General terms and conditions

Collecting information about you

We take the security of personal information very seriously and actively support the government help to ensure the law provides you with adequate protection.

So we can provide a high level of service, it is important for us to understand how our visitors use our websites, including which.co.uk, (the “Websites”) and any of our applications, including the Which? App (the “Digital Applications”), and so we will collect information about you. We will always act reasonably and in accordance with our privacy and cookie policies.

Please take the time to read these policies so you understand exactly what information we collect and why.Please note that any use of the words “includes” or “including” also includes the phrase “but is not limited to.”

What we will do for you

Accurate information: We will aim to ensure that all the information provided on our Websites and Digital Applications is accurate and up to date.

Availability: We will aim to ensure our Websites and Digital Applications are always available, but there may be times when, unfortunately, they will not be. We will try and keep any periods when they are unavailable to a minimum.

Accessibility: We will try to ensure our Websites and Digital Applications are accessible to everyone visiting them. If you are having problems accessing the Website or our Digital Applications, then please contact our customer services team to see what we can do to help.

What you should do for us

Please comply with our user-generated content terms if you are using any of our interactive services that allow you to add material to our Websites or Digital Applications (for example, text or images) or to contact other users of our Websites or Digital Applications.

Please take the time to check the advice on our Websites or Digital Applications is right for your individual circumstances and if you are making any important decisions, such as on financial, legal or medical matters, you should consult a qualified professional adviser who can provide specific advice based on your individual position.

Please make sure you're happy that any sites you link to from our Websites or Digital Applications is appropriate for you as we do not endorse that organisation and we have no control over the content of that website or how that site or organisation operates. 

You must not:

• use or encourage others to use our Websites, Digital Applications, and any content available through the services, including: text; audio; video; images; metadata; code; software; or anything made by people using our services, (collectively referred to as “Which? Content”) for their or your commercial gain, or in a way that could damage the reputation of Which?;
• use our Websites, Digital Applications, or any Which? Content to create, update or amend your own or someone else's databases;
• avoid, bypass or override the paywall on our Websites and Digital Applications;
• use or permit the use, where by automated means or otherwise, of any software, tool or other device (including, but not limited to robots, crawlers, spiders or scripts) on any Websites or Digital Applications, or otherwise on Which? Content, in order to monitor, copy, collect, bulk download, store or scrape on the Websites, Digital Applications or Which? Content (other than any such use by a public search engine for the sole purpose of providing direct, non-amalgamated links to Which? Content that do not include any generative or derivative works based on or including Which? Content);
• conduct data mining on, apply machine learning tools or models to, or train machine learning tools or models or any other artificial intelligence technology on, any Websites, Digital Applications or Which? Content; or
• use artificial intelligence tools or models for the purposes of generating text, images or any other material, output or derivative works based on or using Which? Content, whether or not in the same or similar style as the Which? Content.

Which? Content (including, but not limited to 'Best Buy', 'Don't Buy', percentage scores and star ratings) cannot be reproduced on any public forum, including all product review, retailer and blogging websites.

Please ensure any Which? Content you print, copy or download from our Websites or Digital Applications is for your personal and private use only. 

Please download Which? Content carefully because you will be responsible for any damage to your computer system that may result.

You must not do anything to damage or disrupt our Websites or Digital Applications and you must not use our Websites or Digital Applications in a way that may cause a nuisance to others.

We encourage you to use our Digital Applications, providing you do so responsibly. 

We also encourage you to link to any of our web pages, providing you do so responsibly. 

This means that:

• If we ask you to remove or change a link to our Websites, you do so as soon as possible.
• You do not create the impression that there is any association, approval, or endorsement with or by us.
• You must ensure any links are used in a fair and reasonable manner and that their use will not damage our reputation or take unfair advantage of it (commercially or otherwise).
• Unless you obtain our express permission, you must not include more than 10 links to our Websites on any one of your web pages.
• The Website you are linking from must not contain offensive, obscene, or defamatory material, and must not infringe anyone's copyright, trademarks or other similar rights.
• If anyone clicks on the link you provide to our Websites, it must open our Website in a new page and not within a frame on your website.

Other important things you need to know

What happens if things go wrong? Given the nature of our Websites and Digital Applications and the wide range of information and services we provide, it's possible that every now and again things may not go as planned. If we make a mistake, rest assured we will do our best to put things right as soon as possible.

Unfortunately, we will not be able to compensate you for any loss you may suffer as a result of:

• any mistake we make with the content on our Websites or Digital Applications;
• any parts of our Websites or Digital Applications being unavailable or inaccessible;
• your use of any organisation's website that you can access from our Websites or Digital Applications (including any purchase from that organisation and any use they make of the personal data you provide to them);
• the downloading or copying of any material from any of our Websites or Digital Applications;
• the content added to our Websites or Digital Applications by people using our interactive services; and
• inaccurate pricing information, including any price predictions.

We do not, of course, exclude any liability we may have in the unlikely event we have been fraudulent or if we are negligent and as a result we cause your death or personal injury, whether in connection with these general terms or any of our other website terms & conditions.

What happens if you don't comply with these general terms and conditions? You agree to compensate us for any loss that we suffer as a result of your failure to comply with either our general terms or any of our other website terms & conditions.

If anyone complains about your use of our Websites or Digital Applications or the content you add to our Websites or Digital Applications, you agree that we can control the handling of any such dispute and that you will fully support and co-operate with this.

Which? may vary any of its terms at any time, although we will only make changes if we think these are either necessary or reasonable. Please make sure you check our website terms & conditions homepage regularly for any announcements. The changed terms will normally take effect immediately upon publication, although where we think the changes are likely to be important to you, we shall always tell you in advance so you can decide whether to continue using our Websites or Digital Applications.

English law shall apply to all our terms and conditions and any disputes must be heard in an English Court. Nothing in any of terms and conditions affect your legal rights.

About us

Most of our Websites and Digital Applications are operated by Which? Limited, a subsidiary company of the Consumers' Association. Both companies - along with several other subsidiary companies - are part of the Which? Group. The Which? Group is also known simply as Which?

We are required to provide you with the following information about our companies:

Consumers' Association

• Company number: 580128
• Registered address: 2 Marylebone Road, London, NW1 4DF
• Registered in: England and Wales
• Company type: Limited by guarantee
• Email: [email protected]
• The Consumers' Association is a registered charity under number 296072.

Which? Limited

• Company number: 677665
• Registered address: 2 Marylebone Road,London, NW1 4DF
• Registered in: England and Wales
• VAT number: GB238534158
• Company type: Private limited company
• Email: [email protected]

Which? Financial Services Limited (Which? Mortgage Advisers) - a dormant company as of 30 June 2022

• Company number: 07239342
• Registered address: 2 Marylebone Road, London, NW1 4DF
• Registered in: England and Wales
• Company type: Private limited company
• Email: [email protected]