Voice of the Customer

A popular price comparison website has been accused of ripping off its customers by providing premium-rate phone numbers for insurers even though free ones are available.

GoCompare customers are given numbers to contact the insurers offering quotes. In the vast majority of cases the number is an 0843 number, set up by the website and charging up to 52p a minute. The website takes a cut of 7p per minute. Customers pay up to £3.60 for a 20-minute landline call, or £10.40 on a mobile, even though most insurers have free or local-rate numbers.

A spokesman for GoCompare said the company would soon stop using the premium numbers: “Our customers have always been able to use our website for free to compare prices and product features and clicking through to complete a purchase has never carried a charge” he said.

“As part of our commitment to improving our customers’ experience we are currently in the process of changing all 0843 numbers to 03 prefixes, and we expect this update to be completed by the end of July”

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