Latest news with #LisaWebb
ITV News
6 days ago
- Health
- ITV News
Wary of making a complaint against your vet ? Here's how to escalate concerns
animals Vet Pet owners feel the odds are "stacked against them" when raising concerns against vets, leaving many put off filing complaints, according to a leading consumer group. New research by Which? found that more than a third of owners did not raise concerns, because they did not want to fall out with their vet, while 16% did not know how to complain. It also showed that more than 50% of pet owners consider the price of vet care was excessive, despite just less than a quarter saying they have issues with the quality of care. How can pet owners escalate complaints? ITV News explains. Are pet owners protected under the law? According to Lisa Webb, a legal expert at Which?, pet owners are protected under the law. If a vet has acted negligently, pet owners can seek compensation or damages from the veterinary practice, Webb said. Under the Consumer Rights Act, vets have a duty to provide a 'service with reasonable care and skills', according to Which? They are also expected to be open and honest about fees under the Royal College of Veterinary Surgeons Code of Professional Conduct. What can you do if you are unhappy with the service provided? If you are unhappy with the service provided, Which? says you can either complain to the practice directly or request a remedy under the Consumer Rights Act. This could include redoing part or all of the service at no extra cost, or agreeing to a price reduction or refund. How can you complain to the practice? Which? advises that customers should first speak to the practice about their complaint. If this does not resolve the issue, customers can then ask the veterinary practice for its complaints procedure. Each practice will its own way of handling complaints. The practice must provide the complaints handling policy, their regulator and their insurer's details when asked, Which? says. What if the complaint still isn't resolved? You can escalate your complaint further by seeking help from the Veterinary Client Mediation Service (VCMS). Which? says they can help if you are seeking: An apology A refund Corrective or further treatment A payment of goodwill As this is a voluntary service, the vet must agree to the VCMS' involvement, according to Which? You can also complain to the Royal College of Veterinary Surgeons. They deal with the most serious complaints including very poor professional performance, criminal convictions and fraud or dishonesty, Which? says.
Scottish Sun
18-05-2025
- Business
- Scottish Sun
Huge change to Buy Now Pay Later rules confirmed
Click to share on X/Twitter (Opens in new window) Click to share on Facebook (Opens in new window) HUGE changes to Buy Now Pay Later rules that will help protect customers have been confirmed by the government. The new Labour government has published its response to a consultation on proposals to tighten up rules in the Buy Now, Pay Later (BNPL) sector. Sign up for Scottish Sun newsletter Sign up 1 The government has confirmed huge changes to the Buy Now Pay Later rules, Credit: Getty BNPL is a type of credit scheme that allows shoppers to purchase items and spread the payments over a set period and is used by 10million Brits. While the schemes are popular, they have remained largely unregulated, which has raised concerns about people falling into debt. The government has now said that from next year BNPL firms will need to follow "consistent standards," so shoppers know exactly what they're signing up for. This means firms will have to be clear and transparent about any late fees or if they could affect customers' credit ratings and how. They should also signpost customers towards debt help in any correspondence. For consumers, that could look like upfront credit checks to make sure people can repay what they borrow. Also, customers will have quicker access to refunds and the right to complain to the Financial Ombudsman. The plans will bring the products under FCA regulation while ensuring they also adhere to a large proportion of the Consumer Credit Act and Section 75, which give shoppers various rights. Lisa Webb, Which? Consumer Law Expert, said that research shows that many users "do not realise they are taking on debt or consider the prospect of missing payments." She added: "It's good to see the government taking action to regulate BNPL firms and introducing affordability checks. Five key changes to PIP & Universal Credit as Labour's benefits crackdown unveiled "The government also needs to ensure this includes greater marketing transparency and information about the risks of missed payments and credit checks." Proposals to regulate BNPL products were first touted in 2021 but faced repeated delays. Last year, The Sun revealed the previous Conservative government had paused the plans over fears that it would drive BNPL firms out of the market during a tough cost of living crisis. Then in October, the Treasury Tulip Siddiq exclusively told The Sun that the government had finalised its "bespoke" plans and intended to pass the legislation "as soon as possible" in early 2025. The legislation bringing BNPL into regulation is set to be laid in Parliament today, May 19. A consultation on the findings is set to take place with the rules expected to come into force next year. How can I use BNPL without losing out? The hope is that this new regulation will prevent people from being able to take on more than they can realistically afford to pay back. But when used correctly, BNPL plans can be a useful way of managing your finances. The products work in a similar way to other types of credit. The main difference is that they don't charge interest. You usually have to make payments by set deadlines over a period of time. If you meet these repayment deadlines, you shouldn't be charged any extra fees.
The Sun
18-05-2025
- Business
- The Sun
Huge change to Buy Now Pay Later rules confirmed
HUGE changes to Buy Now Pay Later rules that will help protect customers have been confirmed by the government. The new Labour government has published its response to a consultation on proposals to tighten up rules in the Buy Now, Pay Later (BNPL) sector. 1 BNPL is a type of credit scheme that allows shoppers to purchase items and spread the payments over a set period and is used by 10million Brits. While the schemes are popular, they have remained largely unregulated, which has raised concerns about people falling into debt. The government has now said that from next year BNPL firms will need to follow "consistent standards," so shoppers know exactly what they're signing up for. This means firms will have to be clear and transparent about any late fees or if they could affect customers' credit ratings and how. They should also signpost customers towards debt help in any correspondence. For consumers, that could look like upfront credit checks to make sure people can repay what they borrow. Also, customers will have quicker access to refunds and the right to complain to the Financial Ombudsman. The plans will bring the products under FCA regulation while ensuring they also adhere to a large proportion of the Consumer Credit Act and Section 75, which give shoppers various rights. Lisa Webb, Which? Consumer Law Expert, said that research shows that many users "do not realise they are taking on debt or consider the prospect of missing payments." She added: "It's good to see the government taking action to regulate BNPL firms and introducing affordability checks. Five key changes to PIP & Universal Credit as Labour's benefits crackdown unveiled "The government also needs to ensure this includes greater marketing transparency and information about the risks of missed payments and credit checks." Proposals to regulate BNPL products were first touted in 2021 but faced repeated delays. Last year, The Sun revealed the previous Conservative government had paused the plans over fears that it would drive BNPL firms out of the market during a tough cost of living crisis. Then in October, the Treasury Tulip Siddiq exclusively told The Sun that the government had finalised its "bespoke" plans and intended to pass the legislation "as soon as possible" in early 2025. The legislation bringing BNPL into regulation is set to be laid in Parliament today, May 19. A consultation on the findings is set to take place with the rules expected to come into force next year. How can I use BNPL without losing out? The hope is that this new regulation will prevent people from being able to take on more than they can realistically afford to pay back. But when used correctly, BNPL plans can be a useful way of managing your finances. The products work in a similar way to other types of credit. The main difference is that they don't charge interest. You usually have to make payments by set deadlines over a period of time. If you meet these repayment deadlines, you shouldn't be charged any extra fees. How to cut the cost of your debt IF you're in large amounts of debt it can be really worrying. Here are some tips from Citizens Advice on how you can take action. Check your bank balance on a regular basis - knowing your spending patterns is the first step to managing your money Work out your budget - by writing down your income and taking away your essential bills such as food and transport If you have money left over, plan in advance what else you'll spend or save. If you don't, look at ways to cut your costs Pay off more than the minimum - If you've got credit card debts aim to pay off more than the minimum amount on your credit card each month to bring down your bill quicker Pay your most expensive credit card sooner - If you have more than one credit card and can't pay them off in full each month, prioritise the most expensive card (the one with the highest interest rate) Prioritise your debts - If you've got several debts and you can't afford to pay them all it's important to prioritise them Your rent, mortgage, council tax and energy bills should be paid first because the consequences can be more serious if you don't pay Get advice - If you're struggling to pay your debts month after month it's important you get advice as soon as possible, before they build up even further Groups like Citizens Advice and National Debtline can help you prioritise and negotiate with your creditors to offer you more affordable repayment plans.
Scottish Sun
18-05-2025
- Business
- Scottish Sun
Sneaky hidden broadband charge that could push up YOUR bill by £94 a year – how to avoid it
Click to share on X/Twitter (Opens in new window) Click to share on Facebook (Opens in new window) BROADBAND customers are being warned to scrutinise their bills for unexpected charges. Sneaky charges employed by some providers could add an extra £94 to your annual bill. Sign up for Scottish Sun newsletter Sign up 1 Lisa Webb, Which? consumer law expert, said the practices are "sneaky" but there's ways to avoid it An increasing number of companies are automatically enrolling customers in supplementary services, often accompanied by an initial free promotional period. However, once that free period is over, you're automatically charged – and many customers only realise months later. Take POP Telecom, for example. They offer a router breakdown protection service that's free for the first two months. After that, it's £2.50 a month. That's £30 a year for something you might not even need! Customer complaints have surfaced on forums such as MoneySavingExpert, highlighting instances where these charges went unnoticed for several months. One person said: "I have just noticed that pop telecom added router assurance and hybrid assurance to my bill, this was after six months. "When I rang to query and ask why my bill had increased, at first I was just told it was assurance, I asked why it been added and was told I could ask for it to be removed from the next bill. "I pointed out that I hadn't asked for it to be added and my contract stated I didn't ask for it at sign and I had this in my service confirmation email." CHECK YOUR SPEED: Broadband Another person said on Trustpilot: "They are the most sneaky, sly, untrustworthy company I have ever dealt with. "They will add landline assurance fees and router assurance fees onto your bills without you noticing." Broadband provider Onestream is still using similar questionable tactics, despite a Sun investigation last year uncovering that the telecom firm had enrolled customers in unnecessary services without their consent. Following the investigation, The Sun reported its findings to Ofcom, prompting major price comparison websites to temporarily remove Onestream's deals from their platforms. Even now, new Onestream customers are automatically enrolled in free trials for McAfee Multi Access (lasting one month) and Onestream Assured (lasting two months). If these subscriptions aren't cancelled before the trial ends, customers are automatically charged £34.95 per year for McAfee and £4.95 per month for Onestream Assured, totalling £94 annually. Lisa Webb, Which? consumer law expert, said: "It's really sneaky that some broadband firms are automatically signing consumers up to subscriptions for extras - such as router breakdown cover or service protections - they might not want. "Broadband firms should be up front with their customers about any subscriptions or free trials included with their service so consumers can opt out or cancel after the free trial period if they would prefer. Ofcom should not hesitate to take action against any firms which are not clearly presenting contract information to new customers." The broadband firms were contacted for comment. Check if you're out of contract IF YOU'RE no longer under contract with your broadband company, it may be worth exploring other providers to see if you can secure a better deal elsewhere. More than nine million Brits are out of contract on their broadband package, according to Uswitch. While customers can leave their contract at any time, those still locked in will likely need to pay a penalty for leaving early, which varies from provider to provider. To check if your broadband contract has ended, log into your provider's online account or app, check your latest bill, or contact your provider directly via phone or live chat. Providers are usually required to notify you 10 to 40 days before your contract ends, usually via email, text, or letter. How can I avoid the extra charges? Always make sure to thoroughly read the terms and conditions before subscribing to a broadband service. You usually should be able to opt out of these additional extras before you commit to a new contract. Sabrina Hoque, broadband expert at said: "If you're not interested in free trials or other optional extras, it should be possible to opt-out at the point of sale. "If this isn't immediately clear, make sure you have checked any drop-down menus or tick boxes to allow you to do this." If you're unsure whether you've unknowingly signed up for these services, check your monthly bills regularly for unexpected charges. Sabrina added: "If you do wish to go ahead with the trial, you should set a reminder for yourself to cancel the service before the free trial period ends to ensure you aren't charged. "It's also a good idea to keep any email confirmations or screenshots confirming opt-outs or cancellations." Alex Tofts, a strategist at the price comparison website Broadband Genie, advises using comparison websites to find the best deals. He said: "Shopping through trusted comparison sites has many benefits. "They'll fight your corner to get you the best deal you may not find anywhere else on the internet. "For example, at Broadband Genie, we remove Onestream Assured and McAfee Multi Access from automatically being placed in your basket, saving £178.80 over the contract."
The Independent
17-05-2025
- The Independent
Free airport parking: Expert tips to avoid expensive fees
Airports have strict rules on parking in drop-off zones, with some charging £6 or more for just ten minutes. However it doesn't always have to cost to be at the airport for a short amount of time, a consumer expert has explained. Speaking on BBC Morning Live, Which? lawyer Lisa Webb revealed that there are tricks to avoid paying a charge. Her advice included taking advantage of the park and ride feature at London Heathrow, which is free for stays of under half an hour.
