Helen Dewdney

Taking Control: understanding bailiff rights

Helen Dewdney

I sometimes get asked about your rights where bailiffs are concerned. This is quite a specialist area and so I asked Alison Blackwood of StepChange to provide some guidance. Here at StepChange Debt Charity we are still hearing from our clients about problems with the behaviour of bailiffs and bailiff firms.

All you need to know about complaining to telecom providers

Helen Dewdney

Telecoms and Energy – the worst sectors. dreadful. I get asked a lot about how best to complain in these sectors.

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Trending Sources

What to do when ripped off by a hotel

Helen Dewdney

If you came here from my appearance on Rip Off Britain talking about how to complain to hotels. Here’s some advice and useful links. Complain at the time. This is important because there is an onus on the consumer to be reasonable as well as the trader. If the matter were to go further you will need to show that you provided the trader an opportunity to put matters right.Ask to see the manager. Get evidence.

Dodgy tumble dryers – your legal rights & what to do

Helen Dewdney

Many people have what some of us might consider as dodgy tumble dryers and have asked what they should do if they think they are affected and how long is reasonable to wait. So what is going on? Current situation. 1) 113 different Hotpoint, Indesit or Creda tumble dryers have been recalled. However, it is not a full recall in that all machines are being replaced. The machines affected were manufactured between manufactured between April 2004 and September 2015.

The New Standard: Why Employee Obsession Matters

We often hear about putting the customer first, or the famous saying: the customer’s always right. But at TaskUs, we put the employee before our customers and before our shareholders. Read our eBook to learn more about why we focus on the employee experience.

How to challenge terms & conditions (even those you’ve agreed)

Helen Dewdney

The One Show today covers Terms and Conditions. Who reads them? Would you follow them if told? There are pages and pages of small print. How many of us tick the box that says “Agree to terms and conditions”, only to fall foul later when we need to complain?

A Guide to the Consumer Rights Act 2015

Helen Dewdney

The Consumer Rights Act 2015. This Act comes into force from 1st October 2015, when the following Acts will be repealed/amended: Supply of Goods (Implied Terms) Act 1973 will cover business to business contracts and consumer to consumer contracts only. Sale of Goods Act 1979/ Sale and Supply of Goods Act 1994 will still apply to business to business contracts and to consumer to consumer contracts.

When the social media team turns anti-social…

Helen Dewdney

Today’s guest post by Marcus Williamson looks at social media teams being unhelpful… Marcus Williamson is a journalist and consumer campaigner with a background in the Information Technology sector.

The Retail Ombudsman is no more

Helen Dewdney

Former “Ombudsman” loses the right to use respected title. Reblogged from [link]. The Retail Ombudsman (TRO) is no more. The private company, set up in 2015 to. provide dispute resolution for consumers, has lost the right to use the respected. title of “Ombudsman” TRO has resigned from the Ombudsman Association (OA), its trade body, for reasons. that remain unclear. The resignation means that it is no longer allowed to use the. “Ombudsman” title.

37 Techniques to Achieve Excellent Customer Service

Excellent customer support is essential for any business. Many are turning to phone support as the most effective way for developing personalized and real-time connections and solutions for their customers.

The Ombudsman Omnishambles continues… Even on Conflict Resolution Day…

Helen Dewdney

Press release. Today (20th October) is Conflict Resolution Day. Created in 2005 by the Association for Conflict Resolution 1. It is now an annual celebration aimed at increasing awareness of the various peaceful, non-violent methods of dispute resolution (ADR) available to traders and consumers. Helen Dewdney, The Complaining Cow blogger and author of How to Complain: The Essential Guide to Getting Refunds, Redress and Results!

What to do when your flight is delayed

Helen Dewdney

Denied Boarding Regulations.

Bright ideas for complaining about Brighthouse (& avoiding them in the first place!)

Helen Dewdney

This is a guest post by Sara Williams, an adviser at Citizens Advice who has her own website Debt Camel where she blogs about everything to do with debt and credit ratings.

Mobile operator Giff Gaff makes big gaffe by hiking roaming charges

Helen Dewdney

Press release. Roaming charges are put in place when the mobile phone network detects that you are abroad and adds extra costs on top of what you normally pay on your national network. Charges are incurred for making calls, receiving a voicemail, picking it up, sending and receiving SMS text messages and pictures and, of course, using the Internet and downloading or streaming.

Ongoing Ombudsman Omnishambles

Helen Dewdney

by Helen Dewdney, The Complaining Cow consumer blogger and author of How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! and Marcus Williamson consumer champion and editor of ceoemail.com.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

Rail Ombudsman is finally coming down the tracks – consultation closing soon

Helen Dewdney

Press release. Background. Rail passengers will soon get their long-awaited Rail Ombudsman, an alternative dispute resolution (ADR) scheme for disgruntled railway users across the country.

National Consumer Week 2nd November 2015

Helen Dewdney

Week beginning 2nd November is National Consumer Week.

How to complain when booking a service based in the EU

Helen Dewdney

A friend booked a hotel through Booking.com but hit a problem when the site didn’t accept the credit card. Told to go direct to the hotel (based in Germany) to pay he was horrified to find that he had been charged a 7% credit card fee! In steps The Complaining Cow.

What to do with the ghost of Christmas Present?

Helen Dewdney

Have you received an unwanted present? What do you do now? See Christmas presents, returns – your rights. If you can’t ask the present giver for the receipt, or you don’t know where the item was bought and there is no way of returning the item you got for Christmas, what can you do with it?

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Casual sexism is alive and kicking in UK boardrooms

Helen Dewdney

Only a day after International Women’s Day, at a Retail Week seminar entitled “How to become a non-exec director”, one was left wondering what role women had as non-executive directors. The session was provided by three male chairmen of boards, one male commercial director and one male chair of panel. Perhaps someone should have a word with the organiser about ensuring some diversity?

All You Need To Know About Comparison Websites

Helen Dewdney

These are a must for finding the cheapest deal. Try to use more than one comparison site as they do not all list every company. It may seem like tedious work but it can save you hundreds of pounds. You can use these for insurance, broadband, TV, energy and banking. Check the terms and conditions of the site and tick the box that says you don’t want to be contacted by anyone! It could be considered an Unfair Contract if the site states that it is not responsible for the information it provides.

Does Sports Direct treat customers as badly as staff?

Helen Dewdney

What do you think of Sport’s Direct reputation? Sports Direct shares continue to tumble largely due to The Guardian’s investigation into the treatment of staff by the retailer.

Make sure your holiday in the sun doesn’t burn a hole in your pocket

Helen Dewdney

Blue Monday is over and people are thinking about holidays, but with the multitude of ways in ways in which people can book we need to be much more careful of how we book with whom and be aware of consumer rights. Press release.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

How to provide great customer service (when things go wrong)

Helen Dewdney

Time I feel for a story of how customer service should be done? Occasionally I write up a story of good customer service. Not often but I do like to give credit where credit is due, such as the Dunelm story.

How to complain about a non/late delivery

Helen Dewdney

Goods must be delivered within the time frame agreed with the seller. If one hasn’t been agreed (you have agreed a time frame if the listing supplies a time frame) the trader must deliver ‘without undue delay’ and at the very latest not more than 30 days from the day after the contract is made.

Why you should write not ‘phone to complain effectively

Helen Dewdney

Writing v ‘phoning complaints. As many of you who follow this blog know, I always advocate putting your complaints in writing as one my Top Tips for effective complaining.

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Make Light Work of Black Friday

Helen Dewdney

Black Friday is coming around again, that day in the calendar which marks the beginning of the Christmas shopping season. Black Friday is 24th November this year, but are there really bargains to be had? Last year a Which?

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

All you need to know when your phone/energy bill is wrong

Helen Dewdney

It has been in the news a lot recently about Vodafone and their billing mistakes. It moved to a new billing platform and since then there have been masses of reports of serious blunders, such as direct debits incorrectly set up, people being put on the wrong tariff and credit agencies wrongly being told that customers have missed payments. So what if you are one of these customers or indeed if you receive bills of any sort what should you do? Check your bills. Always check your bills.

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Full steam ahead to a better consumer deal for Rail passengers

Helen Dewdney

Press release. It’s good news for rail passengers today, as their rights are boosted by the Consumer Rights Act, giving a much better deal on compensation for delays, cancellations and overcrowding.

Do Morethan just comparison websites for insurance quotes!

Helen Dewdney

How do you take out your contents and building insurance? I hope you don’t just renew every year and that you look at comparison sites for switching insurance, energy etc. I do this but do do a little more. I also check the site that comes out the cheapest. Comparison v direct.

9 ways that the high street and small biz are being killed

Helen Dewdney

Supermarkets often get the blame for killing our high streets. But are they really to blame and if so are they the only reason? When I asked consumers what they thought was killing the high street and independent businesses, supermarkets weren’t top of the list.

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5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

Where there’s blame there’s a claim (even when there isn’t?)

Helen Dewdney

You’ve had a great holiday, weather was good, accommodation clean and spacious and the food was amazing. Although was the food perfect? There have always been reports of people with dodgy tummies after holidays but is it on the increase.

Ombudsmen Omnishambles

Helen Dewdney

Ombudsmen Omnishambles Press release. New privatised system of Alternative Dispute Resolution threatens consumer complaints chaos – but even its own implementation has now been delayed… A new EU-mandated system of private ombudsmen which was due to come into force today, 9 July 2015, will not now be implemented until 1 October 2015. Private companies will then be handling consumer complaints in sectors including retail, aviation, furniture and property.

Tesco reduce Clubcard loyalty offer?

Helen Dewdney

Tesco’s clubcard as it currently runs is probably the best loyalty programme out there and if Tesco wants to remain that way it needs to ensure that it stays the leader in the field and not go backwards and lessen the offer as Sainsbury’s has. So what has it done?

Support the NHS challenge Hunt in judicial review

Helen Dewdney

Hurrah. A group of NHS staff and patients announced today that they have instructed Bindman’s LLP solicitors to investigate judicial review proceedings. Excellent news. So what is it all about and how can we the public help? What is a judicial review?

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?