Anna Tims’ 2025 Dishonours List Highlights Widespread Poor Customer Service Across Sectors
Anna Tims’ 2025 Dishonours List has exposed notable examples of poor customer service spanning multiple sectors including airlines, hotels, housing, banks, and insurers, characterized by practices that keep customers at arm’s length.
In one troubling case, a mobile provider proposed marking the father of a teenage customer as deceased to allow the teen to become the primary account holder. This approach risked damaging the father’s credit rating. Following this, the company agreed to review its processes and offered a goodwill payment.
Premier Inn issued an apology and refunded customers after a Guardian intervention revealed that strangers had engaged in sex in a hotel room while guests were away. Similarly, Vrbo initially downplayed a complaint about a bloodstained rental from a young family and refused compensation until Guardian involvement led to a resolution.
Housing providers also came under scrutiny. L&Q housing association left residents without running water for 12 days while addressing a leak. Southwark Council neglected a 91-year-old cancer patient by leaving her with damp, mould, and insects for a year while resolving a leak in her block.
In the airline sector, Ryanair refused to waive a £100 rebooking fee after a doctor assisted an injured passenger at the gate, citing strict punctuality policies.
Airbnb initially denied a refund to a customer whose French gîte was damaged by a 100-year-old oak tree but later reversed the decision, issuing a full refund plus a £500 voucher after Guardian involvement.
The AA’s handling of a member’s vehicle was criticized after it was towed to an approved garage and returned six months later with an additional 15,000 miles and a £70 parking charge. The company stated it was reviewing its arrangement with the garage.
Lastly, insurers faced criticism for increasing premiums following a policyholder’s death; one insurer cited a higher risk following a widow’s loss.
These examples collectively highlight significant shortcomings in customer service and call for urgent improvements across the affected sectors.
