Anna Tims’ Dishonours List: Customer Service Failures of 2025
In 2025, a range of customer service failures highlighted issues faced by consumers across various sectors.
One case involved an attempt to mark CF’s father as deceased to enable CF to become the primary account holder; this was warned to potentially impact the father’s credit rating. The company later reviewed its processes and issued a goodwill payment.
Premier Inn apologised and refunded an elderly couple after Guardian Money raised concerns about strangers found in their room.
Vrbo initially refused compensation after a family stayed in bloodstained accommodation, dismissing the issue as minor. Following Guardian Money's intervention, a full refund was issued.
L&Q housing association left residents without running water for 12 days while a leak was belatedly repaired.
Wandsworth council failed to address damp, mould, and insect infestations in a 91-year-old cancer patient’s home for a year while focusing on a leak elsewhere in the building.
Ryanair declined to waive a £100 administration fee for a doctor who assisted an injured passenger, stating punctuality was the passenger’s responsibility.
Airbnb initially refused to refund after a 100-year-old oak tree damaged a French gîte, but after Guardian involvement, issued a full refund plus a £500 voucher.
Ealing council demanded payment after a driver misread an O as a 0 on a car plate, resisting discretionary leniency despite official guidance.
AA towed a member’s car to an approved garage for repairs; upon return, the car had bird droppings, a £70 parking charge, and recorded 15,000 additional miles. The arrangement with the garage was subsequently reviewed.
Insurers' bereavement practices were also criticised, including examples where premiums were hiked after policyholders’ deaths, leading to increased home and car cover costs for surviving family members, such as widows.
