FoneQ is the new organisation that aims to improve consumers’ experience of customer service telephone call centres by championing their concerns. It will also call to account organisations that have, for too long, got away with disgraceful and sometimes dishonest service.

Almost every adult in the UK has their own library of horror stories about the way they have been treated on the telephone by organisations that are supposed to provide a service.

FoneQ Director Peter Reynolds says: ``Enough is enough.  Now, for the first time, consumers will have an organisation to represent their interests. FoneQ will store, collate and publish information and performance statistics about consumers’ call centre experiences. ‘’

FoneQ will publish minimum acceptable standards of service and organisations will

be encouraged to apply for recognition of their commitment to meeting these standards.   Regular monitoring and testing will ensure compliance with these standards.

FoneQ will also campaign for honesty in publishing the cost of customer service calls, attempting to dispel the confusion around 0800, 0845, 087x, etc, numbers and including calls made from mobile phones which an increasing number of consumers prefer to use.

League tables of best and worst offenders based on actual testing and on levels of unprompted complaints will be produced, and FoneQ will aim to embarrass, expose and humiliate organisations that let down consumers with unacceptable service.

FoneQ will operate principally through its website www.foneq.co.uk.  Information and spokespeople will be available to the media on request.  A forum is provided on the website for consumers to submit details of their experiences.

For further information please contact

Peter Reynolds

01243 372374

07932 401003

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