CEO Video: The importance of service in a time of crisis
The Institute's CEO, Jo Causon, discusses the importance of customer service at this time and of delivering on promises, looking after vulnerable customers and driving a service nation
Lloyds introduces highest overdraft rate to date
The new overdraft rate of up to 49.9% will affect customers with poor credit scores
Saga customers receive surprise windfall
The company decided to compensate customers after acknowledging a previous mistake
Greggs kicks off nationwide delivery service
The bakery firm is partnering with Just Eat to launch the new service
Santander customers faced with interest rate slash
The changes, which will be introduced in May, will also see cashback capped
Ford Puma model wins Car of the Year award
The new model was crowned best of the automobile bunch at an awards ceremony in London
Yahoo mail crash affects email users
The problems on 14 January affected Yahoo Mail users, as well as some customers with BT and Sky email addresses
Burger King grilled over new plant-based burger
The fast food outlet's Rebel Whopper burger isn't suitable for vegetarians or vegans
Confusion reigns over Travelex ransom demands
The foreign exchange company has been hit by a ransomware attack that claims to have stolen customer data
New year sees rise in railway fares
Commuters faced with fare increases, despite a year of disruption