Which? calls for ban on costly helplines

http://www.bbc.co.uk/news/business-23984153

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Customers should not have to pay high rates to call customer service or complaint lines according to the consumer group Which?.

It describes the current situation as "outrageous" and has launched a campaign calling for all companies to offer a basic, local rate.

High-rate charges apply to all telephone numbers which start with 09, 0845, 0844, and 0871.

They can cost as much as £1.50 a minute or more if made from a mobile phone.

Which? executive director Richard Lloyd said: "It's outrageous that consumers are faced with a high phone bill just to ask a question or make a complaint."

Under European Union rules, customer helplines must be charged at no more than a basic rate.

But financial service firms and public bodies are not subject to those rules.

Many High Street banks use 0845 numbers for their complaint lines, including HSBC, Natwest, RBS, Santander, First Direct and Halifax, Which? said.