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Articles for Category Tag - Alternative Dispute Resolution

 
computer broadband technical problem uk

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.

matthew_vickers_ombudsman_services

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).

carefree_communication_uk_isp

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.

consumer switching uk broadband and phone

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.

carefree_communication_uk_isp

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.

consumer complaint uk red triangle warning sign

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.

consumer complaints uk isps

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.

call centre fail

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.

Vodafone UK 2016

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.

pile of pounds sterling currency

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.

vodafone uk broadband

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.

ofcom uk telecoms regulator

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.

complaint form uk isp adr ofcom broadband

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.

telephone support rage and complaints

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.

consumer_giving_a_helping_hand

1st October, 2015 (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 (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 (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.

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