Outrageous fake reviews and sneaky hidden fees are now banned
once and for all in a major win for consumers right across the
UK. These laws will help deliver economic stability as part of
the Plan for Change.
The new measures coming into force today will give the public
control over their cash and save them money in the long run.
All mandatory fees, such as admin fees or ticket booking fees,
must now be included in the headline price and can't be
deceptively dripped in throughout the checkout process, to dupe
customers into paying more than they originally bargained
for.
The ban aims to bring to an end the shock that online shoppers
get when they reach the end of their shopping experience only to
find a raft of extra fees lumped on top.
So, for shoppers buying train tickets – they won't be stung by a
hidden booking fee at the end of the checkout.
When buying a takeaway, the delivery and admin fees must be clear
at the start of the process.
The same will apply to all online shopping experiences from
concert tickets to trips to the cinema.
Every year a whopping £2.2 billion is spent by consumers on
hidden fees, which is why these new rules are coming into
force.
Not only will it create greater transparency, but it will make it
far easier for consumers to confidently compare products and
services to make sure they are getting the best bang for their
buck.
, Minister for Employment
Rights, Competition and Markets, said:
“From today consumers can confidently make purchases knowing they
are protected against fake reviews and dripped
pricing.
“These changes will give consumers more power and control over
their hard-earned cash, as well as help to establish a level
playing field by deterring bad actors that undercut compliant
businesses, helping to deliver economic stability as part of our
Plan for Change.”
Outlandish fake reviews will also be banned today – so customers
know what they are buying when they shop online.
The legislation will prevent punters turning up to a restaurant
with 5-star reviews only to be served 1-star quality food. Or
ordering a product online from a top-rated seller only to find it
never turns up, or that when it does, it doesn't look anything
like it did in the picture, despite what previous buyers
said.
Reviews were found to be used by 90% of consumers and contributed
to the £217 billion spent in online retail markets in 2023,
underscoring the importance of these new consumer protection
laws.
New laws will also help prevent well-intentioned and compliant
businesses from being under-cut by those seeking to catch out
consumers with stealthy additional prices and fake
reviews.
Notes to editors
- Legislation only bans unavoidable hidden fees. Optional fees,
such as airline seats and luggage upgrades for flights, are not
included.
- Website hosts are accountable for the reviews on their page.
Businesses and online platforms will be legally required to take
steps to prevent and remove the publication of fake reviews that
are published on their websites. This could include, for example,
having adequate detection and removal procedures in place to
prevent fake reviews being published.
