8 June 2015
Can government owned Lloyds justify paying its spin doctor £2m?
Eleven senior directors at Lloyds shared in a £30m handout for their work over the past three years. One of them was the head of corporate affairs.
4 June 2015
Could Lloyds chief be the next to have his bonus clawed back?
Lloyds is to be fined over 100m for failings in its PPI complaints handling, just weeks after shareholders approved an 11m pay package for its CEO. Will he have to give his bonus back?
25 May 2015
If banks treated their customers like train operators do, they’d be fined millions
The news that Southern Trains has been fining passengers who were forced to stand in First Class because of overcrowding is the latest sorry tale from a market that is failing consumers.
15 May 2015
The curse of the pre-ticked box
The internet has made it easier for companies to get customers to make decisions that they don't know they're making. It's a practice that has to stop.
24 April 2015
First Great Western’s Great Train Robbery continues
My battle to reclaim a £109 penalty fare from First Great Western still seems to be going nowhere. So we're off to court. And if they win, what will they have achieved except a large legal bill?
14 April 2015
PPI: the bad smell that won’t go away
Clydesdale Bank has been fined for failing to deal with its PPI complaints fairly. It's the latest chapter in what has become a never-ending blight on the reputation of the financial services industry.
24 March 2015
Should consumers be allowed to lose £250,000 in a few minutes?
The removal of the Swiss Franc exchange rate controls in January left some investors nursing losses which may leave them bankrupt? Has the regulator taken its eye off the ball?
20 March 2015
Should reviews and ratings be regulated?
The Competition & Markets Authority has launched a review of review sites. It's an important piece of work that should weed out some of the less scrupulous operators.
10 March 2015
The spirit and the letter of the law
A company that fights its customers by the letter of the law and not the spirit has a lot to learn about good customer service
20 February 2015
A new quality mark for clear terms & conditions…but no one qualifies
In our campaign to clear up terms and conditions, we've launched a new quality mark for documents with clear design and simple language. Unfortunately, we've not yet found anyone that meets our criteria.