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Phone advice - does it count?

Call centre workers
BBC Radio 4's Money Box
Saturday, 1st October 2011 at 1204 BST on Radio 4 and Online

Claims confusion that can cost customers dear

Customers who phone their travel insurer to check if they can make a claim would be forgiven for believing they could act according to what they've been told. But Money Box has been contacted by a listener whose £3000 plus claim following the death of a relative has been refused, despite him having obtained the recording in which a call centre employee clearly says he is covered. Bob Howard reports.

ABI launch annunity initiative for customers

The Association of British Insurers has launched a new initiative to help people get the best deal when buying annuities. The new initiative will stop "automatic" annuity rollover, where the buyer doesn't get to choose their annuity.

A new code will ensure that customers receive all the information they need to shop around in one easily accessible place. The ABI's figures show that 70% of people shop around and switch providers but a third don't and may be missing out on a higher income.

But does the code go far enough? Maggie Craig, Director of Life & Savings at ABI explains why the initiative is being launched. Tom McPhail, Head of Pensions at Hargreaves Lansdown and annuity expert, Billy Burroughs discuss.

The latest on Junior ISAs

Next month Junior ISAs replace Child Trust Funds. Unlike Child Trust Funds there will be no Government contribution to each child's savings pot - instead, family members will have the opportunity to invest up to £3600 a year into a tax free ISA. So how can you get the best deal from these products? And what charges are attached? Fiona Woods reports and Paul Lewis speaks to the Chief Executive of Sheffield Mutual, Tony Burdin.

Trading Standards takes money from companies they've received complaints about

Trading Standards is receiving money from a loans company whose customers say is taking payments taken from their bank accounts without permission. They have also had their accounts debited by a loans broker, even after refusing a loan deal.

The local Trading Standards office admits it has investigated a number of similar complaints about the business and that some consumers believe they have been misled. But the service says that taking payment for services from a company does not affect its ability to deal with complaints impartially.

The loans broker denies that it has debited money from customer accounts without authorisation and insists that all complaints are resolved within 28 days. Ben Carter reports.

BBC Radio 4's Money Box is broadcast on Saturday at 1204 BST and repeated on Sunday at 2102 BST.

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