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Recipient actually lived in Illinois, not Daughter Killed In Car Crash

Minister gaffes: The best slip-ups of years gone by

The Rail Minister Theresa Villiers added to the growing list of ministerial media gaffes this week when she suggested that sacked call-centre workers in Newcastle relocate - to Mumbai.

Leading article: Hindrance not help

Workers at the East Coast Rail call centre on Tyneside are facing redundancy. Their employer is moving the call centre to Mumbai, where costs are cheaper. But the blow will be cushioned, according to the Transport Secretary, Theresa Villiers, because these workers have the legal right to request a job at the new office.

Barriers come down in post office makeover

Thousands of "bandit barriers" in post offices are to be ripped down in an overhaul of the network to make it more friendly to customers.

Leading article: Energy market is not working in the interests of customers

Movements in the wholesale price of energy only get passed on to customers when they rise

Leading article: The market's not working

The promise that accompanied energy market liberalisation in 1999 was that competition between providers would keep a lid on prices and drive up levels of service. Things have not worked out like that. When the wholesale cost of energy was low, the big six firms kept their consumer prices high. Yet since the wholesale price has shot up, they have passed all the increases to their customers. And, as the Commons Energy Committee points out today, customer service has been dreadful too. Consumers are being pressured by commission-hungry salesmen to sign up for deals that they do not understand. And given that the number of different rates has risen from 180 to 400 over the past 18 months, this lack of comprehension is hardly surprising.

Being Modern: Call centres

"Hello. I wonder whether you could explain something on my bill..."

Being modern: Ikea

Ikea: it has become almost as ubiquitous as childbirth and, similarly, though the experience may cause pain, we'll always go back for more.

Santander brings call centres back to the UK from India

Santander has become the latest UK company to bring its international call centres back to the UK. The bank, which has performed poorly over complaints according to the industry ombudsman, says it has made the move in order to improve customer service.

UK firms decide it's time to hang up on Indian call centres

Santander is the latest company to bring customer service operations back to Britain, Sarah Arnott reports

Simon Read: Santander deserves a second chance to get it right

Customer service has become a crucial battleground for banks. Still suffering from the negativity generated by their major role in the credit crunch and the subsequent recession, our high-street lenders know they need to improve the way they deal with customers to rebuild their tattered reputations.

Energy giant Scottish and Southern Energy to shed 900 jobs

Up to 900 jobs will be axed at Scottish and Southern Energy (SSE) after the company announced today it was immediately suspending all its doorsteps sales.

Santander call centres return to UK



Banking giant Santander UK today said it had returned all its call centres in India to the UK following complaints from customers.

Liverpool players, including Alberto Aquilani, return to training

Liverpool captain Steven Gerrard and £35million record signing Andy Carroll both returned to pre-season training alongside one player who was back at Melwood for the first time in almost a year.

Julian Knight: Free bank shares sound good – but just won't work

It took barely 24 hours for No 10 to close down Nick Clegg's idea that we should all be given shares in RBS and Lloyds.

Only geeks work at Best Buy: electronics giant sues over label

Careful who you call a "geek." It might get you sued. The US retailer Best Buy, which is renowned in roughly equal measure for selling cheap electronics and providing patchy customer service, is claiming legal ownership of the well-worn term of abuse.

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Day In a Page

Burgundy, the River Rhone & Provence – MS Swiss Corona - seven nights from £999pp
Lake Maggiore, Orta and the Matterhorn – seven nights from £899pp
Sicily – seven nights from £939pp
Pompeii, Capri and the Bay of Naples - seven nights from £799pp
Istanbul Ephesus & Troy – six nights from £859pp
Mary Rose – two nights from £319pp
Screwing your way to the top? Good for Lana Del Rey for helping kill that myth

Screwing your way to the top?

Good for Lana Del Rey for helping kill that myth, says Grace Dent
Will the young Britons fighting in Syria be allowed to return home and resume their lives?

Will Britons fighting in Syria be able to resume their lives?

Tony Blair's Terrorism Act 2006 has made it an offence to take part in military action abroad with a "political, ideological, religious or racial motive"
Beyoncé poses as Rosie the Riveter, the wartime poster girl who became a feminist pin-up

Beyoncé poses as Rosie the Riveter

The wartime poster girl became the ultimate American symbol of female empowerment
The quest to find the perfect pair of earphones: Are custom, 3D printed earbuds the solution?

The quest to find the perfect pair of earphones

Earphones don't fit properly, offer mediocre audio quality and can even be painful. So the quest to design the perfect pair is music to Seth Stevenson's ears
US Army's shooting star: Lt-Col Steven Cole is the man Hollywood calls when it wants to borrow a tank or check a military uniform

Meet the US Army's shooting star

Lt-Col Steven Cole is the man Hollywood calls when it wants to borrow a tank or check a military uniform
Climate change threatens to make the antarctic fur seal extinct

Take a good look while you can

How climate change could wipe out this seal
Should emergency hospital weddings be made easier for the terminally ill?

Farewell, my lovely

Should emergency hospital weddings be made easier?
Man Booker Prize 2014 longlist: Crowdfunded novel nominated for first time

Crowdfunded novel nominated for Booker Prize

Paul Kingsnorth's 'The Wake' is in contention for the prestigious award
Vladimir Putin employs a full-time food taster to ensure his meals aren't poisoned

Vladimir Putin employs a full-time food taster

John Walsh salutes those brave souls who have, throughout history, put their knives on the line
Tour de France effect brings Hollywood blockbusters to Yorkshire

Tour de France effect brings Hollywood blockbusters to Yorkshire

A $25m thriller starring Sam Worthington to be made in God's Own Country
Will The Minerva Project - the first 'elite' American university to be launched in a century - change the face of higher learning?

Will The Minerva Project change the face of higher learning?

The university has no lecture halls, no debating societies, no sports teams and no fraternities. Instead, the 33 students who have made the cut at Minerva, will travel the world and change the face of higher learning
The 10 best pedicure products

Feet treat: 10 best pedicure products

Bags packed and all prepped for holidays, but feet in a state? Get them flip-flop-ready with our pick of the items for a DIY treatment
Commonwealth Games 2014: Great Scots! Planes and pipers welcome in Glasgow's Games

Commonwealth Games 2014

Great Scots! Planes and pipers welcome in Glasgow's Games
Jack Pitt-Brooke: Manchester City and Patrick Vieira make the right stand on racism

Jack Pitt-Brooke

Manchester City and Patrick Vieira make the right stand on racism
How Terry Newton tragedy made iron men seek help to tackle their psychological demons

How Newton tragedy made iron men seek help to tackle their psychological demons

Over a hundred rugby league players have contacted clinic to deal with mental challenges of game