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Consumer rights

April 2025

  • Illustration of a man screaming and an old-fashioned phone is coming out of his mouth

    The death of customer service: why has it become so, so bad?

    More than 75% of Britons say they are frustrated with poor service, and chatbot ‘helpers’ aren’t helping. Our consumer champion considers the problem – and how you can complain much more effectively
  • A red telephone on wheels, a mascot for Direct Line Insurance Group Plc, sits on a table as staff members talk in the background in Direct Line's offices

    Consumer champions
    Direct Line chasing me over dead uncle’s cancelled car insurance

    Bereaved executor questions lack of tact and why insurer was not alerted by closed bank account

    • Your problems, with Anna Tims
      EE was unapologetic after I tried to stop a sim swap fraud

    • Consumer champions
      My daughter is still being pursued despite ScottishPower recalling £1,000 debt

    • Motor finance compensation ruling ‘goes too far’, says City regulator

March 2025

  • Two Ryanair jets at an airport

    Your problems, with Anna Tims
    My disabled mother was left stranded at Hamburg airport

  • About 90% of new cars in the UK are bought using loans for which dealers can receive commission.

    Observer business agenda
    Banks aim to reverse crunch appeal court victory for car buyers

  • A large propane tank against a red brick wall

    Consumer champions
    Ofgem’s energy price cap doesn’t cover our LPG supply

  • Young girl eating hot school dinner

    School dinner payment app criticised for £10 refund fee

  • Consumer champions
    I tried to sell my car but was told it had been written off

  • Ticketmaster may have breached law in pricing Oasis tickets, says CMA

  • Your problems, with Anna Tims
    Teachers’ Pensions used to check if I was alive. Now it seems to assume I’m dead

  • Money hacks
    From TV to toilet rolls: how to save on subscriptions

  • Heathrow closure: what are your rights if your flight has been cancelled?

  • Other lives
    Charles Medawar obituary

  • Nils Pratley on finance
    Timid FCA has retreated too far on its ‘name and shame’ proposals

    Nils Pratley

  • Your problems, with Anna Tims
    Our eight-year-old daughter spent £8,500 on the Apple app store

February 2025

  • an outside of a building

    US consumer watchdog drops case against Capital One over cheating customers

    Agency had accused bank of cheating consumers out of more than $2bn in interest payments on savings accounts
  • High Angle View of Traffic on a Busy City StreetHigh angle view of blurred vehicles and people on a busy city street, London.

    Your problems, with Anna Tims
    Another red card for TfL over poor penalty system

    Even though I submitted proof that my son had paid the two PCNs immediately, the case did not end there
  • Slightly desaturated image of a vintage cream coloured push-button telephone sitting on a wood trunk with the receiver off

    Your problems, with Anna Tims
    Digital Voice switchover cut off my 95-year-old friend’s landline

    He risks missing medical-related calls after EE warned he may have accept a new number to get his service back
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