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Article Archive for Category Tag: Alternative Dispute Resolution

Ofcom Review the UK Performance of ADR Consumer Complaints Handlers

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.

Poor Service Costs UK Phone, Broadband and Mobile Providers £2.68bn

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.

Ofcom Hits Vodafone UK with Record £4.6m Fine for “Failing Customers”

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.

ISPs Raise Concern Over Automatic Compensation for Broadband Faults

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.

Ofcom Finds Vodafone UK Breached its Complaint Handling Rules

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 Drops UK Probe into Vodafone’s Billing Practices

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.

UK ISPA and ITSPA Adopt Ombudsman Services for Consumer Complaints

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.

Ombudsman Services Records Rise in UK Telecoms 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 Rights Act 2015 Could Aid Clarity on Broadband Prices

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.

EE UK Fined GBP1 Million for Shoddy Customer Complaints Handling

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).

Ofcom Probes Vodafone UK’s Billing and Complaints Handling

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 Fined GBP250K by Ofcom for Customer Complaint Failings

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.

ISPA UK Sets Out Proposals to Improve Consumer ISP Complaint Handling

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?

Broadband Customers Win Most of their ISP 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

Ofcom Probe ISP UKFSN and Start ADR Complaints Enforcement Programme

18th June, 2014 - 11:15 am (5 Comments)

The UK telecoms regulator has re-started its monitoring and enforcement programme to check whether broadband and phone providers are giving consumers the required access to an approved Alternative Dispute Resolution (ADR) complaints handler. As part of this they’ve also begun an investigation of the UK Free Software Network (UKFSN), a small ISP run by Jason Clifford.

ISPA UK Calls for Changes to Tackle Vexatious Consumer ISP Complaints

13th March, 2014 - 8:06 am (3 Comments)

The UK Internet Service Providers Association has called for changes to the Alternative Dispute Resolution (ADR) process that could address the problem of “vexatious” consumer complaints and, in relation to that, situations where broadband ISPs pay hundreds of pounds in ADR fees despite winning their case.

Ofcom Open UK Investigation into EE’s Handling of Consumer Complaints

28th February, 2014 - 11:21 am (7 Comments)

Ofcom has launched an own-initiative investigation into EE (also trading as Orange UK and T-Mobile), which will look at whether or not the mobile and Internet provider has “failed to comply” with the regulators code for consumer complaints handling (General Condition 14.4).