edeus said many lenders do have ‘free-phone’ or cheaper local numbers, but choose not to publicise them, preferring instead to advertise costly telephone numbers.
edeus claimed some lenders are also choosing to purposely keep callers on hold.
OFCOM, the independent regulator and competition authority for the UK communications industries, has expressed concern over the charges and has recognised that ‘call centers using 0845 or 0870 numbers have an incentive to keep customers on hold’. As a result OFCOM is taking steps to monitor charges, including capping calls rates.
The cost to the industry was calculated assuming 0845 number rates, and using edeus call centre statistics, while calls to edeus are free.
Commenting on this discovery, Alan Cleary, managing director at edeus, said: “It’s disgusting that brokers are being charged this much. I’m shocked that lenders are continuing to make money out of such a fundamental part of their service. The mere idea that some are delaying their call response times so that brokers pay more is outrageous. edeus have always operated a free-phone telephone line, it’s our belief that the ability to call us is all part of our service. Now that the total cost to brokers has been unveiled, I hope it hits home, and that more lenders take a long hard think about their call charges and the principles behind them.”
