the 30th. There is more availability to Haneda than Narita (BA flies to both the Tokyo international airports).</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">The taxes and charges for each First Class ticket are £571.99, but the day I booked a standard economy ticket for the same flights was £649.99 - so the First Class Reward flight was £78 cheaper than buying an economy seat. That same day I booked, to buy a First Class return on the same flights would have cost £10,781.99.</span><br />
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS", sans-serif;">The 'saving' was even greater 4 days before departure - the same economy seats had risen to £830.99 and the First Class cabin £11,896.99. The First Class 'saving' equates to £22,650 for 2 passengers after paying the £1,143.98 taxes.</span><br />
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS", sans-serif;">Of course its not really a 'saving' because I would never spend £20,000 on a pair of plane tickets, not even to travel to Japan (one of the most remarkable countries I have ever visited).</span><br />
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS", sans-serif;">To max out your Avios collection and get that vital Companion Voucher you'll need to do all your daily spending on the BA Amex card. Every penny, with any retailer who accepts Amex (not everyone does, but all the supermarkets do). Using a second card, for your partner, issued on the same account, will help achieve the £20,000 annual spend.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">You can also upgrade and pay an annual fee of £150 for the premium BA Amex card - the main benefits are you only need to spend £10,000 before you earn your Companion Voucher. You also earn 1.5 miles per £1 spent and the Companion Voucher has a 2 year expiry - the standard voucher must be used within 12 months of issue. BUT if you do all your spending on the BA Amex card make sure you set up a direct debit to repay the entire balance every month - otherwise those 'free' First Class flights will cost you very dearly - interest charges are upwards of 18%.</span><br />
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span>
<br />
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">There are many ways to boost your Avios balance - here are some of my best scores from the previous 12 months.</span></b></div>
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS", sans-serif;">1. Take out an Amex Gold Preferred Rewards card. These often offer around 20,000 Amex points as an introductory bonus. These points can then be swapped for Avios. There is usually a small card fee to pay in year 1, but cancel the card after that.</span><br />
<span style="font-family: "Trebuchet MS", sans-serif;">2. Swap Tesco Clubcard vouchers for Avios. In the last 12 months extra points have frequently been offered - but the standard rate is £2.50 in vouchers for 600 Avios.</span><br />
<span style="font-family: "Trebuchet MS", sans-serif;">3. Book a package holiday through Avios. I booked a last minute package with Thomson for only £65 more than it would have cost to book with Thomson direct - and earned over 15,000 avios (10 for every £1 spend). You can also pay Avios with Amex for no additional fee (Thomson charge 2.5% up to £95) the spend helps you qualify for that Companion Voucher too.</span><br />
<span style="font-family: "Trebuchet MS", sans-serif;">4. Fly with British Airways - always check their advance short-haul prices, sometimes they're as competitive as easyjet - when you take into account luggage and travel to the airport costs.</span><br />
<span style="font-family: "Trebuchet MS", sans-serif;">5. Look out for partner promotions - Shell has offered 1,000 Avios this year to new Shell Driver's Club card holders. If you're already a member consider creating a new account using a different email address. Throw the card away when you've earned the bonus.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Finally you can buy Avios - up to 24,000 a year (total cost £399). There are occasionally promotions increasing the number you get. In October if you purchased the maximum you got 6,000 extra. But never treat Avios as 'money' and don't bank them unless you need them. It's best only to buy for a specific booking - they land in your account instantly. </span><br />
<br />
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">No more hoping for an upgrade....</span></b></div>
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS", sans-serif;">There's almost nothing better than going to the airport knowing that you're going to be travelling in the premium cabin. You're automatically invited to the best lounge (Ringo Starr was in the Concorde Room the day we flew). You're treated to complimentary treatments at the Elemis spa, and once in the air you and your partner can dine together at 40,000 feet. </span><br />
<br />
<div style="text-align: center;">
<span style="font-family: "Trebuchet MS", sans-serif;"><b>It's not quite a once in a lifetime experience - because if you become a canny collector its a treat you can enjoy almost every year.</b></span></div>
Unknownnoreply@blogger.com3tag:blogger.com,1999:blog-7414920407208458160.post-49223038942111441252012-11-01T20:43:00.000+00:002012-11-01T20:54:33.821+00:00Tesco Misprice Wine Revenge<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhZMbBdH94icvwsg9cI_-ZgnTAIyAHU-uChj-DmAsBfdugFEDgLIiOfgtr_YNJOTeg4Jr2CrbjiFwvYt6p1E_RtLBeK14lJdEh93j9Gc4AT4h7sOprdVLfFQS8Zmdhc65owdm2OuDcxb0dW/s1600/IMG-20121101-00392.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhZMbBdH94icvwsg9cI_-ZgnTAIyAHU-uChj-DmAsBfdugFEDgLIiOfgtr_YNJOTeg4Jr2CrbjiFwvYt6p1E_RtLBeK14lJdEh93j9Gc4AT4h7sOprdVLfFQS8Zmdhc65owdm2OuDcxb0dW/s320/IMG-20121101-00392.jpg" width="320" /></a></div>
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">Tesco admitted they lied about refunding all the customers they stole from - and sent me a £15 money card. Twice. </span></b></div>
<div style="text-align: center;">
<br /></div>
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">They make lots of mistakes at Tesco.</span></b></div>
<div style="text-align: center;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">After my local <a href="http://thechiefexecutive.blogspot.co.uk/2012_09_01_archive.html" target="_blank">Tesco Metro overcharged me</a>, I wrote to their Chief Executive. While Tesco investigated my complaint the hopeless store staff emailed to confirm they were contacting all the customers they had over-charged for onions and would refund them.</span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">Of course Tesco has no mechanism to do this, and finally Head Office admitted the store had lied to me, not once, but twice. To apologise Tesco emailed to say they would send me a £15 money card. They did. Twice in fact. Identical letters arrived in the same post.</span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">Tonight I took my revenge. I read on <a href="http://www.hotukdeals.com/deals/tesco-6-bottles-ogio-chardonnay-merlot-9-01-wine-glitch-proof-maths-1350821#comments" target="_blank">HotUkDeals</a> that Tesco was suffering from another price glitch. Today they started a wine promotion which promised - buy 6 bottles or more, and get 25% discount.</span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">Tesco failed to notice that the offer clashed with an existing offer on selected wines - buy 3 bottles for £12.</span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">When HotUKdeals hawks spotted that the 25% discount was applied to the original price of the wine - in one case £9.99 - and not the discounted price of £12 for 3 bottles, they realised they could buy £59.94 worth of wine for £9.01. This 'Ogio' branded Chardonnay and Merlot quickly sold out.</span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">The deal also extended to Hardy's Varietal Merlot at £6.99 3 for £12. The price for 6 bottles after the glitch just £13.81. Just £2.30 a bottle.</span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">Tesco didn't much care when they overcharged hundreds of shoppers at my local store on pre-packed onions, so tonight I took the 2 x £15 Tesco money cards to the Tesco Osterley Store and swapped them for 12 bottles of the Hardys - which came to £27.62. I still had change for £2.38. </span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">The duty on a 75cl bottle of wine is £1.90 and the 20% vat accounts for another 46p of the £2.30 misprice. So Tesco should be losing 6p on every bottle they sell if my figures are correct. And that's assuming Tesco pay nothing for the wine, which let's face it is unlikely.</span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: center;">
<span style="font-family: "Trebuchet MS", sans-serif;"><b>Tesco may finally wake up and take more care over their frequent pricing mistakes if they actually cost the company serious money - as this mistake appears to have done.</b></span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
Unknownnoreply@blogger.com3tag:blogger.com,1999:blog-7414920407208458160.post-8779993221038519332012-10-11T12:55:00.000+01:002012-10-11T13:01:07.347+01:00Churchcastle Word Search - Get your refund now!<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjio-LgkyU_cGySmUjrmX8FTmLnzy7fr7mYbcv_Siw8CjfHaONzG6Mi6_L4aOUIjBlAKjMDru1Jz2huqzHKO1g4Qmg1HxZH5ARSvE4E8cuoVjknUBoXh6LuDB0NF_aGN_pSUObPE_jovUyw/s1600/Churchcastle+27October.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="200" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjio-LgkyU_cGySmUjrmX8FTmLnzy7fr7mYbcv_Siw8CjfHaONzG6Mi6_L4aOUIjBlAKjMDru1Jz2huqzHKO1g4Qmg1HxZH5ARSvE4E8cuoVjknUBoXh6LuDB0NF_aGN_pSUObPE_jovUyw/s200/Churchcastle+27October.jpg" width="156" /></a></div>
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">Word Search competition run in The Sun newspaper by Churchcastle Limited</span></b></div>
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">Today Churchcastle was fined £800,000 by the regulator Phonepayplus for breaking the premium phone rate rules. </span></b></div>
<div style="text-align: center;">
<b><br /></b></div>
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">If you entered you can get your money back. Many phone calls cost £10 each.</span></b></div>
<div style="text-align: center;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">Last December I wrote about <a href="http://thechiefexecutive.blogspot.co.uk/2011/12/beware-churchcastle-and-sun-wordsearch.html" target="_blank">Churchcastle's Word Search competitions</a>. My 90 year old relative was bombarded with letters from Churchcastle claiming she was one phone call away from a very large cash prize after she entered a word search contest advertised in the Sun.</span> <span style="font-family: "Trebuchet MS", sans-serif;">I complained to the telephone regulator Phonepayplus in November 2011, but they told me the adverts complied with all their rules.</span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">Today Phonepayplus has had a change of mind. They have announced a record £800,000 fine for Churchcastle's misleading competitions which scammed mainly pensioners who are over 80 years old. Apparently Phonepayplus recieved 15 complaints. My complaint wasn't counted, because they told me back then there was nothing wrong.</span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<br /></div>
<blockquote class="tr_bq">
<span style="background-color: white;"><span style="font-family: "Helvetica Neue",Arial,Helvetica,sans-serif;">All complaints related to elderly cons<span></span>umers, the majority of whom
were over 80 years old, and were made by concerned relatives. The
complainants raised a number of concerns regarding the size, visibility
and readability of the pricing information, “bill shock”, misleading
promotions (including the poor quality of jewellery items) and the large
volume of highly personalised direct mail marketing promotions. In
addition, a number of complainants stated that in their opinion the
Service took advantage of elderly people who were vulnerable because of
their age. Executive monitoring of the Service supported the concerns
raised by complainants. </span></span><br />
<span style="background-color: white;"><span style="font-family: "Helvetica Neue",Arial,Helvetica,sans-serif;">The Executive raised the following potential breaches of the PhonepayPlus Code of Practice (12th Edition) (the “Code”).</span></span><br />
<span style="background-color: white;"><span style="font-family: "Helvetica Neue",Arial,Helvetica,sans-serif;">• Rule 2.3.10 - Vulnerable groups<br />• Rule 2.2.5 - Pricing<br />• Rule 2.3.2 - Misleading<br />• Paragraph 4.2.4 - Conceal or falsify information </span></span></blockquote>
<div style="text-align: center;">
<br />
<br />
<b><span style="font-family: "Trebuchet MS", sans-serif;">Part of the Adjudication published by Phonepayplus today</span></b><br />
</div>
<div style="text-align: left;">
</div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">It's a shame Phonepayplus didn't act faster. Last year Churchcastle, based in St Leonards On Sea, East Sussex, but which is ultimately owned by an American company <i>Worldwind</i>, reported profits of £3,000,000. Yes three million pounds! So a £800,000 fine is just a drop in the ocean for their owner.</span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">When I heard news of the record fine on Radio 4's Today programme this morning I emailed the Chief Executive, Paul Whiteing, at Phonepayplus immediately. I complained that Phonepayplus didn't think there was anything wrong with these competitions when I contacted them 11 months ago. To his credit he emailed back straightaway to say they had looked more carefully at these competitions, and at the elderly readers they were targetted at.</span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">Their Chief Executive went on to reassure me he would be writing to all the newspapers and magazines that carried Churchcastle's Word Search adverts so that readers who had entered could now claim a full refund.</span></div>
<div style="text-align: left;">
<br /></div>
<blockquote class="tr_bq">
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"> <span style="background-color: white;"><span style="font-family: "Helvetica Neue",Arial,Helvetica,sans-serif;">The Tribunal upheld the breaches. The Level 2 provider’s revenue in
relation to the Service was within the range of Band 1 (£500,000+). The
Tribunal considered the case to be very serious and issued a formal
reprimand, a direction to remedy the breaches, a fine of £800,000 and a
requirement that the Level 2 provider must refund all complainants who
claim a refund, for the full amount spent by them on the Service, within
28 days of their claim, save where there is good cause to believe that
such claims are not valid, and provide evidence to PhonepayPlus that
such refunds have been made. </span></span></span></div>
</blockquote>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<br />
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">Phonepayplus has instructed Churchcastle to make full refunds</span></b></div>
<div style="text-align: center;">
<br /></div>
<span style="font-family: "Trebuchet MS", sans-serif;">If you have a relative who entered these competitions they could well have spent over £100 as each call cost around £10. I suggest you contact Phonepayplus on 020 7940 7474 or write to Churchcastle at 6 Castleham Road, Ste Leonards on Sea, East Sussex TN38 9NR or phone them on 01424 797531 (this is not a premium rate telephone number).</span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">If you manage to get a refund please let everyone know by posting your story in the comments section below. </span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">Incidentally the Sun was very helpful last year when I complained to them. They instructed Churchcastle to refund my relative to the tune of £120.51. I phoned my relative this morning too tell her the good news - she is delighted other people may get back their pension money too.</span></div>
Unknownnoreply@blogger.com4tag:blogger.com,1999:blog-7414920407208458160.post-22808652534490318762012-10-06T21:18:00.001+01:002012-11-20T22:47:34.600+00:00O2's Chief Executive is Ronan Dunne<div class="separator" style="clear: both; text-align: center;">
<a href="http://upload.wikimedia.org/wikipedia/commons/thumb/0/0a/O2_logo.svg/501px-O2_logo.svg.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="320" src="http://upload.wikimedia.org/wikipedia/commons/thumb/0/0a/O2_logo.svg/501px-O2_logo.svg.png" width="320" /></a></div>
<br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">For a company in the communications business - O2 seem to be pretty bad at it. Maybe that's why parent company Telefonica's profits in 2011 were down almost by half. They still made £4.6bn though. Here's how they do it. </span><br />
<br />
<div style="text-align: center;">
<span style="font-family: "Trebuchet MS", sans-serif;"><b>They help themselves to our money without our authority</b></span></div>
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">My partner wanted to move her Broadband to a new address. O2 don't serve that telephone exchange so the price would jump from £14.95 to £28 a month. Although she was still in contract by a couple of months O2 said there would be no cancellation charge because of this.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">So she was quite surprised a week or so later to receive a demand for £39.64 cancellation charge.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">I phoned O2 and asked them to amend it. After much discussion a supervisor, Rory, promised they would re-issue the final bill for the correct amount. That was September 9th. </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Nothing happened. Does this sound promising? You're right. It doesn't. Something is going to go wrong. It will, but not quite yet.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">So on 2nd October I call again. Sarah agrees the final bill should be just£ 5.81 - but we can't pay now because O2 have cancelled the direct debit. She promises to call back to take the payment tomorrow when her supervisor has amended the account.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">I have a feeling of deja-vu.</span><br />
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS", sans-serif;"><b>3rd October - </b>No call from Sarah at O2. But she promised I hear you say. I know, she promised, but she lied.</span><br />
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS", sans-serif;"><b>4th October</b> - I call again. This time it's Gary. He promises either he or Sarah will call back later to take the payment of £5.81.</span><br />
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS", sans-serif;"><b>5th October - </b>No call from O2. But they promised! I know. They lied.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;"><b>5th October</b> - O2 help themselves to £39.64 from my partner's bank account. Yes that's right they just stole £39.64.</span><br />
<br />
<b><span style="font-family: "Trebuchet MS", sans-serif;">THAT'S HOW O2 MAKE £4.6 BILLION PROFIT - THEY HELP THEMSELVES TO OUR MONEY!</span></b><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;"><b>6th October</b> - Saturday night 7.30pm I phone O2 again. This time its Mark. He doesn't know the name of the Chief Executive of O2 (Ronan Dunne). I ask to speak to a manager. After much faffing about with nonsensical explanations that no one can help he puts me through to his boss Wayne.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Wayne knows Sarah's boss, Kerry, but only Kerry can put this mess right. Kerry's gone home.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">I explain we don't have a contract with Kerry, our contract is with O2. And O2 is in breach of the Direct Debit Guarantee (they take your money without consent, they must give it back).</span><b><span style="font-family: "Trebuchet MS", sans-serif;"><br /></span></b><br />
<span style="font-family: "Trebuchet MS", sans-serif;"><br />Apparently I can email in a complaint.</span><br />
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS", sans-serif;">So here is my complaint. I've also tweeted this article to Ronan Dunne, the CEO at O2. </span><span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-family: "Trebuchet MS", sans-serif;">No one I've spoken to at O2 knows his name.</span> His twitter address is @ronandunneo2. If O2 have taken any money from you, or failed to call you back you might want to give him a shout. </span><br />
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span>
<br />
<div style="text-align: center;">
<span style="font-family: "Trebuchet MS", sans-serif;"><b>I've asked for a letter of apology, a full refund, and £25 compensation for the almost 2 hours I've spent correcting O2's mistake. </b></span></div>
<div style="text-align: center;">
<br /></div>
<div style="text-align: center;">
<span style="font-family: "Trebuchet MS", sans-serif;"><b>With £4.6 billion in the bank O2 can afford it.</b></span><br />
<br />
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">Update 20th November 2012 </span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS", sans-serif;">After filing a formal complaint O2 finally confessed they were completely at fault. They said they would refund the money they stole, and offered £15 compensation. </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">But then they failed to hand back the cash, and said my partner must send in her bank statements to prove they hadn't. She politely declined - would you trust O2 with your bank statements? </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Pushed to increase their offer of compensation to £25, O2 refused. Now we've referred them to the Ombudsman who will investigate. Apparently the Ombudsman Service will charge O2 £400 to tell them they must give back the money. </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">This is a company who don't seem to care how heavily they trample on their customers, but with £4.6 billion profit last year O2 can afford it.</span></div>
</div>
Unknownnoreply@blogger.com5tag:blogger.com,1999:blog-7414920407208458160.post-17654895441486177472012-09-24T18:52:00.001+01:002012-10-04T19:54:58.281+01:00Tesco Promise<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjj9lvL9lr8XcorLFquPg4PEmLGV2sS5xZxCWFPiORwmMhnvRnpu5FXJ0t-iqzyOkENLtGz5Br9nnEDdYrZa0JGCQbL9y18PIfHg11ZHLtPsmfzxQ5gO9vbEai2Hog-vK1IiJbzL4oNudn4/s1600/IMG-20120924-00373.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjj9lvL9lr8XcorLFquPg4PEmLGV2sS5xZxCWFPiORwmMhnvRnpu5FXJ0t-iqzyOkENLtGz5Br9nnEDdYrZa0JGCQbL9y18PIfHg11ZHLtPsmfzxQ5gO9vbEai2Hog-vK1IiJbzL4oNudn4/s320/IMG-20120924-00373.jpg" width="320" /></a></div>
<br />
<div style="text-align: center;">
<span style="font-size: large;"><b><span style="font-family: "Trebuchet MS", sans-serif;">Tesco promise to refund 20p to all Tesco Metro customers buying these onions today</span></b></span></div>
<div style="text-align: center;">
<b><i><span style="font-family: "Trebuchet MS", sans-serif;">Another very annoying trip to Tesco. </span></i></b></div>
<div style="text-align: center;">
<b><i><span style="font-family: "Trebuchet MS", sans-serif;">I avoid their stores like the plague now. So many of the displayed prices just don't match the price Tesco charge at the checkout.</span></i></b></div>
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Today I needed onions.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Loose they were 99p per kg. </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">The bag above weighs 1.2kg and costs just 1p more - £1.00. So an extra 20% for 1p.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Or so I thought. But at the checkout they scanned at £1.20. The cashier refused to believe they were displayed at £1.00 and said I would have to go to customer services.</span><br />
<br />
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj0nvJZmvI9ycmwqsS1yQqO5TJEmuk-KYKIWV0G442O9rqY-shUdG-bs8-nthuALe_6MsuLjkETSePA_UsNcC_OLRqNGN_JpMb4hRwCVwoBkjWJxvonIX4B0V3xoRCSfsM7HIHEKzDDlFi7/s1600/IMG-20120924-00060.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj0nvJZmvI9ycmwqsS1yQqO5TJEmuk-KYKIWV0G442O9rqY-shUdG-bs8-nthuALe_6MsuLjkETSePA_UsNcC_OLRqNGN_JpMb4hRwCVwoBkjWJxvonIX4B0V3xoRCSfsM7HIHEKzDDlFi7/s320/IMG-20120924-00060.jpg" width="320" /></a></div>
<span style="font-family: "Trebuchet MS", sans-serif;">Other shops like Sainsbury's and Waitrose don't do this when they make mistakes. But then these supermarkets are gaining new customers. </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Tesco is losing customers, lots of them. They have just had the worst trading year in recent history. The Big Price Drop turned into the Big Price Flop. Shoppers simply don't trust Tesco prices any more.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">So I went to see the deputy manager (Andrew, according to his badge) to complain that Tesco had stolen 20p from every single customer who bought from the large display of onions today.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">I pointed out they use CCTV and a security guard on the door to catch customers who steal, but no one is protecting the customers when Tesco steals from them. </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">'What do you want me to do?' he asked. </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">'You have the clubcard details of every single customer who bought the onions today, I would like you to write to them all and apologise for stealing from them, and refund the 20p'.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">'I will <i>facilitate</i> that happening' he promised. </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Of course I have no way of telling whether Tesco will keep their promise. </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">A few years ago I bought wine - buy 6 save 25% - on promotion in Sainsbury's. In my local store a systems error meant the discount was incorrectly calculated in Sainsbury's favour. When I wrote to complain, Sainsbury's said they would write to all the other customers who had used Nectar cards and been over-charged. They sent me £30 in vouchers by way of apology. </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">A few weeks later I received another £10 voucher and a letter of apology which had been sent to all the customers who had been over-charged. So yes Sainsbury's kept their promise and did trace all the affected customers (or they went to very elaborate lengths to make me believe they had, but I really doubt that).</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">So if you get a letter and a refund from Tesco because you were over-charged for onions please do let me know.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">I'm not holding my breath.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Now I plan to <i>facilitate</i> doing my shopping elsewhere again. </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;"><i>*I've emailed this post to Tesco Chief Executive Philip Clarke. </i></span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;"><i>To add further insult I entered the details from my receipt into the tescopricepromise.com website. 17 hours later Tesco emailed to tell me my shopping would have been 68p cheaper if I'd gone to Morrisons instead. If I can be bothered I can even print out a voucher for the 68p - but then I'd actually have to shop in Tesco and I don't plan to do that anytime soon.</i></span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Update 3 October. In the last 7 days I've received 2 standard 'holding' emails from Tesco's Chief Executive's team saying they are 'investigating'</span>. <span style="font-family: "Trebuchet MS",sans-serif;">Today Tesco announced their first fall in profits for 18 years - a fall of 11.6%. A disastrous result for any company, especially one which continues to lose shoppers' trust so fast.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Just received this hilarious reply. No wonder Tesco is in such dire trouble - this is the 'official' response.</span><br />
<br />
<br />
<div>
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-family: Arial, sans-serif; font-size: x-small;">Dear sir,</span></span></div>
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-family: Arial, sans-serif; font-size: x-small;">
</span></span>
<div>
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-family: Arial, sans-serif; font-size: x-small;">It just came in my attention about the issue of the product you bought </span></span></div>
<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-family: Arial, sans-serif; font-size: x-small;">
<div>
from ealing tesco metro and there was price differance of 20p for the product.</div>
<div>
Thx for your recent information what happen on that day and we are inprocess </div>
<div>
to send apology with the overcharge to all the customer who bought onion</div>
<div>
on £1.20 on that day...</div>
<div>
Also the issue has resolved as it was system error.. as the team is working </div>
<div>
on such kind of price errors, and making sure that it wont happen again.</div>
<div>
as this is not tesco's normal standerd where we pride ourselves on customer service</div>
<div>
and work hard to ensure our customers have a pleasant experince when shopping</div>
<div>
with us, but on this occation it didnt happen.</div>
<div>
We do apologise on this matter to all effected customers. we appreciate the time</div>
<div>
you have taken to let us know about the issue you had while shpping with Tesco's as</div>
<div>
customer feedback helps us improve our service .</div>
<div>
Also if u can provide your address via email or </div>
<div>
contacting the store will help us to send our apology and goodwill to you quicker.</div>
<div>
I hope you will feel able to give us another chance to serve you better in future.</div>
<div>
</div>
<div>
Kind regards</div>
</span></span><br />
<br />
<br />Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-7414920407208458160.post-28333061710456790142012-09-13T13:18:00.000+01:002013-06-18T12:14:49.367+01:00Nationwide Energy Services - Cold calling to keep you warm<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgpnngsZDzbtgp2E4PpK7F1nheSIHMClPtpB5lig7ItKMRxnEzT1PPsdzQruuFFQ-VtGX9JgYuTmqgqNemYU0lWbP25vZOk91aCKnrucggE8g4TWd8xsWJZCoRxupJeeUXlEjCxJ5nHqCGp/s1600/NES+logo.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="126" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgpnngsZDzbtgp2E4PpK7F1nheSIHMClPtpB5lig7ItKMRxnEzT1PPsdzQruuFFQ-VtGX9JgYuTmqgqNemYU0lWbP25vZOk91aCKnrucggE8g4TWd8xsWJZCoRxupJeeUXlEjCxJ5nHqCGp/s320/NES+logo.jpg" width="320" /></a></div>
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">Nationwide Energy Services are a call centre based in Swansea</span>. </b></div>
<br />
<i><span style="font-family: "Trebuchet MS",sans-serif;">"Nationwide Energy Services believes that everyone should claim the government grants available for loft insulation and cavity wall insulation" source NES website</span></i><br />
<br />
<span style="font-family: "Trebuchet MS",sans-serif;">Nationwide Energy Services managed to convince the BBC Wales business correspondent that they are an important new employer. They're taking on 350 call centre staff in Swansea to alert home owners that they may be entitled to free govt grants for home insulation.</span><br />
<br />
<div style="text-align: center;">
<span style="font-family: "Trebuchet MS",sans-serif;">The money does exist - it comes from the CERT scheme (Carbon Emission Reduction Targets). </span></div>
<br />
<span style="font-family: "Trebuchet MS",sans-serif;">You may be reading this because you are one of the thousands of people Nationwide Energy Services bother every week with their cold telephone calls. Oh the irony - they promise to help keep us warm, but they do it by cold calling!</span><br />
<br />
<span style="font-family: "Trebuchet MS",sans-serif;">Nationwide Energy Services phoned my mother yesterday. The salesman told her the 'government usually gives us bu**ger all'. Language like that still surprises my mother, especially when it comes from someone who's phoned her uninvited. She firmly told him she already has loft insulation and doesn't want cavity wall insulation, but somehow he managed to persuade her to reveal her address so a surveyor could call round today.</span><br />
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS",sans-serif;">As soon as she got off the phone she realised she may be the victim of a scam. She knows I have already checked if she is eligible for energy saving grants (she isn't) so this free visit could only end up costing. So she tried to phone Nationwide Energy Services on 0800 408 9000 but after repeated attempts all she got was either music or an announcement saying there is a fault.</span><br />
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS",sans-serif;">Then she spoke to me. I googled the company. Yes they are bonafide agents, who cold call mainly old people setting up appointments for insulation installers. The NES blog says they make 10,000 visits each week resulting in 7,000 installations.</span><br />
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span>
<br />
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS",sans-serif;">So if Nationwide Energy Services are a bona-fide company ensuring homeowners get their share of govt cash why don't they ever answer their phones?</span></b></div>
<br />
<br />
<span style="font-family: "Trebuchet MS",sans-serif;">A web search shows that almost no-one can get through on this number, or any other number NES has phoned them from. This is no doubt because after investing all that time persuading people they need a visit they certainly don't want them to phone back and cancel. Nor would they want to actually have to pay operators to lose them business.</span><br />
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS",sans-serif;">I decided I'd better go round to my mother's in time for the surveyor's visit - planned for between 12 and 3. I didn't make it. She phoned at 11am to say the surveyor had just been.</span><br />
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS",sans-serif;">Fortunately she showed the shabbily turned out man the same respect Nationwide Energy Services showed her - she sent him away with a lecture about how she won't deal with companies that use inappropriate language and don't answer their phones.</span><br />
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS",sans-serif;">The web is awash with tales of bodged jobs, and missed installations, but I'm sure they must have some satisfied customers among those 7,000 weekly installations. </span><br />
<br />
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS",sans-serif;">Some people have received free insulation and been very happy. So why operate the business like its a scam, giving a useful service the big hard sell and frightening pensioners in their homes?</span></b></div>
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS",sans-serif;">Rather telling is the forum posting from a former tele-sales worker at NES. The ex-worker managed to fix up 4 successful visits a day - not enough for Nationwide Energy Services who require many more visits to earn their commission from the CERT fund. After being urged to push harder, this worker decided NES wasn't an employer they wanted to work for - even in recession hit Swansea.</span><br />
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS",sans-serif;">The money for the CERT scheme comes from the energy companies, who of course collect it from us via our energy bills. It's a shame this government scheme wastes so much of our cash paying commission to middlemen who've spotted a business opportunity.</span><br />
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span>
<br />
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS",sans-serif;">Apparently Nationwide Energy Services are planning to branch out into comparison selling insurance. How about PPI claims handling? Or accident victim compensation? These sound like suitable services for a company which never answers its phones and ignores the rules of the Telephone Preference Service when it comes to cold calling.</span></b><br />
<br />
<div style="text-align: left;">
<b><span style="font-family: "Trebuchet MS",sans-serif;">Update, June 2013. BBC Three are currently screening 'The Call Centre' an observational documentary soap in the style of comedy series The Office, showing what high jinks the happy Welsh workers at the company behind Nationwide Energy Services are. Nev, their cheery boss is portrayed as a loveable version of David Brent. The BBC rather gloss over the annoyance caused to millions of elderly people trapped at home all day, by all this cold calling activity, but hey why let the facts spoil the fun. </span></b><br />
<br />
<b><span style="font-family: "Trebuchet MS",sans-serif;">18th June 2013 - Embarassment for the BBC today as the Information Commissioner has imposed fines totalling £225,000 on 2 of the companies featured in BBC Three's the Call Centre (one of which is Nationwide Energy Services, the other a ppi claim company - the first to be fined). The fines are for failing to make adequate checks the people they cold call are in fact registered with the Telephone Preference Service (and have therefore legally chosen not to receive unsolicited marketing calls). The Information Commissioner received more than 2,700 complaints about these companies between May and December 2012. I'm sure the BBC will be re-recording some of the voice over in future episodes to restore some editorial balance to the series. It may be hysterically funny to work there, but their antics inflict misery on millions of old people, stuck at home all day, who now are too scared to answer their own phones because they know it will be some numpty asking if they've been mis-sold payment protection insurance. </span></b></div>
</div>
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span>Unknownnoreply@blogger.com40tag:blogger.com,1999:blog-7414920407208458160.post-49102396223980472262012-08-11T12:20:00.001+01:002012-08-11T12:20:40.193+01:00Never phone a Premium Rate number again...<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgIB6Q8WAgCWdFtmVQwrrwb3lruvJ8gkiK7ixHTy2pMprfpFXYViuwqCs5PVAuCSE-huO30Fov9iC8BTGro8lDsl3pkccMOkhQ8PCCRIHqBlNNIwti-dCvBkmyVRpcAyeefE6y_iMz2eSDP/s1600/IMG-20120811-00139.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgIB6Q8WAgCWdFtmVQwrrwb3lruvJ8gkiK7ixHTy2pMprfpFXYViuwqCs5PVAuCSE-huO30Fov9iC8BTGro8lDsl3pkccMOkhQ8PCCRIHqBlNNIwti-dCvBkmyVRpcAyeefE6y_iMz2eSDP/s320/IMG-20120811-00139.jpg" width="320" /></a></div>
<br />
<br />
<br />
<br />
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS", sans-serif;">Aviva Insurance Renewal - free number on envelope, Premium Number inside</span></b></div>
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Aviva sent me a home insurance renewal this morning. I wanted to phone and ask why the quote had gone up 15% from last year, for exactly the same cover (I know, it's insurance inertia, they hope you won't check. They don't even tell you what you paid last year).</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Apart from getting the premium reduced to the same price as last year, I also saved some extra pennies on the phone call.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">The renewal letter suggests I call 0844 891 3962 to discuss the quote. This costs 3p a minute from a BT land line, and much more than that from a mobile. </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Flip over the envelope which contained the quote, and Aviva helpfully display all the freephone numbers for the different types of insurance. Simples, as one insurance comparison site says, just phone the free number.</span><span style="font-family: "Trebuchet MS", sans-serif;"> </span><br />
<br />
<div style="text-align: center;">
<span style="font-family: "Trebuchet MS", sans-serif;"><b>My call to Aviva lasted around 20 minutes (including the time on hold waiting. Don't pay to hold!) The saving for phoning free rather than at 3p a minute = 60p.</b></span></div>
<br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">I never phone an 0870, 0845 or 0844 number without looking for an alternative. My bible for this is the brilliant website<a href="http://www.saynoto0870.com/" target="_blank"> www.saynoto0870.com </a></span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">The rules for Premium Rate phone numbers are simple</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">1. Never call a premium rate number (0870, 0845, 0844) from a mobile phone. It will cost up to 30p a minute</span><br />
<span style="font-family: "Trebuchet MS", sans-serif;">2. Never call a free phone (0800) number from a mobile phone. It will cost up to 30p a minute.</span><br />
<span style="font-family: "Trebuchet MS", sans-serif;">2. If you have a calling plan with inclusive minutes always try and find a geographical number first (01, 02, 03) these numbers are included in your free minutes.</span><br />
<span style="font-family: "Trebuchet MS", sans-serif;">3. If you have a BT land line then free phone numbers (0800) are just that, free to call, so if you find an 0800 alternative - as I did with Aviva - use that.</span><br />
<span style="font-family: "Trebuchet MS", sans-serif;">4. If you have a BT calling plan which allows inclusive calls at evenings and weekends (or even all day) then 0870 and 0845 calls are included. 0844 calls are never free.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Confusing I know, and if you make a mistake it can cost dear. </span><br />
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS", sans-serif;">My BT calling plan only allows free evening and weekend calls, but my mobile phone calling plan has unlimited free minutes to landlines. So I always check the website Saynoto0870.com for a geographical (01,02,03) and use that. </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">Yesterday I made 3 calls which were all displayed as 0870 or 0845 but managed to find alternative numbers for all of them (West Bromwich Building Society, Standard Life, HSBC) using the site. In the process I saved at least £2 which will contribute nicely to the monthly mobile phone bill (which is a fixed cost).</span><br />
<span style="font-family: "Trebuchet MS", sans-serif;"><br /></span>
<span style="font-family: "Trebuchet MS", sans-serif;">As for Aviva, just as with their inflated renewal quote they rely on dialling inertia to make themselves a few extra quid at our expense. The paid for number is displayed next to the quote, the free number is on the envelope, which has probably been discarded by the time you get round to phoning.</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">I don't much like doing business with Aviva - and their business is certainly having a rough time in this recession - but I couldn't beat the renewal quote on any comparison site, so I'm stuck with them for another year.</span><br />
<span style="font-family: "Trebuchet MS", sans-serif;"> </span><br />Unknownnoreply@blogger.com6tag:blogger.com,1999:blog-7414920407208458160.post-56436671653338199922012-06-15T13:56:00.000+01:002012-06-15T13:56:29.861+01:00Southern Electric - Another Wrong Bill<div class="separator" style="clear: both; text-align: center;">
</div>
<div class="separator" style="clear: both; text-align: center;">
</div>
<div class="separator" style="clear: both; text-align: center;">
</div>
<div class="separator" style="clear: both; text-align: center;">
</div>
<div class="separator" style="clear: both; text-align: center;">
</div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiwmaWZ52FxS3o9IIhcdsKu50dXBg14MkP9komkQEksqLzrt5Ry9-fAf95etAEKyf3V8nrxOnGBi-ek61R1U7t6_HxJciXBBJoDfLD82nBXk4_j4sT-oJREyjhhWMAZRFFAeOAMkYsPp8PF/s1600/IMG00866-20120615-1141.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiwmaWZ52FxS3o9IIhcdsKu50dXBg14MkP9komkQEksqLzrt5Ry9-fAf95etAEKyf3V8nrxOnGBi-ek61R1U7t6_HxJciXBBJoDfLD82nBXk4_j4sT-oJREyjhhWMAZRFFAeOAMkYsPp8PF/s320/IMG00866-20120615-1141.jpg" width="320" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
</div>
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS",sans-serif;">Southern Electric - Can SSE be trusted to send accurate bills?</span></b></div>
<div style="text-align: center;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS",sans-serif;">I sent my last blog about <a href="http://www.thechiefexecutive.blogspot.co.uk/2012/05/southern-electric-is-it-time-to-switch.html" target="_blank">Southern Electric</a> to the Chief Executive Ian Marchant. He emailed back saying he would look into my complaint. Then I heard nothing. So I emailed again. Two weeks later I received an email from the Head of Customer Service. She said a lot had gone wrong with my account. She was sorry and offered me £50 credit because of the incorrect billing and delay in responding. </span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS",sans-serif;">But I wasn't satisfied. I don't believe my mother and I are the only two SSE (as they now like to be called) customers who are receiving wildly inaccurate bills. So I asked the Head of Customer Service to phone me so we could have a discussion about what is really going on. </span></div>
<div style="text-align: left;">
<br /></div>
<ul>
<li><b><span style="font-family: "Trebuchet MS",sans-serif;">My mother was £763 in credit but SSE was still collecting £100 a month more from her for gas. She is a pensioner. </span></b></li>
<li><b><span style="font-family: "Trebuchet MS",sans-serif;">Last month SSE said I was £426 in credit but the bill was 5 months out of date. </span></b></li>
<li><b><span style="font-family: "Trebuchet MS",sans-serif;">This month SSE want to increase my monthly electricity payments by 200%!</span></b></li>
</ul>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS",sans-serif;">The Head of Customer Service eventually phoned me on Tuesday to say she was having another look at mine and my mother's accounts to try and discover what was going on. Yesterday she phoned to update me further - but her 'head was spinning' there were so many things wrong. She has promised a full response next week.</span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS",sans-serif;">Today I received a new electricity bill from Southern Electric (SSE) spat out by their computer. </span></b></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS",sans-serif;">It is estimated, and drawn up until 10th April. Yes the 10th of April, that's 65 days ago. It shows my account is in credit by £34.71 (that includes the £50 compensation they awarded me. </span></div>
<div style="text-align: left;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgK4BVq1T34Uatv8xhCI7QtQzTRuJdM97TctKjWvvu6NgVOaM8BRw-dHGdzLDf4WTc1NnVRxo8oe38ZgUG-PKUdl_sho4UmHRq1BxttmPTGqTR_4oAXsXHiMZEH2nLoBCcQqOfY71aD6q4T/s1600/IMG00864-20120615-1140.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgK4BVq1T34Uatv8xhCI7QtQzTRuJdM97TctKjWvvu6NgVOaM8BRw-dHGdzLDf4WTc1NnVRxo8oe38ZgUG-PKUdl_sho4UmHRq1BxttmPTGqTR_4oAXsXHiMZEH2nLoBCcQqOfY71aD6q4T/s320/IMG00864-20120615-1140.jpg" width="320" /></a></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS",sans-serif;">But even though the account is <b>ESTIMATED</b>, and is <b>SIXTY FIVE</b> days out of date, SSE has worked out my monthly payments need to <b>INCREASE</b> by almost <b>200%</b>. Yes TWO HUNDRED per cent from <b>£20</b> a month to <b>£59</b>. </span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS",sans-serif;">SSE then comes up with a calculation to show why my payment must increase so dramatically -even though my account is in <b>CREDIT! </b></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: center;">
<span style="font-family: "Trebuchet MS",sans-serif;"><b>Southern Electric appear to have made a big mistake. They don't know how many months there are in a year. There are only 6 months in SSE's calendar as you'll see...</b></span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS",sans-serif;"><b> </b></span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS",sans-serif;"><b>Here is SSE's calculation: </b></span></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS",sans-serif;">Estimated annual use (£346.17) the standing charge (£64.71) the vat (£19.51) minus the credit on the account (£34.71) come up with a grand total (£374.91) less the next payment, and then divide the whole year by just 6 monthly instalments! New direct debit £59.</span></div>
<br />
<span style="font-family: "Trebuchet MS",sans-serif;"><b>Here are my sums</b> (Let's give SSE the considerable benefit of the doubt and assume their 'guess / estimate' about the annual consumption of units is correct)</span>:<span style="font-family: "Trebuchet MS",sans-serif;"> Estimated annual use (£430.39) minus the credit (£34.71) divided by 12 payments (=£32.93) a month. Let's call it £33, I can spare the extra 7p a month.</span><br />
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span><br />
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS",sans-serif;">I should pay 12 x £33 = £396</span></b></div>
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS",sans-serif;">SSE want to collect 12 x £59 = £708</span></b></div>
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span><br />
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS",sans-serif;">I wonder what SSE will do with the extra £300+ they're planning to collect from my bank account over the next year?</span></b></div>
<br />
<span style="font-family: "Trebuchet MS",sans-serif;">The extra £300+ will sit in SSE's bank account instead of mine, earning them about 4% interest, and then next year my account will be hugely in credit and they will reduce my direct debit. In the meantime they will have had use of £300+ of my cash for no charge, just like they held onto £763 of my mother's money interest free.</span> <br />
<br />
<span style="font-family: "Trebuchet MS",sans-serif;">This isn't an honest way to run the business, and it might help explain how SSE lost 100,000 customers last year. The same year SSE also received the largest ever fine for miss-selling energy on the doorstep - £1.25m.</span><br />
<br />
<span style="font-family: "Trebuchet MS",sans-serif;">We're all paying more for our energy use than we can really afford. We have to be sure we are only paying for what we actually use, not some fanciful figure dreamt up by SSE's accounts department to keep the company in profit. </span><br />
<br />
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS",sans-serif;">Last year SSE's boss Ian Marchant was paid £1.2m including a bonus of £158,000 (slashed from £378,000 the previous year - because of the miss-selling scandal). I don't want my monthly over-payments contributing to any more bonuses for the over-paid boss at SSE.</span></b></div>
<div style="text-align: center;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS",sans-serif;">Of course SSE might say I can phone them to discuss the proposed new monthly charge, and give them an accurate up to date meter reading. </span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: left;">
<span style="font-family: "Trebuchet MS",sans-serif;">But I'm sure not many customers get round to doing this (my mother didn't - and SSE collected £760 unnecessary credit from her, and she's a pensioner). </span></div>
<div style="text-align: left;">
<br /></div>
<div style="text-align: center;">
<span style="font-family: "Trebuchet MS",sans-serif;"><b>Customers must be confident the bill they receive from their energy company is correct. </b></span></div>
<div style="text-align: left;">
<br /></div>
<br /><div style="text-align: left;">
<span style="font-family: "Trebuchet MS",sans-serif;"> </span></div>
<div style="text-align: center;">
<br /></div>
<div style="text-align: center;">
<span style="font-family: "Trebuchet MS",sans-serif;"> </span></div>Unknownnoreply@blogger.com6tag:blogger.com,1999:blog-7414920407208458160.post-5823416600125489612012-05-18T16:13:00.002+01:002012-05-18T18:51:47.542+01:00Southern Electric - Is it Time to Switch?<br />
<div style="text-align: center;">
<span style="font-family: "Trebuchet MS",sans-serif;"> </span><img class="CSS_LIGHTBOX_SCALED_IMAGE_IMG" src="http://t2.gstatic.com/images?q=tbn:ANd9GcS4Bkwm_1N74PhVIiHsvfcmBKEonIRUG_zECAxzod3xuTxqmefe" style="height: 141px; width: 357px;" /></div>
<span style="font-family: "Trebuchet MS",sans-serif;">My energy company
Southern Electricity wrote to me today. Good News! I have been paying by
direct debit and they owe me <b>£337.65</b> on my gas account.</span><br />
<br />
<br />
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjW_S6BoTaTr41q5G8S6xvYn1jki8mOVwHfaor7QSU2xuZsYCSpvO0DYfhpWXCQCGthGvonbTIPpfesv_ld_F7rTdJR4cTi11MjLcEILJiNictO2Ee7faA3CpKsGHJr3eQ3BhtzrBlfF2xs/s1600/IMG00801-20120518-1523.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjW_S6BoTaTr41q5G8S6xvYn1jki8mOVwHfaor7QSU2xuZsYCSpvO0DYfhpWXCQCGthGvonbTIPpfesv_ld_F7rTdJR4cTi11MjLcEILJiNictO2Ee7faA3CpKsGHJr3eQ3BhtzrBlfF2xs/s320/IMG00801-20120518-1523.jpg" width="320" /></a></div>
<br />
<br />
<span style="font-family: "Trebuchet MS",sans-serif;">Even better they owe me another <b>£88.40</b> on my
electric account. </span><br />
<br />
<span style="font-family: "Trebuchet MS",sans-serif;">Great! I am in the money by a whopping <b>£426.05</b>. Yippee! This cold and wet Spring weather is driving us all crazy, but I can afford to keep the heating on!</span><br />
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span><br />
<span style="font-family: "Trebuchet MS",sans-serif;">But hang on - a minute, there is a very nasty shock waiting here. When I go and check my gas meter I discover I have used 829 more units than they are showing on the letter. My last bill is for 555 units which cost £253.35 so the cost of another 829 units will be around £400. </span><br />
<br />
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS",sans-serif;">So I'm not in CREDIT - I'm in DEBT!</span></b></div>
<br />
<span style="font-family: "Trebuchet MS",sans-serif;">I look at the letter again more closely. Southern Electric have written to me with an acccount drawn up until 6th January. Today is the 18th May - So why are Southern Electric sending me a gas and electricity account which is 5 months out of date?</span><br />
<br />
<span style="font-family: "Trebuchet MS",sans-serif;">I phone up Southern Electric to find out what on earth is going on. 36 minutes later I have spoken to 2 advisors and neither of them can really explain why Southern Electric would want to mislead their customers into thinking they are in <b>CREDIT</b> when they are actually in <b>DEBT</b>. They both agree the letter I have received is very confusing. </span><br />
<br />
<span style="font-family: "Trebuchet MS",sans-serif;">Apparently the letter I am holding is an 'end of cycle' account. There will be a proper bill in June. So when my old tariff ended in DECEMBER, and I went onto a new tariff in JANUARY, Southern Electric thought it would be helpful to write to me 5 months later in MAY and explain where we are with the finances. You're kidding right?</span><br />
<br />
<span style="font-family: "Trebuchet MS",sans-serif;">This letter even says the account is 'estimated' - when in fact a meter reader called at my home on 5th Jan.They've even used his reading. </span><br />
<br />
<div style="text-align: center;">
<b><span style="font-family: "Trebuchet MS",sans-serif;">Confused? Yes I am.</span></b></div>
<br />
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjlzkivujmiWNkQ2hsKeuBJE2DLIOeCrZCG85cVX3rIwahpcuBcSFFM4tEqrQB7QihvN78at76wl25h8pzz1ry2fAKm5JUpIbx7jYm9KjgBeBPd2XE6itqCIcOwN3Gn92hL3OlxJPfJrfMk/s1600/IMG00802-20120518-1524.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjlzkivujmiWNkQ2hsKeuBJE2DLIOeCrZCG85cVX3rIwahpcuBcSFFM4tEqrQB7QihvN78at76wl25h8pzz1ry2fAKm5JUpIbx7jYm9KjgBeBPd2XE6itqCIcOwN3Gn92hL3OlxJPfJrfMk/s320/IMG00802-20120518-1524.jpg" width="320" /></a></div>
<br />
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span><br />
<span style="font-family: "Trebuchet MS",sans-serif;"><b>So much is WRONG with this letter I think I might be with the WRONG energy company.</b></span><br />
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span><br />
<span style="font-family: "Trebuchet MS",sans-serif;">In fact I'm a bit fed up with Southern Electric, for the following reasons:</span><br />
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span><br />
<span style="font-family: "Trebuchet MS",sans-serif;">1. They said they had 'frozen' prices, then invited customers to sign up to the 'frozen price' but shortly afterwards reduced gas prices by 4.5%, leaving customers who agreed to fix for 2 years on the old higher rate. I wrote to their chief executive to complain - and wrote this article <a href="http://thechiefexecutive.blogspot.co.uk/2012/01/southern-electric-we-have-frozen-our.html" target="_blank">here</a>. They agreed 'Frozen' was an unfortunate choice of word - but they carried on using it in all their marketing. (Although they did promise I could leave the tariff without penalty).</span><br />
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span><br />
<span style="font-family: "Trebuchet MS",sans-serif;">2. I got my mother to switch to Southern Electric. They wrote to say they wanted to increase her gas direct debits to £100 a month - but she was already £700 in credit! (I got the credit refunded).</span><br />
<br />
<span style="font-family: "Trebuchet MS",sans-serif;">3. My mother received a letter to say her gas meter must be changed. I drove to her property to keep the appointment. 3 hours into the appointment slot Onstream, the agent, phoned to say they could not keep the appointment. A wasted morning, and a wasted journey. (When I complained they paid me a paltry £20 compensation)</span><br />
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span><br />
<span style="font-family: "Trebuchet MS",sans-serif;">4. Now Southern Electric are telling me I'm in CREDIT when I'm actually in DEBT.</span><br />
<span style="font-family: "Trebuchet MS",sans-serif;"><br /></span><br />
<div style="text-align: center;">
<span style="font-size: large;"><b><span style="font-family: "Trebuchet MS",sans-serif;">Measuring how much gas or electric we use, and how much it will cost, is very worrying for consumers</span></b></span></div>
<b><span style="font-family: "Trebuchet MS",sans-serif;"><br /></span></b><br />
<span style="font-family: "Trebuchet MS",sans-serif;">Uswitch (the leading energy provider switching service) published a survey today. They say consumers are even more worried about the soaring cost of energy than they are by the massive jump in food prices.</span> <br />
<span style="font-family: "Trebuchet MS",sans-serif;"></span><br />
<span style="font-family: "Trebuchet MS",sans-serif;">Since 2004 energy prices have increased 140%. The average energy bill in 2004 was £522 today it is a massive £1252. </span><br />
<br />
<span style="font-family: "Trebuchet MS",sans-serif;">Some consumers are so worried about how much their gas bill will be when it finally arrives that they are switching the heating off. Pensioners die at home from hypothermia every year.</span><br />
<br />
<span style="font-family: "Trebuchet MS",sans-serif;">Fill your car with fuel and the pump displays the price per litre and the total cost of the sale - and that's what you pay - there and then. With your energy provider your gas meter does not show the cost - just units. The units do not translate into cash in a simple way customers can calculate. The bill comes much later.</span><br />
<br />
<span style="font-size: large;"><b><span style="font-family: "Trebuchet MS",sans-serif;">We all rely on our energy company to provide us with accurate information so we know how much we are using and how much we must pay.</span></b></span><br />
<br />
<span style="font-family: "Trebuchet MS",sans-serif;">I could use Southern Electric's latest information and <i>believe</i> I am £426.05 in CREDIT. But I prefer to use my own calculations which reveal I am <i>actually</i> in DEBIT. In June Southern Electric will write to me again and all will become clear. </span><br />
<br />
<b><span style="font-family: "Trebuchet MS",sans-serif;">Southern Electric will no doubt say as I'm spreadng the cost of energy by monthly payments I shouldn't be alarmed by these wildly innacurate statements. But I am. </span></b><br />
<br />
<b><span style="font-family: "Trebuchet MS",sans-serif;">I am concerned about vulnerable customers like my mother who judge whether to put the heating on based on the size of the most recent bill to drop through their letterbox. They need information which is up to date and accurate - not spat out by some computer 5 months after the event.</span></b><br />Unknownnoreply@blogger.com1tag:blogger.com,1999:blog-7414920407208458160.post-84757778400787855332012-04-17T15:02:00.007+01:002012-04-17T15:55:49.173+01:00Enterprise and Ealing Council's recycling contract - A Load of Rubbish<div style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgK8cw2uhf1T-nPYtRfZ8Z7U_NUjpjrfOj23ZyVQyzXX1hABTJcElDSjo5jRVEU6pqoFM66rNwxe_PcJ5ocTD1LXXN_61pHatEAgkZeMFLNhU-CfewXVoZ3k-s_JUOjAl-PJU8hr97C-JdD/s1600/IMG00740-20120417-0824.jpg"><img style="display:block; margin:0px auto 10px; text-align:center;cursor:pointer; cursor:hand;width: 320px; height: 240px;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgK8cw2uhf1T-nPYtRfZ8Z7U_NUjpjrfOj23ZyVQyzXX1hABTJcElDSjo5jRVEU6pqoFM66rNwxe_PcJ5ocTD1LXXN_61pHatEAgkZeMFLNhU-CfewXVoZ3k-s_JUOjAl-PJU8hr97C-JdD/s320/IMG00740-20120417-0824.jpg" alt="" id="BLOGGER_PHOTO_ID_5732370087034174722" border="0" /></a></div><div style="text-align: center; font-weight: bold;"><span style="font-family:trebuchet ms;">Enterprise PLC won the 15 year £300m contract to provide Ealing's Household waste and recycling service. It started on 1st April - but it's been no joke for residents.</span><br /><br /><div style="text-align: left;"><span style="font-family:times new roman;"><span style="font-family:trebuchet ms;"><span style="font-weight: normal;">Labour controlled Ealing Council got an angry reaction when they announced that residents must pay a £40 per year 'Garden Tax' if they wanted their garden refuse collected by the new contractor. The service was previously provided as part of the Council Tax. Ealing has kept a zero Council Tax rise by stealth - parking permits jumped from £45 to £77.50 and now there is the £40 for garden refuse. </span></span></span><span style="font-weight: bold;font-family:times new roman;" ><span style="font-family:trebuchet ms;"><span style="font-weight: normal;">What next - coin operated street lamps?</span></span></span><br /><span style="font-family:times new roman;"><span style="font-family:trebuchet ms;"><br /><span style="font-weight: normal;">When the new contract with Enterprise started on 1st April - April Fool's day - Ealing's residents discovered it was no joke. Enterprise were unprepared. Their vehicles didn't fit down some streets, staff were still in training, and they didn't have time to sort the recycle at kerbside so on many rounds they crushed all residents' carefully sorted waste into the back of one big dump truck! The chaos led residents to suspect Enterprise were simply sending the recycling to landfill. A video was even posted on YouTube showing contractors slinging the waste into one big lorry.</span><br /><br /></span></span><div style="text-align: center;"><span style="font-family:times new roman;"><span style="font-family:trebuchet ms;"><span style="font-family:times new roman;"><span style="font-family:trebuchet ms;"><span style="font-family:times new roman;"><span style="font-family:trebuchet ms;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiAzVRtNs2_DsNz2REQPg3LZ03AUn1a47wFDDpWdGJlw-xCAf7sHqOBclFiLlu2SGXcoGUSztYPzrs4Wqqtvb9IMcAd7rDADzA5YB9SwsdohQY71qZVQg8dIoUaa1jjREi-SQngOk4u1Kpl/s1600/IMG00744-20120417-1401.jpg"><img style="display:block; margin:0px auto 10px; text-align:center;cursor:pointer; cursor:hand;width: 320px; height: 240px;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiAzVRtNs2_DsNz2REQPg3LZ03AUn1a47wFDDpWdGJlw-xCAf7sHqOBclFiLlu2SGXcoGUSztYPzrs4Wqqtvb9IMcAd7rDADzA5YB9SwsdohQY71qZVQg8dIoUaa1jjREi-SQngOk4u1Kpl/s320/IMG00744-20120417-1401.jpg" alt="" id="BLOGGER_PHOTO_ID_5732372835793367202" border="0" /></a>All the carefully sorted bottles, cans, newspapers, plastics, batteries and cardboard are dumped into one truck. </span></span></span></span></span></span></div><br /><div style="text-align: center;"><span style="font-family:times new roman;"><span style="font-family:trebuchet ms;"><span style="font-family:times new roman;"><span style="font-family:trebuchet ms;"><span style="font-family:times new roman;"><span style="font-family:trebuchet ms;">The food waste is kept separate (no doubt much to the relief of the workers back at the 'materials recycling facility where it is claimed the waste is hand re-sorted)</span></span></span></span></span></span><br /></div><span style="font-family:times new roman;"><span style="font-family:trebuchet ms;"><span style="font-family:times new roman;"><span style="font-family:trebuchet ms;"><span style="font-family:times new roman;"><span style="font-family:trebuchet ms;"><br /></span></span></span></span><span style="font-weight: normal;">Ask homeowners what they get for their £1,000+ yearly </span></span></span><span style="font-family:times new roman;"><span style="font-family:trebuchet ms;"><span style="font-weight: normal;">Council Tax, and 'getting the bins emptied and the streets swept' are among the first services that come to mind. Any council seeking to stay in power must make household waste and recycling a priority. Councillors from rival political parties have delighted in the new Labour council's calamitous choice of contractor.</span><br /><br /><span style="font-weight: normal;">Their choice 'Enterprise PLC' sound like the sort of team name the boys would come up with on Lord Sugar's 'The Apprentice'. The reality is they are a venture capitalist backed (3i investment group) outfit hoping to clean up by providing Council services. </span><br style="font-weight: normal;"><br style="font-weight: normal;"><span style="font-weight: normal;">But they haven't cleaned up in Ealing - in fact unlike the previous contractor May Gurney who swept the streets AFTER vehicles had collected all the waste, Enterprise swept my street this morning 5 hours BEFORE the recycle collectors dropped stuff all over it.</span><br style="font-weight: normal;"><br style="font-weight: normal;"><span style="font-weight: normal;">I tweeted Council leader Julian Bell with photographic proof of Enterrise's unjoined up approach to the task. He responded 'We r aware synchronisation is not fully working yet and have told Enterprise to re sweep streets after collections.'</span><br style="font-weight: normal;"><br />Synchronisation? Oh dear what would Lord Sugar say?<br /><br />Yes, you're ahead of me....'You're fired!'<br /><br /></span></span></div></div>Unknownnoreply@blogger.com1tag:blogger.com,1999:blog-7414920407208458160.post-68579067577508150762012-02-21T10:32:00.012+00:002012-02-24T14:25:11.134+00:00Supermarket Basics - Cleaning Up On Profit<div style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjGZTkZuFsEf2JBEMJ7buQUaBFC8sbB7Zxu1fbYbx9PcY8itetg0JtdUvGleJAbxOVFOHBkKPtdAaChZyWSdiNNBp-KqxxLPsMYj1tRmZGYkaicoHb14TvoOxdi6yQTSfN6Mj50-Sr3HvBk/s1600/IMG00555-20120219-1318.jpg"><img style="display:block; margin:0px auto 10px; text-align:center;cursor:pointer; cursor:hand;width: 320px; height: 240px;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjGZTkZuFsEf2JBEMJ7buQUaBFC8sbB7Zxu1fbYbx9PcY8itetg0JtdUvGleJAbxOVFOHBkKPtdAaChZyWSdiNNBp-KqxxLPsMYj1tRmZGYkaicoHb14TvoOxdi6yQTSfN6Mj50-Sr3HvBk/s320/IMG00555-20120219-1318.jpg" alt="" id="BLOGGER_PHOTO_ID_5711537068224598482" border="0" /></a><span style="font-family:trebuchet ms;"><span style="font-weight: bold;">You can't buy much more basic - sponge scourers / cleaners.<br />They clean dishes.</span></span><br /><br /><br style="font-weight: bold;"><span style="font-family:trebuchet ms;font-size:130%;"><span style="font-weight: bold;">Are own brand basics the new high profit product for the</span></span><span style="font-family:trebuchet ms;font-size:130%;"><span style="font-weight: bold;"> big su</span></span><span style="font-family:trebuchet ms;font-size:130%;"><span style="font-weight: bold;">permarkets?</span></span><br /><br /><div style="text-align: left;"><span style="font-family:trebuchet ms;">I buy these pan scourers because they are cheap, they do the job and the branded versions are about 4 times the price.</span><br /><br /><span style="font-family:trebuchet ms;">Ok the branded ones are a lot thicker and have a groove shape f</span><span style="font-family:trebuchet ms;">or your fingers, but as these sponges get dirty quickly it's nicer to have the cheap version and dispose of them frequently.<br /><br />Until recently all the main supermarkets - Tesco, Asda, Sainsburys s</span><span style="font-family:trebuchet ms;">old these in packs of 5 for 12p (The Sainsbury's pack pictured ab</span><span style="font-family:trebuchet ms;">ove did contain 5, but I used</span><span style="font-family:trebuchet ms;"> one before writing this).<br /></span><br /><span style="font-family:trebuchet ms;">The other week I noticed the Sainsbury price had leapt to 19p fo</span><span style="font-family:trebuchet ms;">r 5.</span> <span style="font-family:trebuchet ms;">Today it is 20p!</span><br /><span style="font-family:trebuchet ms;"><br />On a visit to Tesco I checked their price. It had also shot up t</span><span style="font-family:trebuchet ms;">o 19p. But today they are back down to 14p.</span><br /><span style="font-family:trebuchet ms;"><br />At the weekend I was in Asda, their version is 14p.</span><br /><br /><div style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEixsIXypZZEhX6LQo6RQa3EtxmpyNGV2aKFkpkqOklva1JV9XRn103mUU-tpVtn431_Ipa9U-58nJeEduLFoeKk_7JQo7sY6S5mhTdci0JFjL0cYX_eQL9zJ98TgHy9GSPqYCniutMS-pBX/s1600/IMG00556-20120219-1319.jpg"><img style="display:block; margin:0px auto 10px; text-align:center;cursor:pointer; cursor:hand;width: 320px; height: 240px;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEixsIXypZZEhX6LQo6RQa3EtxmpyNGV2aKFkpkqOklva1JV9XRn103mUU-tpVtn431_Ipa9U-58nJeEduLFoeKk_7JQo7sY6S5mhTdci0JFjL0cYX_eQL9zJ98TgHy9GSPqYCniutMS-pBX/s320/IMG00556-20120219-1319.jpg" alt="" id="BLOGGER_PHOTO_ID_5711539300799907458" border="0" /></a><span style="font-family:trebuchet ms;">The Asda and Tesco versions look identical, with the same white sponge - but the Tesco variety is thicker.</span><br /></div><br /><span style="font-family:trebuchet ms;">The Sainsbury's variety, with their yellow sponge looks like it might</span><span style="font-family:trebuchet ms;"> be manufactured by another supplier - or perhaps in the same factory using different materials.</span><br /><span style="font-family:trebuchet ms;"><br /></span><div style="text-align: center;"><span style="font-family:trebuchet ms;"><span style="font-weight: bold;">But my point is this: the price in both Tesco and Sainsbur</span></span><span style="font-family:trebuchet ms;"><span style="font-weight: bold;">y's was 12p. When the price increased it increased in <span style="font-style: italic;">both stores</span> by 7p - tha</span></span><span style="font-family:trebuchet ms;"><span style="font-weight: bold;">t's 58% price increase. </span></span><br /><br /><div style="text-align: left;"><span style="font-family:trebuchet ms;">Did the suppliers increase the price due to increased cost</span><span style="font-family:trebuchet ms;">s, or did Sainsbury's and Tesco both decide that they could simply charge more for this product, and shoppers would go on buying them because:</span><br /><span style="font-family:trebuchet ms;">a. They have to use something to clean pans and dishes</span><br /><span style="font-family:trebuchet ms;">b. These are still much cheaper than the branded competitor.</span><br /><span style="font-family:trebuchet ms;"><br />Three years ago (November 2008) I wrote about the flu</span><span style="font-family:trebuchet ms;">ctuating price of <a href="http://thechiefexecutive.blogspot.com/2008/11/supermarket-budget-brands-prices-up.html">Sainsbury's basics chopped tomatoes</a> - and how Sainsbury's had reported the sales had shot up due to the recession and more people were cooking meals from basic ingred</span><span style="font-family:trebuchet ms;">ie</span><span style="font-family:trebuchet ms;">nts. I was surprised how much interest there was about my observation - The Daily Mail </span><span style="font-family:trebuchet ms;">even contacted me and wrote about it. Back then a tin of basics chopped tomatoes which had previously regularly been 21p took a massive price hike to 30p.<br /><br />Fast forward 3 years and the price in Tesco and Sa</span><span style="font-family:trebuchet ms;">insbury</span><span style="font-family:trebuchet ms;">'s has jumped from 34p where it has been for ages to 42p.</span><br /><span style="font-family:trebuchet ms;"><br />But Tesco has been experimenting with a high / low pricing strategy. Some weeks they are 42p some weeks they're 38p. Today Tesco is charging 38p. It doesn't seem like a big deal but it's a 15% increase in margin - and that's very high for supermarkets which operate at margins closer to 4%.</span><br /><br /><div style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjSNhuB_vEABr0WimJODDHhK2REKcay1fCnyYYofrABS3EEjoLnmMH5jr7HpvICXc1Wjvw2sWZB03hTEsaovOcbOQO-Rn6rIVMfGQfCc2PRZiJiW9GmxDXu_GioHgDUeZNGyQjp8sf567eb/s1600/IMG00561-20120221-1117.jpg"><img style="display:block; margin:0px auto 10px; text-align:center;cursor:pointer; cursor:hand;width: 320px; height: 240px;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjSNhuB_vEABr0WimJODDHhK2REKcay1fCnyYYofrABS3EEjoLnmMH5jr7HpvICXc1Wjvw2sWZB03hTEsaovOcbOQO-Rn6rIVMfGQfCc2PRZiJiW9GmxDXu_GioHgDUeZNGyQjp8sf567eb/s320/IMG00561-20120221-1117.jpg" alt="" id="BLOGGER_PHOTO_ID_5711547175831482162" border="0" /></a><span style="font-family:trebuchet ms;"><span style="font-weight: bold;">Chop your own tomatoes at Tesco - save 7p</span></span><br /><br /></div><span style="font-family:trebuchet ms;">If you're happy to chop your own tomatoes from a tin, you can save 7p a can. The Tesco Value plum (whole) tomatoes are just 31p.</span><br /><span style="font-family:trebuchet ms;"><br />At Sainsbury's you can chop your own peeled tomatoes for 39p ( a more measly saving of just 3p over the ready-chopped version which are 42p).<br /></span><br /><div style="text-align: center;"><span style="font-family:trebuchet ms;"><span style="font-weight: bold;">At Asda the smartprice chopped tomatoes are 33p and the smartpri</span></span><span style="font-family:trebuchet ms;"><span style="font-weight: bold;">ce peeled plum tomatoes are 31p. </span></span><br /><span style="font-family:trebuchet ms;"><span style="font-weight: bold;">Which is the same price as November 2008.</span></span><br /><br /><div style="text-align: left;"><span style="font-family:trebuchet ms;">These observations would appear to support Asda's claim that they offer 'everyday low prices' in other words unlike Tesco they don't operate a high /</span><span style="font-family:trebuchet ms;"> low pricing s</span><span style="font-family:trebuchet ms;">trategy where the prices fluctuate wildly from week to week. This also explains why so many sh</span><span style="font-family:trebuchet ms;">elf edge price tickets in Tesco display the wrong price - as I wrote in <a href="http://thechiefexecutive.blogspot.com/2011/04/tesco-still-stealing-from-shoppers.html">Tesco Still Stealing from Customers</a>. Tesco staff simply can't keep up with all the price changes, that's why so many shelf edge tickets show a different price to the one you'll be charged at the checkout (start checking this yourself, other peo</span><span style="font-family:trebuchet ms;">ple I've told have been amaze</span><span style="font-family:trebuchet ms;">d how often it happens - come on Trading Standards why not check it out?).</span><br /><br /></div></div><div style="text-align: center;"><span style="font-family:trebuchet ms;"><span style="font-weight: bold;">I conclude that under huge pressure to reduce margins on branded goods - Heinz, Kelloggs, McVities, they are clawing back the pr</span></span><span style="font-family:trebuchet ms;"><span style="font-weight: bold;">ofits by fiddling with the margins on low value own label and basic brands where they hope shoppers won't notice. </span></span><br /><br /><span style=" font-weight: bold;font-family:trebuchet ms;" >What do you think?</span><br /><br /><br /><div style="text-align: left;"><div style="text-align: center;"><span style="font-family:trebuchet ms;font-size:180%;"><span style="font-weight: bold;">Update 23 Feb</span></span><br /><br /></div><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhXzvroJs0OvBi3TJxsDqwlROiSNCkCldRWDwval6KA8JE6Wp__ryc5u0qvC5JP89r25-h07S2wJKXQVH6a_A6D3YD0EVo-WtfrSfA8rQ5tsbOHf5rbY0Qwp_QgguUwDdYiP8ECfoJfCROo/s1600/IMG00573-20120223-1712.jpg"><img style="display:block; margin:0px auto 10px; text-align:center;cursor:pointer; cursor:hand;width: 320px; height: 240px;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhXzvroJs0OvBi3TJxsDqwlROiSNCkCldRWDwval6KA8JE6Wp__ryc5u0qvC5JP89r25-h07S2wJKXQVH6a_A6D3YD0EVo-WtfrSfA8rQ5tsbOHf5rbY0Qwp_QgguUwDdYiP8ECfoJfCROo/s320/IMG00573-20120223-1712.jpg" alt="" id="BLOGGER_PHOTO_ID_5712705439411672530" border="0" /></a><br /><span style="font-family:trebuchet ms;"><span style="font-weight: bold;">Popped into my local Tesco to discover Chopped Tomatoes are back up to 42p and whole Plum Tomatoes up to 39p (to match Sainsbury's). The pan scoure</span></span><span style="font-family:trebuchet ms;"><span style="font-weight: bold;">rs are displayed at 19p but scan at 14p.<br /><br /></span></span><div style="text-align: center;"><span style="font-family:trebuchet ms;"><span style="font-weight: bold;">It won't be long before Tesco customers cotton on to this 'yo-yo' pricing madness which has nothing to do with the cost of stuff and everything to do with maximising profit. </span></span><br style="font-weight: bold;"></div><span style="font-family:trebuchet ms;"><br /><br /></span></div></div></div></div><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg3XpMeQ_d_qTT9f_S_kWTVEKK8GtMPlKp4ORtUXeKAoObhJra2zz5cgjYljDQwQZS0oM06oLWmVmY5MMjyuzKxGbnah6uz0P4Mr28VrQCqyM8wDLb19AI8eDiNjYZMgQiOOu4hA8IDGcnb/s1600/IMG00574-20120223-1714.jpg"><img style="display:block; margin:0px auto 10px; text-align:center;cursor:pointer; cursor:hand;width: 320px; height: 240px;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg3XpMeQ_d_qTT9f_S_kWTVEKK8GtMPlKp4ORtUXeKAoObhJra2zz5cgjYljDQwQZS0oM06oLWmVmY5MMjyuzKxGbnah6uz0P4Mr28VrQCqyM8wDLb19AI8eDiNjYZMgQiOOu4hA8IDGcnb/s320/IMG00574-20120223-1714.jpg" alt="" id="BLOGGER_PHOTO_ID_5712706634741867218" border="0" /></a><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhK1VG6h7fjgYlwaQ3w6OTUQjfD0bd___ltkySlnaKshrBwBF6X2cEoz9s7D1mx7fRXy0uEswLaY2kAT4EHng1vgovpGajD5sF-pWCvz1QLlI4B_G0LgQ_HWx_YXUFNKWMPoT1oRJB5yTXW/s1600/IMG00581-20120223-1742.jpg"><img style="display:block; margin:0px auto 10px; text-align:center;cursor:pointer; cursor:hand;width: 320px; height: 240px;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhK1VG6h7fjgYlwaQ3w6OTUQjfD0bd___ltkySlnaKshrBwBF6X2cEoz9s7D1mx7fRXy0uEswLaY2kAT4EHng1vgovpGajD5sF-pWCvz1QLlI4B_G0LgQ_HWx_YXUFNKWMPoT1oRJB5yTXW/s320/IMG00581-20120223-1742.jpg" alt="" id="BLOGGER_PHOTO_ID_5712707262755500514" border="0" /></a><br /><span style="font-family:trebuchet ms;"><br /></span></div><span style="font-family:trebuchet ms;"></span></div>Unknownnoreply@blogger.com2tag:blogger.com,1999:blog-7414920407208458160.post-86759876737842177282012-01-31T13:59:00.007+00:002012-01-31T15:19:39.288+00:00Southern Electric - We Have Frozen Our Prices<div style="text-align: center;"><a href="http://t2.gstatic.com/images?q=tbn:ANd9GcS4Bkwm_1N74PhVIiHsvfcmBKEonIRUG_zECAxzod3xuTxqmefe"><img style="display:block; margin:0px auto 10px; text-align:center;cursor:pointer; cursor:hand;width: 357px; height: 141px;" src="http://t2.gstatic.com/images?q=tbn:ANd9GcS4Bkwm_1N74PhVIiHsvfcmBKEonIRUG_zECAxzod3xuTxqmefe" alt="" border="0" /></a><span style="font-weight: bold; font-family:trebuchet ms;" >The big freeze turns into a 4.5% thaw<br />Southern Electric - Did they mislead customers into a choosing a price fix?</span><br /></div><div style="text-align: center;"><span style="font-family:trebuchet ms;"><br /></span><div style="text-align: left;"><span style="font-family:trebuchet ms;">I've been a Southern Electric customer for quite a few years. They <span class="blsp-spelling-error" id="SPELLING_ERROR_0">sco</span></span><span style="font-family:trebuchet ms;">re very highly in customer service polls and when I phone them they answer my calls qui</span><span style="font-family:trebuchet ms;">ckly and deal with my account without problems.<br /><br />I was offered a price plan called Go Direct 5 which saved me about 19% on gas last year, but like all good things it came to an end in December. So they wrote to m</span><span style="font-family:trebuchet ms;">e and suggested I could call them about fixing my energy prices for 2 years until December 2013.<br /><br /><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgq1TldBHLn9REj-eWdSZ5ZOFuVlxSTPf4rDW2NTeUiGz9bCLj8AKULohfX61YgdeH72nHsAXJtDKAZlL6XOmCiTzu2nNZMvz2dRSY1PTE8IpFu3cIE4qtsNLBjW_k_wly6S_n50aVfh0gy/s1600/IMG00532-20120128-1323.jpg"><img style="display:block; margin:0px auto 10px; text-align:center;cursor:pointer; cursor:hand;width: 320px; height: 240px;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgq1TldBHLn9REj-eWdSZ5ZOFuVlxSTPf4rDW2NTeUiGz9bCLj8AKULohfX61YgdeH72nHsAXJtDKAZlL6XOmCiTzu2nNZMvz2dRSY1PTE8IpFu3cIE4qtsNLBjW_k_wly6S_n50aVfh0gy/s320/IMG00532-20120128-1323.jpg" alt="" id="BLOGGER_PHOTO_ID_5703803926253425762" border="0" /></a><br /><br />The letter they sent me also said '<span style="font-style: italic;">we're the only energy supplier to have frozen our prices until at least August 2012</span>' (now extended until October).<br /><br />So bearing in mind Southern Electric had 'Frozen' their prices until August - and prices tend to drop in spring and increase in Autumn, I chose to 'fix' at the December 2011 price for 2 years until December 2013.<br /><br />So I wasn't too thrilled when in early January 2012 Southern Electric announced that they would decrease their Gas price by 4.5% from the end of March. Funny kind of price 'freeze' guys.<br /><br /><span style="font-weight: bold;">Even worse on 26<span class="blsp-spelling-error" id="SPELLING_ERROR_1">th</span> January a letter dated 5<span class="blsp-spelling-error" id="SPELLING_ERROR_2">th</span> December arrived saying 'You've made a great choice fixing your prices with Southern Electric'. </span><br /><br />No - not such a great choice actually - you've dropp</span><span style="font-family:trebuchet ms;">ed your price by 4.5%, and I'm stuck on the old price.<br /><br />So on Saturday I phoned Southern Electric to complain they promised prices were 'Frozen' so I fixed, but now they have dropped the price. Their letter misled me into making a choice I may not have made if they'd given me all the facts.<br /><br />Now remember I wrote at the outset that I stay a Southern Electric customer because of their customer service? Well they didn't disappoint. The manager I spoke to agreed I could end my fix without exit penalty if I wished, and that she wo</span><span style="font-family:trebuchet ms;">uld investigate the letters I received.<br /><br />Today she called me back, exactly as she promis</span><span style="font-family:trebuchet ms;">ed. She's reviewed all the letters and <span class="blsp-spelling-corrected" id="SPELLING_ERROR_3">listened to</span> the phone calls I had with them in December and spoken with the Customer Services Manager whose name appears on the letters. I can be assured Southern Electric value my feedback about their marketing.<br /><br /><span style="font-weight: bold;">She also confirmed I can end my fix without penalty, it is entirely my choice.<br /><br /></span><span style="font-family:trebuchet ms;"><span style="font-family:trebuchet ms;"><span style="font-family:trebuchet ms;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgEVkwpKlpQ7iXIvh7-FaAxHnA_lXhv1gqWPMmlv1x8nLapm4O67qnJEGA-dNYZ1e1YrCv-diwDMVW5YM5GRLO3Ied95FfzbBfAIKieZETqf_Em_Qyys7BSF40QWVLCekwv00IimoFkZm2E/s1600/IMG00539-20120131-1344.jpg"><img style="display:block; margin:0px auto 10px; text-align:center;cursor:pointer; cursor:hand;width: 320px; height: 240px;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgEVkwpKlpQ7iXIvh7-FaAxHnA_lXhv1gqWPMmlv1x8nLapm4O67qnJEGA-dNYZ1e1YrCv-diwDMVW5YM5GRLO3Ied95FfzbBfAIKieZETqf_Em_Qyys7BSF40QWVLCekwv00IimoFkZm2E/s320/IMG00539-20120131-1344.jpg" alt="" id="BLOGGER_PHOTO_ID_5703796245403727586" border="0" /></a></span></span></span><br />I point out that their website still promises 'Our Prices Won't Budge' and perhaps the marketing department should choose their words more carefully - 'Won't Budge' doesn't leave much room for ambiguity - especially if prices may come <span style="font-style: italic;">down</span> as well as go <span style="font-style: italic;">up</span>.<br /><br />The word 'Frozen' didn't suggest prices may also come down.<br /><br />I'm very happy with the way Southern Electric has investigated my complaint. But I agree with the regulator <span class="blsp-spelling-error" id="SPELLING_ERROR_4">Ofgen</span> that energy suppliers overly complicate the market by offering so many different <span class="blsp-spelling-corrected" id="SPELLING_ERROR_5">tariffs</span> which are difficult to choose between. Many consumers end up doing nothing and remain on uncompetitive plans with the same supplier they've had for years. That limits competition in the market and keeps prices artificially high.<br /><br />In reply the energy companies have agreed to simplify <span class="blsp-spelling-corrected" id="SPELLING_ERROR_6">tariffs</span>, and make consumer choice clearer. Southern Electric has said that in future it will have just 4 tariffs. British Gas has pledged simpler tariffs 'to win back trust'.<br /><br />Southern Electric are selling their <span class="blsp-spelling-corrected" id="SPELLING_ERROR_7">tariffs</span> using words we all understand - 'frozen' 'won't budge' - now all they need to do is stick to them.<br /><br />I've decided (despite my complaint) to stick with my price fix. Prices rose 19% last year, so far they've only dropped 4.5%. Averaged over the last 2 years energy prices have only gone in one direction - up.<br /></span><span style="font-family:trebuchet ms;"></span></div></div><span style="font-family:trebuchet ms;"><br /></span>Unknownnoreply@blogger.com4