Super-complaint launched against excessive surcharges for Credit and Debit Cards

Excessive surcharges lead to complaint

Excessive surcharges lead to complaint

A super-complaint is to be launched about the “murky practice” of surcharges levied on customers who pay by debit or credit card.

The charges are higher than the actual cost of processing these payments, says consumers’ association Which?

Retailers, local authorities, estate agents and cinemas all imposed the charges, it claimed, with low-cost airlines the worst offenders.

But a group representing retailers said the complaint was misplaced.

When the super-complaint is handed to the Office of Fair Trading (OFT) on 7 March, the regulator will be required to give a response within 90 days.

If the regulator thinks there is a case to answer, then it can decide to launch a full investigation in its own right.

In the meantime, plans for a super-complaint have led to a series of claims and counter-claims across various industries.


Which? is arguing that the cost of processing a debit card payment is no more than 20p per transaction. For credit cards, it estimates the cost to be no more than 2% of the transaction.

The consumer group claims that the surcharges – levied at the point of payment – are often a fixed amount far in excess of the retailers’ costs and can increase owing to the number of people purchasing tickets.

It also claims that low-cost airlines charge a fee per passenger, per leg of the journey, even though there is only one payment to process.

“There is simply no justification for excessive card charges. Paying by card should cost the consumer the same amount that it costs the retailer,” said Which? chief executive Peter Vicary-Smith.

“Companies should not be using card processing costs as an excuse for boosting their profits.

“Low-cost airlines are some of the worst offenders when it comes to excessive card surcharges but this murky practice is becoming ever-more widespread, from cinemas to hotels and even some local authorities.”

The claims prompted an angry response from the retailers’ body, the British Retail Consortium (BRC), which blamed the card providers for high charges.

“On average, the banks’ charges for processing a credit card transaction are 15 times higher than for cash. But responsible, competitive retailers charge customers the same price for an item regardless of how they pay,” said BRC director general Stephen Robertson .

“I cannot speak for budget airlines, but retailers are actually protecting card-using customers from the bank’s excessive charges on them.

“We have been engaged in a longstanding campaign and legal action to bring those fees down to levels that reflect the actual, very low, costs of processing transactions. The banks should play fair by their customers as retailers do with theirs.

“There is a big card issue for retailers. It is the widely varying fees banks levy on them for processing the different payment methods. That is something few customers are aware of.”

However, the group which represents the debit and credit card providers has taken the side of Which? by supporting the super-complaint.

We called for government action to curb excessive surcharging for card payments ahead of the last election,” said Melanie Johnson, who chairs the UK Cards Association.

“It is high time customers are given a voice where the true cost of what they are buying is made clear to them.”

The super-complaint by Which? will call for:

  • Retailers to tell customers upfront and in plain language about surcharges
  • The charges levied on customers to be the same as the cost to the retailer
  • Retailers to absorb the “small” cost of processing debit card payments.

Prashant Vaze, head of fair markets at watchdog Consumer Focus, said: “Any debit or credit card charge should only be cost reflective. For far too long firms have made a quick buck through confusing and unfair card charges, which bear no relationship to the costs levied by payment agencies.”

“We hope the Which? super-complaint forces the OFT to take further action against companies padding their profits with unfair excess charges.”

Super-complaints have been in the armoury of consumer groups since 2002. Examples so far have included complaints about bank charges, payment protection insurance, prison call costs and doorstep lending.

In December, the OFT warned retailers about tricking customers with misleading price offers, including “drip pricing” such as adding compulsory delivery costs.

Is this something that happens to you? What is the most you have paid?

Comments & Debate

  1. April 16, 2011 at 3:56 pm Jose Smith Commented:

    The debit card fees charged by airlines are unacceptable and need to be stopped. Customers have not alternative payment methods.

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