HomeServe investigating mis-selling claims

Date: 31/10/2011

Firms looking to purchase 0844 phone numbers for their customer service centres may be interested to hear the latest news from HomeServe.

The emergency repairs enterprise has put its telephone sales on hold due to claims it has been engaging in mis-selling.

If the situation is investigated by the Financial Services Authority, the company may face a fine.

Many employees have been told not to come into work and it is estimated that a significant number will have to be retrained.

Chief executive of HomeServe Richard Harpin said: "We are determined to ensure customers receive the highest standards of service and we have therefore taken swift action to address the issues identified by our review."

Earlier this month, telecoms firm TalkTalk was investigated by industry regulator Ofcom following claims it had been making silent calls in February and March of this year.

This is when there are not enough operatives to handle the number of calls successfully connected by automated machines, meaning there is no one on the end of the line when consumers pick up the phone.