Hidden fees to be banned as part of online shopping reforms

Crackdown on ‘drip pricing’ – where the price paid at the checkout is higher than originally advertised due to unavoidable fees – follows a government consultation

A ban on unavoidable hidden charges – or ‘drip pricing’ – is set to become law following a government consultation on improving price transparency and product information for consumers.

Drip pricing occurs when consumers are shown an initial price for an item or service, only to find additional fees are revealed later in the checkout process.

Research has found 72% of transport and communication providers are guilty of applying hidden charges in this way. More than half of entertainment (54%) and hospitality (56%) providers were also called out for these sneaky hidden fees.

Fake reviews will also be added to a list of banned business practices, and firms will have to provide clearer labelling for prices on supermarket shelves. 

Minister for Enterprise, Markets and Small Business Kevin Hollinrake said:

‘From supermarket shelves to digital baskets, modern day shopping provides customers with more choice than ever before. But with that comes the increased risk of confusion, scams and traps that can easily cost the public more than they had planned.

‘Today’s announcement demonstrates the clear steps we’re taking as a government to ensure customers can compare purchases with ease, aren’t duped by fake reviews, and have the sting of hidden fees taken away.’

The measures will be legislated for as part of the Digital Markets, Competition and Consumers Bill as it progresses through Parliament, and are expected to be issued in the spring.

Unavoidable fees cost consumers £2.2 billion every year

‘Drip pricing’ is costing UK consumers a total of £2.2 billion each year. Under the new rules, mandatory fees must be included in the headline price or at the start of the shopping process, including booking fees for cinema and train tickets.

Optional fees such as airline seat and luggage upgrades for flights will not be included in the measures.

Action to stop fake reviews

The DBT said reviews were found to be used by 90% of consumers and contributed to the £224 billion spent in online retail markets in 2022.

The government has been consulting on whether fake reviews should be added to the current blacklist of commercial practices. 

New rules could ban companies from facilitating fake reviews – including commissioning or incentivising someone to submit a fake review or posting reviews on their platforms without checking they are genuine.

The Competition and Markets Authority (CMA) has contributed to new guidance to tackle fake reviews, which would make website hosts accountable for reviews on their pages.

New measures to help consumers as they shop

The competition regulator told supermarkets last year to make pricing clearer to help shoppers find the best deals. 

Its investigation uncovered different measurements being used for similar products making it impossible to compare like-for-like costs. For example, tea bags that were priced per 100 grams for some brands and per tea bag for others. 

The Price Marking Order (PMO), which requires traders to display the final selling price, and where appropriate the final unit price – for example the price per kilogram – will also be reformed.

The DBT said proposed changes would ensure unit pricing was consistently applied, including to promotions and special offers, to help consumers compare products easily and identify what items represent the best value.

A CMA spokeswoman said: ‘It’s positive to see the Government pushing ahead with changes to tackle behaviour that misleads shoppers or leaves them out of pocket – which includes accepting the CMA’s recommendations for clearer groceries pricing.

‘Stronger laws and tools, including giving the CMA the power to fine companies for breaching consumer law under the DMCC Bill, will bolster the work we are already doing to protect consumers.’

British Retail Consortium assistant director Graham Wynn said: ‘The BRC looks forward to continuing to work with officials as practical detailed implementation plans are developed. We are committed to ensuring information given to consumers is clear and they are not misled in any way.’