Topic filter : Customer Service

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....The Twin Peaks bar was initially planned to launch at the beginning of this month, and then delayed until the middle of July. But fans asking this week where they could find the bar were told by Poundland customer services there was currently no launch date. ... [Read full article on Guardian ]
Sunday 16th of July 2017 02:09:27 PM
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....”. Equifax points out that its customer service line is open 12 hours a day “to help individuals understand the information in their report and, if necessary, help correct any errors simply and quickly”. ... [Read full article on Guardian ]
Monday 17th of July 2017 06:00:43 AM
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....Next, British Gas increased my direct debit payments from £31 a month to £227 and, because I was away, two of the new payments were taken from my account before I had time to call it. I was advised to cancel the direct debit and not pay anything until the problem was sorted, but after six months of assurances from customer services the bill was sent again. ... [Read full article on Guardian ]
Tuesday 18th of July 2017 06:00:12 AM
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....In addition, the group has paid an extra £30 to each affected customer. Energy suppliers and their agents must meet minimum standards of customer service under Ofgem’s guaranteed standards, including when they visit customers on their premises. ... [Read full article on Guardian ]
Thursday 20th of July 2017 07:26:32 AM
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....What can I do to spark EDF Energy into giving me my cash back?. GWR struggles to process refunds as customer service gets derailed. ... [Read full article on Guardian ]
Thursday 20th of July 2017 02:40:56 PM
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....This coincided with Capita being awarded First Group’s contract to run its GWR, TransPennine Express and Hull Trains contact centre. This, along with a major incident in the South-West, created yet more pressure on the customer service team. ... [Read full article on Guardian ]
Sunday 16th of July 2017 05:59:13 AM
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Latest Finance News related to Customer Service

Could you spot a fake Airbnb listing, plus what's so fishy about cans of tuna? image
....What can I do to spark EDF Energy into giving me my cash back?. GWR struggles to process refunds as customer service gets derailed. ...
British Gas to pay customers £1.1m over missed appointments image
Source : Guardian [Read Article] Thursday 20th of July 2017 07:26:32 AM
....In addition, the group has paid an extra £30 to each affected customer. Energy suppliers and their agents must meet minimum standards of customer service under Ofgem’s guaranteed standards, including when they visit customers on their premises. ...
Power struggle as British Gas bills huge amounts for wrong meter image
Source : Guardian [Read Article] Tuesday 18th of July 2017 06:00:12 AM
....Next, British Gas increased my direct debit payments from £31 a month to £227 and, because I was away, two of the new payments were taken from my account before I had time to call it. I was advised to cancel the direct debit and not pay anything until the problem was sorted, but after six months of assurances from customer services the bill was sent again. ...
How credit score agencies have the power to make or break lives image
Source : Guardian [Read Article] Monday 17th of July 2017 06:00:43 AM
....”. Equifax points out that its customer service line is open 12 hours a day “to help individuals understand the information in their report and, if necessary, help correct any errors simply and quickly”. ...
Poundland delays launch of Twin Peaks chocolate bar amid legal row image
Source : Guardian [Read Article] Sunday 16th of July 2017 02:09:27 PM
....The Twin Peaks bar was initially planned to launch at the beginning of this month, and then delayed until the middle of July. But fans asking this week where they could find the bar were told by Poundland customer services there was currently no launch date. ...
GWR struggles to process refunds as customer service gets derailed image
Source : Guardian [Read Article] Sunday 16th of July 2017 05:59:13 AM
....This coincided with Capita being awarded First Group’s contract to run its GWR, TransPennine Express and Hull Trains contact centre. This, along with a major incident in the South-West, created yet more pressure on the customer service team. ...
British Airways cabin crew strikers prepared for long haul image
Source : Guardian [Read Article] Saturday 15th of July 2017 03:00:09 PM
....Pay was the trigger for the dispute: basic salary starts at £12,100, although BA said an independent audit showed full-time crew earned at least £21,000 with add-ons. The union says £16,000-17,000 is a typical figure, and crew at the Westminster rally agree: one, now a customer service manager earning £27,000, says they had worked for five years before promotion “and every P60 says I’ve earned under £20k”. ...
How the wheels came off my complaint to Very image
Source : Guardian [Read Article] Tuesday 4th of July 2017 06:00:33 AM
....Back to Very and, after numerous calls, I was referred to its so-called “customer excellence” team. I submitted a complaint online and was asked to contact customer services. ...
Co-op energy chief predicts more small suppliers could go bust image
Source : Guardian [Read Article] Sunday 2nd of July 2017 11:25:25 AM
....The Co-op lost customers due to pricing over the winter, falling from 424,000 in 2016 to 410,000 now. The company also made a slight loss on £281m revenue last year, for the first time since it started up in 2010, as a result of investment in customer service to tackle earlier failings. ...
What’s your policy when it comes to having a perfect holiday? image
Source : Guardian [Read Article] Sunday 2nd of July 2017 06:00:21 AM
....”. Stung by the criticism, Ryanair’s new customer service director, Bill Hutchinson, took to Twitter this week to invite questions. ...
Getting divorced? Beware your RAC car insurance premium going up image
Source : Guardian [Read Article] Sunday 2nd of July 2017 06:00:20 AM
.... Clearly, there has been confusion. We are addressing the cause as a matter of urgency and will also pick this up in our customer service training. ...
BA debacle sees couple spend wedding night on an airport bench image
Source : Guardian [Read Article] Sunday 25th of June 2017 05:59:21 AM
.... “It has proved incredibly frustrating battling so many airlines, all adamant that we had accepted any costs and risks when we accepted the reroute,” says Natalie. “Each one was uncompromising, and their pitiless customer service ruined our honeymoon. ...
Frustrated homebuyers in a fight to the finish with Bovis image
Source : Guardian [Read Article] Saturday 24th of June 2017 06:00:00 AM
....At the Bovis annual meeting in May the chairman, Ian Tyler, apologised to homebuyers for “letting them down” and admitted the company had been cutting corners to reach ambitious targets. Quality and customer service had suffered in the past two years, he said. ...
Tesco staff 'shocked' as call centre closure puts 1,100 jobs at risk image
Source : Guardian [Read Article] Wednesday 21st of June 2017 02:05:28 PM
....Matt Davies, the UK chief executive of Tesco, said: “The retail sector is facing unprecedented challenges and we must ensure we run our business in a sustainable and cost-effective way, while meeting the changing needs of our customers. “To help us achieve this, we’ve taken the difficult decision to close our customer service operations in Cardiff. ...
Tesco says price rises are last resort as UK growth hits seven-year high image
.... “It’s not profitable and it adds complexity to the way we run the operation,” explained Lewis. Tesco reported its first unbroken run of underlying sales growth in the UK for seven years in April, thanks to a focus on lower prices and better customer service. ...
British Airways looks to Capita to run call centres after IT meltdown image
Source : Guardian [Read Article] Tuesday 13th of June 2017 12:04:02 PM
....But BA’s parent company, IAG, denied any link between outsourcing and the recent problems, and the airline group appears determined to cut costs further. The customer service centres were the focus of criticism as some passengers struggled to get information when hundreds of flights were cancelled. ...
Hard going with easyJet over compensation claim image
Source : Guardian [Read Article] Monday 12th of June 2017 06:00:18 AM
.... It says: “This is a legal case and we are very clear that once this process has started, all communication needs to go through a CEDR contact address. “Easyet customer service is not involved in the CEDR process. ...
‘A person who lies once is capable of lying again’ – our work expert responds image
....This was something I tried but found was not right for me, and I left without completing my probationary period. It stands out on my CV because all of my other work experience has been in office administration and customer service. ...
Boohoo co-founder sells £80m in shares as he reveals 'supersite' plan image
....Mahmud Kamani and Kane, joint chief executives, said the business had performed well across all brands and locations in the first quarter. “The combination of broadening product ranges, strong brand image, competitive prices and good customer service continues to drive sales momentum, while the inclusion of our new brands is proving the potential of our multi-brand strategy in delivering strong group revenue growth,” they said. ...
UK rents fall for first time since 2009, plus peer-to-peer lending left me in the red image
....3bn – now Spanish banks are finally paying out reports Stephen Burgen. ‘I’m irritated you even asked’: What’s the worst customer service you’ve had?. ...
BA meltdown: switching off and on again may have caused IT crisis image
Source : Guardian [Read Article] Monday 5th of June 2017 06:10:50 PM
.... But without question if we had not embarked on an efficiency improvement programme we wouldn’t be in business today,” he said. BA has faced a barrage of criticism over the last week over customer service and compensation. ...
I was briefly a police officer 10 years ago – should I take it off my CV? image
....This was something I tried but found not to be right for me, and I left without completing my probationary period. It stands out on my CV because all my other work experience has been in office administration and customer service jobs. ...
Sandbanks is priciest seaside town in UK, plus the worst mobile providers image
....Virgin’s £241 penalty because we have to move home. ‘I’m irritated you even asked’: What’s the worst customer service you’ve had?. ...
'I’m irritated you even asked': What's the worst customer service you've had? image
....co. uk for an award for rudest customer service. ...
Scottish Power in the dark about my mother’s electricity supply image
Source : Guardian [Read Article] Wednesday 31st of May 2017 06:00:16 AM
....ON told me that her electricity account had been closed. I discovered that Scottish Power was the most recent supplier so contacted customer services, to be told that an account at my mother’s address had been erroneously transferred to them and had since been closed. ...
British Airways should come clean about computer chaos image
Source : Guardian [Read Article] Tuesday 30th of May 2017 05:52:44 PM
.... Michael O’Leary yet again cut prices, cut costs and raised profits. In 2013 he changed Ryanair’s famously abrasive customer service culture. ...
British Airways: Chaos continues at Heathrow image
Source : BBC [Read Article] Sunday 28th of May 2017 12:20:08 AM
.... The company said there was no evidence the failure was the result of a cyber attack. The IT failure affected check-in and operational systems, including customer service phone lines. ...
EE and Vodafone are UK’s worst mobile providers, says Which? image
Source : Guardian [Read Article] Saturday 27th of May 2017 06:01:20 AM
....Despite its fast 4G service, Which? found that just 20% of EE customers would recommend the company’s services to a friend or family member. The company that was a subject of £12bn takeover by rival BT in 2016, scored poorly for both customer service and value for money. ...
UPS didn’t deliver an urgent parcel and is dragging its feet on my refund image
.... I have since been forced to take to Twitter to get any sort of response. It asked me to fill out a customer service form, which I did a week ago – still nothing. ...
EU roaming charges banned from June, plus the rogue buyers exploiting eBay image
....I’m innocent, so how can I park this fine back with Aldi?. KitchenAid well and truly mixes up its customer service. ...
KitchenAid well and truly mixes up its customer service image
Source : Guardian [Read Article] Tuesday 23rd of May 2017 06:00:45 AM
....You released the mixer on the basis it would be repaired at no cost, with the full understanding that this machine was no longer under warranty. Clearly, there has been some subcontracting of customer services, leading to crossed wires and misleading information being handed out. ...
Who needs a door handle on a freezer? It’s a ‘cosmetic’ item, says Zanussi image
.... It would be pretty hard to use the machine without a handle so we think most people would agree that it is essential rather than cosmetic. Zanussi is owned by Electrolux, and it told us that “based on the information received, we have reviewed the correspondence between the customer and our customer service representative, and can confirm that, unfortunately, incorrect information was provided. ...
Ebay accused of failing its sellers as fraudulent buyers manipulate the system image
.... The victim made 10 complaints about the abusive messages to eBay which responded by restricting the messages to three a day to each of her three accounts. After her fifth complaint she was advised by customer service to ignore the abuse, which included rape threats. ...
Ikea to create 1,300 UK jobs in three new stores image
Source : Guardian [Read Article] Wednesday 17th of May 2017 10:02:07 AM
.... It also has four small stores. Gillian Drakeford, Ikea’s UK boss, said the new jobs would include 100 at a new call centre near Sheffield as the company attempted to improve customer service both in stores and online. ...
Vodafone reports hefty loss after hit from Indian unit image
Source : BBC [Read Article] Tuesday 16th of May 2017 08:12:13 AM
....9 million remaining, although its broadband business grew to 216,000 households. But Mr Colao insisted that customer services had undergone major changes. ...
A mountain to climb to get Everest to resolve our window issue image
Source : Guardian [Read Article] Tuesday 16th of May 2017 06:00:07 AM
.... TR, Woodford Green. Look at the online reviews for Everest, and while most people who use the firm seem to be happy, a lack of post-installation customer service appears to be a reoccurring experience for some. ...
A new company every week: inside the UK's AI revolution image
Source : Guardian [Read Article] Monday 15th of May 2017 06:00:37 AM
....AI firms are changing how brands engage with customers. SoDash, a UK-based software company founded by Daniel Winterstein and Joe Halliwell in 2011, enables companies to work with social media at scale and is used by brands such as Virgin Trains to analyse messages, prioritise customer service issues and isolate irrelevant social chatter. ...
Which? names Richer Sounds and Toolstation as UK's best-rated shops image
Source : Guardian [Read Article] Saturday 13th of May 2017 07:01:40 AM
....They are not exactly household names, unless you spend your weekends in the shed or fiddling with your surround-sound speakers, but an influential shopper survey has named Toolstation and Richer Sounds as the UK’s most highly-rated shops. The two retailers were ranked joint first, ahead of customer service luminaries Apple and department store chain John Lewis, in the poll of 10,000 shoppers by consumer group Which?. ...
I fear easyJet has cancelled my flights but hasn’t even told me image
Source : Guardian [Read Article] Thursday 11th of May 2017 06:00:41 AM
....“When we make schedule changes there are a number of stages to removing it from the system, which does take some time, so we will only contact passengers on flights once this is complete so they can request the refund immediately. This customer contacted us before the notification had commenced so customer services was unable to inform or assist her,” a spokesman says. ...
Thousands face energy bill hikes of more than £400 this month image
Source : Guardian [Read Article] Wednesday 10th of May 2017 09:01:16 AM
....Moorey said Which? could not support the cap until the government had met five criteria that the consumer group had set out, including ensuring that short-term price reductions are not offset by increases over the long term. The group also said the next government should ensure any price cap does not harm competition, customer service or innovation such as the smart meter rollout and time-of-day tariffs. ...
More food for thought, as a passenger takes BA to court image
Source : Guardian [Read Article] Tuesday 9th of May 2017 06:00:53 AM
. Last month I aired the ire of a reader who had been subjected to BA’s newly “improved” customer service. ...
Proptech: the businesses transforming the housing market image
Source : Guardian [Read Article] Monday 8th of May 2017 06:00:55 AM
....5% of this market would be worth £50m in turnover,” he predicts. “Our plan is to chip away at this market by going against the status quo, and championing good customer service. ...
Hello Arizona   image
Source : BBC [Read Article] Thursday 4th of May 2017 11:27:10 PM
.... . Forty minutes south, insurance giant State Farm hired about 2,000 people in 2016 and expects to bring on a similar number this year, in roles such as customer service, sales and IT, said Naomi Johnson, a State Farm public affairs specialist. ...
Burberry to relocate 300 jobs from London to Leeds image
Source : BBC [Read Article] Thursday 4th of May 2017 05:04:20 PM
....Burberry, best known for its trench coats and distinctive checks, described the relocation as an "important move". The Leeds office will bring together teams from finance, HR and procurement, as well as some customer service and IT roles. ...
United Airlines CEO calls passenger's removal a 'mistake of epic proportions' image
.... United’s president, Scott Kirby, joined Munoz at Tuesday’s hearing, along with top executives of American Airlines, Alaska Airlines and Southwest Airlines. The House transportation committee chair, Bill Shuster, a Pennsylvania Republican, said United and other carriers should use the notoriety of Dao’s removal to improve customer service. ...
Green heating system accused of causing 'fuel poverty' image
Source : BBC [Read Article] Sunday 30th of April 2017 12:47:23 AM
.... . She said: "It's been riddled with issues, from intermittent hot water and heating, a number of outages, to concerns around high estimates bills, customer service and technical faults. ...
Taylor Wimpey to pay up to £130m to settle ground rent scandal image
Source : Guardian [Read Article] Thursday 27th of April 2017 11:35:12 AM
....Taylor Wimpey is to pay out up to £130m to buyers of some of its new-build leasehold properties, which were rendered near-worthless after homeowners found themselves trapped in spiralling ground rent contracts. In a statement issued at its AGM, the housebuilder said a review of the contracts, in which the ground rent doubles every 10 years, found they were legal but “not consistent with our high standards of customer service and we are sorry for the unintended financial consequence and concern that they are causing”. ...
Officer says he used 'minimal but necessary force' on United passenger image
Source : Guardian [Read Article] Wednesday 26th of April 2017 01:17:16 PM
....All three officers remain on paid leave while the incident is investigated. Aviation department policy calls for its officers to not board planes to handle customer service issues, according to officials. ...
Santander chief warns on 'changeable' UK economy image
Source : BBC [Read Article] Wednesday 26th of April 2017 10:31:49 AM
.... First-quarter figures a year earlier were also flattered by a flurry of buy-to-let borrowers aiming to beat April's stamp duty increase for second homes. The bank said it would "continue to focus on customer service in what remains a highly competitive market". ...
Tory energy bill cap dents Centrica and SSE share prices image
Source : Guardian [Read Article] Monday 24th of April 2017 09:05:46 AM
....Iain Conn, Centrica’s chief executive, reacted to the the Tory campaign pledge by arguing it would hinder rather than help consumers. “Price regulation will result in reduced competition and choice, stifle innovation and potentially impact customer service,” he said. ...
Virgin Trains refused to refund £293 after I forgot my railcard image
Source : Guardian [Read Article] Monday 24th of April 2017 05:59:04 AM
.... I was asked again to email scans of the tickets. In early March I was contacted by customer services, apologising for the delay and saying claims had to be made within 28 days at a Virgin-managed station. ...
Tory price promise image
Source : BBC [Read Article] Sunday 23rd of April 2017 01:59:35 PM
....Iain Conn, chief executive of Centrica, which owns British Gas, said the UK energy market was highly competitive, with more than 50 suppliers. "Price regulation will result in reduced competition and choice, stifle innovation and potentially impact customer service," he said. ...
General election 2017: Tories to pledge energy bill cap image
Source : BBC [Read Article] Sunday 23rd of April 2017 11:10:39 AM
....Iain Conn, the chief executive of British Gas parent company Centrica, agreed that a highly competitive market was the best outcome for consumers. He said: "Price regulation will result in reduced competition and choice, stifle innovation and potentially impact customer service. ...
As more buy clothes online, Walmart eyes a piece of the action image
Source : Guardian [Read Article] Saturday 22nd of April 2017 11:00:12 AM
....”. In lower Manhattan, a store associate explained that by not worrying about back-of-house stuff like inventory they can focus on customer service. ...
Which? survey reveals best and worst UK broadband providers image
Source : Guardian [Read Article] Friday 21st of April 2017 06:00:11 AM
. The biggest broadband providers are failing on basic customer service, speed and reliability – with TalkTalk and BT named as the worst suppliers – according to a survey by consumer group Which?. ...
Debenhams jobs at risk as stores close in 'social shopping' shakeup image
Source : Guardian [Read Article] Thursday 20th of April 2017 09:18:15 AM
....”. Debenhams, which employs 30,000 people, said it was moving 2,000 staff from back office roles on to the shopfloor in a bid to improve customer service. ...
TalkTalk and BT rated worst for broadband in Which? survey image
Source : BBC [Read Article] Wednesday 19th of April 2017 11:02:09 PM
....They scored 38% and 45% respectively with their customers, while Sky (48%) and EE (49%) came close behind them in the Which? survey of 1,800 people. Frequent price rises, connections that drop, unreliable speeds and "woeful" customer service all contributed to the scores, the consumer group said. ...
The Guardian view on apprenticeships: an invitation for employers to cheat | Editorial image
.... Experience has surely shown by now that setting a target, generating the cash, and launching the scheme before systems of monitoring and assessment are up and running is an open invitation for employers to cheat. So there is nothing to stop them, say, rebadging existing training or other professional development programmes, or offering low-skill apprenticeships in business administration or customer service. ...
Wiggle is wriggling out of responsibility for faulty folding bicycle image
Source : Guardian [Read Article] Monday 17th of April 2017 06:00:15 AM
.... KM, Lichfield. Wiggle is the Amazon of the cycling world – only better – and Consumer Champions can report from personal experience that the customer service is usually second to none. ...
United Airlines changes policy after 'horrific' passenger ordeal image
....It comes after passenger Dr David Dao lost two front teeth and suffered a broken nose when he was forcibly removed from a flight last Sunday. United Airlines said the move was aimed at improving its customer services. ...
United Airlines changes crew flight policy after forcible removal fiasco image
....The airline said it would ensure that off-duty crew travelling on its aircraft were allocated seats at least one hour before departure to avoid customers being turfed off flights after boarding. The new rules come as pressure mounts on United to improve its customer service record. ...
Strikes announced on Virgin Trains East Coast and Arriva Rail North image
Source : Guardian [Read Article] Thursday 13th of April 2017 08:53:49 AM
.... We’ve already completely refreshed our entire fleet of trains with all-new interiors, and next year we will have our groundbreaking Azuma trains coming into service. “Alongside more modern trains, we want a modern customer service proposition – one that focuses firmly on the customer. ...
EE sent me to Coventry when I told them I was moving to Russia image
Source : Guardian [Read Article] Thursday 13th of April 2017 06:00:18 AM
....I have called, written and emailed, and still money is being taken from my account to pay for a service that does not exist. Every time I call the customer service line, the reps promise to call back but never do. ...
Expert help for gardens on a budget, plus the older expats facing poverty image
Source : Guardian [Read Article] Wednesday 12th of April 2017 02:07:41 PM
....The experts’ guide to making your garden bloom on a budget. It was DFS customer service that didn’t measure up. ...
Tesco full-year pre-tax profits hit by fine image
Source : BBC [Read Article] Wednesday 12th of April 2017 06:37:34 AM
....Tesco chief executive Dave Lewis said the results showed "another solid year of progress" at the supermarket giant. "The very pleasing thing is that on every dimension of customer service we've had positive feedback from customers of the service that we're giving, and that's allowed us to drive an improvement in both sales and indeed profitability," he told the BBC's Emma Simpson. ...
Great Western Railway's refund was way overdue image
Source : Guardian [Read Article] Wednesday 12th of April 2017 06:00:27 AM
.... GB, London. GWR blames improvements to its customer services for your four-month saga. ...
Flyer beware: why the customer isn't always right at 40,000ft image
Source : Guardian [Read Article] Tuesday 11th of April 2017 05:03:37 PM
.... However, he adds: “It is not a perfect science, which means when it goes wrong it needs to be handled sensitively. ” This is where United, a so-called full-service airline that tries to offer a level of customer service superior to that of budget rivals, could suffer lasting reputational damage. ...
It was DFS customer service  that didn’t measure up image
Source : Guardian [Read Article] Tuesday 11th of April 2017 06:00:20 AM
....DFS has issued a full refund for £454 (which you have accepted) on the grounds there was some “miscommunication”. It says: “We take customer service extremely seriously. ...
Tesco to report a return to financial health image
Source : Guardian [Read Article] Sunday 9th of April 2017 04:14:41 PM
....While analysts believe profits from Tesco’s overseas chains will miss expectations, that will be countered by a recovery in the UK, which is the retailer’s biggest and most lucrative market. The retailer has won back disillusioned British shoppers by focusing on lower prices, improving customer service and making sure its shelves are full. ...
Wonga data breach could affect nearly 250,000 UK customers image
Source : Guardian [Read Article] Sunday 9th of April 2017 11:33:39 AM
....The lender, which offers loans at interest rates starting at 1,286% a year, became aware of a problem last week but did not realise until Friday that data could be accessed externally. It alerted the authorities and started to contact borrowers on Saturday to make them aware of the problem, and give details of a dedicated customer services phone line for those affected. ...
Virgin couldn’t find Anytime at all for us to book a balloon flight image
....It adds that its weekend flights are “for obvious reasons our most popular and do get booked up very quickly. However, our customer service team is on hand seven days a week, all year round, to help any passenger struggling to find a date that works for them. ...
Online shopping and the plight of delivery workers: share your experiences image
....With the world’s four biggest online markets – the UK, US, China and Germany – projected to double in size in three years to a total value of £645bn by 2018, the delivery industry has become a fiercely competitive market. From fast-food couriers protesting paltry pay rates to delivery workers being charged for calling in sick, workers’ rights are seemingly often ignored in the quest for faster, cheaper customer service. ...

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