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4 Map 24 consu mer research Orientate yourself, plan your evening’s Our surveys reveal the issues at the entertainment and even get your hair cut forefront of consumers’ minds 6 welcome to 26 power to the people birmingham Which? research shows that many Where to go and what to do if you find consumers are unhappy about energy yourself with a spare hour or two prices. Here’s how we’re helping them 8 the good food guide 28 the future of banking From tasty trattoria fare to a restaurant in Last December we brought banks, MPs a Victorian eye hospital and Glynn Purnell and the public together for a debate, with of TV fame, The Good Food Guide has it all our Future of Banking Commission 10 which? local 30 health Go native with our local recommendations From NHS dentists to hospital parking, – from where to find the best coffee, to country-of-origin labelling to food health getting cars, shoes and laptops repaired claims, we’re campaigning on your behalf 14 how to sleep cheap 32 double trouble Which? Holiday shares its wisdom on how We asked four double glazing companies to use a range of booking sites to get the to quote our undercover researchers for best accommodation deals new windows. Read what happened 16 when trains go bad 34 political apps Leaves on the track? Cows on the line? Whether you have an iPhone, BlackBerry We explain your rights when it comes to or an Android, we’ve unearthed apps that delays and claiming compensation we think you may find useful 18 which? legal service 36 an eye on the ipad Where do you stand when your hotel A viable alternative to a laptop, or a isn’t up to scratch, your dinner comes out glorified ebook reader? We cast an expert frozen and the dry cleaner ruins your suit? eye over the iPad and give our verdict 20 10 survival tips 44 20 travel products How to get the most out of the party We round up 20 of the newest and best conference, go to the best parties and products to take the pain out of working wangle a few freebies for good measure away and travelling in general 22 meet the minister 46 more about which? We talk to Mark Prisk MP, Minister of How we help make consumers as powerful State for Business and Enterprise as the organisations they interact with
2 | www.which.co.uk did you know? This year, nPower and Eon have launched contents new and improved energy bills following Which? feedback
Welcome
Which? was started more than 50 years ago by a volunteer group working out of a garage in London’s Bethnal Green. Today, Which? is a household name, the UK consumers’ champion and the largest national consumer organisation in Europe, with over 700,000 politically engaged members. More than 90% of our members voted in the 2010 General Election, compared with a national average turnout of 65%. Here, for the Conservative Party Conference, we share with you some of the fantastic work we do to make consumers – that’s YOU – more powerful and to create positive change on their behalf. In the current economic climate, and with our new coalition government having just taken office, making the consumer voice heard is more important than ever. It’s not rocket science; ever since Which? was founded in 1957 we have known that keeping consumers happy is a win-win formula for consumers, business and government alike. I hope you enjoy this unique edition of Which? produced specially for the 2010 party conference season. It seeks to bring together the best of Which? so that not only is it useful to you at the party conference but also tells you a little about the enormous range of work we do and the issues we are working on. We’d love to hear your feedback, so feel free to email us at [email protected]. Or join the Which? Conversation at www.whichconversation.co.uk, where you can have your say on the stories we cover.
Peter Vicary-Smith Chief Executive
Which? Party Contacting Which? at Party Conferences Conference Guide 2010 Editor Mark McLaren The Which? Advocacy team is attending all the main party Production editors conferences. During the week, you can contact us by: Mike Agate emailing us at [email protected], or ringing our Joanna Bregosz office on 020 7770 7214. Alternatively, as we’ll be speaking Sub-editor Cathy Relf at or attending a number of fringe events to make sure the Design Kelly Adams Danny Coope consumer voice is heard loud and clear, keep an eye out Printing Charterhouse for us around the conference centre. Print Management Charity no. 296072
www.which.co.uk | 3 your guide to birmingham
want to become a which? member? Simply call 01992 822885 and quote WOCAM2 today you each week with details of the new reviews on the to try Which? for just £3. We’ll send you a copy a site. Plus, as part of a limited special offer, you will month for three months, during which you’ll have have access to consumer advice from our Which? unlimited access to reviews of thousands of products Legal Service, where qualified lawyers are ready to and services on www.which.co.uk. We’ll also email advise you on a range of consumer issues.
4 | www.which.co.uk did you know? This year, Which? has helped people mis-sold payment protection insurance win thousands of pounds in compensation
Key
1 Birmingham 11 the malt icc house conference 75 King Edward’s Road centre Broad Street 12 THE BRASSHOUSE 2 C opthorne 44 Broad Street Hotel Paradise Circus 13 FIGARO
3 crowne plaza First floor, Rackhams hotel Department Store Central Square 14 TOWN HALL 4 hyatt coffee BAR regency Town Hall, Victoria Square birmingham 15 maHARAJA hotel 23 Hurst Street 2 Bridge Street 16 5 jurys inn hotel bank 4 Brindleyplace 245 Broad Street 6 novotel 17 cielo 70 Broad Street 6 Oozells Square 7 bir mingham 18 edmunds new street 6 Central Square station 19 Metro Bar & New Street grill 8 bullring 73 Cornwall Street 36 Nelson Street 20 opus 9 birmingham 54 Cornwall Street cathedral Colmore Row 21 purnell’s 55 Cornwall Street 10 BIR MINGHAM MUSEUM AND 22 city cafe ART GALLERY restaurant Chamberlain Square 1 Brunswick Square
www.which.co.uk | 5 welcome TO BIRMINGHAM
irmingham landed firmly on the political map Bwhen it hosted the Conservative party conference in 2008 – its first ever main political party conference. And the city’s political significance was reinforced earlier this year when the Midlands became perhaps the most key electoral battleground in the 2010 general election. Those who were here in 2008 will know how Birmingham’s city centre has changed in just a few short years, with the visit The Malt House, where Bill renowned jewellery and rejuvenation of the Bullring and Clinton enjoyed a pint on a visit metalworking heritage. There St Martin’s Square. The to the city. You won’t be able to are live demonstrations of Birmingham-born-and-bred drink from the same pint glass traditional jewellery making Chamberlain family, grandees though – his bodyguards and visitors can buy locally of the Victorian Tory party, destroyed it afterwards. made designer accessories from wouldn’t recognise their city. For something a little more the museum shop (free entry, Comprising streets, squares, serene, why not pop into the open Tuesday to Saturday open spaces and over 160 shops Cathedral, which boasts a 10.30am to 4pm. Closed and 25 restaurants, the Bullring stained glass window by Sundays and Mondays). links New Street and High Street pre-Raphaelite hero Edward to St Martin’s Church. It’s a great Burne-Jones. Situated in the place to escape the conference peaceful Cathedral Square with For some liquid for some retail therapy or several nearby cafés, it could be refreshment, The simply to watch the world go by. the perfect place for a break. Malt House was For some liquid refreshment The Birmingham Museum where Bill Clinton after a long day at the conference, and Art Gallery is just a short enjoyed a pint stroll from the conference centre and is probably the nicest place for tea and cake in this And if you have some time part of town, not least because on your hands before you head of the chap who regularly home, you could visit Back to soothes visitors with mellow Backs, an atmospheric glimpse tunes on the piano. into the lives of Birmingham’s If you’re into design, a visit to working class residents from the the Birmingham Museum of the 1840s to the 1970s. Guided Jewellery Quarter is essential. tours take you back in time to Voted the best small visitor the visit city’s last remaining attraction in the Enjoy England back-to-back houses, which Awards for Excellence 2010, it is were built around a communal a monument to the city’s courtyard (adult entry £6).
6 | www.which.co.uk did you know? In 2008, following a Which? campaign, Apple agreed to reduce the price of iTunes in the UK to match prices in the rest of Europe
www.which.co.uk | 7 the good food guide says...
Elizabeth Carter EDMUNDS is the consultant editor of The Good 6 Central Square, Brindleyplace, Food Guide B2 2JB Tel: 0121 633 4944 www.edmundsbirmingham.com Modern European, £40 A classy venue, artfully lit, with lots of gentle wood tones and mirrors. Menus are fixed-price, eed a change from with no supplements until conference catering? cheese, and the cooking style is NHere are a few tips from as swish and contemporary as The Good Food Guide 2011. the surroundings. Dishes are built up of many ingredients, BANK but precise presentations and 4 Brindleyplace, B1 2JB sharp flavours ensure that there Tel: 0121 633 4466 is no confusion. An inspiring www.bankrestaurants.com list of quality wines suits the Modern British, £30 mood, with a good glass Bank offers a contemporary selection from £4.75, and a roll twist on traditional dishes. call of fine young clarets for It’s a light, bright space, with those who like to splash out. HOTEL DU VIN & BISTRO a cavernous dining room, an open-to-view kitchen and HOTEL DU VIN & BISTRO Square, with its view of barges terrace areas for when the sun 25 Church Street, B3 2NR and geese. Steve Love’s shines. House wine is £15.50. Tel: 0121 200 0600 contemporary cooking is www.hotelduvin.com underpinned by classic CIELO European, £35 techniques, and dishes are 6 Oozells Square, Brindleyplace, You can be sure of interesting intricate and created from B1 2JB Tel: 0121 632 6882 architectural heritage at the high-quality raw ingredients. www.cielobirmingham.com various Hotel du Vin branches, The wine list is bursting at the Italian, £30 and Birmingham’s is located in seams with quality, including This straightforward and stylish a Victorian eye hospital. The plenty of choices below £25. Italian deals in familiar trattoria menu combines classics with food without frills. Dishes are modern brasserie offerings. METRO BAR & GRILL comforting and uncomplicated Wines from the famously 73 Cornwall Street, B3 2DF rather than groundbreaking: a extensive list are as opulent Tel: 0121 200 1911 starter of king prawns sautéed here as ever, from £14. www.metrobarandgrill.co.uk with white wine, chilli and garlic Modern British, £23 butter (£11.95) may be followed LOVES RESTAURANT Despite its imposing Victorian by veal osso bucco, creamed The Glasshouse, Canal Square, façade, this city-centre bar and potatoes, Savoy cabbage and B16 8FL Tel: 0121 454 5151 restaurant is a friendly, bustling tomato sauce (£16.95). Finish www.loves-restaurant.co.uk and contemporary place. Walk with lemon polenta cake, lemon Modern British, £39 through the buzzy bar to the and lime curd and lemon sorbet A five-minute walk from conservatory-style dining room (£4.95). Wines from £14.95. bustling Brindleyplace, Loves is with its mirrored wall, dark blue The restaurant is open all week. located in the quieter Canal banquettes and vibrant modern
8 | www.which.co.uk Find out more about the Good Food Guide at: www.thegoodfoodguide.co.uk
OPUS METRO BAR AND GRILL
LOVES
art. The menu is seasonal and ground floor of an office block PURNELL’S frequently changes, but you’ll into a comfortable, welcoming 55 Cornwall Street, B3 2DE always find it stuffed with tasty place. Staff maintain an Tel: 0121 212 9799 modern classics and a healthy impressive work rate to ensure www.purnellsrestaurant.com dose of comfort factor. House things go smoothly, and the Modern British, £42 wine costs £14.95. cooking draws on well-chosen TV seems to have worked a treat local sources including for Glynn Purnell and his arty OPUS Birmingham’s fine fruit and veg restaurant in the financial 54 Cornwall Street, B3 2DE market. The cooking pleases district. At times it’s as kitschy Tel: 0121 200 2323 with its simplicity and depth of as a kid’s party, but there is also www.opusrestaurant.co.uk flavour, and desserts usually hit serious skill and a feel for the Modern British, £35 the spot. The French-led wine culinary mood of the times. The stylish, understated design list comes at mostly manageable France leads the way on the has turned what was the lower prices from £14.50. wine list, which starts at £19.95.
the good food guide 2011 – special offer Our recommendations are taken from The Good Food Guide 2011, which includes reviews of the best restaurants, pubs and cafés in the UK. Entries are based on reader feedback and inspections are carried out anonymously. To order your copy at the special offer of £8.50 plus £2.97 p&p (usually £16.99), call 01992 822800 and quote GFGPC11. The offer is available until 15 October 2010, by phone only.
www.which.co.uk | 9 members’ recommendations
Pete Tynan heads up Which? Local and has worked at Which? for 14 years
uzzing Birmingham. Over a million people, ‘city of Ba thousand trades’ and home to the Balti Triangle. All of which means you’re spoilt for choice. Trouble is, choice can be overwhelming and time consuming, especially on a busy day at the party conference. Cue Which? Local. Set up in 2007 in response to consumer demand, Which? Local’s unbiased, personal reviews for all kinds of local businesses take the headache out of finding a reliable trader. There are 10,000 reviews in the Midlands alone. From locals’ favourite restaurants to a safe pair of computer-geek hands to fix your laptop, you’ll find it on Which? Local. All the reviews are made by Which? members and moderated by Which? staff, so of beers and lagers and an Dine alfresco or inside at this you can take our advice with extensive menu including full award-winning modern total peace of mind. meals and bar snacks,’ says one European restaurant. One member. And amid the dark member describes it as having Restaurants panels and gleaming brasswork ‘delicious food, beautifully The Brasshouse you might even spot a celeb presented, highly recommended’ 44 Broad Street, B1 2HP from the nearby ITV studios. – and it’s barely a stone’s throw Tel: 0121 633 3383 from the conference hub. Trader Rating wwww City Cafe Restaurant, Trader Value wwww City Inn Birmingham Maharaja After a long day at the conference, 1 Brunswick Square, B1 2HW 23 Hurst Street, B5 4AS unwind indoors or canalside at Tel: 01216 431 003 Tel: 01216 222 641 this casual bar and restaurant in www.cityinn.com www.maharajarestaurant.co.uk a converted foundry. ‘The Trader Rating wwwww Trader Rating wwwww Brasshouse offers a wide range Trader Value www Trader Value wwww
10 | www.which.co.uk did you know? In 2007, following a Which? campaign, the Scottish Legal Complaints Commission was set up
Consistently good food and Trader Rating wwww Town Hall Coffee Bar standards offered for over 30 Trader Value wwww Town Hall, Victoria Square, years under the same An Indian ‘pure vegetarian B3 3DQ ownership’ says one Which? restaurant and sweet centre’, Tel: 0121 200 2000 member of this restaurant Jyoti offers a massive choice of www.thsh.co.uk offering North Indian dishes. 15 starters and 72 main courses Trader Rating wwwww ‘Decor, ambience, service, plus as well as a sizeable list of rice Trader Value wwwww excellent cuisine in good accompaniments and sundries. Need a break from the quantities make this first class,’ And then there’s the sweet conference frenzy? Duck into says another. Ideal for taking menu. One member says: the Town Hall Coffee Bar for your mind from conference ‘The menu is extensive and what one Which? member woes to another continent. even appeals to non vegetarian assures us is a ‘very good friends. For an unusual starter, cappuccino’. Take advantage of jyoti’s vegetarian try their scrumptious Mojo their special offers on a 569-571 Stratford Road, B11 4LS chips made of cassava and selection of baked goods and Tel: 0121 766 7199 served with tamarind sauce.’ you’ll be recharged in no time.
try which? local – free We want you to have the chance to see Which? Local in action, so we’re giving you free access to the entire site until the end of October. Simply visit www.local.which.co.uk, enter [email protected] in the email address field and conference as the password. You can even leave your own reviews.
www.which.co.uk | 11 members’ recommendations barber tiring. Pop into this ‘polite, Figaro honest and excellent shoe First floor (within Rackhams repairer’. This family-run firm department store), Corporation has been pleasing the feet of Street, B2 5JS Birmingham since the 1960s. Tel: 01212 361 281 Trader Rating wwwww PC REPAIRS Trader Value wwww Discovery PC Pop in and ask for Pasquale – 240 Court Oak Road, B32 2EG he’s ‘the most professional and Tel: 01214 262 225 capable barber I have known’, www.discoverypc.co.uk says one Which? member. Trader Rating wwwww Where better to snip you into Trader Value wwwww shape before your next meeting? Why does technology always seem to fail just when you need GARAGE it most, such as when you’re Swallow Garage about to file your daily report? 11 Well Street, B19 3BG This ‘fast, efficient, personalised Tel: 0121 554 2830 service’ will bring your laptop Trader Rating wwwww back from the brink in no time. Trader Value wwwww Car trouble is the last thing you TAXI need when you’ve got so much Great Barr Cars in need of a reliable dentist, this else to concentrate on. Should Unit 22C, Paper Mill End one is just a stone’s throw away. your motor need seeing to, try Industrial Estate, B44 8NH One member says: ‘I have every this father and son team. They’ve Tel: 0121 258 7777 confidence in Steve and Nina been satisfying Which? members Trader Rating wwwww Waddell and recommend them for years, winning praise for Trader Value wwww unreservedly.’ their honesty and even keeping Need a ride? why not give Great one car roadworthy until its Barr Cars a call? One Which? GROCERS 19th birthday. member has used them for Beacon Farm Shop years, and said: ‘On the last Beacon Farm, Pinfold Lane, SHOE REPAIRS occasion, the driver was Aldridge, Walsall, WS9 0QS Howards of Harborne particularly helpful in returning Tel: 01213 667 199 109 Grove Lane, Harborne, a jacket which we left in the car Trader Rating wwwww B17 0QT on the outward trip.’ Trader Value wwww Tel: 0121 428 3400 If you fancy having a quick Trader Rating wwwww Dentist picnic in your room, or you Trader Value wwwww S.P.J & N.E Waddell simply need to get some Shabby shoes could leave a 38 Harborne Road, B15 3HE groceries before you head less-than-favourable impression Tel: 0121 454 3591 home, the Beacon Farm Shop on all those people you’re Trader Rating wwwww has been tried, tested and encountering this week. Besides, Trader Value wwww recommended by two Which? there’s nothing like uncomfortable Toothache can cause great members. One described the footwear to make running discomfort, especially when shop as having ‘consistently between meetings even more you’re trying to work. If you’re high-quality produce’.
12 | www.which.co.uk Want further information? Visit: www.local.which.co.uk
HOTEL beautician tailor Arden Hotel & Leisure Club 45 Chad square Tailor Made Coventry Road, Bickenhill, Hawthorne Road, B15 3TQ Goodwood House, 242 Court Solihull, B92 0EH Tel: 01214 540 505 Oak Road, B32 2EG Tel: 01675 443 221 Trader Rating wwwww Tel: 0121 428 2270 Trader Rating wwww Trader Value wwwww Trader Rating wwww Trader Value wwww If you need your nails or your Trader Value wwww Need a place to stay tonight? eyebrows tidying up, or just Dropped a hem, split a seam or Arden Hotel & Leisure Club is a fancy a bit of pampering, try spilt some wine? Don’t panic, short drive away but well worth this place. One Which? member give Tailor Made a call. it. One Which? member said: said: ‘the owner is charming and ‘Excellent small business, ‘We have always found the hotel always very cheerful. I feel a especially the altering side,’ said immaculate. Accommodation million dollars when I cpme one member. ‘Cleaning prices excellent, food second to none.’ away. I recommend it to all. cheaper than larger outfits.’
how to register If you subscribe to Which?, you can register free for Which? Local. If you’re not already a Which? member, you can get instant access for just £1 by joining www.which.co.uk. This will allow you to read thousands of reviews for products and services, as well as get access to Which? Local – featuring thousands of reviews for reliable local services across the UK.
www.which.co.uk | 13 how to keep your sleep cheap
14 | www.which.co.uk Want further information? Visit: www.which.co.uk/holiday
Amanda Diamond The biggest individual the booking sites would is deputy editor saving we found was for the have saved us money. For at Which? Holiday. Her investigations Rocco Forte Lowry Hotel – three hotels, laterooms.com range from car Manchester’s first five-star would have been more hire problems to flight cancella- hotel. Going direct with the expensive than going direct. tions and claims hotel would have cost £947 The Jurys Inn, Liverpool, for compensation for two people staying three bucked the trend. Its direct nights, compared with just room rate for our designated £394 if you booked via break was £50 cheaper than Did you get a good deal on octopustravel.com. with the booking websites. your hotel, or are you paying We also identified a through the nose? We hope significant saving for the Which? Holiday Says the former, but if not, here’s Hilton hotel in Liverpool. Our Although hotel booking how to cut the cost in future. break would have cost £273 sites can offer some great Paying for your hotel through hotels.com, with savings, don’t always rely on accommodation through a breakfast included. However, just one. We found that booking website could save if bought from the Hilton some websites were you nearly £400 website, it would have cost actually more expensive compared with £267 for our room, plus than the hotel itself. Prices going directly £119.70 for breakfast (that’s varied between the different to the £19.95 per person per day) booking sites, so allow for – a total of £114 more than this in your search. As a rule, with the booking website. it’s best to search a number In Birmingham, for the of these sites and then Copthorne Hotel we found check the hotel website just all the booking sites to make sure you’re getting were cheaper than the best possible deal. booking directly with the hotel – though the savings one to consider were smaller, at around £25. A good starting point is Overall we found the room Hotelscombined.com, which hotel. A recent rates were cheaper via a searches multiple booking investigation* by booking website for eight of sites and presents you with Which? Holiday found that the 15 hotels in our study, a list of results. We didn’t savings of between £25 and while for six hotels there include it in our study £394 could be made by was no difference between because you can’t actually booking though designated the cheapest booking site book through it. Instead you booking sites rather than and the hotel’s website. click to be directed to the the hotel’s own website. And we found that not all relevant booking site.
* In our comparison we looked at 15 city centre hotels within easy reach of the conference centre – five in each party conference city. We checked prices on four booking websites – booking.com, octopustravel.com, hotels.com and laterooms.com. We compared prices on the booking sites with those advertised by the hotels themselves for a booking for a standard room for two adults for a weekend in August. The research was conducted in June 2010.
www.which.co.uk | 15 late train? how to complain
Rochelle Turner, head of research for Which? Holiday, regularly appears in the media advising consumers
ost of us will have experienced a mdisrupted rail journey at some point in our careers. Delays, whether they be caused by leaves on the track or by industrial action, can make for frustrating rail travel. Hopefully you haven’t experienced any major delays on your way to this conference – but if you were, what could you expect by way of compensation if you missed the fringe meeting you were due to speak at? Unfortunately there is no straight answer. Industrial action and strikes are often deemed to be outside the operator’s control, so there is no obligation to pay out for delays or cancellations. Problems caused by planned maintenance work, or where the delay was announced before you bought your ticket, are also usually exempt. But, there are, of course situations when the operator is to blame for a disruption. WHICH? TIP SPLIT TICKETING Here’s a tip for next time you Savings of between £7 and involves buying a combination take a train: you could save £32.80 could be made on a of tickets for a journey. This is more than £30 on rail travel by single fare – depending on fine, as long as the train stops purchasing two tickets instead the destination – by buying at the stations on the tickets. of one for a same-day journey, two tickets instead of one. For example, our fare from Which? Holiday has found. ‘Split ticketing’, as it is called, London Paddington to Swansea
16 | www.which.co.uk did you know? A new independent regulator, the Legal Services Board, has been set up in England and Wales, following a Which? campaign
In these instances, minimum If you wish to claim a refund set up to protect the rights of compensation levels have been or compensation for a delay, passengers. It covers domestic set out for rail companies, with contact the operator in the first rail, bus and coach services. For some companies even exceeding instance. If you’re not happy London rail services you can the guidelines. The basic rule of with the way they deal with contact London Travel Watch thumb for compensation where your claim, there are several (www.londontravelwatch.org.uk). the operator is to blame for a organisations you can contact Sponsored and funded by the disruption is: if the delay is over for assistance in taking things London Assembly, this official an hour you are entitled to a further. Passenger Focus watchdog represents the refund of 20% of a single fare (www.passengerfocus.org.uk) interests of transport users in and 10% of a return fare. is an independent public body and around the capital.
COMPENSATION RIGHTS FOR MAJOR TRAIN COMPANIES When is refund How HOW LONG How much? due? paid? TO CLAIM 30-59 minute delay 50% of single or 25% of return fare Cross National Rail Country 1-2 hour delay 100% of single or 50% of return fare Within 28 days Vouchers (Arriva) 2+ hour delay 100% of ticket purchased
30-59 minute delay 50% of single or 25% of return fare East National Rail Midlands 1-2 hour delay 100% of single or 50% of return fare Within 28 days Vouchers Trains 2+ hour delay 100% of ticket purchased
1-2 hour delaya 25% of single or 12.5% of return fare Virgin National Rail Within 28 days Trains 100% of single or 50% of return fare Vouchers 2+ hour delay (complimentary refreshments also offered on delays over 1 hour) Northern National Rail 1+ hour delay 50% of single journey Within 28 days Rail Vouchers a 45 mins on London to Birmingham/ Wolverhampton services
would have cost us £93.50. Train companies don’t can ask to split your ticket. But, if we instead bought a always tell you about split We say check this out for single from Paddington to ticketing because they’re not your return journey from the Swindon and another from obliged to. But if you know party conference this year Swindon to Swansea, it where your train will stop en – and indeed for any future would have cost just £61. route to your destination, you train journeys you make.
www.which.co.uk | 17 know your rights
Peter McCarthy you read before making the that item. You can order of Which? Legal Service advises booking. If it doesn’t, you could another dish (and pay only for Which? members have a claim against the owners the replacement), or deduct the on a wide range of consumer is- for misrepresentation and cost of the rejected dish from sues, and is often breach of contract. If your room the bill. Food of a poor standard quoted in the is noisy, unclean or not up to – for example part-frozen or media the advertised standard, burnt – can also be rejected, but complain to the manager you’re not entitled to your whole ou haven’t come to the straight away. If the problems meal for free if only one dish is conference to have a bad persist, ask to be moved to a poor. Nevertheless, a decent Y time – but what are your different room, if that’s possible. restaurant may well offer this. rights if things go wrong? As a last resort you could move If you are told about a Here we take a look at some hotel and claim back the extra compulsory service charge, you things that you might have cost you incur in doing so. must pay it, unless the service cause to complain about while was very poor, in which case here and what you can do about you can refuse some or all of it. it. For more detailed advice, If the charge is not clearly including other matters such as shown you are within your your rights when paying by rights not to pay it. credit card, take a look at our website www.which.co.uk. Dry Cleaners Upon collecting your dry Accommodation cleaning, you find your suit Disappointed by your trousers and jacket are now conference hotel? What different shades. Where do can you do? you stand? We all know that accommodation Restaurants The Supply of Goods and at party conferences varies You’ve booked a special Services Act 1982 (common law greatly in quality and can be dinner for your constituency in Scotland) requires any trader hard to find, but wherever you association – but the meal is providing a service to do so stay, it should match the awful. What can you do? using ‘reasonable care and skill’. brochure or website description When you book a table or sit In addition, any materials they down to eat, you enter into a use, such as the cleaning agent, contract with the restaurant and have a right to expect a certain standard of service. Having said that, you shouldn’t, of course, expect fine-dining levels of service from a burger joint. If the food is not ‘as described’, the restaurant is in breach of contract. If you were tempted in by the promise of ‘freshly caught fish’ but are served something frozen, you have the right to reject did you know? In 2008 restrictions were introduced to stop adverts for unhealthy food during children’s TV programmes, following calls from Which?
if goods aren’t fit for purpose, you can reject them and ask for a refund must be of ‘satisfactory quality’ and ‘fit for purpose’. If either falls below standard you can claim for any damage caused. A word of caution though: it’s always possible that the problem was with the garment itself and your rights if goods you buy If you agreed a fixed price with the dry cleaner may dispute aren’t up to standard? the taxi company, you should having done anything wrong. The Sale of Goods Act 1979 not be charged extra and you states that goods sold by a could hold the company to the Buying goods trader must be of satisfactory quoted price. If, however, no Having had your suit ruined quality and fit for their purpose; price was agreed, you do still at the dry cleaner, you find if they aren’t, you can reject have some backup. The Supply yourself shopping for a them and ask for your money of Goods and Services Act 1982 replacement. So what are back. If you prefer, you can ask (common law in Scotland) the seller to replace a faulty states that only a ‘reasonable item. While in theory you could price can be charged’; this is ask for the item to be repaired, usually the market rate for the this option is unlikely to appeal particular area. You could find – particularly if you need the out what this is by getting suit for a function that evening. quotes for the journey from other taxi companies. If the Taxis driver won’t reduce the fare You book a taxi to get from they are asking for, you could your hotel to the conference pay the full amount ‘under venue, but rather than the £5 protest’, making it clear that you quoted, you are charged £20. are reserving the right to claim Do you have to pay? back the extra you’ve had to pay.
NEED MORE ADVICE? Need more advice on taking action or just want to know more? Which? Legal Service offers unlimited professional legal advice by telephone from experienced lawyers at unrivalled value. Membership is like having your own team of lawyers to help you. We exist only to help you exercise your rights. Find more information about subscribing at www.whichlegalservice.co.uk. Service
www.which.co.uk | 19 10 conference survival tips
Mark McLaren is principal advocate at Which? and a veteran of almost 30 party conferences over the past 15 years
or political anoraks, being at a party conference is Flikely to be the foremost networking event of the year. But the many non-politicos who attend can also get a lot out of the experience. So, whether you are a party member, diplomat, corporate visitor, international guest, exhibitor, café or security staff member, or even a journalist – and whether you are a virgin attendee or coming along for your 50th visit – here are 10 Which? top tips to help you survive the week.
PLAN YOUR DAY 1 Plan your day by looking If you need a bag for all those QUIET TIMES at the daily ‘what’s on’ guide. leaflets and magazines you pick 3 Mid-morning and The official conference guide up (including this one), then mid-afternoon, before the rush will have been printed weeks head to one of the exhibitor to fringe meetings, tend to be ago so won’t be bang up to date. stands. If your mobile phone is quieter times of the day, so grab (That’s why we haven’t been able running low on battery and you your opportunity to check out to make any recommendations don’t have your charger, don’t The Good Food Guide’s in this guide on must-do fringe panic – you can pop into the recommended restaurants, and events, floor debates or evening exhibition centre, where some Which? Local members’ parties). And of course of the exhibitors will allow you favourite pubs. Here you are in remember that the guide won’t to top up your battery. And you a vibrant city, so why not pay a list the best events such as the really don’t need to lug around a visit to the Birmingham receptions hosted by the big laptop, as the conference centre Museum of the Jewellery media companies. internet cafés can step into the Quarter? Or, if you’re very breach if necessary – or perhaps dedicated, the morning is also a PACK LIGHT you already have an iPad or a good time to visit the exhibition 2 Given that security will be netbook anyway. Look smart, stands. Autograph hunters can tight at the conference centre, dress for the occasion – and be follow the political VIPs as they pack light for the day ahead. sure to wear comfortable shoes. take their organised tours.
20 | www.which.co.uk did you know? In 1964, electric blankets were made safer after Which? ran a campaign
the conference hall freebies 5 Though the heart of 8 Exhibitors are a ready conference has shifted from the source of badges, magnets, conference floor, don’t miss out pens, sweets and other freebies, on visiting the actual conference which can be especially handy hall where you can soak up the for those with children. Oh, atmosphere if you have a pass and of course they can also that gives you hall access. If not, brief you on whatever it is they listen into the Leader’s Speech are promoting. on the big screens around the centre (the political version of WATER Wimbledon’s Henman Hill/ 9 Drink plenty of water. Murray Mount). Avoid buying it if water fountains are provided. Almost wangle an invite 75% of our members say they 6 Obviously if you are on a ask for tap water when they are tight budget, party conference out and in Which? taste tests week is an easy opportunity to half of our members say they eat and drink at someone else’s can’t taste the difference expense – though this might between bottled and tap water. well entail a lot of poor-quality sandwiches. If you can, try to wangle yourself an invitation to the best parties – usually late at night in the main conference hotels. Of course, networking is obviously best done sober. FRINGE MEETINGS 4 From past experience, send a postcard go native we know the newspaper-hosted 7 There’s no need to leave 10 Use Which? Local to find fringe meetings are always the the conference centre to get our members’ recommendations most topical and usually get the cash or stamps; the internal Post – whether you need your suit highest-profile speakers: Cherie Office can provide both. And mended, your hair cut, or your Booth at The Sun’s Conservative they may also be giving stamped laptop rescued, you’ll find Party conference fringe meeting postcards away free so you can advice here, as well as top pubs in 2008 comes to mind. send a souvenir to a loved one. and tasty restaurants.
come and join the conversation Do you have an opinion on self-service checkouts? Do you think speed cameras should be banned? Are you getting the broadband speed you pay for? These are just some of the discussions people have been joining on Which? Conversation. You don’t need to be a Which? member to get involved, you just need to care about consumer matters. Visit www.whichconversation.co.uk and get talking.
www.which.co.uk | 21 INTerview with mark prisk MP
Mark Prisk has been MP for Hertford and Stortford since 2001 and became the BIS Minister of State in May 2010 having shadowed the role for five years. For four of those years he was shadow consumer affairs minister, working closely with Which? – a connection reinforced by the Hertford location of Which?’s main customer service centre. He also served as a shadow Treasury minister from 2002 to 2004. A chartered surveyor by profession, he is one of four Conservative MPs whose initials are MP and a leading light in the parliamentary choir.
Martyn Hocking have the information they need. and is then able to seek is the editor of Which? They need to be able to make the appropriate redress. But one of most of their consumer rights but the things we are trying to do as also their opportunities in work, a government is remove in their communities and at regulations that don’t achieve home. That’s why the new those things but tie both government is very much focused individuals and businesses up in on devolving power away from red tape. A good example was Whitehall, and actually going the decision to get rid of Hips, What are your priorities back to an old Conservative which we felt didn’t achieve what Q in your new role and how principle of trusting the people they were meant to. By all means do you see them impacting on to make the right choices. we need to look at the question consumers? of home energy consumption. I think everybody is There has to be regulation We actually think the better a anxious at the moment, Q to protect the consumer – route to that is the move towards because we’re living in a very if the market runs completely smart meters, because you’re difficult financial climate. And free, does the unsuspecting showing people how much their therefore in a business consumer even see when he’s consumption of energy is department it’s crucial that we being ripped off? costing. It’s live, and it also help people in terms of jobs, I think the need is for good enables them to start looking at a make sure the economy grows, a regulation that’s effective, smart grid, allowing them to and also make sure that that makes sure the individual start thinking about how they individuals on the consumer side is able to make an informed choice, use the electricity they’ve paid for.
22 | www.which.co.uk did you know? In 2008, Which? helped people short-changed by JJB Sports fixing the prices of football shirts
Which? is campaigning for As a constituency MP, Q banking reform to give Q what sort of consumer consumers a fairer deal – what issues typically come up when is the new government doing in you talk to voters? this area? I think at the moment the Vince Cable and I have a key issues for people are a been working closely to jobs and a roof over their head. challenge banks over unfair In terms of whether they’ve been charges for small businesses. It’s ripped off, financial services a parallel to the individual remains a thorny area. The situation, where it may well be challenge of being a constituency mark prisk on: that lending is taking place but MP is that very often you’re the at what price and on what last resort. And it can be quite n regulations: terms? This is an area where we frustrating because you know ‘one-in, one-out’ It’s feel very strongly that the that if they’d come to you a little the cumulative burden of bit earlier you probably could’ve regulation that drives business stepped in earlier and dealt with potty. We’ve set up a new often the banks it better. One thing that regulatory control system to are not providing complicates financial matters cap the burden of regulation. us with like-for- further is the poor understanding That’s a big challenge because like PERFORMANCE many people have about how to naturally ministers and civil manage their money. servants have an instinctive INFORMATION habit of legislating first. You’re a supporter of market isn’t working Q moves towards Britain n political appropriately. We want greater having a low-carbon economy? collaboration transparency of information – Very much so. No longer Collaboration is in the DNA very often the banks are not a is it a case of diesel versus of this government. I enjoy providing us with like-for-like petrol. There is a range of working with Vince Cable. information about their options. In fact, the UK is ahead The country faces a major performance. And secondly we of almost every European financial crisis so bickering want to make sure that if they’ve country on the development of would be idiotic – we’ve got signed up, if they have a code of rechargeable electric or hybrid to get on and do the job. practice, that they actually abide vehicles, and next year we’re by that, and we are going to going to see models from n gripes as a monitor that very closely. Nissan and others. So one of consumer The longer-term answer again the issues is, how do we support That dreaded moment when comes back to competition. the development of the the call centre’s Four Seasons Because if we can see new infrastructure so that these emerges from the handset entrants coming into the become viable both within cities and you feel your life ebb marketplace, the consumer will and beyond? I think in 10 years’ away. Being a minister makes again be able to look at this and time we’ll look back and think for a busy lifestyle, so finding say, actually I do have some how peculiar it was that we time to get good objective choices, it’s not just a choice relied on hydrocarbons as the advice from an organisation between four packages that are sole form of running our such as Which? is important. pretty much the same. personal vehicle.
www.which.co.uk | 23 power to the people
Clare Corbett is principal advocate, We want to give power back to wait up to 65 days after a responsible for to consumers – making it easier price rise before informing energy and the for them to cut their consumption, their customers. A number environment. She’s worked costs and carbon emissions. of companies are also making on issues from Some progress has been made efforts to improve the quality hospital care and nutrition to energy over the past year. Energy of their bills and their overall regulator Ofgem has bowed to customer service levels. pressure and forced companies But there is a lot more to do. ur research shows that to put the name of the tariff on We’re working hard to ensure three quarters (77%) all bills, improve marketing the new Green Deal, set to form Oof consumers are practices and give customers a central plank of the Energy concerned about energy prices. an annual statement of their Security and Green Economy Over the past year, and even energy consumption and costs. Bill, enables consumers to make at the height of the financial We’ve also seen changes that their homes energy efficient and crisis in 2008, the cost of energy prevent excessive build-up of stop wasting energy and cash. has topped consumers’ worry direct debits and others that The scheme must deliver value list – ahead of future tax levels give the Secretary of State the for money for consumers, not and the value of pensions. power to end the 65-day rule just profit for industry. Robust In our customer satisfaction that allows energy companies accreditation standards and surveys, energy companies open, accurate communications score the lowest – even worse are essential to achieve this. than the banks. We regularly in our customer We’re also continuing our hear from people who feel they satisfaction campaign to make sure that are being ripped off by their surveys, energy consumers don’t get landed with energy provider and a question companies score the £10billion bill for the smart mark remains over the future the lowest meters roll out – when energy security and cost of energy. companies are set to gain most.
Only half of Which? members feel their bills “My husband and I will are easy to understand be backing your efforts to ensure consumers don’t have to foot the bill for smart meters” Which? member One fifth find it hard to understand “You have helped how much they owe make great changes their energy to the law so far” supplier Which? member
26 | www.which.co.uk Want further information on switching? Visit: www.which.co.uk/switch
Puzzling: we commissioned this cartoon of Ed Miliband in 2009 when he was Secretary of State for Energy and Climate Change pricey bills? Try Which? Switch With more than a third of key driver for switching could help make the consumers concerned continues to be price, and switching process even about the cost of energy, the potential to save £263 easier in the future. many are considering via Which? Switch makes In light of recent switching providers. Which? the switch well worth it. warnings from energy Switch, our independent Our survey also found companies around rising online energy switching that nine out of 10 members energy costs, switching is service, helps customers to who have switched in the an important tool to enable take action against rising past year found the process consumers to take control gas and electricity bills by easy, despite a common of their household bills. switching their energy misconception that it is Which? Switch empowers providers and cutting their complicated. Thanks to customers to compare and energy costs. Which? campaigning, switch providers, utilising Results from our recent consumers are beginning to tools and information to customer satisfaction see clearer bills from some allow them to reach an survey reveal that the energy companies, which informed decision.
www.which.co.uk | 27 The Future of Banking?
Lucy Widenka helped run the Big Banking Debate as part of the Future of Banking Commission, set up by Which? in 2010
ven before the financial crisis of recent years, EWhich? was campaigning for a better banking system, one that focused on the needs of its customers. However, the turbulence that began in 2007 across the entire financial system shook trust and confidence in the industry like nothing else in living memory. It provoked unprecedented government intervention to prop up an industry that was near collapse, costing taxpayers billions of pounds. So in December 2009, we decided to join forces with David Davis MP, John McFall MP, Vince Cable MP and others to launch the Future of Banking needed to prevent another such to find solutions to help restore Commission. This was crisis and establish how to trust in the banking system and established to bring together improve banking for consumers. make it work for everybody. MPs, banks and the general Second, it aimed to put public to debate Britain’s working together ordinary people and the wider banking system, set a clear path Of course, it is not the first interests of society at the heart for the changes that were inquiry to look at this issue. of a reformed banking system. There have been numerous Previous inquiries left out the reports and inquiries that have voice of those most affected by sought to clarify what went the banking crisis. For the first “Banks don’t value wrong and what needs to time, the strong feelings of the customers – they change. However, this general public would take view us as cash cows” independent commission was centre stage. unique for several reasons. The commission listened to First, it brought together what consumers really wanted representatives from across the through the Which? Big three main parties, as well as Banking Debate, both online other notable individuals, keen and through an event in
28 | www.which.co.uk did you know? In 2003, following a campaign by Which?, pharmaceutical companies were stopped from advertising their drugs directly to consumers
But those are just a few of the recommendations we are calling “Capitalising profit for. You can find out more, download a copy of the report and socialising the and watch a short video about it losses is the at: www.which.co.uk/banking. summary of the The government has since financial crisis” set up its own independent commission, which will be chaired by Sir John Vickers, to look at banking reform. It will report in September 2011. This commission includes on its panel Claire Spottiswoode, former director general of Ofgas In June this year, the and member of our very own commission reported on its Future of Banking Commission. findings. It found that dramatic Which? will of course be changes were needed to move seeking to influence the the industry forward, and made commission, based on the recommendations to the evidence we have already government on the structure, collated and the views we have regulation and culture of banks collected from ordinary people to improve the way they treat who wish to have their say. people in the future. We want to ensure that the government’s Independent recommendations Commission on Banking will Some of the key points include: listen to our concerns and put London attended by more than h The introduction of a good consumers at the heart of any 300 people eager to share their practice code, which should proposed reforms, and we will views. This event not only have a similar status within the continue to put pressure highlighted consumers’ strength banking profession as similar directly on the financial services of feeling about banking reform, codes of conduct have in the industry to take responsibility but also demonstrated that the medical and other professions. for making lasting change. public wanted to engage in h Bankers should engage in the debates about an issue that types of professional standards affects their everyday lives so training undertaken in other “They were profoundly. professions, with the same keen to lend to The commission also took sanctions applied where evidence from a wide cross- individuals are judged to have me before, now section of interest groups, failed in their duty of care. they don’t want including the banking industry, h Regulation should be to know” academics, the Bank of introduced to empower England, the Financial Services consumers to seek Authority, Trade Unions and compensation via a collective other consumer groups. redress process.
www.which.co.uk | 29 Living & Eating well
Paula Pohja, senior advocate. Paula’s expertise lies in health and travel issues, as well as Which?’s EU relationships
hich? research LIVINGNHS parking hospital car parks in England. shows that health Which? research shows that Using Freedom of Information Wand wellbeing is the parking in NHS hospitals can be requests, we’ve identified the most important issue for a nightmare. More than half of best and worst NHS hospital car consumers, with 90% those who had visited a hospital parks and rated them on capacity, considering it to be extremely recently told Which? they had convenience of payment, type or very important. It is also seen problems finding a space and a and frequency of penalties, as one of the top three most third had problems when it charging structure and patient important areas for came to paying. communication. In the coming improvement. Which? Visiting hospital is stressful months we will be lobbying the campaigns across a range of enough without having to hospitals that came bottom to health issues – here is a contend with a difficult parking improve their practice. snapshot of our recent work. system, so it’s no wonder that hospital car parking is the patient power give us a smile fourth most important health Which? is campaigning to Which? wants all consumers to issue people think should be ensure that the NHS reforms have easy access to good quality tackled. That’s why Which? is empower consumers. We have NHS dentistry, with clear campaigning to improve been providing information to information about the nature consumers on healthsince 1957 and cost of treatment. To make and we will be lobbying to this happen, Which? has been ensure the government’s closely involved with the recent reforms deliver information Independent Review of NHS that will help people make the Dental Services and we will be right health care choices for making sure that consumers are them. We will also be making at the heart of all future reforms. sure the new patient advocate, Meanwhile, we are helping HealthWatch England, will give people to find an NHS dentist at patients real influence over the www.which.co.uk/dentistfinder. services they use.
Our son was in a coma and the last thing on our minds was making sure we had change for a parking meter. My husband had to keep going out and either moving the car or feeding the meter during the hours of anguish as we waited to see if our son was going to be OK. There must be a way of catering for such emergencies.
30 | www.which.co.uk did you know? In 2004, after a Which? campaign, food companies were required by law to list all ingredients and key allergens
Mette Kahlin, senior advocate, focuses on food and the environment in both the UK and the EU
hich?’s campaign EATINGlobbying in Europe to make this any food. Instead, they will aim is simple: to mandatory. We will be looking ensure that a claim is not Wensure consumers to the government to support misleading. Which? will have access to safe, affordable UK consumers by backing our therefore be lobbying the and nutritious food, which is call in Europe. commission to adopt stricter clearly labelled to enable criteria for nutrient profiling informed choices. Cleaner claims so that consumers can’t be Our research shows that four in deceived by claims. We will also Food labelling five people actively try to choose be lobbying the UK government Which? research shows that a healthy diet, but still find this to support our efforts in Europe. food labelling is one of the top difficult. To help them fight this four issues people think need to battle we are lobbying for an further work be tackled. We’ve found that UK end to misleading health and Other areas Which? is working consumers want clear nutrition claims on food. on include the Food Hygiene country-of-origin labels on The European Commission’s Rating Scheme and calorie meat and poultry. Most people draft Nutrient Profiling labelling in cafés, want this information to help proposals defining restaurants, pubs and them buy British food, but which foods can fast food outlets to others also thought it would be make claims ensure healthy useful for reasons such as being are so poor choices are able to judge the food’s quality. that available Which? has been doughnuts, outside the campaigning for mandatory chocolate home. country-of-origin labelling on milkshakes and certain products and welcomes pork sausages the government’s inclusion of could all claim to honest food labelling in its be ‘healthy’ or Coalition Agreement. Over the ‘nutritious’. Nutrient next few months we will be profiles will not ban
Eight in 10 people think it is important that the country of origin is labelled on meat and poultry and three quarters believe it is important for fruit and vegetables, dairy products and fish
www.which.co.uk | 31 DOUBLE trouble
Alice Judd is a credit deal – but it was Everest (5 visits) senior researcher. She has worked incredibly hard to work out Four of the Everest salespeople at Which? for how much you would pay. offered a lower price in return four years and writes about h Some of the higher prices for signing up on the spot. Four tradespeople, reflected the cost of buying all quoted a very high initial price, green issues and consumer rights the windows individually. which they cut over the course of the visit. Reasons given Anglian (5 visits) included quantity discounts and hen Which? first One Anglian salesperson said £1,200 off for a non-existent investigated double we had to sign up to the deal government scrappage scheme. Wglazing companies within the next few days Everest response: ‘We are in 1983, we found hard-sell because the government disappointed by these findings tactics and misleading claims. scrappage scheme and the and reject the accusations. Our Twenty-seven years later and company’s own financial year offers are genuine. “False our latest investigation has were coming to end – but no claims” go against our training, found that this £1.2bn-a-year such government scheme exists. guidelines and documentation . industry is still subjecting All five salespeople quoted a If Which? provides more details, potential customers to dodgy high initial price, which they we will investigate further.’ sales tactics. We asked Anglian, dropped over the course of the Everest, Safestyle and Zenith visit. Their explanations Staybrite/Weatherseal to visit at included: ‘20% off because it’s least four addresses each and not £5,000’, and ‘our standard quote our undercover researchers discount is 30%.’ for new double glazing.Which? published a longer version of this article in July, following fieldwork seven out of the carried out in March 2010. 18 salespeople We were astounded by the offered a tactics used to get us to sign discount if we on the dotted line. signed up then h Six of the 18 salespeople made misleading claims – including saying that they were Anglian response: ‘The part of a government scrappage comprehensive training of [our] scheme that does not exist. sales force and their h Seven of the 18 salespeople professional integrity is vital for offered a discount if we signed our business. We are very up immediately. concerned about the allegations. h Fifteen out of 18 offered us Any time limits were genuine as significant savings – often half discounts are organised on a the ‘original’ price. weekly basis. This is a perfectly h The biggest price drop was legitimate practice. We have £16,926, from an Everest done our utmost to ensure that salesperson. our scrappage scheme is not h We were frequently offered confused with any form of a lower price if we took out a government scheme.’
32 | www.which.co.uk Want further information? Visit: www.which.co.uk/doubleglazing
Safestyle (4 visits) Weatherseal and with the highest quality training One of the salespeople offered a zenith (4 visits) and instructed to provide the lower price to sign up during One of our field workers called best quality advice. However, as the visit. Another offered a Zenith and was passed on to its with any business, occasionally discount to sign up on the same ‘sister company’ Weatherseal. agents act beyond their authority day. All four quoted a very high The Weatherseal salesperson and do not adhere to our rules initial price – in one case the offered a discount to sign on the and guidelines. Whenever we final price was 75% less than the day and suggested a price that are told about such agents, we original. One of the salespeople was almost three quarters less deal with their actions robustly.’ also made racist comments. than the original. One Zenith Safestyle response: ‘We take salesperson said we could save Which? says our responsibilities to our £10,726 off the original price. We have followed up our customers very seriously and Zenith/Weatherseal response: investigation with Trading have no previous complaints of ‘Both companies pride Standards and showed our this nature. We are immediately themselves on providing a findings to the Office of Fair rolling out refresher training to thorough and professional Trading. If you want to tell us all sales staff and introducing an service. We have 291 sales your experiences, get in touch internal monitoring procedure.’ agents and they are provided at [email protected].
www.which.co.uk | 33 The future is Apps
Phil Jones is a member of iphone apps the Advocacy team and works on personal finance issues. He’s also an avid Political Map iPhone user £2.39 from PPS Local and Regional This range of interactive hether you already maps and listings looks have an iPhone, good and is easy to use. WBlackberry or There are contact details Android phone, or are thinking for all government levels about getting one, no doubt in Great Britain (but not much of the appeal is the ability Northern Ireland). However, to access data on the move. there is no information on Here we look at some of the MP majorities and no applications (apps) designed for identification of individual these phones, both those with a local councillors. political angle or those just designed to make your working life easier. We also feature Which?’s own consumer apps. It’s clear that the market for UK politics political apps is still in its £1.79 DW Design infancy – political anoraks are This app offers you a only just beginning to tap in to good way of keeping this new technology – but it is updated, as it includes likely to grow fast. mainstream news sites The current crop of political and popular blogs. News apps are not yet quite as is divided into different sophisticated as you might like. categories by party. For example, Political Map is a However, at the time of great product, but would be writing the opinion polls much improved if it could section had not been identify individual councillors, updated for several while Find Your MP is not as months. up-to-date as it could be. Android Apps 3banana notes £FREE clever app brings all your Google Places Are you someone who jots musings together. If you have Directory £FREE down your thoughts and ideas a Snaptic account, you can We’d prefer you to use Which? at random times – late at night sync the Android app with that Local (especially as it’s free in the conference bar or sitting too (although we weren’t able until the end of October, see in a fringe meeting? Then this to test this) page 10), but if you’re not a
34 | www.which.co.uk did you know? In 2009, Scottish Power compensated affected customers after Which? complained about excessive energy bill direct debits
Blackberry apps which? apps World Politics Which? now offers two apps that can be Review downloaded from £FREE the iTunes store. This online journal app makes bold promises n Consumer about what it can deliver Rights app – ‘the latest world politics Our free, review briefings, columns easy-to-use and blogs on international iPhone app politics and foreign gives you advice policy’ – but its 4.5/5 star and information rating is based on just on how to stick five reviews. up for your rights and what you are entitled to by law as a consumer. We cover areas such as buying goods and Find Your MP services, guide you through £FREE common consumer problems An app based on the and help you make complaints theyworkforyou.com if you’ve been treated unfairly. website that shows you the MP for a particular n Good Food Guide postcode. It’s not terribly 2010 app sophisticated, but it’s This app, which you can faster than using the UK download for £4.99, gives Parliament website. you full reviews plus a However, it’s rather dated GPS-based function to find – it still lists how MPs restaurants near you. You voted in the Digital can sort by name, location, Economy bill in March. cuisine, rating and price, visit restaurants’ websites to view menus, phone Which? Member, this Its review data is not unique, direct from the Blackberry app could be for instead being drawn from app to make you. Using GPS data, it sites such as Trip Advisor. reservations works out what’s local to you It may be just the app to – and even write so you can find shops, bars, help you plot that escape your own reviews. cinemas and other amenities. from the party conference.
www.which.co.uk | 35 apple ipad review
Matt Bath is pegged at 10 hours of constant in portrait mode) – typing is technology editor at Which? use – and it lived up to this in predictive, with typos accurately He has been our early tests. and automatically fixed as you go. writing about The iPad connects to wi-fi Our early tests found it consumer tech- nology for nearly wireless home networks – and incredibly snappy, and we 20 years on some models 3G mobile named it a Best Buy in our broadband – as well as Bluetooth ebook reader tests. Web pages devices such as keyboards. opened rapidly and applications hich? performed a Optional accessories include a jumped to attention when First Look review rechargeable dock, keyboard, clicked. One tester even Wof Apple’s iPad tablet memory card reader and digital described the experience of computer – but is it a successful camera connector. holding the internet in one’s coalition of netbook and ebook? Surprisingly, we found that hands as ‘sublime’. Google Maps Apple seems to have a magic despite the lack of a keyboard or shows a window on the world touch when it comes to firing ‘traditional’ operating system, it that seems made for touch, and consumers’ imagination – and does almost everything a laptop zooming in to landmarks using its iPad is no exception. Like the Google’s Street View won over iPhone, this large, touchscreen one tester even our younger testers. device has the potential to However, it’s not all perfect. change how we use computers. described the the iPad is awkward to hold The iPad promises to be experience of with one hand for long periods, many things: an ebook reader, using the ipad as widescreen films are shown a digital photo frame, a PC for ‘sublime’ cropped or with black bars top word processing and spreadsheets, and bottom and you can run a web surfing tablet, a video only one application at a time. player and an email device, all can. Navigation works by touch, It won’t replace your PC. But, in one dinky, lightweight package. with presses, swipes and if you write emails, surf the web, At 1.5lbs and just half an inch pinches launching web pages, play basic games and perform thick, it has a high resolution turning ebook pages and tasks such as word processing, 9.7-inch multi-touch screen that enlarging photos. The virtual the iPad does it with less fuss can register 11 simultaneous onscreen keyboard is usable in and more va-va-voom than touch points. Its battery life is landscape mode (though less so anything else on the market.
How THEY compare iPad, Kindle and netbook 72% Amazon Kindle DX, $379 The iPad shows books in full While Apple has been doing its colour, however, and the page- thing, Amazon has been carving a turning effects are astonishing. niche with its Kindle ebook readers. It is also quicker to navigate and The Kindle DX’s 9.7-inch screen search and the back-lit screen is has been specially designed for useful for reading in dim light. ebooks, with a crisp e-ink display Overall, though, we found the DON ’T that won’t tire yourBU Yeyes. We found Amazon Kindle DX just edged it significantly lighter than the ahead as an ebook reader – iPad, with a longer-lasting battery. but it was a close-run contest.
36 www.which.co.ukGREAT EXCEPTIONAL | VA LUE VA LUE Want to see it in action? See our video at www.which.co.uk/iPad
apple ipad from £429 for wi-fi model, from £529 for 3g+wi-fi model
73% Acer Aspire One 532h, £267 makes for quicker typing and it Apple is pitching the iPad as an has more storage than the iPad. alternative to a netbook for It has lots of connectivity options, everyday tasks, browsing the such as USB ports, and can run PHOTOGRAPHY BY: PIXELEYES web and sending emails. Which? Windows. It’s also far cheaper. Labs pitched it against the Best The iPad, however, is lighter Buy Acer Aspire netbook with a and quicker to start, with a more similar-sized 10.1-inch screen. intuitive interface – and as all For generalDON tasks,’T the Aspire the software comes via iTunes, is a winner. Its physicalBU Y keyboard it’s safer from viruses too.
www.which.co.uk | 37
GREAT EXCEPTIONAL VA LUE VA LUE WORKING AWAY
Dell Streak, £399 This 5-inch tablet runs the Android operating system and blurs the boundaries between touchscreen smartphones and tablet PCs. It has a powerful processor and high-resolution screen – although it doesn’t quite match the picture quality of the iPhone 4.
Flip Mino HD, £80 DON ’T This is the smallest HD BU Y update to the popular Flip range of pocket digital camcorders. It lets you record up to 60 minutes GREAT EXCEPTIONAL VA LUE of footage in 720p HD VA LUE resolution thanks to its built-in 4GB internal memory – and it couldn’t be easier to use.
Samsung Wave, £400 Fast internet speeds, a powerful processing engine, a beautiful touchscreen and an impressive battery life make this a great multi-functional phone. What’s more,DON ’ Tit weighs in at only 117gBU Y– 20g lighter than its Apple rival.
GREAT EXCEPTIONAL 38 | www.which.co.uk VA LUE VA LUE did you know? In 1998, Fiat modified its Marea car after a Which? test showed the weak rear seat latch could lead to passengers being crushed in an accident
Garmin Nuvi 1690, £180 DON ’T BU Y This satnav is among the first to offer ‘nüLink’ – a package of services that uses a mobile internet connection to provide GREAT EXCEPTIONAL VA LUE VA LUE traffic news, fuel price info, speed camera locations, flight status updates and Google local search. The nüLink is a freebie for the first year, but if you want to renew it thereafter, it’ll set you back £70 a year.
Samsung N220, £340 Samsung makes excellent netbooks and the N220 is no exception, excelling in all our tests. Despite its diminutive size, the keyboard is well laid out and easy to use. Battery life is excellent and it has 250GB of hard drive and three USB ports.
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| 39 WORKING AWAY
Bose Around-Ear Headphones £99 These headphones keep it simple and get it right. Sound quality is very good with decent dynamics, bass is well defined with good impact and depth. They are light and DON ’T comfortable, though they do BU Y heat up after prolonged use.
GREAT EXCEPTIONAL VA LUE VA LUE
Canon Powershot S90 £274 Not only is the S90 a great pocket camera, it has a spec sheet that will trump many models of its size and price. It will top any other compact camera’s ISO with its 12,800 sensitivity and its 1.8 aperture – great for blurring background – is more akin to that of a digital SLR.
EDONnergizer’T Ultimate Lithium AA disposableBU Y £6.99 pack of four This was the best-performing AA battery in our latest batch. It excels in high-drain situations – for example, it GREAT EXCEPTIONAL VA LUE VA LUE can keep a digital camera with display running for nearly four and a half hours before being exhausted.
DON ’T BU Y Maplin Hybrid rechargeable 2100mAh £10.99 pack of four These high-quality batteries from Maplin are billed as ‘hybrid’ rechargeables because they GREAT EXCEPTIONAL come ready-charged. In our tests we found VA LUE VA LUE that after being fully charged and then left unused for 28 days, the batteries retained more than 91% of their power.
40 | www.which.co.uk did you know? In 1990 the Property Misdescription Act made property sellers legally liable for describing their property accurately, following a Which? campaign
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GREAT EXCEPTIONAL VA LUE VA LUE
PanasonicRP-HC55 £49.70 These earphones offer impressive DON ’T sound quality and the BU Y noise-cancelling function is good. They’re lightweight and fit well, although GREAT EXCEPTIONAL VA LUE VA LUE you’ll need a single AA battery to power the noise- cancelling feature.
DON ’T BU Y
Roberts Stream 202 £125 This radio has great sound GREAT EXCEPTIONAL quality and beats many of VA LUE VA LUE its competitors for clear speech broadcasts. It can run for around 28 hours on alkaline batteries. It’s not DAB+ compatible, so you can’t use it to listen to DAB radio overseas, but it has FM and internet radio, so you’ll be able to stream radio from home.
www.which.co.uk | 41 WORKING AWAY
HandShoeMouse £105 If you can’t tolerate the inaccuracy of the trackpads or nipples that move the cursor round your laptop or netbook’s screen, then you might want to consider packing a mouse when working away. This ergonomic model’s designed to reduce the risk of RSI, but it does take a little getting used to.
AmazonKindle £200 This ebook reader’s the model everyone’s talking about, and in our tests it came up trumps.You can carry a library of books on its internal memory, and the wireless connectivity means you can buy more when you’re on the go. DON ’T BU Y
DON ’T BU Y GREAT EXCEPTIONAL VA LUE VA LUE
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SonyNWZ-X1060 £299 This is a great device as both a music and video player. It offers good running time and is compatible with a range of formats. You can also use it to catch up on TV while you’re away, by side-loading it with your favourite programmes from iPlayer before you leave.
42 | www.which.co.uk Want further information? Visit: www.which.co.uk
AppleMacBook £799 For everyday tasks, ease of use and battery life you can’t go far wrong with any of the models from Apple’s MacBook range. The latest MacBook we looked at was a basic model but it still packed a 13.1-inch screen, 2GB of Ram and a 2.5GHz Intel Core 2 Duo processor.
DON ’T BU Y
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Mini Gorilla portable charging device £90 did you know? In 1983, we helped get seatbelt regulations for drivers and front seat passengers When working away from home, packing a charger for each bit of gadgetry you need can be weighty and tie you up in knots. The Mini Gorilla solves the problem, by providing juice to all manner of products without all the necessary cables. Laptops, netbooks, MP3 players and mobile phones are all catered for.
www.which.co.uk | 43 being AWAY
Philips HX6731/02 Healthy White electric toothbrush, £59.95 This is a great rechargeable toothbrush with good cleaning ability and an impressive battery life – though charging it up fully Gillette Venus Divine takes around 24 hours. ladies’ razor, £6.55 It’s ideal for taking away This razor was a big hit in with you, as it comes with ourDON user’ Ttrials and its a travel cap and a travel bladesBU scoreY top marks for case with storage for two durability and safety. It has brush heads. three spring-loaded blades set in a large, round
GREAT EXCEPTIONAL pivoting head. VA LUE VA LUE DON ’T BU Y
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DON ’T BU Y
Philips TreSemme SGREAalonTControlEXCEPTIONAL VA LUE VA LUE Ion Shine hairdryer, £17.53 The SalonControl Ion Shine delivers fabulous styling results and is a great choice, particularly if you like to style your hair carefully. It is, however, a little slow – so if you’re in a hurry it may not be the hairdryer for you.
44 | www.which.co.uk did you know? In 1983, Which? helped get seatbelt regulations for drivers and front seat passengers introduced
PhilipsMicro+ HQ40 electric shaver, £14.99 This rotary travel model from Philips is exceptional value for money and very easy to use. It gives a reasonably close and comfortable shave, but it’s not mains powered and doesn’t Babyliss Easy Cut £39 hold a charge, so pack extra This device is designed batteries for a long trip. to make cutting your own hair easy. It looks DON ’T like a hockey puck and BU Y the inward-facing blades allow it to cut hair in any direction. It’s best for maintaining short hair, GREAT EXCEPTIONAL and doesn’t have enough VA LUE VA LUE power to be used on hair more than a couple of inches in length.
www.which.co.uk | 45 More about Which?
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46 | www.which.co.uk did you know? In 1978, the Consumer Safety Act was passed to improve safety standards and stop dangerous products being sold, following a Which? campaign
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