UK Services & Support Ltd BRITISHPassportServices Copycat Website issues DISCUSSION

[Alex96]

Re: UK Services & Support Ltd Passport Scam

Campana14, did they also sent you this? http://www.ukpassportoffices.co.uk/a...d-support-ltd/ have you spoken to the Advertising Standards Authority to see if its true? As they're saying this judgement was cancelled as the ASA ombudsman found that the ASA investigation was "seriously flawed". Is it true?

[Amethyst]

Re: UK Services & Support Ltd Passport Scam

Might be an idea to give the ASA a ring or an email with a copy of the article and asking them.

[Kati]

Re: UK Services & Support Ltd Passport Scam

http://www.asa.org.uk/Rulings/Adjudi...aspx#.VJGdoEAR

ASA Adjudication on UK Services & Support LtdUK Services & Support Ltd t/a UK Passport Offices

88-90 Suite
36 Hatton Garden.
London
EC1N 8PQ


Date:

17 September 2014
Media:

Internet (on own site)
Sector:

Business

Number of complaints:

1
Complaint Ref:

A14-273276


Background

Summary of Council decision:
Two issues were investigated, both of which were Upheld.
The ASA has received large numbers of complaints from consumers about websites that offer access to online government services but which are not the official channesl, and often charge a premium for their service. In July 2014, we published on our website the findings of research, conducted on our behalf by Ipsos MORI, into the public's experience of 'copycat' websites. This formed part of our on-going commitment to protecting consumers from misleading advertising and built on the work we've carried out to date, alongside government, trading standards and search engines, to address concerns about these sites.
Following the publication of the research the ASA made the decision to conduct several investigations to establish a clear position on how copycat websites should present their services to avoid misleading consumers.


Ad

A website for UK Passport Offices, www. uk passport offices . co . uk
a. The home page was headed "UK Passport Offices Information Resource" and smaller text underneath stated "Proud to claim No Passport Office or Government Accreditation". Text at the top of the page stated "UK Passport Offices.co.uk is Proud to Claim No Government Funding of [sic] Affiliation as the UK's Leading, Unaccredited Passport Office Advice & Information Resource unconnected to Her Majesty's Passport Office with all fee's [sic] paid to us separate to british passport fee's [sic]".
Text near the top of the page next to a photo of three passports stated "Live Passport Advice Helpline Tel: [phone number] Applications & Renewals Fast Track & 1 Day Service Our Fees Separate to Passport Fees Passport Office Appointments". Links underneath stated "Emergency Appointment" and "Apply Online Here".
Text in the body copy of the web page included "We are proud to claim no government funding or affiliation operating as an independent organisation from the government and Her Majesty's Passport Office with no ability to issue passports and all fee's [sic] paid to us not coming off the passport fee itself as we provide a range of optional value added services relating to British passports (see below comparison chart) not offered by HMPO even providing applicants with an optional Passport Office Exemption which saves the applicant time, travel and accommodation costs in attending their regional Passport Office in person."
Further down the page a table compared the services offered by UK Passport Offices and HMPO (Her Majesty’s Passport Office). Small print at the bottom of the page included "UKPassportOffice.co.uk is not affiliated with the government of Her Majesty's Passport Office ... Fees that you pay us, UKPassportOffice.co.uk are non-refundable and do not come off the passport fee as we are unaccredited, independent organisation".
b. Clicking on "Apply Online Here" in ad (a) linked to a web page headed "Passport Application Services" which included three links stating "BEGIN PROCESS" in blue, under the headings "1 DAY PREMIUM SERVICE", "7 DAYS FAST TRACK SERVICE" AND "3-6 WEEKS STANDARD PROCESS".
Text in the body copy below included "As part of our service we will arrange your free appointment and you will receive the following services as part of the unaccredited service that we offer to UK applicants. The fee that you pay us does not come off the passport fee as this will be due to Her Majesty's Passport Office on the day of your appointment. Our charges and value added services can be avoided by using the governments www.Gov.uk service" and the web page included the same table as ad (a) comparing services offered by UK Passport Offices and HMPO.
Clicking on the "BEGIN PROCESS" links led users though a number of web pages where they had to submit their details. Clicking "Submit application" linked to a web page headed "Payment Now Required" and text which stated "You now need to make payment of £117.60" in red and further text which stated "You can pay this online or over the pone using a credit or debit card. Alternatively you can use mobile, telephone, online bankling or pay the fee via your local Post Office". Clicking on a link which stated "PAY VIA CREDIT CARD OR DEBIT CARD ONLINE NOW" led to a web page which invited users to submit their card details and click "Pay".

Issue

The complainant challenged whether the website:
1. misleadingly implied that it was the official website for HMPO; and
2. was misleading, because it did not make clear that the fee charged by the advertiser was a service charge only, and that an additional fee was payable to HMPO to obtain a passport.

CAP Code (Edition 12)

3.13.173.33.9
Response

1. & 2. UK Services & Support Ltd t/a UK Passport Offices said they included a number of disclaimers in the header of each page of their website which advised visitors that they were an independent, unaccredited service with no government or HMPO affiliation, and that the fee they charged was not for the passport itself. They included these to ensure that visitors could make an informed decision as to whether or not to use their service. They also believed that the line "Booking Appointment for You" in the header of each page made clear they were an agency that booked appointments for people on their behalf, rather than taking bookings directly. They had added the statement "Our fees separate to Passport Fee's" [sic] having been advised by the ASA to add it on a similar website of theirs. Text at the bottom of each web page gave further clarification of the nature of their service, and that their fee was not the passport fee. This text was presented in a clear black font on a white background. Since receiving the complaint they had revised some of their web pages to further inform consumers what their service was and what they were paying for. This included adding text onto their comparison table regarding "Per Applicant Charge" with "£98" for their service and "FREE" for the HMPO service. They had added the comparison chart to all seven pages which referred to the Passport Offices throughout the UK to ensure that consumers who did not enter their website via the home page were not misled.
They said that upon clicking one of the booking buttons, applicants were taken to a web page which further clarified that their fee did not come off or include the passport fee due to HMPO. They had also added a link to the gov.uk website so that consumers could use that service if they preferred. Other steps in the application process provided further information and clarification and the terms and conditions presented were easy to understand and included their service fee, a breakdown of the passport fees and that they could avoid their service charges by going direct. Consumers were required to confirm they had read, understood and agreed to the terms and conditions before continuing. They said their booking form referred to the Passport Office in the third person which reminded consumers that they were separate to them. They also said their website's references to forfeiting cancellation rights and to late payment charge emphasised the impression they were a commercial website, rather than a government one. They said none of the passport fees charged by HMPO were identical to the service charges they levied.
They believed that consumers used their service knowing they were independent and having chosen to use their value added services, knowing exactly what they were paying for. They had taken steps to avoid the risk of consumers being misled by their site, including: not using the word 'official', not using 'direct' or 'gov' in their website address, not using a crown or crest artwork, not using a confusing name, not basing the design of their site on government websites, using an information packed website, not using small or unclear images, using clear disclaimers and distinctive logos and branding. Since receiving the complaint they no longer used any pictures of the passport application form.

Assessment

1. & 2. Upheld
The ASA understood that the www. uk passport offices . co . uk website enabled users to apply for a passport or make an appointment at a passport office, but was not the official government channel for that service. The www. uk passport offices . co . uk website charged for their application verification service, and their fees did not include the fee charged by HMPO, which consumers would still be required to pay directly to HMPO. We understood those fees varied, but that a standard adult passport delivered via the normal service cost £72.50. We considered that consumers were likely to infer that a website, providing application services for a government issued document, such as a passport, was official unless it made clear that was not the case.
The website included a number of disclaimers that UK Passport Offices were independent from HMPO and the government and that any fees paid directly to them were separate from the fee for the passport. However, the web pages contained a great deal of text and we considered that those disclaimers could easily be overlooked. We also considered that because the application process would be the main focus of consumers' attention, and they were able to proceed without reading the disclaimers, many consumers would therefore not read the disclaimers before proceeding with the application process. In the absence of a clear disclaimer the image of the passports was also likely to contribute to a misleading impression that the website was the official channel to obtain them.
The web pages included a comparison table which referred to "HMPO" which stated that HMPO charges were "FREE". However, the web pages included a great deal of text, and the comparison table appeared below the calls to action such as "Apply Online Here" and "BEGIN PROCESS" and consumers were therefore unlikely to scroll down the page to see the table in full. We also considered many consumers would be unfamiliar with the reference to "HMPO". Information regarding the HMPO charges, and that these were separate from those charged by UK Passport Offices, was included in the terms and conditions, which consumers were required to tick to say they had read. However, we considered that in the context of an application for a passport consumers were unlikely to read the terms and conditions in full, and that it was not sufficient to include important material information there.
We considered that many consumers would not be aware of the exact amount usually charged by HMPO for a passport and that it was important that the UK Passport Offices' website made clear that they charged a premium for their commercial application verification service, and that the fee charged by HMPO was separate.
We considered that to ensure consumers were fully aware of the nature of the service being offered, a prominent disclaimer should have been presented immediately alongside calls to action such as "Apply online here" and "Begin process" and the most prominent price statements on each page. Such a disclaimer should be clearly worded and presented separately from other information to ensure it was prominent and would be read by consumers. It should contain sufficient additional information to allow consumers to understand the non-official nature of the service on offer and the additional cost of using that service compared to using the official service directly. As best practice, it should do the following: state that passports are available directly from the official www.gov.uk website and specify their cost (or a "from" price if the amount varied), provide a link to that website, state that UK Passport Offices charge a separate and additional amount for their application verification service and specify that amount (or a "from price if the amount varied). Further clarity could be obtained by repeating this information on the final page of the online application process before consumers completed the transaction.
Because the website did not make it sufficiently clear it was not the official website to obtain a passport we concluded it was misleading. We also concluded the website was misleading, because it did not make clear that the fee charged by the advertiser was a service charge only, and that an additional fee was payable to HMPO to obtain a passport.
The ads breached CAP Code (Edition 12) rules 3.1 and 3.3 (Misleading advertising), 3.9 (Qualification) and 3.17 (Prices).

Action

The website must not appear again in its current form. We told UK Passport Offices to include on each page a prominent disclaimer alongside calls to action such as "Apply now" or similar and the most prominent price statements. The disclaimer should be clearly worded and presented separately from other information to ensure it was prominent and would be read by consumers.

It should contain sufficient additional information to allow consumers to understand the non-official nature of the service on offer and the additional cost of using that service compared to using the official service directly. As best practice it should: state that passports are available directly from the official www.gov.uk website and specify their cost (or a "from" price if the amount varied), provide a link to that website, state that UK Passport Offices charge a separate and additional amount for their application verification service and specify that amount (or a "from price if the amount varied). For additional clarity, this information would be repeated on the final page of the online application process before consumers complete the transaction.

[Amethyst]

Re: UK Services & Support Ltd Passport Scam

Might be an idea to give the ASA a ring or an email with a copy of the article and asking them.

I've emailed the ASA person I was talking to the other day regarding the '' investigation by the Independent Reviewer of ASA judgements, Sir Hayden Philips '' bits

[Alex96]

Re: UK Services & Support Ltd Passport Scam

Ok thank you, please post their response. If its b.s. we can all use it as evidence against them that this company is deceptive and bullying its customers into paying.

[Campana14]

Re: UK Services & Support Ltd Passport Scam

No, I don't believe that.

[Campana14]

Re: UK Services & Support Ltd Passport Scam

I don't believe it is truth because otherways he will put the new Asa decision.

[Campana14]

Re: UK Services & Support Ltd Passport Scam

The telephone number at the bottom of the page ( 02072221234) is transport for London.

[sparing simon]

Re: UK Services & Support Ltd Passport Scam

FYU we have some users over on MSE with the same issue and carbon copy meeting

http://forums.moneysavingexpert.com/...869030&page=99

[Alex96]

Re: UK Services & Support Ltd Passport Scam

I don't believe it is truth because otherways he will put the new Asa decision.

Matthew Wilson at the Advertising Standards Authority confirmed that the Independent Reviewer has made them re-open the UKPassportOffices.co.uk investigation! Seems like that article on their website is legit. Going to ask him to keep me updated on what the outcome of their is when their council make a decision on the complaint. Weird tho the ASA website makes no mention of this.

[Amethyst]

Re: UK Services & Support Ltd Passport Scam

The telephone number at the bottom of the page ( 02072221234) is transport for London.

They seem to have fixed that number now 020 7492 2222

[Amethyst]

Re: UK Services & Support Ltd Passport Scam

Just pasting the article from their site here incase it vanishes or changes

Ombudsman Slams Advertising Watchdog For “Serious Flaw” in Copycat Website Investigation

The UK’s Advertising Watchdog has come under fire after the Independent Reviewer of Advertising Standards Authority adjudications found a serious flaw in the investigation of one of the largest third party websites in the passport industry finding that ASA executives failed to consider research the agency had itself commissioned that would determine whether or not the website would mislead consumers. This serious error has forced the agency to re-open the investigation into the UKPassportOffices.co.uk website (case number: A14-273276).
The Advertising Standards Authority has made a strong point in 2014 to clamp down on misleading copycat websites that typically advertise on search engines that provide “document checking” and other services for a fee of £40 – £80 to access government services as has the Committee of Advertising Practice who since October 2014 has taken an active role in closely monitoring copycat sites and taking enforcement action against those who are not compliant with the CAP code.
In September the ASA published its findings of an investigation into website UKPassportOffices.co.uk finding that it was likely to mislead consumers into believing that it was a government website and that consumers were likely to believe that they were paying for the passport fee instead of this third parties services. No mention of the IPSOS Mori consumer research was made.
This irregularity prompted an investigation by the Independent Reviewer of ASA judgments, Sir Hayden Phillips who after carefully considering the facts found in early November that the Advertising Standards Authority had made a serious error in their conduct when investigating the complaint. The agency was slammed for failing to reference their own consumer research into copycat websites which focused exclusively on how consumers interact with copycat websites, whether they could tell the difference between the commercial sites and official government websites and findings of what the average consumer found misleading.
The ASA has been accused of white washing the case and having an agenda to find against the website regardless of the facts by Richard Howard the owner UK Services & Support Ltd and the UKPassportOffices.co.uk website who claims that the IPSOS Mori research exonerates his website from any claim that it is misleading. He claims the ASA intentionally ignored this research so that they could upheld the complaint and show to government and the media that they’re clamping down on all copycat websites regardless of whether they abide by the CAP code or mislead customers or not. All third party websites will suffer the same fate he believes.
The ASA were asked comment on why they failed to take into consideration or even mention the IPSOS Mori research when investigating the complaint into UKPassportOffices.co.uk an ASA spokesmen replied….
The Advertising Standards Authority refused to make a comment.
When asked why they had not updated the adjudication page to advise the media and public of this serious flaw they replied…
The Advertising Standards Authority refused to make a comment.
Questions have also been raised by Howard over the ASA’s interpretation of the “average consumer”. The law and the watchdogs CAP code defines the average consumer asinformed and reasonably observant and circumspect. However Howard blasts the agency for watering down the legal definition to suit the agenda of the ASA investigation. No case would have been opened if the true definition of the typical consumer had been used Howard claims. He also disputes the label “copycat website” for UKPassportOffices.co.uk stating that the company offers a package of 25 items for the service fee that it charges with only 3 also available from Her Majesty’s Passport Office.
When asked for comment on why the ASA found that an informed and reasonably observant and circumspect person would be misled by the advertising on UKPassportOffices.co.uk when each page contained multiple disclaimers they replied…
The Advertising Standards Authority refused to make a comment.
The Ipsos Mori research also found that the majority of consumers saw the value of copycat websites, did not see the need to have them outlawed or even regulated. UKPassportOffices.co.uk also claims to have integrated all of the “best practice” suggestions made by consumers in research and says they do comply in full with the CAP code. Howard claims that this is a clear case of politicians and government agencies ignoring public opinion and pushing forward with their own personal desires.
When asked whether there would be any job losses or disciplinary action brought against those who caused this blunder they replied….
The Advertising Standards Authority refused to make a comment.

---

Summary
Their is NO Adjudication against UKPassportOffices.co.uk nor any “Upheld” complaint against the accusation that our website could be confused as a government resource or that customers could be “mislead” into believing that they were paying for the passport fee when using our website. The A14-273276 investigation found at: http://www.asa.org.uk/Rulings/Adjudi...x#.VJGCkiusV8E is no longer active due to the error in the executives investigation.
Those who wish to validate that this is the case should contact the ASA on: 020 7492 2222

[Scammed]

Re: UK Services & Support Ltd Passport Scam

Just pasting the article from their site here incase it vanishes or changes


[/B]

Hi there,

I am new to this forum but like others got scammed by this copysite and now they are calling me and texting constantly about the outstanding money that I refuse to pay. In their text they said they emailed me but I have not receive anything. Have people heard anymore since? Any advice would be greatly received

[aviduser]

Re: UK Services & Support Ltd Passport Scam

Hi there

They have made a claim against me in the courts so clearly they are not messing about. There is now an active claim I think its the N1 form and I can log into the internet site and see this below so that isn't good. Anyone have any tips now?? I will acknowledge the claim ask for an extra 28 days and or simply dispute the claim? not quite sure.

Would appreciate any advice. Thanks


Claim SummaryClaimant
UK Services & Support Ltd

Claim Number

Defendant
Mr

Amount Claimed
£182.60

Court Fee
£25.00




Total Amount
£207.60

Issue Date
14/01/2015

[aviduser]

Re: UK Services & Support Ltd Passport Scam

Have responded and said they didn't make an appointment and please prove they did. What to do next, do I really get to goto court?