Home » UK ISP News Archive » Article Tag: Alternative Dispute Resolution (36 Posts)
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Articles for Category Tag - Alternative Dispute Resolution
26th February, 2020 (6 Comments)
The UK Government has confirmed its intention to launch a ‘New Homes Ombudsman’ in order to protect homebuyers from “rogue” developers and their shoddy work, but if you look deep into the text this also appears to include tackling complaints related to “broadband performance.” Sadly the details are extremely vague.
6th December, 2019 (24 Comments)
The Ofcom approved consumer complaints handler firm Ombudsman Services, which is an Alternative Dispute Resolution (ADR) provider for broadband ISPs and mobile operators, has hired a former head of commercial and regulatory strategy at BT’s consumer business – Ed Dodman – to be their Director of Regulatory Affairs.
22nd June, 2019 (2 Comments)
Complaints firm Ombudsman Services, which is one of Ofcom’s Alternative Dispute Resolution (ADR) handlers for consumer broadband, phone and mobile gripes, has published a new report that notes how complaints about UK telecoms services have increased from 11% in 2018 to 12% this year.
5th March, 2019 (0 Comments)
Consultancy firm Mott MacDonald, which were hired by Ofcom to review the Alternative Dispute Resolution (ADR) process, have made a series of recommendations in order to better ensure that consumer complaints handlers for broadband, phone and mobile issues improve the process of accepting and adjudicating cases.
3rd December, 2018 (5 Comments)
The new CEO and Chief Ombudsman at UK consumer complaints handler firm Ombudsman Services: Communications, Matthew Vickers, has said that he sees his role as helping naughty broadband ISPs and mobile operators to retain more customers (i.e. reducing churn in the sector).
26th April, 2018 (0 Comments)
The UK telecoms regulator has fined a small broadband and phone provider – Care Free Communications – some £10,000 after discovering that the ISP contravened their rules (GC14.5) by not being a member of an official ombudsman consumer complaints handler (ADR) scheme.
11th April, 2018 (7 Comments)
The Government has today published a new Green Paper that proposes a number of changes to help protect consumers from bad practices, such as by simplifying Terms & Conditions (T&Cs), bundles and protecting people from “unexpected payments” that may arise via subscription services.
20th February, 2018 (0 Comments)
Little known broadband and phone provider Care Free Communications has got itself into hot water with Ofcom, which comes after the telecoms regulator found “reasonable grounds for believing” that the ISP was no longer a member of an Alternative Dispute Resolution (ADR) scheme.
27th November, 2017 (3 Comments)
The telecoms regulator has today made several changes to improve the performance of Alternative Dispute Resolution (ADR) providers, which are third-party ombudsman schemes that help consumers to resolve complaints with UK phone, broadband and mobile providers etc.
31st March, 2017 (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.
15th February, 2017 (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.
26th October, 2016 (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.
11th August, 2016 (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.
6th June, 2016 (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.
9th February, 2016 (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.
8th January, 2016 (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.
21st October, 2015 (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.
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