Campaigns | Premium rate customer lines

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Two of the biggest banks to scrap high rate phone numbers

In a positive response to our Costly Calls campaign, Barclays, Barclaycard, Natwest and RBS have all announced that they will be offering a freephone or basic rate number for all their customer helplines.

This is great news for our 60,000 campaign supporters, and we applaud them for being the first to drop costly calls and we want others to follow their example.

A tipping point for banks

Our executive director Richard Lloyd said:

'With two of the biggest banking groups now leading the way by offering freephone or geographic numbers, we hope this is a tipping point for the banking sector - there's really no excuse for other providers not to follow suit.'

Financial firms use costly numbers

Four in ten people prefer to call financial firms with an enquiry, and yet our research found that nearly three quarters of the phone numbers used by financial firms for customer service or complaint lines are 084 or 087.

We looked at phone numbers used by companies for everything from current accounts to credit cards and found that 177 out of 242 customer service or complaint lines used pricey numbers.

That’s wrong – you shouldn’t have to cough up for costly calls to make a complaint. We want the Financial Conduct Authority to act now in order to put an end to costly calls in this sector.

If you think it’s wrong that you have to pay through the nose to call your bank or mortgage provider, sign our petition and tell your friends and families to do the same.

Read more and have your say.


GPs told not to use pricey 084 phone numbers

NHS England has told GPs to stop forcing patients to call expensive phone lines.

40,000 supporters for our Costly Calls campaign!

In just over four days, our Costly Calls campaign has reached an impressive 40,000 signatures! Thank you very much to our 40,000th supporter Michael, and everyone else who has signed our petition so far.


Government to review use of costly phone lines

The government's use of costly phone numbers like 0845 and 0870 will be reviewed to save consumers money.
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