Customer service

  1. Video content

    Video caption: Thousands have been waiting months for holiday refunds

    "They've got your money and are not passing it on": Thousands have been waiting for holiday refunds.

  2. Video content

    Video caption: Covid compensation complaints on refunds rocket in Wales

    Trading standards officials estimate £2.5m outstanding in refund claims over holidays and events.

  3. Video content

    Video caption: Coronavirus: Your holiday questions answered

    Adam French from the consumer organisation Which? has been answering some of your questions about going on holiday.

  4. Unhappy consumer levels grow again, says survey

    Kevin Peachey

    Personal finance reporter

    Angry woman on phone

    Satisfaction levels among consumers has fallen for a fourth consecutive year, according to a survey.

    Some 14.3% of consumers said they had experienced a problem with an organisation, according to the Institute of Customer Service (ICS).

    The brand that rated highest for customer service was bank First Direct. The ratings were based on getting things correct the first time, as well as customer ethos and ethics.

    "Consumers are placing increasing importance on trust, transparency, emotional connection and ethical behaviour," said Jo Causon, chief executive of the ICS.

  5. Video content

    Video caption: Should devices be easier to fix?

    In the US, some are calling for "right to repair" laws, to make it easier to fix broken electronics.