Commenting on the announcement that EE has been fined £1m by Ofcom over complaints handling failures, Richard Neudegg, regulation expert at Uswitch.com, says: “A fine of this size shows how seriously Ofcom is taking failure to follow the rules on complaints – and EE was getting it wrong for almost three years.
“If telecoms companies don’t resolve consumers’ issues internally, people have a right to contact one of two free-to-use resolution schemes to get things sorted.
“Access to an Ombudsman is of huge importance. It gives people who feel they’ve been let down by a service provider another route to resolution.
“Part of the problem is the telecoms market’s complaints procedure is more confusing than other sectors. There isn’t one single Ombudsman, there are two that companies may direct customers to. So it’s extremely important information on how to access these is completely clear.”
FOR MORE INFORMATION
Lucy Smart
Phone: 020 7148 4663
Email: lucy.smart@uswitch.com
Twitter: @UswitchPR
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