Category Archives: Consumer affairs

Direct Line ordered to review five years of car claims after underpayments

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Insurer told to reassess vehicle write-offs to identify any unfair settlements

Britain’s second-biggest car insurer, Direct Line, has been ordered to go back through five years of claims after admitting it had underpaid some customers who had their cars and vans written off.

After an investigation into the car insurance market that began in December 2022, the Financial Conduct Authority (FCA), this week ordered Direct Line to conduct a review of claims where vehicles had been written off “to identify any policyholders who received unfair settlements and provide them with appropriate redress”.

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Water firms push for bills in England to rise by up to 40%, say reports

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Plans drawn up to pay for cost of dealing with sewage crisis and climate emergency

Water companies are reportedly pushing for bills in England to rise by up to 40% under plans being drawn up to pay for the cost of dealing with the sewage crisis and the climate emergency.

The increases are due to be announced next year and could drive annual bills up from an average of £450 to £680 in parts of the country by the end of the decade, according to a Times report citing consultation documents.

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‘We’re kicking ourselves that we didn’t do a five-year mortgage fix in 2021’

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Anguished families talk about how the Bank of England’s 13th consecutive interest hike is affecting them – and their fears for the future

Liam, 36, a senior IT manager and married father-of-one from Newcastle upon Tyne, is one of millions of homeowners whose mortgage payments will rise even higher after the Bank of England on Thursday put up the base interest rate to 5% – a 15-year high.

Together with his husband, Liam bought his four-bedroom house in 2019 for £269k, and the couple’s three-year mortgage deal, refixed at 1.64% in 2020 just before the first lockdown, expired in March.

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From Brexit to Beyoncé: why UK inflation is still so painfully high

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The cost of living is falling in Europe and the US but is still rising in Britain. We look at the major culprits

The Bank of England has struggled to understand why inflation remains high in the UK. It has fallen in France, Germany, the US and especially Spain, where inflation dropped to 2.9% in May compared with the UK figure of 8.7%. Here we look at the many reasons for the current crisis.

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Investigation reveals UK’s freshest and least fresh online groceries

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Shoppers for consumer group Which? ordered 1,800 items to test the average shelf life at six retailers

From out-of-date frankfurters to bashed brie, online food shopping can be a lottery, especially when it comes to the groceries’ shelf life, according to an investigation by the consumer group Which?.

Groceries delivered by Sainsbury’s were found to have the shortest average time left before their use-by dates, according to the items received by a team of 12 mystery shoppers located around the UK.

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UK government urged to outline plans to help with winter energy bills

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Report by cross-party MPs criticises previous ‘lack of urgency in addressing market failures’

MPs have urged the government to set out its plans to protect households from high energy bills this winter as they said about 1.7 million people, including some of the most vulnerable groups, had been left waiting too long to receive previous support.

The public accounts committee (PAC) said that although schemes were introduced quickly, the government “did not have the bandwidth” to make sure help reached all groups in a timely fashion.

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No point in food price measures without targeting small stores, Which? warns

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Consumer group tells chancellor ‘blanket approach’ will not address poor households’ access to affordable food

UK ministers’ efforts to reduce soaring food shopping bills “won’t touch the sides” without measures to make small grocery stores more affordable for low-income households, the chancellor has been warned.

Which?, the consumer group, has written to Jeremy Hunt over concerns that a blanket approach to lowering supermarket bills will not address the problem of accessibility to affordable food, after reports that ministers are considering a voluntary price cap scheme.

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Thames Water accused of ‘flimsy PR stunt’ over bonus as boss’s pay swells

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Sarah Bentley lands £1.5m package despite saying she would shun bonus amid criticism of water companies

Thames Water has been accused of conducting a “flimsy PR stunt” as it prepares to report that its chief executive has landed nearly double her annual salary with a £1.5m pay package – after announcing that she would shun her bonus amid intense criticism of Britain’s water companies.

Sarah Bentley said last month that she and the firm’s finance chief, Alastair Cochran, would forgo their bonuses and any payments due under long-term incentive plans for the 2022-23 financial year.

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Covid pandemic blamed for UK rise in cracked tyres

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Motorists urged to carry out safety check as rubber on cars left idle for long periods can deteriorate

There has been a sharp rise in the number of cars with cracked tyres – which can result in an MOT failure – because of vehicles lying idle during the coronavirus pandemic.

Figures from Kwik Fit, the car maintenance chain, show that its mechanics saw almost twice as many cars with premature cracking last year compared with before the lockdowns.

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South West Water under investigation over leaks and usage figures

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Shares in owner Pennon Group fall as it says Ofwat has launched inquiry into South West Water

South West Water is being investigated by the industry regulator over whether it accurately reported leaks and figures showing how much water is used by its customers.

Pennon Group, which owns South West Water and Bristol Water Group, told its shareholders Ofwat had announced an investigation into the company’s operational performance during 2021 and 2022.

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‘The whole thing stinks’: UK water firms to pay out £14.7bn in dividends as customers foot sewage costs

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With cost of cleanup to be passed on to bill payers, analysis shows they will also pay £624 more by 2030 to fund investor payouts

Water companies will pay an estimated £14.7bn in dividends by the end of this decade, while making customers pay for new investment to stem the tide of sewage pollution in seas and rivers, analysis for the Observer has revealed.

Liberal Democrat MP Tim Farron denounced the billions going to shareholders as “absolutely scandalous” while families struggling with the cost of living would be facing increases in bills to pay for the sewage cleanup.

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Energy bills could fall to average of £2,053 as Ofgem prepares to lower cap

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But campaigners say it will not give much relief to struggling households as government support ends

Household energy bills could fall to an average of £2,053 a year this summer as the regulator prepares to lower its cap on energy prices next week, according to analysts.

However, campaigners have warned that the lower cap on energy bills, to be announced on Thursday, is unlikely to provide much relief to households that struggled to pay their bills over the winter because the government’s support schemes have come to an end.

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Clampdown on cold calls and mass texting technology announced in UK

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New fraud strategy responding to web- and phone-based scams will result in recruitment of 400 new ‘specialist investigators’

Ministers have announced a clampdown on the use of cold calls to sell financial products and on technology which allows mass texting of numerous phones as part of a strategy to combat fraud, now the UK’s most common crime.

The new fraud strategy, a response to the massive growth of web- and phone-based scams, will alsoresult in what was billed as 400 new specialist investigators across police and the National Crime Agency recruited as part of a revamp for how the the crime is investigated.

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‘I was in tears’: Briton with valid passport barred from flight over Brexit rules

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Experts say it is vital to check you meet EU requirements, or you could risk losing your holiday

Travellers who have not used their passport for a while were this week being urged to dig it out and check it conforms to the post-Brexit rules for entering the EU – because if it doesn’t, you will almost certainly be denied boarding this summer.

Despite previous warnings in Guardian Money and some other publicity, UK travellers trying to enter the Schengen zone are being turned away on a daily basis by airline staff at boarding gates – in most cases because their UK passport was issued more than 10 years ago.

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More fruit and veg shortages to come as weather in UK and Spain hits crops

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Record heat in southern Europe and chilly start to British growing season spell more misery for shoppers

Shoppers have been warned they face more fruit and vegetable shortages, as temperatures in southern Spain soar to unprecedented levels while the UK growing season gets off to a late start because of cold, overcast weather.

Temperatures were expected to reach a new April record of 39C (102F) in parts of Andalucía on Friday amid a long-lasting drought that has affected the production of vegetables in Spain. Córdoba reached a record 38.8C on Thursday.

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Major tech firms face hefty fines under new digital consumer bill

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Global companies like Google, Apple and Amazon could have to pay penalties of up to 10% of their global turnover as government gives competition watchdog more power

Major tech firms face the threat of multibillion-pound fines for breaching consumer protection rules under new legislation that will tackle issues including fake online reviews and subscriptions that are difficult to cancel.

The digital markets, competition and consumers bill will empower the UK’s competition watchdog to tackle the “excessive dominance” that a small number of tech firms hold over consumers and businesses.

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Harry Styles fans left out of pocket as ticket scams jump 529%

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Huge increase in fraud accompanies record number of UK live entertainment tickets sold in 2022

Concert ticket scams have soared by more than 500% over the last year, with those defrauded losing an average of £110, as criminals target fans of leading acts including Harry Styles and Lewis Capaldi.

The UK’s live music industry has bounced back after the pandemic, but gig-goers have been warned to be on their guard against ticket scams, particularly as the festival season prepares to kick off.

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New prepayment meter rules must be properly enforced, says Grant Shapps

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Suppliers in Great Britain have agreed code banning them from installations in homes of over-85s

The energy secretary, Grant Shapps, has urged Ofgem to turn words “into action” to ensure new industry rules designed to protect vulnerable people from being forced on to prepayment meters are properly enforced.

The Guardian revealed on Monday that all energy suppliers in Great Britain had signed up to a code of conduct banning them from putting the meters in the homes of people aged 85 and over as well as those with severe health conditions.

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EU motorist fined almost £11,000 after falling foul of London Ulez rule

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French hire car met emissions standard but had not been registered with TfL, resulting in penalty notices

A motorist was fined nearly £11,000 for driving his French rental car in London’s ultra-low emission zone on a three-day trip to the UK, despite the fact the vehicle met the environmental standards to enter the Ulez for nothing.

Christian Ducarre received four penalty charge notices (PCNs) after falling foul of a little-known requirement under which foreign vehicles must be registered with Transport for London (TfL) or else be deemed non-compliant by default.

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Watchdog to block shareholder payouts if UK water companies miss targets

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Ofwat says new powers will be used if firms fail to reach performance and environmental goals

The UK water regulator is to use new powers to block companies from shareholder payouts if they fail to hit performance and environmental targets.

Ofwat, which in December heavily criticised some of the country’s biggest suppliers over the size of dividend payments relative to their financial performance, said the new rules would also mean water companies would “maintain a higher level of overall financial health”.

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