Employee Engagement

Gas firm hit by record penalty over consumer supply failures

A company which left customers without gas for months has received the largest-ever enforcement action, of £44m, from the energy regulator. Ofgem said Cadent also had no records of 775 high-rise blocks of flats. That discovery was in part prompted by an information request from a council in the wake of the Grenfell Tower tragedy. […]

RyanAir cautious on Outlook at profits slide

Ryanair’s profits fell by nearly a third last year to €1bn (£880m) as fuel costs rose and fares fell. Europe’s biggest discount airline added that profits could be lower this year as fares continue to fall. For the current financial year, the carrier said it was ‘cautious’ on pricing and had ‘zero’ visibility for the […]

Thomas Cook shares ‘worthless’ says Citigroup

Shares in Thomas Cook have plunged 30% after analysts at a bank said the travel firm’s shares were ‘worthless’. Thomas Cook’s tour operations and airline are worth £738m, but its debt is around the same “and implies zero equity value”, according to Citigroup. Citigroup’s damning conclusion comes a day after Thomas Cook issued its third profit […]

Only one in seven midsized call centres in Europe say they can meet customer needs

An independent research study conducted by global business consulting firm, Frost & Sullivan, found that 77% of European midsized call centres surveyed recognise the connected customer journey as elevating their competitive advantage and having an immediate impact on their business. Yet, the report also reveals that alarmingly, only 14% of those surveyed expressed confidence in […]

Arriva suing the government over rail franchise

Rail giant Arriva is suing the government after it lost its bid to run the East Midlands railway franchise. The firm, owned by Germany’s state-backed Deutsche Bahn, said it wanted more information on how the Department for Transport assessed the bids. The move comes after rival Stagecoach, which was banned from rebidding, announced it was taking […]

Debenhams administrators reject all bids

The owners of Debenhams have said administrators have rejected all takeover bids for the struggling firm. Celine, a consortium made up of the retailer’s lenders, said the bids were “not at the level required to be taken forward” and it would retain ownership. It said it was confident that creditors would back the turnaround plan, […]

Train companies making it difficult for customer to claim compensation

Train companies are making it a struggle for passengers to get compensation by demanding up to 24 separate pieces of information during the claim process, according to new research from Which?. The consumer champion looked at the online claims forms of 24 operators and found they required between 10 and 24 pieces of information from […]

HSBC first quarter profits jump as costs drop

HSBC has reported a 31% jump in pre-tax profits for the first quarter as it cut costs and incomes from Asia grew. Europe’s largest bank made $6.2bn (£4.8bn) before tax in the three months to March, up from $4.8bn in the same period a year earlier. It beat the $5.58bn average of analysts’ estimates compiled […]

Lloyds Banking Group sets aside further £100m for PPI

Lloyds Banking Group has set aside a further £100m to cover payment protection insurance (PPI) mis-selling as it reported flat quarterly profits. Pre-tax profits for the first three months of the year were £1.6bn, unchanged from the same period a year earlier. The bank also warned that continuing Brexit uncertainty could have a further impact […]

Huawei launches new customer experience recruitment campaign

Huawei, the troubled global technology leader, has launched its Customer Experience Officer recruitment campaign across Western Europe, as it looks to continue to invest in its commitment to a customer-first approach. Huawei has been at the receiving end of incredible growth in WEU, with over 200 million smartphones shipments globally ⃰, and it has become […]