Dixons Carphone Warehouse has been handed a £29.1 million fine from the Financial Conduct Authority for mis-selling its Geek Squad service. The FCA said Carphone Warehouse trained its staff in ‘spin selling’ its Geek Squad policy to customers who already had insurance policies in place and didn’t need it.
The FCA started its investigation after whistleblowers reported the company were forcing staff to push the insurance and technical support product onto customers. They were trained to recommend Geek Squad to customers who already had phone cover. The FCA said staff were also trained in ‘Objection Handling’ of focusing on customer … Read more