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Articles for Category Tag - Alternative Dispute Resolution

 
woman customer complaints call center vector illustration eps 10

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.

consumer complaint uk red triangle warning sign

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).

IP Address Illustration

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.

consumer complaint uk red triangle warning sign

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.

woman customer complaints call center vector illustration eps 10

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.

confused uk consumer

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.

rural_countryside_broadband_uk_isp

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.

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.

router home broadband hardware

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.

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