The loyalty penalty super complaint
First published by Author on October 26, 2018 in the following categories: Compensation Claims Industry Latest and tagged with loyalty penalties
A loyalty penalty super complaint has been initiated, which is being investigated by UK’s competition regulators, the CMA.
The CMA (Competition and Markets Authority) are looking into the issue. A super complaint is a complaint usually made by a consumer body where a large number of consumers may be affected by the same issue. The complaint aims to ensure that consumers are always getting a fair deal instead of being ripped off.
The loyalty penalty super complaint relates to the mobile phone, broadband, savings accounts, mortgages and household insurance markets.
About the loyalty penalty super complaint
The loyalty penalty super complaint is looking into whether long-term customers in a number of markets are actually paying more for services. Where people should be encouraged to shop around, and where new customers often receive discounts, long-term customers may be being penalised for their loyalty.
Hence the term, a ‘loyalty penalty’.
The CMA is looking into a number of telecoms and financial markets, including:
- Mobile phones;
- Broadband services;
- Savings accounts;
- Mortgages;
- Household insurance.
Deadlines for outcomes of the loyalty penalty super complaint
Decisions are set to be made in the CMA’s investigations into the loyalty penalty super complaint around the end of this year.
Comments from interested parties have already been made, and the CMA should now be considering the evidence.
If the loyalty penalty super complaint is upheld, the CMA may intervene in the markets they’ve looked at. Ultimately, new customers are often reeled in with deals that allow for savings to be made. Of course, this can be good for a new consumer. But, once a consumer is locked in and they stay loyal to a brand, they may end up paying way more.
If they could switch, they could take advantage of a better deal anyway. They could also take advantage of an introductory offer.
We will be closely monitoring the outcome of the loyalty penalty super complaint. Where a decision is made that leads to CMA intervention, we need to know whether important competition laws are being breached. Where they are, compensation claims and fines could be next.