User guide

Finding your way around the guide

To navigate between pages, click or tap the arrows to go forwards to the next page or backwards to the previous one. The arrows can be found either side of the page and at the bottom, too (circled in green, below).





Menu/table of contents

Click or tap on the three horizontal lines in the top-right of your screen to open the main menu/table of contents. This icon is always visible whether you're using a computer, tablet or smartphone. The menu will open on top of the page you’re on. Click on any section title to visit that section. Click the cross at any time to close the table of contents.


Text size

On a computer, you'll see three different sized letter 'A's in the top-right of your screen. On a smartphone or tablet these are visible when you open the menu (see above). If you’re having trouble reading the guide, click or tap on each of the different 'A's to change the size of the text to suit you.



On some images you'll see a blue double-ended arrow icon. Clicking or tapping on this will expand the picture so you can see more detail. Click or tap on the blue cross to close the expanded image.

Where we think a group of images will be most useful to you, we've grouped them together in an image gallery. Simply use the blue left and right arrows to scroll through the carousel of pictures.



If you see a word or phrase that's bold and dark blue, you can click or tap on it to find out more. The relevant website will open in a new tab.



If you see a word or phrase underlined, click or tap on the word and small window will pop up with a short explanation. Close this pop-up by clicking or tapping the cross in the corner.



On a computer, you'll see a question mark icon in the top-right of your screen. On a smartphone or tablet this is visible when you open the menu (see above).

Clicking or tapping on the question mark will open this user guide. It opens on top of the page you're on and you can close it any time by clicking or tapping the cross in the top-right corner.

Our values

We try to incorporate our values into everything we do.

Our values are a reflection of what makes a great day at Which? and bring us together as an organisation:




We care

We care about what matters to people. We take pride in the important work we deliver:

  • Actively listen to people and encourage feedback.
  • Treat people respectfully, creating a positive and inclusive environment.
  • Go out of your way to find time for, and help others.
  • Put the interests of consumers/members first.
  • Share and recognise success.






We're rigorous

We're thorough, focused, committed in everything we do:

  • Take responsibility for your work and take pride in what you do.
  • Challenge assumptions and seek out different perspectives.
  • Make evidence based decisions.
  • Produce high quality work.
  • Look for ways to make continuous improvements.





We're brave

We speak up for what we believe is right. We ask the difficult questions and uncover the answers:

  • Challenge the status quo by asking the questions or speaking up.
  • Take the initiative to find solutions and try new things.
  • Constructively stand up for your beliefs on what is right for consumers/members and colleagues.
  • Encourage giving and receiving honest feedback.
  • Trust others to do a great job, empowering your colleagues.





We make it happen

Using our insight, we make things better for people in the rights time in the right way:

  • Deliver on your promises and your goals.
  • Show perseverance and resilience by working through blockers to deliver outcomes.
  • Look for ways in which you can make things better.
  • Deliver positive outcomes and positive change.
  • Take the initiative to ensure what you are doing aligns to the Which? goals and ambitions.





We're connected

We're a community. We listen to each other and the outside world and share skills, experience and knowledge to deliver work we are proud of:

  • Gain insight from other’s perspectives - internal and external.
  • Work collaboratively across Which?, building and using a network of contacts.
  • Proactively share your knowledge and insight.
  • Work in a way that builds trust and strong relationships.
  • Invite others to test your thinking.







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