Expert insights. Personalized for you.
Rob Rinder in the media: past, present and future. In December 2019 Rob Rinder kindly give me a review for my book 101 Habits of an Effective Complainer. Having kept in touch since then, I recently undertook a series of exclusive interviews with him. MORE
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Every year Ombudsman Services produces its Consumer Action Monitor. It undertakes research with consumers regarding complaints. This year it looked at the impact of Covid 19 on consumer complaining habits during March and September in 2020. MORE
Manufacturers must sell spare parts – it’s the law. From today, 1 July 2021, manufacturers of electrical goods are legally obliged for the first time to make spare parts for products available directly to consumers. This is being widely reported as a new legal right. MORE
There is always lots of talk about how to revitalise our High Streets and towns, but who actually asks consumers what they want? As a consumer champion I hear exactly what consumers want. MORE
Strange offers from a leading credit card provider – but why? This week I got wind of some promotions by Barclaycard which don’t feel right… Barclaycard appears to be promoting a couple of businesses that raise questions about the integrity of the Barclaycard business model. MORE
Logistics unlocked. Recently I wrote a post Buying from Europe? Import changes made it a whole lot more complicated and costlier! I found that complicated to get my head round and that was just for consumers! When it came to importing for businesses it was even more complicated! MORE
FCA tackles the insurance penalty – at last! The Financial Conduct Authority (FCA) has announced today that it will reform home and motor insurance, focussing particularly on the current “loyalty penalty” that punishes existing loyal clients’ premiums and favours new clients. MORE
How satisfied with customer service are you? The Institute of Customer Service (ICS) published its bi-annual UK Customer Satisfaction Index (UKCSI) report today, 7 July 2021. It showed that the number of complaints about poor service in the last six months was at its highest level since 2009! MORE
The great British High Street is in trouble and needs help! Of course, shopping centres and High Streets have been in trouble for years and nothing has been done about it. Shops have survived in towns and cities where there was glimmer of innovation. MORE
10 parcels a minute go missing. Research published today shows that parcels in the UK are going missing at the shocking rate of 10 every minute, due to loss and theft. MORE
Customer service: Email still beats webchat and phone calls. Many companies make it difficult for customers to complain. I have always advocated writing to companies when complaining, for several reasons. 1) So that you have the evidence trail should you need to take the matter further. MORE
All businesses need insurance whatever the size. But it’s boring right?! It’s great to be looking for sales and playing on social media etc. but one of the many lessons of the last year has been that anything can happen and you need to make sure you are protected against any eventuality. MORE
The full guide regarding the energy crisis. Gas prices have gone up 250% since January and 70% in the last month. MORE
Airline regulator goes hush-hush – Does it want opinions or not? The Civil Aviation Authority (CAA), the UK’s airline regulator, recently launched a consultation. MORE
Coronavirus has brought chaos to the world. In its path consumer travel plans have been disrupted indefinitely, so what are your rights and what can you do when companies won’t play ball? My flight was cancelled and the airline is only offering a credit note to be used on another flight. MORE
The trouble with jargon when writing to customers. Jargon. Most of us hate it and yet we see it everywhere. Whilst it can help when talking to colleagues to expedite conversations, it is not a great idea when talking to customers! MORE
The new Winter of Discontent continues. Fuel prices are up because the Government didn’t listen to the warnings 18 months ago. Government was warned that energy companies could collapse 18 months ago, Ofgem reveals. MORE
Can we shop ethically this Christmas? Just when you thought 2020 couldn’t get worse, we have entered another lockdown. This time in the cold and wet and in the run-up to Christmas. MORE
Vulnerable people are frequently left without a resolution to a complaint. They can find it difficult to know how to complain, what route to take, what language to use, and if they don’t get a satisfactory response they will give up more quickly. MORE
A series of interviews by The Complaining Cow. In my series of interviews with people in the consumer world, today is the turn of Matt Allwright. 1) Generally, do you complain to a company regarding a faulty item? Yes, but always from the point of view that we both have something to gain. MORE
This is a guest post by Paul Newton. Hello there! My name is Paul Newton and I own a company called MentalTheft. We’re currently helping a lot of people who are worried about COVID-19 scams. MORE
It is important to have high standards for customer service wherever you shop and whatever you are buying. In this article we’ll discuss briefly high standards, exceeding your expectations and your basic legal entitlements. Good customer service is what you should be paying for. MORE
All you need to know about how much goods from abroad will cost you. Buying goods and services from outside the UK has become more complicated after Brexit. MORE
Going anywhere nice this year? The UK is bracing itself for news of the lifting of national and international COVID-19 travel restrictions as early as 7 May 2021. MORE
Tesco fails to plan for Christmas. For many years now Tesco like other supermarkets has offered home delivery of your shopping. You can book hourly slots or flexible slots from 6.00am to 11.00pm every day. MORE
I keep saying that social media isn’t always the best way to complain! This has been borne out in recent a survey of more than 5,000 people undertaken by the consumer organisation Which? MORE
Get to know the arbitrators! The 8 October 2020 is International Ombuds Day. The second Thursday of every October its aim is to raise awareness of what an Ombudsman does. What is an ombudsman? An Ombudsman is an Alternative Dispute Resolution (ADR) provider. MORE
Today, (28/05/21) the FCA implements a package of remedies to improve competition and protect home and motor insurance customers from loyalty penalties. This follows the announcement on 22 September 2020 when the FCA said that it would reform home and motor insurance. MORE
Coronavirus has brought chaos to the world. In its path consumer travel plans have been disrupted indefinitely, so what are your rights and what can you do when companies won’t play ball? My flight was cancelled and the airline is only offering a credit note to be used on another flight. MORE
Rob Rinder – From Barrister to TV Judge. I had the great pleasure of chatting with Rob Rinder in a series of exclusive interviews. He is extremely knowledgeable, very warm and open. And he can talk big time! He spoke about life as a barrister, in the media and his own personal complaining habits. MORE
Helen Dewdney
SEPTEMBER 3, 2021
All businesses need insurance whatever the size. But it’s boring right?! It’s great to be looking for sales and playing on social media etc. but one of the many lessons of the last year has been that anything can happen and you need to make sure you are protected against any eventuality.
Helen Dewdney
SEPTEMBER 15, 2021
I keep saying that social media isn’t always the best way to complain! This has been borne out in recent a survey of more than 5,000 people undertaken by the consumer organisation Which?
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Helen Dewdney
SEPTEMBER 22, 2021
The full guide regarding the energy crisis. Gas prices have gone up 250% since January and 70% in the last month.
Helen Dewdney
SEPTEMBER 27, 2021
The new Winter of Discontent continues. Fuel prices are up because the Government didn’t listen to the warnings 18 months ago. Government was warned that energy companies could collapse 18 months ago, Ofgem reveals.
Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva
In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!
Helen Dewdney
AUGUST 16, 2021
There is always lots of talk about how to revitalise our High Streets and towns, but who actually asks consumers what they want? As a consumer champion I hear exactly what consumers want.
Helen Dewdney
SEPTEMBER 20, 2021
It is important to have high standards for customer service wherever you shop and whatever you are buying. In this article we’ll discuss briefly high standards, exceeding your expectations and your basic legal entitlements. Good customer service is what you should be paying for.
Helen Dewdney
AUGUST 2, 2021
A series of interviews by The Complaining Cow. In my series of interviews with people in the consumer world, today is the turn of Matt Allwright. 1) Generally, do you complain to a company regarding a faulty item? Yes, but always from the point of view that we both have something to gain.
Helen Dewdney
APRIL 19, 2021
Rob Rinder in the media: past, present and future. In December 2019 Rob Rinder kindly give me a review for my book 101 Habits of an Effective Complainer. Having kept in touch since then, I recently undertook a series of exclusive interviews with him.
Helen Dewdney
JULY 7, 2021
How satisfied with customer service are you? The Institute of Customer Service (ICS) published its bi-annual UK Customer Satisfaction Index (UKCSI) report today, 7 July 2021. It showed that the number of complaints about poor service in the last six months was at its highest level since 2009!
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Helen Dewdney
MAY 4, 2021
Logistics unlocked. Recently I wrote a post Buying from Europe? Import changes made it a whole lot more complicated and costlier! I found that complicated to get my head round and that was just for consumers! When it came to importing for businesses it was even more complicated!
Helen Dewdney
APRIL 12, 2021
Rob Rinder – From Barrister to TV Judge. I had the great pleasure of chatting with Rob Rinder in a series of exclusive interviews. He is extremely knowledgeable, very warm and open. And he can talk big time! He spoke about life as a barrister, in the media and his own personal complaining habits.
Helen Dewdney
MAY 7, 2021
Going anywhere nice this year? The UK is bracing itself for news of the lifting of national and international COVID-19 travel restrictions as early as 7 May 2021.
Helen Dewdney
MARCH 4, 2021
Vulnerable people are frequently left without a resolution to a complaint. They can find it difficult to know how to complain, what route to take, what language to use, and if they don’t get a satisfactory response they will give up more quickly.
Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo
What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.
Helen Dewdney
MAY 26, 2021
The trouble with jargon when writing to customers. Jargon. Most of us hate it and yet we see it everywhere. Whilst it can help when talking to colleagues to expedite conversations, it is not a great idea when talking to customers!
Helen Dewdney
OCTOBER 7, 2020
Get to know the arbitrators! The 8 October 2020 is International Ombuds Day. The second Thursday of every October its aim is to raise awareness of what an Ombudsman does. What is an ombudsman? An Ombudsman is an Alternative Dispute Resolution (ADR) provider.
Helen Dewdney
JUNE 30, 2021
Strange offers from a leading credit card provider – but why? This week I got wind of some promotions by Barclaycard which don’t feel right… Barclaycard appears to be promoting a couple of businesses that raise questions about the integrity of the Barclaycard business model.
Helen Dewdney
OCTOBER 7, 2020
Airline regulator goes hush-hush – Does it want opinions or not? The Civil Aviation Authority (CAA), the UK’s airline regulator, recently launched a consultation.
Speaker: Scott Baldwin of ProductBoard
Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!
Helen Dewdney
NOVEMBER 13, 2020
Tesco fails to plan for Christmas. For many years now Tesco like other supermarkets has offered home delivery of your shopping. You can book hourly slots or flexible slots from 6.00am to 11.00pm every day.
Helen Dewdney
JANUARY 29, 2021
All you need to know about how much goods from abroad will cost you. Buying goods and services from outside the UK has become more complicated after Brexit.
Helen Dewdney
JULY 2, 2020
Customer service: Email still beats webchat and phone calls. Many companies make it difficult for customers to complain. I have always advocated writing to companies when complaining, for several reasons. 1) So that you have the evidence trail should you need to take the matter further.
Helen Dewdney
OCTOBER 21, 2020
The great British High Street is in trouble and needs help! Of course, shopping centres and High Streets have been in trouble for years and nothing has been done about it. Shops have survived in towns and cities where there was glimmer of innovation.
Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley
Responding to online negative feedback can be challenging. What should you say? What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience.
Helen Dewdney
MAY 26, 2020
This is a guest post by Paul Newton. Hello there! My name is Paul Newton and I own a company called MentalTheft. We’re currently helping a lot of people who are worried about COVID-19 scams.
Helen Dewdney
MARCH 10, 2021
Every year Ombudsman Services produces its Consumer Action Monitor. It undertakes research with consumers regarding complaints. This year it looked at the impact of Covid 19 on consumer complaining habits during March and September in 2020.
Helen Dewdney
APRIL 13, 2020
Coronavirus has brought chaos to the world. In its path consumer travel plans have been disrupted indefinitely, so what are your rights and what can you do when companies won’t play ball? My flight was cancelled and the airline is only offering a credit note to be used on another flight.
Helen Dewdney
APRIL 13, 2020
Coronavirus has brought chaos to the world. In its path consumer travel plans have been disrupted indefinitely, so what are your rights and what can you do when companies won’t play ball? My flight was cancelled and the airline is only offering a credit note to be used on another flight.
Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team
Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.
Helen Dewdney
SEPTEMBER 22, 2020
FCA tackles the insurance penalty – at last! The Financial Conduct Authority (FCA) has announced today that it will reform home and motor insurance, focussing particularly on the current “loyalty penalty” that punishes existing loyal clients’ premiums and favours new clients.
Helen Dewdney
MAY 28, 2021
Today, (28/05/21) the FCA implements a package of remedies to improve competition and protect home and motor insurance customers from loyalty penalties. This follows the announcement on 22 September 2020 when the FCA said that it would reform home and motor insurance.
Helen Dewdney
NOVEMBER 24, 2020
Can we shop ethically this Christmas? Just when you thought 2020 couldn’t get worse, we have entered another lockdown. This time in the cold and wet and in the run-up to Christmas.
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Helen Dewdney
JULY 2, 2021
Manufacturers must sell spare parts – it’s the law. From today, 1 July 2021, manufacturers of electrical goods are legally obliged for the first time to make spare parts for products available directly to consumers. This is being widely reported as a new legal right.
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