Each year there are some companies that are winners and some that are losers for consumers; some that do the right thing, and some that screw over their customers to make a buck.

With this in mind, Consumer Reports publishes its annual “Naughty or Nice” list of companies that had either really good or really bad customer policies over the past year. As CR editor Tod Marks says in a video accompanying this year’s list , “The list is a thumbs up or thumbs down on a specific company policy. To be clear, it’s not that we’re rating the company. We want to underscore some really great – and some not so great – policies.”