Home
 » ISP News » 
Sponsored

Three UK Fined GBP250K by Ofcom for Customer Complaint Failings

Wednesday, October 8th, 2014 (10:40 am) - Score 746
three uk mobile broadband

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.

Ofcom’s investigation, which was officially launched on 25th September 2013 (here), found that some complaints were closed without the company establishing that they were fully resolved. In other cases Three UK failed to log calls from customers as complaints when it should have done.

As a result related gripes were often not treated as part of Three UK’s formal complaints process and they did not make customers aware of Ofcom’s relevant Alternative Dispute Resolution (ADR) schemes.

Claudio Pollack, Ofcom’s Consumer and Content Group Director, said:

When things go wrong, customers are not only entitled to complain to their provider, but must have confidence that their complaint will be dealt with fairly. That’s why we impose strict rules on providers on how they must handle complaints.

We treat any failure to follow these rules very seriously. The fine imposed on Three takes account of the shortcomings in its complaints handling, but reflects that the harm to consumers in this case was limited. The company fully co-operated with our investigation and has now taken steps to ensure it’s compliant with the rules on complaints handling.”

In fairness the ADR process itself, which was setup to help resolve problems that have gone unresolved for 8 weeks, is far from perfect and telecoms operators can easily end up being charged around £350 +vat in fees (examples here and here), regardless of whether they win or lose the case. This may be one reason why Three UK used such questionable tactics to avoid going down that path.

The ISPA recently proposed some potential solutions to these issues (here). Meanwhile Three UK’s penalty, which must be settled within the next 30 days, will be paid to Ofcom and then passed on to HM Treasury.

Delicious
Add to Diigo
Mark Jackson
By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he is also the founder of ISPreview since 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
Leave a Comment
3 Responses
  1. William jopson

    i put up with 2 years of crap service from this company. Try to complain and they would just disconnect your call and eventually they would just not answer. Fine is way to low

  2. timeless

    talking about complaints, the b-tards stopped the free skype service they had on the network last month.. did some googling and it seems the free skype is being discontinued.. one of the main reasons l went to three was the skype part.

    then again l had not credited the phone in like 3 years because all my contacts l called the most were on skype lol so free calls.

  3. Bob2002

    There was a recent recording of Ryan Block trying to cancel his Comcast account where the Comcast employee wouldn’t let him leave – exactly the same thing happened to me with Three…

Comments RSS Feed

Javascript must be enabled to post (most browsers do this automatically)

Privacy Notice: Please note that news comments are anonymous, which means that we do NOT require you to enter any real personal details to post a message. By clicking to submit a post you agree to storing your comment content, display name, IP, email and / or website details in our database, for as long as the post remains live.

Only the submitted name and comment will be displayed in public, while the rest will be kept private (we will never share this outside of ISPreview, regardless of whether the data is real or fake). This comment system uses submitted IP, email and website address data to spot abuse and spammers. All data is transferred via an encrypted (https secure) session.

NOTE 1: Sometimes your comment might not appear immediately due to site cache (this is cleared every few hours) or it may be caught by automated moderation / anti-spam.

NOTE 2: Comments that break our rules, spam, troll or post via known fake IP/proxy servers may be blocked or removed.
Promotion
Cheapest Superfast ISPs
  • Hyperoptic £18.00 (*22.00)
    Avg. Speed 30Mbps, Unlimited
    Gift: Code: CHRISTMAS18
  • Onestream £19.95 (*34.99)
    Avg. Speed 35Mbps, Unlimited
    Gift: None
  • TalkTalk £22.50
    Avg. Speed 36Mbps, Unlimited
    Gift: None
  • Direct Save Telecom £22.95 (*29.95)
    Avg. Speed 35Mbps, Unlimited (FUP)
    Gift: None
  • Vodafone £23.00 (*25.00)
    Avg. Speed 35Mbps, Unlimited
    Gift: None
Prices inc. Line Rental | View All
Poll
*Javascript must be ON to vote*
The Top 20 Category Tags
  1. BT (2290)
  2. FTTP (1755)
  3. FTTC (1521)
  4. Broadband Delivery UK (1491)
  5. Openreach (1234)
  6. Politics (1227)
  7. Business (1093)
  8. Statistics (965)
  9. Mobile Broadband (886)
  10. Fibre Optic (881)
  11. FTTH (819)
  12. Ofcom Regulation (813)
  13. Wireless Internet (807)
  14. 4G (768)
  15. Virgin Media (742)
  16. Sky Broadband (546)
  17. TalkTalk (525)
  18. EE (508)
  19. Vodafone (397)
  20. Security (371)
Promotion
Helpful ISP Guides and Tips
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms  ,  Privacy and Cookie Policy  ,  Links  ,  Website Rules