» UK ISP News Archive » Article Archive - Tag: Alternative Dispute Resolution (27 Posts Found)
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Article Archive for Category Tag: Alternative Dispute Resolution

 
consumer complaints uk isps

31st March, 2017 - 10:52 am (0 Comments)

Ofcom has today launched a ‘Call for Inputs‘ on their plan to review the performance of Alternative Dispute Resolution (ADR) providers, which are third-party ombudsman schemes that help consumers to resolve complaints with broadband, phone and mobile providers etc.

call centre fail

15th February, 2017 - 9:20 am (4 Comments)

The annual report from Ombudsman Services, which is one of Ofcom’s Alternative Dispute Resolution (ADR) handlers for consumer broadband, phone and mobile complaints, has revealed that UK people made 55 million complaints during 2016 and 13% were telecoms related.

Vodafone UK 2016

26th October, 2016 - 7:52 am (10 Comments)

The telecoms regulator has today hit “failing” UK mobile and broadband provider Vodafone with a “record” fine of £4,625,000 after they were found to have breached a series of consumer complaint handing rules. Ofcom’s investigation of the case uncovered a variety of serious mis-selling, inaccurate billing and poor complaints handling procedures.

pile of pounds sterling currency

11th August, 2016 - 12:47 pm (7 Comments)

Ofcom’s proposal to give residential and small business consumers in the United Kingdom an automatic right to compensation from their broadband, phone or mobile provider when things go wrong (here), such as due to a “loss or reduction of service“, has drawn widespread concern from ISPs.

vodafone uk broadband

6th June, 2016 - 11:47 am (0 Comments)

The United Kingdom’s telecoms regulator, Ofcom, has today ruled that there are “reasonable grounds for believing” that mobile and broadband provider Vodafone breached consumer complaint handing rules by not having the correct procedures in place.

ofcom uk telecoms regulator

9th February, 2016 - 10:23 am (2 Comments)

The national UK telecoms regulator has decided to drop its own-initiative investigation into Vodafone’s billing procedures after they found that the mobile operator was behaving itself, although they are continuing to investigate how the operator handles customer complaints.

complaint form uk isp adr ofcom broadband

8th January, 2016 - 1:10 pm (3 Comments)

The UK Internet Service Providers Association (ISPA) and Internet Telephony Services Providers Association (ITSPA) have officially swapped their Ofcom approved consumer complaints handler (ADR) scheme from CISAS to Ombudsman Services.

telephone support rage and complaints

21st October, 2015 - 4:48 pm (0 Comments)

Ombudsman Services, one of Ofcom’s two approved Alternative Dispute Resolution (ADR) consumer complaint handlers, reports that it has so far received a total of 15,542 complaints about UK phone, mobile and broadband providers in 2015 and Q3 complaints were up 35% from three years ago.

consumer_giving_a_helping_hand

1st October, 2015 - 10:44 am (2 Comments)

The new Consumer Rights Act 2015 has today been officially introduced and, while most of its measures are focused on “goods“, there are a few changes that will affect consumer “services” like broadband, mobile and phone connectivity in the United Kingdom.

broken uk internet connection and running man

3rd July, 2015 - 7:46 am (4 Comments)

Mobile and Internet provider EE UK, which is in the middle of being gobbled by BT for £12.5bn, has today been fined £1 million after Ofcom found earlier this year that the telecoms operator had broken its rules for governing how you should handle customer complaints (General Condition 14.4).

vodafone uk broadband

11th June, 2015 - 12:02 pm (0 Comments)

The national telecoms regulator, Ofcom, has launched an own-initiative investigation into Vodafone’s billing and complaints handling procedures after an unspecified number of the mobile operator’s customers in the United Kingdom made related complaints.

three uk mobile broadband

8th October, 2014 - 10:40 am (3 Comments)

Mobile operator Three UK has been fined £250,000 by the United Kingdom’s national telecoms regulation, Ofcom, after it failed to handle some customer complaints in a fair and timely manner.

angry uk internet user

5th August, 2014 - 2:02 pm (4 Comments)

The Public Affairs Manager for the UK Internet Service Providers Association (ISPA), Andrew Kernahan, has today set out what sort of changes they’d like to see in order to improve Ofcom’s Alternative Dispute Resolution (ADR) process for handling serious consumer complaints against broadband providers. Would you support a pay to complain system?

telephone support rage and complaints

24th July, 2014 - 2:37 pm (12 Comments)

A new survey conducted by Which? on 3,621 members of the public has revealed that 68% of consumers who escalate their complaint against a service or utility provider (e.g. broadband, phone, energy, water etc.), such as by using an independent ombudsman, win their case. But sadly 60% of those who attempted to resolve a complaint directly were left dissatisfied

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