Consumers' Association

For a so called customer champion, Which’s customer service is unbelievably awful.I took out a digital membership on 16th December. To this day I have not received confirmation of my membership and therefore cannot access my membership. Instead I discovered that the membership I had ordered has been sent to someone else! I immediately sent a complaint to Which? Apart from an automated reply confirming receipt, I heard nothing from Which? until 24th December, 8 days later (they claim to try and reply by the next working day, though sometimes they take ‘a little longer’.) This long awaited reply was nothing more than a vague one line summary of my complaint. Since then, I have heard absolutely nothing.So, I have paid for a membership but I have no access to it and my data has been shared with a third party. I am quite simply flabbergasted by this experience of Which?. It is so contrary to the mission of the organisation as a consumer champion. It is the type of behaviour that Which? would slam.UPDATE26th January,41 days after my complaint and still no resolution. Still under investigation apparently. Consumer champion? You are having a laugh.

Blueisthecolour Donor · Mar 26, 2026 Trustpilot

I paid for a digital membership which was easily done but now I want to cancel the only way to do this appears to be to phone a number in the daytime.I have since had a reply that is a lie. Which did not respond to my email and when I Iog into my account to cancel there is not an option for cancellation instead I am directed to live chat or a telephone number both of which are closed.

Gavthegas Donor · Mar 26, 2026 Trustpilot

I can only concur with all the previous comments. Just spent 30 minutes on the phone with no answer. Been a member for many years and just want to change my subscription, which (no pun intended) you can't do online, you have to contact them, but they don't answer. Shocked at how poor this so called consumer protector can be at communication. Will cancel my subscription - if I ever get through.

Tony Davies Donor · Mar 26, 2026 Trustpilot

Which? are actively promoting a scam DashCam called Dashwiser. They are actively promoting fraud. See Dashwiser trustpilot reviews to understand how bad this business is.

Simon Rogers-Coltman Donor · Mar 26, 2026 Trustpilot

Terrible customer service!! I haven't been able to change my membership type online for months. "We're upgrading our systems, so you may not see all of your subscriptions here yet." - So time to cancel......if they ever answer their phone line!!? This is bordering on criminal, from a company that reviews other companies.....time for someone to review Which!

Charlie Farley Donor · Mar 26, 2026 Trustpilot

For an association which is supposed to be championing consumer rights the membership cancellation process is totally unacceptable.I was not able to cancel online, the website told me that I should do so using live chat or by calling. However the live chat was not working, and I had to queue for more than 20 minutes on the telephone before I spoke to an agent.Members should be able to cancel online

Stuart Adamson Donor · Mar 26, 2026 Trustpilot

And I assumed they were trustworthy.Which Magazine advertise a current subscription rate of £11.99 a month for Full Access. I have been charged £13.99 a month. Why am I paying more that the current rate? An email received today proposes a new charge of £14.99. Why the increase?I tried to contact Which by phone - 15 minutes and no response. I tried to contact Which by Live Chat - 30 minutes and no response. Why can't I cancel my subscription online ?The following was their response to a similar complaint from October 2021. They say "soon" but over 3 years has lapsed since this commitment was made. This can only be explained as a deliberate company policy to maximise income."It is true that the current forms of cancellation are via email, phonecall, letter or live chat. We'll soon be allowing all members to maintain their subscriptions, with changing their payment details and ceasing their subscriptions online. We're keen to ensure that our website and features are brought up to date as soon as possible."

MR JOHN LANE Donor · Mar 26, 2026 Trustpilot

Which is rated on trustpilot.com with such low rating with a reason. I have not read about Which's ratings before I have subscribed to it. Big mistake as canceling. Which's subscription is like 'getting rid of Sky'... very long times on phone or chat for an agent to support on canceling for obvious reasonns. No reason for Which to keep customer's money against customer's will without being categorized a scam. Never again Which added to my growing list: HOTPOINT, WHICH, SKY Watch-out!

SP Donor · Mar 26, 2026 Trustpilot

"The consumer champion" it calls itself. It cannot be further from the truth. This company MUST be if the truth is told one of the worst customer service in the UK. It took them over 3 months to sort out my subscription address and to make matters worse they still send the magazine to...East Yorkshire FRANCE. When I wrote to them about one of their best buy washing machine having inherent fault according to a number of reviews, they told me they are not aware of it. They could not even be bothered to check. Customer service is non existent and incompetent. How this company is believed by people is a proof that one can fool people all the time. It is the classic "the camel never sees his hump" they criticise other companies and forgetting about themselves. They should look in the mirror, they will find an incompetent company therefore not to be trusted. It is a myth that this company is on the side of customers since they could not even manage to give their own customers an average service.

mo lakhdari Donor · Mar 26, 2026 Trustpilot

Took out subscription to Which? digital and to Which Legal number of years ago. Had various problems on the Which? reports - queries re gaps in info or reviews of products that are simply not available for the consumer to buy (ceased by Manufacturer 2 yrs earlier) etc. Various problems reported - some just ignored and some given lip service. Not had to use Which Legal until last year. Booked appointment and explained what issue was about. on the day got a call to the agreed number and confirmed who I was. Then Which Legal wanted to go through what they referred to as "security" - I pointed out I was expecting discussion of a legal issue and no personal information was relevant (and I wasn't asking for any personal info to be confirmed) - I just wanted them to clarify which bit of legislation would be relevant for the circumstances. Which Legal adviser (WL adv) refused to speak to me until I had answered all his "security" questions - I tried to point out he had called me and could be anyone just requesting my security details - I said I should be asking him to prove who he was - he called me ! Clearly very annoyed the WL adv hung up the call !! Tried to register a complaint but unable to get through to anyone.Current situation - contacted WL re a parking ticket - that I thought was incorrect. Booked appt and got call on the day from adviser. Call was cut off twice - once in the middle of adviser speaking (believe this was a tech issue) and the second time - seemingly - when the adviser didn't want to answer difficult questions ! Adviser took over 10 mins to try call back each time - after the 2nd - I was on phone making a complaint !Problem - WL adviser stated they didn't provide advise concerning parking tickets issued by councils - I was somewhat shocked as it states parking tickets issued by council very clearly on their website. The adviser was adamant they did not cover this area.The adviser subsequently sent through a non-working link and a quoted p

Gerrry Donor · Mar 26, 2026 Trustpilot