I notice that quite a few 0871 Service Users have not yet complied with the new regulations.

Milking every drop of the substantial  revenue share they get no doubt. :o

EG: http://www.travelodge.co.uk/help/contact-us

http://www.devere-hotels.co.uk/

I am really not sure how long they will take until they finally change over....

as you said gaining as much revenue as they can sadly

>:(

What's the "correct" way of dealing with such companies? Complaints to their CS? Complain to their CEO? Or just report straight to Trading Standards?

Draw the company's attention to their legal obligations. Be aware of your rights. You're entitled to claim a refund of the excess call costs over "basic rate". Be aware the regulations cover only retailers, traders and passenger transport companies.

http://www.legislation.gov.uk/uksi/2013/3134/regulation/6/made
http://www.legislation.gov.uk/uksi/2013/3134/regulation/41/made

http://www.gov.uk/government/uploads/system/uploads/attachment_data/file/310044/bis-13-1368-consumer-contracts-information-cancellation-and-additional-payments-regulations-guidance.pdf#page=23

If you get nowhere, proceed to report it to the Fair Telecoms Campaign via their website and to Trading Standards via the Consumer Helpline on 0345 404 0506. Neither offer any commitment to take action on reports (due to the level of available resources, and other priorities).

Continue to complain to banks, insurance companies and package travel outfits but be clear this law does not cover them.

japitts wrote on Jun 21^st, 2014 at 9:06am:

What's the "correct" way of dealing with such companies? Complaints to their CS? Complain to their CEO? Or just report straight to Trading Standards?

In addition to the comments from Ian … note that the regulation gives you the right to recover the excess cost of your call over that of an equivalent call to a "basic rate" number.

The fair telecoms campaign seeks to achieve compliance with the regulations by all businesses, however there is no reason why an individual victim should not directly seek personal redress - it may help to focus the mind.

We are finding that many companies have been slow to recognise what is expected of them and so it may take some time before the situation settles down.

You may be interested in how I've dealt with a company which made an incorrect delivery to me on Monday, and cited an 0871 number for its Customer Service desk.
First, I checked on saynoto0870, of course, and was able to lodge my complaint  at minimum cost to myself.
Second, I phoned Ofcom, which confirmed that only an 03 or other geographic charge number should be offered; Ofcom suggested that I contact the company's local Trading Standards office in Powys.
This I did this morning, and they sympathetically connected me to the Consumer Helpline run by Citizens Advice.  I was given a reference number by the Helpline and told that the matter would be referred back to Powys for action.
For your information, the company concerned was clifford-james of Brecon, whose website address I am not permitted to post at this time.


japitts wrote on Jun 21^st, 2014 at 9:06am:

What's the "correct" way of dealing with such companies? Complaints to their CS? Complain to their CEO? Or just report straight to Trading Standards?

nottinghill wrote on Jun 26^th, 2014 at 10:00am:

For your information, the company concerned was clifford-james of Brecon, whose website address I am not permitted to post at this time.

http://www.clifford-james.co.uk/cliffordjames_contactus.cfm

They really haven't got a clue, have they? 

They state about their order hotline number 0871 911 7000* that "calls cost 10p per minute and mobile charges may vary" but append the same asterisk thereto as they do to their "0871 911 7003* Customer services number. 

That asterisk assures readers that "*Calls are charged at 5p per minute from a standard BT line (there's a familiar misleading phrase).  Charges from other operators and mobile phones may be higher."

Another company I won't be dealing with.

I wrote to Travelodge and, despite explaining why they were NOT complying, simply got two replies back saying that they were aware of the regulations and WERE complying!!

Can I suggest a new thread is established - a sort of new "Hall of Shame" listing the law-breaking organisations which are not complying with the regulations. The thread could also draw together news of members' actions to alert and report  these companies and organisations.

Apparently, after you make a booking the confirmation email supposedly contains a compliant number for further contact.

The website potentially makes reference to that under the "amend or cancel a booking" heading.

trickyd wrote on Jun 29^th, 2014 at 11:14pm:

Can I suggest a new thread is established - a sort of new "Hall of Shame" listing the law-breaking organisations which are not complying with the regulations. The thread could also draw together news of members' actions to alert and report  these companies and organisations.

I believe such a thread already exists.. however it's not been used for some time.

I have somewhat had to take a back seat from things for a while.. so maybe one of the other moderators can suggest something here?

Ian G wrote on Jun 30^th, 2014 at 12:24am:

Apparently, after you make a booking the confirmation email supposedly contains a compliant number for further contact. The website potentially makes reference to that under the "amend or cancel a booking" heading.

I've exchanged emails with the Travelodge CEO-office on this subject, I have bookings that were made before the regulations came in but are for later this year.. seemed as good a basis as any to complain.

Sure enough, changing the published 0871 number for 0371 is their answer - and I can confirm this works. However, both the wording on the IVR and the general attitude of the replies I got...it seems Travelodge are complying "strictly" with the letter-of-the-law but only through gritted teeth.

I also wrote to Travelodge and got the same answer.

They told me that customers would be given a number to contact the hotel etc.

I have since made two bookings with them.

On both occasions (one just yesterday) as a customer I am still given a premium rate number to call!!

Clearly in breach

After some persistence Manchester Airport have got back to me to say that they are in the process of obtaining numbers that comply with the law- which begs the question as to why such a large organisation did not get its act together in time for the deadline date. One suspects the answer is that, as they only have Manchester City Council (main owners of airport) to ever answer to, they are too complacent and too used to doing what they want. I will give them 3 weeks and if no change by then insist that Trading Standards deal with it. As the authority is Manchester, I won't hold my breath.....

Phone Pay Plus gave guidance about use of 0871 for customer service purposes in March of this year.

"the PhonepayPlus Code of Practice (12th edition) already requires PRS providers to offer and effectively publicise a non-PRS UK telephone number for consumer complaint and/or enquiry. This has included geographic numbers, and those on the 03 or 084 ranges, but has to date excluded 087 numbers.
The exception to this has been for 087 numbers, where 087 providers have been permitted to use the same number for delivery of a service (e.g. consumer complaint facility for non-PRS products, data capture or chat) and for complaints regarding the service provided on that number. This is currently set out at paragraphs 8.1 to 8.4 of Service-Specific Guidance on Lower Cost Services.
However paragraph 41 of the Regulations prohibits customer helplines charging consumers at any more than basic rate. This precludes the use of numbers on the 09, 087 and 084 ranges to operate a telephone line for consumer contact about a product already purchased, whether charged via PRS or not, or to cancel a contract."

http://www.phonepayplus.org.uk/For-Business/Code-and-Help/Code-Compliance-Updates/Effect-of-changes-in-consumer-law-on-the-use-of-premium-rate-numbers.aspx

Another Hotel Chain i noticed that is still not in compliance is

http://www.britanniahotels.com/contact-us/

who also use 0871 phone and fax numbers for each individual hotel.

http://www.britanniahotels.com/hotels/

What evidence do you need to claim 0871 overcharge back, when I said I would be claiming the 3 calls made on and since Fri.13th June while at the time asking for a geographic or 03 number and not given, the 3 calls totaling £4.95p when I eventually got a call from a Supervisor after 7 months of asking and was told that 03 number would be on an Order Invoice only and to claim they would have to see phone bill.

How should I give this Bill evidence hardcopy for the last 3 calls, print out itemised page and black marker the rest of calls on the page.

I want to get it right for these 3 calls and will have to put up with the loss of £9.75 of calls since December to sort their order mess out.

Have sorted my question end of above post.

Another question regarding 0871 Sales numbers, many Mail Order and Online Retail, most like Afibel and Darmatex open an Account for you to pay monthly, if you bought an Item could you legitimately phone the 03 number (usually hidden in T & C as in these cases) to make your monthly payments.

Surely the clue is in the title 'Customer Service' but most of this catagory of Retail hide the 03 number in their Complaints Section. If they tell you to use the 0871 Front Number for Payments they have locked you into making at least 20 monthly calls to their 0871 Numbers, a hefty amount added to their Accnt Service charge (Interest) another nice little earner for them on the quiet.  >:(

Has anyone any detailed knowledge on how a Customer would stand in this scenario ? Just out of interest and more ammunition in my and anyone else's problems with Mail Order Retailers.