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On our blog we post insights on our work, ranging from industry news, research and regulatory developments to our latest consumer advice.

  • Annual Report 2016/17

    Annual report blog
    13 July 2017

    Back in April, I promised to blog occasionally. Today we published our 2016/17 Annual Report and I thought it was a good opportunity to share some personal perspectives again.

  • Customer care and complaint handling research

    call centre phone paid services authority
    04 July 2017

    Today we published our latest piece of research, which looks into customer care and complaint handling in the phone-paid services market.

  • Comic Relief: text donations raise £9.5 million in one day

    Red nose day 2017 donations
    08 June 2017

    Comic Relief’s Red Nose Day, took place back on Friday 24 March and saw people up and down the country doing what they could to raise money for charity.
    Figures recently released by mobile payment company Fonix showed that an impressive £9.5 million worth of text donations were processed live on the night alone.

  • Industry forum roundup

    May 2017 Industry forum
    11 May 2017

    If you missed the forum yesterday, here’s a quick round up of the day and five key take-aways from it. You can also find my speech and the slide deck below.

  • Avoid unexpected charges when calling customer services helplines

    Connection services charges
    10 April 2017

    Have you ever felt confused when looking up the contact number of a company, finding various telephone numbers and not knowing which one to choose? If you searched online for a contact number, you may have come across a connection service.

  • The PSA budget for 2017/18

    Chairman David Edmonds on PSA budget
    06 April 2017

    For the PSA, the new financial year starts on 1 April. I am half way through my three year appointment so this  seemed a good day to  write my first blog. I’ll be doing this occasionally throughout the year to give some personal perspectives.

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