Helen Dewdney

BNPL – Better Not Pay Later?

Helen Dewdney

Is BNPL good for your finances? OR Should you ever “pay later”? Buy Now Pay Later (BNPL) is a type of credit which has become increasingly popular over the last few years. Brands include, for example, Klarna, Clearpay, Laybuy and Openpay.

Energy prices are up – 10 ways to keep bills down

Helen Dewdney

We all know that energy prices are rising significantly due to a variety of reasons. So, how can we reduce our energy costs? There are a number of things we can do, ranging from smaller changes that add up to a bigger saving, to more substantial savings.


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How Big Energy Saving Week can help you with bills

Helen Dewdney

This week is Big Energy Saving Week, run by Citizens Advice and the Energy Trust. We all know that this coming year is going to be incredibly tough for us all with energy bills.

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What you need to know regarding holidaying during COVID

Helen Dewdney

This is a version of the article How to book a holiday during the Covid pandemic that first appeared on The Guardian website 17 January 2022. How to holiday in the time of COVID.

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

Small businesses and using a broker for insurance

Helen Dewdney

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.

ASA investigation forces change of wording on awards claim

Helen Dewdney

Awards abound for all sorts of things. You name it, there’s probably an award for it! Frequently these awards are paid for. Many consumers don’t realise that often when they see “Award winning” on a product or a website that businesses have paid to enter and compete.

Contactless – what you need to know about fraud and more

Helen Dewdney

New £100 contactless limit – is it safe? On 15 October 2021 the contactless payment card spend limit increases from £45 to £100. According to a survey of over 1,000 people I undertook, 51% of people didn’t think it should be raised, whilst 47% thought it should and 2% were undecided.

Corporate awards:  Buyer beware!

Helen Dewdney

What’s in an award? . People are impressed by awards. At the very least they think someone must be good at something if they have won an award! However, many of the awards in the consumer and business worlds are not as they may first appear. And awards seem to be popping up all over the place.

How to take a complaint further

Helen Dewdney

This is a version of the article How to escalate a complaint when customer services fails that first appeared on The Metro website 28 December 2021. How to escalate a complaint when customer services fails. Complaining can often be infuriating.

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

10 parcels go missing every minute – what are your rights?

Helen Dewdney

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.

Helen Dewdney – exclusive interview with Rob Rinder No. 2

Helen Dewdney

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.


How to revitalise towns

Helen Dewdney

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.

The complaining habits of public figures – Matt Allwright

Helen Dewdney

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.

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

The Complaining Cow talks to Rob Rinder – exclusive interview series Part 1

Helen Dewdney

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.

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Importing goods into the UK – all you need to know

Helen Dewdney

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!

Watchdog – The Consumer Survival Guide review

Helen Dewdney

Matt Allwright wrote a review of my second book 101 Habits of an Effective Complainer. You’d think I would have got round to writing a review of his book Watchdog – the Consumer Survival Guide by now! But better late than never… Watchdog The Consumer Survival Guide *.

Returns and rotas : are you ready?

Helen Dewdney

As we approach Christmas, the signs are that the High Streets are beginning to turn back to pre-COVID levels. As people try and get back to normal there is an increase in footfall and possibly even purchases to try and treat themselves after such a horrid time.

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

Think before you press “send” in reply to a customer complaining

Helen Dewdney

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.

Are we nearly there yet? Saving money holidaying in the UK

Helen Dewdney

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.

International Ombuds Day

Helen Dewdney

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.

Are you satisfied?  Yes, no or maybe?

Helen Dewdney

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!

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

CMA takes court action against rogue holiday traders

Helen Dewdney

Today (18 October 2021) the Competition and Markets Authority (CMA) has filed proceedings against Truly Holdings (TH). It is “… requesting a court order that outstanding refunds be immediately repaid and that, going forward, customers who are entitled to a refund are repaid within 14 days.”

Energy crisis – what you need to know

Helen Dewdney

The full guide regarding the energy crisis. Gas prices have gone up 250% since January and 70% in the last month.

ADR – all about it for World Ombudsman Day

Helen Dewdney

Today (14 October 2021) is World Ombudsman Day. The theme for this year is “Exploring Options to Resolve Conflict Together”. There are many myths around an Ombudsman and other Alternative Dispute Resolution schemes. And it is not just consumers who get confused.

Dear customer “Would you like some alphabet soup?”

Helen Dewdney

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!

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Social Media – not the best way to complain

Helen Dewdney

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?

Brainless Boris Bungles on…

Helen Dewdney

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.

The Complaining Cow’s round up

Helen Dewdney

Government Consultation on Competition and Consumer Policy. On 20 June 2021 the Government finally published its consumer paper for consultation. It is titled Reforming Competition and Consumer Policy. The closing date for responses is 11.45am on 1 October 2021.

Tesco fails to deliver – on delivery slots!

Helen Dewdney

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.

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LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

Can’t find a company email address? Here’s how to get it!

Helen Dewdney

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.