Vodafone ordering fiasco

Monday, April 20th, 2009 in General

Around 2 months ago my wife ordered an upgrade to a Nokia 5800 from Vodafone. This should have been a straight-forward every day thing for them, but somehow it ended up taking 2 months and various departments before she finally received the phone.

It all started with a mistake when giving the delivery address over the phone. Once that was corrected the problems started:

  1. Wait for phone for up to a week, receive no dispatch text and no phone.
  2. Phone up.
  3. Get told order was never placed or was cancelled.
  4. Get promised phone will be reordered (sometimes with a promise of a call back to confirm).
  5. Go back to step 1.

Admittedly there were stock problems at the time since this was a new phone, but the delays were still unacceptable. After about the 12th phone call my wife enquired as to why it seemed impossible to actually order the phone. This is how they (2 people said the same thing) said it works:

  • Phones can only be “ordered” during working hours.
  • If the warehouse receives an order and none are in stock they cancel the order.
  • When new stock comes in they all sell out within minutes.

This seemed like an almost unimaginable system – I honestly couldn’t believe it worked like this. How do they sell out so quickly if you can only order when they’re in stock? Are the entire Vodafone staff poised ready to order the second they come in? Madness!

So, after getting authority on my wife’s account, I head on to the Vodafone eForum with this post. They assure me the system can’t be as described, and do their best to help. This is when I discover that they have great difficulty sending emails, half of them getting lost or receiving no response. I’ll admit the staff were polite and helpful, but after a few weeks we still didn’t have the phone.

We decided enough was enough and decided to lodge a complaint. I spent a while trying to find an address to write to on their site, but failed (it is buried in there, I discovered eventually, but it’s well hidden). Whilst googling though I came across the following link:

http://campaigns.vodafone.co.uk/complaints/

Interestingly this was a paid advert on Google, so it seems at least somebody cares enough to deal with the problems. We submitted the form on the weekend and within a day or two got a response. We had one member of staff throughout who was extremely helpful and polite. She confirmed that the system is as crazy as described, but that there’s resistence to change. Within a few days though the phone arrived.

I find it hard to understand how a person in the complaints department can solve the problem so quickly and everybody else can fail. Still, it shows that complaining works :-) .

To help others I thought I’d mention this on the eForum, but my post was rejected! The reason given was:

Whilst we really do appreciate your contribution to the eForum, can we please ask you to refrain from posting this link as it detracts from our desire to help out first hand! We trust this is clear now, and hope to see your contributions to the eForum again soon!

Given that kind of cenorship I don’t think I’ll bother in future…

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Petition: Savings account summary box

Tuesday, March 31st, 2009 in Finance

Martin Lewis, of moneysavingexpert.com, has launched a petition on the Number 10 government petition site. He’s petitioning the Prime Minister to mandate savings account providers to include the current interest rates on every statement.

I think this is a worthy cause. Recently I’ve been trying to find the rates of my savings accounts and it’s certainly not as easy as it should be. It gets particularly tricky when a provider has multiple accounts with similar names, often the same account but different issues. Working out which you have can take some time.

So, if you agree please take a moment to sign the petition.

Thanks!

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Wordpress plugin recommendations

Friday, March 27th, 2009 in Computing

I’ve been using Wordpress for a few years and I’m now using quite a few plugins. Since I made use of other’s blog posts to find them I thought I’d return the favour and list the ones I’m using. So, here they are:

Plugins to make life easier for visitors

Visitors are the main reason blogs exist. If nobody is looking at your blog why bother writing it? So here’s a few plugins that make things a little easier for your visitors.

Yet Another Related Posts Plugin – website, wordpress directory

This plugins adds a list of related posts to the end of each post. It’s almost magical in how it works; it somehow just does the “right thing” without any configuration or input from you. It also adds related posts to your RSS feed, which is a great way to pull people back in to your site.

Since I’ve been adding excerpts to my posts lately I’ve configured this plugin to display excerpts in their entirety. I suppose if I write many more posts I might want to shorten them.

Subscribe To Comments – website, wordpress directory

Do you find it annoying having to check back on blogs you’ve commented on to see if others have commented too? If so, this plugin is almost for you. It will allow visitors to subscribe to comments being added to a post on your blog; when someone else comments they’ll receive an email update.

Sadly it won’t do anything to make your life easier visiting other blogs, but the more people that take it up the better. In fact, I’d go as far as to say this should be integrated in to Wordpress itself.

Top 10 – website, wordpress directory

This is a handy little plugin that’ll keep track of visits to your site and allow you to display a list of the top 10 visited posts. It’s pretty basic but does the job. I’d like to see it have an expiry on it so you could list the top 10 posts over the last 30 days, for example (this is already possible – see the first comment below).

I did try and use StatPress Reloaded (see below) to do this, but its listing was pretty naff (didn’t display post titles) and it worked on a URL basis rather than a post basis.

Add to Any: Share/Save/Bookmark Button – website, wordpress directory

There’s a whole load of sites out there for bookmarking and discussing other sites, so it makes sense to allow readers to quickly link to your blog posts. This plugin does just that – it adds a button to the end of each post which allows visitors to share, bookmark and email your posts to all sorts of services and people.

In addition, there’s a Subscribe Button plugin, which I don’t use, that allows readers to quickly subscribe to your blog in a multitude of readers.

Search Engine Optimisation

To get visitors your blog needs to be found. As well as the automatic pings that Wordpress sends out we need to make sure our blogs are easily found and indexed by search engines. These plugins help out with that process.

All in One SEO Pack – website, wordpress directory

This is the most popular plugin in the wordpress directory, and with good reason. It does various small tweaks to your site such as page titles and metadata, which in my experience do have a positive effect on the number of visitors. It’s surprising to see how little changes can make such a difference, but I won’t complain!

The nice thing about this plugin is that it’s all set to go after installation. You don’t even need to do anything to configure it, although it has plenty of options if you want to.

I highly recommend this plugin to all Wordpress users.

Google XML Sitemaps – website, wordpress directory

I don’t have much experience with this plugin, or Google sitemaps for that matter, but given Google’s dominance of the search market it makes sense to play along with it. This plugin creates a map of your site (actually just a list of posts, categories, etc) and submits it to Google. In theory this allows Google to properly index your site, but I’d have thought it’d do a pretty good job of that on it’s own.

It’s pretty straight-forward to set up, although if you have your blog under a sub-directory you might want to add a few static entries for the rest of your site. Then fire up the Google webmaster tools and submit the URL.

It turns out Google can also use your RSS feeds as sitemaps, so I did that as well.

Plugins to make things better for you!

We’ve looked at plugins to make life easier for your visitors and to bring more visitors to your site, but what about you? I’ve haven’t forgotten about the hard working blogger behind the site. Here’s a few plugins to help you out.

StatPress Reloaded – website, wordpress directory

This is an alternative version of the StatPress plugin. It gathers statistics about visitors including which posts they visit, where they came from, and what search terms they used to get there. It’s all information that’s available through Google Analytics (I’ve added that to my template, although there is a plugin to do it for you), but it’s nice to have it easily accessible within your admin area.

The information it provides is pretty interesting. I’ve found a few sites talking about my stuff and linking to me that I wouldn’t have found if the stats weren’t so readily available. I recommend giving it a try.

All in One Adsense and YPN – website, wordpress directory

Pretty much every personal site you visit these days has some form of advertising on it. Most overdo it, but done subtly it can be unobtrusive and provide an income stream. Don’t get me wrong, blogging isn’t a good way to make money – I certainly don’t make much – you have to put in a lot of work before you get anything worthwhile out of it. But if you enjoy writing blog posts why not make a little out of it?

This plugin makes it easy to insert adverts within the text of posts. In fact, there’s probably one somewhere within this post. It’s fully configurable and does most of the hard work for you. However, you will need an Adsense or YPN (which I don’t use) account to do it.

I have had some reservations about the way the donation code works, but it turned out to be just badly written code. Still, it gives me reason to not feel completely confident with this plugin, but until I find an alternative I’ll stick with it.

Math Comment Spam Protection – website, wordpress directory

Up until recently I had a graphical captcha plugin to help weed out spammers’ comments. After the problems I had with it I decided to switch to MCSP instead. It’s a simple plugin – it gives readers a simple mathematical sum to solve when posting a comment. That’s enough to keep the spammers at bay, but simple enough that any human should be able to do it.

I’m still in two minds about this one. On the one hand it is a lot easier than a graphical captcha, but at the same time those are what people are used to these days. I’ll give it some time and see how it goes, but the problem is that you never know if someone has given up on a comment because they couldn’t figure out the captcha.

Theme Test Drive – website, wordpress directory

The theme I currently have is based on the Wordpress default and I’ve had it for a few year now. Lately I’ve been thinking about getting a new theme, but I was left with the problem of how to test them. That’s where this plugin comes in – it allows you, as an admin, to see a different theme on your site to your normal visitors. This allows for testing and development of new themes without making your site look like a mess whilst you do it.

I guess this plugin isn’t something that everyone would need, unless you’re addicted to changing your theme of course. But it’s a good one to have around, maybe disabled, until you do need it.

Plugins to help out lost visitors

My last group of plugins are those for dealing with people landing on a 404 page (this happens when the page they’re looking for doesn’t exist). If we can get the visitor to the page they’re looking for they’ll be much happier!

Useful 404’s – website, wordpress directory

This is the most useful of the 404 plugins that I have installed. It analyses what’s happened and both notifies the user of the problem and sends you an email to let you know. It distinguishes between broken internal links, broken incoming external links and out of date search results, and acts accordingly for each situation.

On its own this plugin only does half the job, but it’s still a useful part of the overall 404 solution.

Smart 404 – website, wordpress directory

This plugin sits nicely with Useful 404. It attempts to figure out possible posts the visitor could have been looking for and gives a list of those for them to choose from. It’s not perfect – its algorithms seem quite basic – but I guess it doesn’t have much information to work from.

Google 404 – wordpress directory

This plugin is fairly similar in purpose to Smart 404, but instead uses the Google 404 widget to provide visitors with useful information. However, at the moment it’s not doing anything useful for me, but I’ll give it some more time before I decide to drop it.

That’s the end of my plugin recommendations. I hope you’ve found them useful.

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Broken pingbacks – what’s to blame?

Tuesday, March 24th, 2009 in Computing

For a while I’ve been noticing a lack of pingbacks from people linking to me. At first I put it down to people just not linking to me, but then after discussions with a colleague today I realised I didn’t have that annoying problem of them happening when I link to my own posts. I tested further and realised they weren’t working at all.

I debugged the issue using the good old “print debug messages all over the place” method – crude but effective. I started in xmlrpc.php and discovered that it was stopping at this line:

$comment_ID = wp_new_comment($commentdata);

This meant it was getting as far as trying to post the comment. It was then that I had a lightbulb moment. What would be stopping comments being posted? My captcha to stop comment spam (has it really been three years since I set that up?), that’s what!

My colleague has been using a numerical captcha-style plugin called Math Comment Spam Protection (MCSP) instead. I did a quick comparison between it and the SecureImage plugin and fairly quickly found the difference. This is from the MCSP plugin:

if (  ( !isset($user_ID) ) && ( $comment_data['comment_type'] == '' ) ) {

// Do not check if the user is registered & do not check trackbacks/pingbacks

By comparison, the SecureImage plugin only checked if the user is registered:

// If the user is not logged in check the security code

if ( !$user_ID ) {

The fix looks simple. But, given the lack of updates for SecureImage I decided it was time to move on. So now I have the MCSP plugin instead, and pingbacks are once again working.

I just have one request to make. Can anyone who’s linked to me in the last three years please try again? :-)

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UK Bank Rate cut to 0.5%

Thursday, March 5th, 2009 in Finance

Today the Bank of England cut the bank rate (commonly known as the interest rate) to 0.5%, the lowest value ever recorded. They also plan to inject more money in to the system to try and get the economy going again. The governor said this policy would “eventually work”.

Now I get the reasons behind this. The economy worldwide is in a bad state at the moment and governments are forced to make tough choices to try and rectify things. But I’m selfish, and all I see is that the interest on my savings will be reduced yet again.

I’m in the position of many people these days. House prices were soaring and getting that first step on to the housing ladder was hard. So, we took the decision to rent instead of buy and to save our money for a future house deposit. This worked well when rates were high; we had no expensive mortgage to pay and our savings were working hard for us (although, inflation meant that looked better than it really was).

But now after numerous rate cuts we’re seeing no benefit, we’re just seeing our monthly interest payments dwindle. Looking back 12 months I think we were earning roughly 3 times what we are now. That’s a huge drop! Fortunately we don’t depend on the interest to live, but I feel sorry for those that do.

This has led me, and many others, to start searching for better ways to invest our money. For short to medium term maybe corporate or government bonds are a good choice? Whilst equities are likely still the best long term choice. Maybe Zopa is good for medium term as well. But these all bring risk, and now probably isn’t the time to gamble with your savings (at least not all of it).

Next month brings the start of the next tax year. We’re already starting to see some attractive cash ISA deals, so come April I’ll be hunting out the best deals for our money – I’ll be sure to post the results!

So where does this leave rates now? Hopefully this will be the lowest they can go. Is it actually possible they’ll drop to 0.25% or even 0%? Will banks start charging savers rather than paying interest? Time will tell…

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Statutory Credit Reports 2009

Sunday, March 1st, 2009 in Finance

A couple of years ago I wrote about my first experience getting statutory credit reports. At the time I said I’d do them on a bi-yearly basis, so a week ago I decided to do them again.

The process is the same as before. The credit referencing agencies, Experian, Equifax and Callcredit, have a statutory obligation to provide you with your credit report. They are allowed to charge a £2 fee, which I presume is to cover the admin cost of producing the report. The process isn’t as easy as it could be – all three agencies have premium services which provide analysis of the report, so they’d prefer you did that instead. Consequently, it can take a few minutes to find out how to request the statutory one.

So to make life easier here are the current links as of February 2009:

Why would you want to do this? There are a few reasons I can think of:

  1. You’re about to apply for credit, or have recently been refused credit, and want to check the information the credit issuer has access to.
  2. You’re concerned about identity theft and want to make sure there’s no credit in your name that you don’t know about.
  3. You just want to check that the information held about you is correct.

I fall in to the last category. Thankfully all was in order this year – the only surprise was that I was already linked to my wife’s credit report. It turns out applying for a joint bank account creates an association between you – that was news to me! Fortunately we both have good credit histories.

As a closing comment I’d like to remind readers that the data they hold about you is yours, and you have a right to see it. Financial institutions would have you believe this is their data and that it’s for their eyes only, but don’t be fooled. It’s well worth the £6 to find out exactly what they’re looking at when you apply for credit.

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Questions about the Fidelity MoneyBuilder UK Index Fund (MT)

Thursday, February 26th, 2009 in Finance

Before opening a tracker fund I had a couple of questions about the Fidelity MoneyBuilder UK Index Fund (MT). They’re probably obvious to the seasoned investor, but I wasn’t sure, so I sent Fidelity an email to ask.

The first question was:

Is the fund an accumulation fund? If so, how do dividends get reinvested?

I was fairly sure what type of fund it was, but wanted confirmation. The second part was the bit I had misunderstood. I’d assumed it just meant that dividends, instead of being paid out, were automatically used to purchase new units. That’s not the case. Instead any distribution declared by the fund is reinvested in to the fund itself and therefore increases the value of every unit. So instead of getting more units, your existing ones go up in value.

The second question was:

If the unit price was £0.41 and I purchased £100 worth of units, I’d end up with 243 units worth £99.63. Where does the £0.37 go?

This seemed like an obvious question, but I’d made the mistake of assuming you can only buy units in whole numbers. It turns out that you can by fractions of units, so in the example above I’d get 243.90 units (I guess they round it off a little).

Note: I’ve not quoted Fidelity’s actual reply because it has one of those confidentiality clauses. Given the public nature of the answers it would probably have been fine, but it’s just not worth the hassle…

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Zopa

Monday, February 23rd, 2009 in Finance

Have you heard of Zopa? It’s got quite a unique name, it’s been in the press, and it’s been around for a good few years now, but most people I ask don’t know what it is.

Zopa is a peer-to-peer money lending site. What exactly does that mean? Well, it’s about bringing lenders and borrowers directly together. Banks have been doing this themselves for years, but with a huge void in between – you never know what’s happened to your money, only that you get a fixed rate of return, and that someone else is borrowing money, possibly yours. Zopa attempts to cut out this middle man and in return claims better rates for both lenders and borrowers.

What’s the catch? As with any scheme offering you more interest than a high street bank it’s more risky and involves more effort (not a lot, if you want to be lazy, but you can get heavily involved if you want!). By cutting out the middle man the guarantees to lenders are gone. You don’t put your money in for a fixed rate of return and wait for your income to appear. Instead, the rates can vary, and you’re directly exposed to late payments and defaulters (people who don’t pay).

Lets look at how it actually works. There’s two ways to lend on Zopa – the market place and listings. The market place is a place where lenders can offer money to certain categories of borrower (A* to Y, based on credit rating and/or age) at certain rates for a certain period of time (3 or 5 years). Borrowers then apply for loans (I’m not sure on this process because I haven’t done it) and get matched up with lenders by Zopa’s systems.

Zopa allow you to limit your exposure to each borrower. So when setting up your lending offer for the markets you can say to lend a maximum of, for example, £10 to each borrower. When the system matches up a loan for a borrower it has to use the offers from many lenders to build up a package. This is great for lenders since your funds are spread widely, which means if an individual borrower defaults the impact is less than it would be if you’d covered that entire loan yourself.

The other method of lending is called listings. These are more auction like – a borrower puts a listing up and gives details of their financial status and why they want money. Lenders can ask questions (publicly) about these details and can decide whether they want to make an offer. Offers are made for a certain amount at a certain percentage. When enough offers have been made to cover the loan the ones with high percentages start being knocked off the end. As the listing approaches its close lenders often fight to get their offer in at as high a rate as possible, which drives down the average rate (which is what the borrower gets). At the end of all this the borrower can decide whether to accept or not.

Personally I find the listings more fun than the market place, but in the long run the markets offer the best facility for lending. You can set your rates, turn on automatic lending (to automatically reinvest your returns from loans), and leave it to it. Rates would need reviewing on a regular basis, but that’s part of the fun of a system like this.

The next stage for loans from either system is the underwriters. This is the stage where the Zopa staff decide whether to approve the loan or not. They do a whole bunch of stringent checks which result in quite a large number of rejections. Whilst this can be frustrating it’s nice to know someone is taking the time to make the checks to safeguard your money.

Then the money is given to the borrower and the repayment process begins. Over the next 3-5 years (possibly less on listings, where the duration can be as little as 1 year) the money trickles back, including interest. The rates quoted do rely on reinvestment though, so it’s important to reinvest those returns (when they reach £10 blocks) to make maximum use of Zopa.

So what’s left to worry about? Bad debt and defaulters. It’s inevitable that a percentage of the borrowers will fail to pay or disappear. The spreading of money minimises impact, but it still happens. And worryingly the rate at which it’s happening seems to be on the up. Zopa is quite open about these figures, but they do seem to lag on reality, so take the numbers with a pinch of salt. If you stick to the higher end markets the risk is lower, but so are the returns. It’s a balancing act to decide how to set your rates against these risks.

Zopa is becoming increasingly popular of late due to the lower high street savings rates and the increasing difficulty in getting loans. I suspect this means more lenders are getting involved without fully understanding what they’re getting in to. The biggest issue I see is the longevity of the loans. You can’t get your money back for up to 5 years, and the constant recycling of funds means that’s a moving target. It’d be great to see Zopa doing a market place for existing loans where lenders can sell on their current loans, but that’s a whole new ball game, and I don’t expect they’ll do it any time soon.

Personally I’m probably not going to get seriously in to Zopa. It’s fun to play with and see how things go, but for now my savings will remain locked away in low paying savings accounts and ISAs.

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Starting out with investments

Thursday, February 19th, 2009 in Finance

Foreword: I’m new to investing so much of what I write may be incorrect or misguided. Please don’t take anything I say as financial advice.

For a while now I’ve been aware of the whole area of investments – shares, indexes, trackers, funds, corporate bonds, gilts, etc – but I haven’t yet dipped my toes in. After looking through the Foolish guide (a little dated, but still a good source of information) that’d been lurking on my shelf for a while I decided it was time to take the plunge.

Why now, given the current economic state? Well, that’s exactly why. Share prices are currently looking pretty attractive compared to where they were a year or so ago. Will things fall further? Possibly, but it’s quite likely (given past trends) that we will eventually pull out of this dip, and I’d like to be there to take advantage of that.

But, the main reason I guess is my age. I’m now 30, which means I’m not far off halfway to retirement! My wife and I both have pension schemes with our jobs, but it seems sensible to put away something extra. So I’m looking at the long term – we’re talking 30+ years. If I invest a regular sum every month for the whole period it should build up nicely by the time we retire, and we’ll be able to take advantage of pound cost averaging.

In this current climate I believe the most important investment to have is cash. Things are uncertain, so a buffer of a good few months salary is well worth having. We’ve been saving in to cash ISAs for a couple of years, so we’re OK on that front.

To start out my investment portfolio I’ve decided that an index linked fund will be best. It’ll make a good core holding, and I can add other holdings if I have some spare funds in future years. I’ll make a regular monthly payment and reinvest any returns (a Fool loves compound interest!). The FTSE All-Share index covers a broad range of the UK market, so something based around that seems like a safe choice.

The next question was whether to go with a passive fund (such as an OEIC – Open Ended Investment Company) or with an ETF (Exchange Traded Fund). There isn’t an ETF for the FTSE All-Share, but you can get something similar by combining the FTSE 100 and FTSE 250 funds. So the important factor becomes the cost, and for that we need to look at the TER (Total Expense Ratio) for each fund.

First I looked at the Legal & General UK Index Trust tracker fund. It has a TER of 0.52% which includes an AMC (Annual Management Charge) of 0.50%. Then I looked at the Fidelity MoneyBuilder UK Index tracker fund which has a TER of 0.30% including an AMC of just 0.10% – they claim to be the cheapest UK tracker fund on the market.

Next on to the iShares FTSE 100 ETF. That has a TER of 0.40%, of which 0.35% is an AMC. The iShares FTSE 250 ETF also has a TER of 0.40%. So not much to choose between them? Lets look at the other charges involved.

It turns out that it’s usually free to pay money in to a fund on a regular basis (and probably for lump sum payments, although I’ve not checked). However, the same can’t be said for ETFs. The clue is in the name – Exchange Traded Funds. This means that these funds are purchased on the stock exchange just like you’d buy a share in a UK company. The downside to this is the dealing charges, which can be around the £10 mark for each transaction – not a big deal for large lump sum investments, but look out regular investors!

Crikey! If you’re investing £100 a month that’s 10% of your money being used up straight away. Fortunately, it’s not quite that bad. Most dealers seem to offer a package for regular investors with a special rate of around £1.50 per trade. 1.5% is looking much better – invest more than £100 and it’s even less.

So, lets compare. When we’re talking about TERs of 0.30% to 0.52% for passive funds, 1.5% (lets assume a £100 pcm investment for now) seems quite high, right? Yes and no. For the first year it’s reasonable to do a direct comparison, but in the 2nd year you’re only paying the 1.5% charge on the money you put in during that year. So, now it’s 0.75% to add to your TER. Year on year the percentage compared to your total fund decreases to the point where it’ll eventually become insignificant.

Another thing to consider is dividends. The passive funds usually have an option to automatically reinvest dividends, which is a good thing for the long term investor. The iShares ETFs currently don’t, so you’ll have to reinvest manually. Not a deal breaker, but worth noting.

My conclusion is that they’re approximately equal for an investor (please remember my foreword!). Which did I decide to go for in the end? I’m still deciding, but I suspect I’ll be opening up a Fidelity account and investing in their MoneyBuilder UK Index fund in time to get it in to this year’s ISA.

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Why not allow joint ISAs?

Wednesday, February 11th, 2009 in Finance

So I’ve been looking at money again lately, and I’m left wondering why joint ISAs aren’t allowed. And yes, before some smart arse points it out, I know that the I in ISA stands for individual.

I don’t know about other couples, but what my wife and I have is an ISA each which we fill up each year. So instead of one account we have two. As far as I can see there is no difference between this and a joint ISA; the tax benefits are identical. In fact, it means there’s a whole load of additional accounts which wouldn’t exist if joint ISAs were allowed.

I therefore put forth the idea for a JSA. A Joint Savings Account, with two holders, two NI numbers, and twice the benefits of an ISA.

Who’s with me? :-)

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