Anna Tims’ dishonours list: the not-so good, the bad and the ugly customer service awards 2025

It is time to roll out the red carpet in recognition of those that worked hard to keep customers at arm’s lengthWhen the year began, I was a listening ear to Your Problems, my column for the Observer. Now I’m a Guardian consumer champion. Reinvention is always bracing. My old life was spent wrestling airlines, insurance firms and energy providers intent on plundering readers’ piggy banks. My new life? Wrestling airlines, insurance firms and energy providers intent on plundering readers’ piggy banks.It is a comfort in this era of seismic shifts to know some things remain constant. You can bank on energy firms to chill your marrow with billing psychodramas and phantom accounts. Meanwhile, certainty is still the business model of insurers: many would say you can be certain that if you damage your car, or yourself, your provider will look for a reason to stall over your claim. Continue reading...