Home » UK ISP News Archive » Article Tag: Alternative Dispute Resolution (48 Posts)

Articles for Category Tag - Alternative Dispute Resolution

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Ofcom to Improve Handling of UK Broadband and Phone Complaints UPDATE

15th January, 2025 (5 Comments)

The UK telecoms regulator, Ofcom, has today proposed to make it quicker for people to access Alternative Dispute Resolution (ADR) providers, which are third-party ombudsman schemes that help consumers to resolve complaints with their phone providers, broadband ISPs and mobile operators.

Communications Ombudsman Reports Q3 2024 Rise in UK Telecoms Complaints UPDATE

12th December, 2024 (0 Comments)

The Communications Ombudsman, which is one of Ofcom’s two approved Alternative Dispute Resolution (ADR) providers for UK consumers of broadband ISPs, mobile and landline phone providers, has released its complaints data Q3 2024 and reported a 29% increase compared to the same period in 2023.

Communications Ombudsman Report Surge in UK Telecoms Complaints

5th September, 2024 (3 Comments)

The Communications Ombudsman, which is one of the two Ofcom approved Alternative Dispute Resolution (ADR) providers for UK consumers of broadband ISPs, mobile and landline phone operators, has released its complaints data for the first half of 2024 and reported a 54% increase in telecoms cases accepted vs the same time last year.

New 2024 Study Ranks 26 UK Broadband ISPs for Customer Service

7th May, 2024 (6 Comments)

A recent Freedom of Information Request (FoIR) filed by Broadband Genie has revealed that complaints to Ofcom about UK telecoms providers (broadband, mobile etc.) increased by 37% last year to 34,000. In response, the comparison site has published a new survey of customer service, which sees YouFibre, Trooli and Zen Internet top the table.

Ofcom Begins Review of UK Telecoms Complaints Handlers

29th November, 2023 (13 Comments)

The UK telecoms regulator, Ofcom, has today began a review to examine whether the Alternative Dispute Resolution (ADR) providers, which are third-party ombudsman schemes that help consumers to resolve complaints with their phone providers, broadband ISPs and mobile operators, is working effectively.

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New Bill to Boost Consumer Protection on UK Broadband and Mobile

25th April, 2023 (6 Comments)

The Government will today introduce their new Digital Markets, Competition and Consumer Bill (DMCCB), which among other things also promises several new protection measures that could benefit customers of broadband ISPs and mobile operators (e.g. clearer contract information and making it easier to exit a contract).

Questioning the Stability of Static IP Addresses from UK ISPs

12th November, 2022 (58 Comments)

When is a Static IP (Internet Protocol) address, not a Static IP address? The answer to this question should be simple (i.e. when it changes), but a recent consumer complaint against popular broadband ISP Hyperoptic has helped to highlight how the market appears to lack a common position on how to manage them.

Performance of UK Broadband Complaints Handlers Compared

8th August, 2021 (7 Comments)

The UK telecoms regulator, Ofcom, recently published updated Key Performance Indicator (KPI) statistics for the broadband and mobile market’s only two approved Alternative Dispute Resolution (ADR) providers, which are independent ombudsman services that help consumers to resolve complaints when ISPs fail to do so.

New UK Consumer Protection Rules May Help Broadband ISP Users UPDATE

20th July, 2021 (1 Comment)

The UK Government will today launch a new consultation on ‘Reforming Competition and Consumer Policy’, which among other things promises several new protection measures that could also be extended to help “tackle consumer rip-offs and bad business practices” in the broadband ISP and mobile (telecoms) sector.

Confusion Hampers Resolution of UK Broadband ISP Complaints

9th March, 2021 (4 Comments)

A new report from UK consumer complaints handler firm Ombudsman Services (OS), which is an Ofcom approved Alternative Dispute Resolution (ADR) provider for UK broadband ISPs, mobile operators and energy providers, has found that many people are still confused about when and where to get unresolved complaints tackled.

The High Cost of Broadband for USO Excluded UK Communities

30th August, 2020 (58 Comments)

The elephant in the room of the UK Government’s broadband centric Universal Service Obligation (USO) has always been the fact that it isn’t truly “universal” and tens of thousands of premises have fallen outside of its scope. In other words, getting a minimum speed of 10Mbps can become very expensive for some.

Complaints Handler Ombudsman Services Returns to Normal

25th June, 2020 (2 Comments)

Consumer complaints handler firm Ombudsman Services, which is an Ofcom approved Alternative Dispute Resolution (ADR) provider for UK broadband ISPs and mobile operators, has announced that it will return to normal requirements and timelines at the beginning of July 2020, following the COVID-19 crisis.

New UK Homes Ombudsman’s Remit to Cover Broadband Speed

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.

Ex-BT Man Becomes Regulatory Director for Ombudsman Services

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.

Consumer Complaints About UK Telecoms Services Rise in 2019

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.

Consultancy Propose Changes to Handling of UK Telecoms Complaints

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.

New Ombudsman Boss Wants to Help UK Telcos Retain Customers

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).