Home » UK ISP News Archive » Article Tag: Alternative Dispute Resolution (50 Posts)

Articles for Category Tag - Alternative Dispute Resolution

Three UK Fined GBP250K by Ofcom for Customer Complaint Failings

8th October, 2014 (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 (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 (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 (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 (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 (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).

Many Broadband ISP Consumers Suffer in Silence Rather than Complain

10th February, 2014 (3 Comments)

Everybody has a right to complain to their supplier when something goes wrong but a new Consumer Action Monitor report from Alternative Dispute Resolution (ADR) provider, Ombudsman Services, claims that 40 million complaints (all sectors) went unaddressed because many people chose to “suffer in silence“.

Do UK Broadband ISPs Try to Hide Complaint Contacts and ADR Info

27th December, 2013 (4 Comments)

The ability to make a complaint is often essential but how many Internet Service Providers are transparent about the process and do some intentionally attempt to make the necessary contacts and information hard for novice net users to find? ISPreview.co.uk examined seven of the markets primary broadband ISPs to find out.

UK ISP Scotnet Sues Customer in Effort to Recover ADR Complaint Fees

11th November, 2013 (2 Comments)

Scotnet, which is one of the few ISPs dedicated towards providing broadband services to Internet users in Scotland, has taken the somewhat controversial step of launching legal action against one of their customers in order to recover around £350 worth of CISAS’s Alternative Dispute Resolution (ADR) complaint handler fees.

Study Finds Most UK Consumers Unaware of ADR Complaints Scheme

9th August, 2013 (4 Comments)

The UK communications regulator has today published a new GFK study into the performance of their Alternative Dispute Resolution (ADR) consumer complaint handler schemes, which found that only 25% of fixed broadband ISP customers that were considered eligible to use an ADR were actually aware of it.

UPD Entanet UK Call for Consumers to Pay for Rejected Broadband Complaints

4th September, 2012 (18 Comments)

Communications provider Entanet, which supplies broadband services to a number of ISPs in the UK, has controversially suggested that Ofcom’s official consumer complaint schemes should force customers to “pay for the costs” if their complaint against an internet provider is rejected.

Charter UK Urges Ofcom to Tackle Individual Consumer Complaints Itself

3rd September, 2012 (0 Comments)

The boss of Charter UK, which is itself a provider of complaints management software, has today criticised the communications regulator (Ofcom) for being unable to handle individual complaints about landline, mobile phone and broadband providers and instead using two separate ADR schemes.

AAISP Cast Doubt Over Effectiveness of New UK ISP Complaint Handler Rules

23rd August, 2012 (0 Comments)

The boss of broadband provider AAISP (Andrews & Arnold) has warned that Ofcom’s new “decision making principles“, which are designed help the Alternative Dispute Resolution consumer complaint handlers reach a “fair and reasonable outcome” for both ISPs and customers alike, might not have much of an impact.

Ofcom UK Pledge Better ISP Complaint Outcomes for Broadband Consumers

22nd August, 2012 (1 Comment)

The UK communications regulator, Ofcom, has today introduced new “decision making principles” to help its two Alternative Dispute Resolution (ADR) consumer complaint handler schemes reach “better outcomes” and award “fair” compensation for customers affected by poor broadband or phone services.

Ofcom Opens Review of UK ISP ADR Consumer Complaints Handlers

29th May, 2012 (0 Comments)

The UK communications regulator, Ofcom, has launched a new review into its two Alternative Dispute Resolution (ADR) consumer complaint handlers – Ombudsman Services (OS) and the Communications and Internet Services Adjudication Scheme (CISAS) – after it was revealed that the system could sometimes impose unfair financial penalties against broadband ISPs.

ISPA Improves Member UK ISP Benefits with CISAS ADR Complaints Handler

30th April, 2012 (0 Comments)

The UK Internet Services Providers Association (ISPA) reports that members (ISPs) of the industry group will now gain expanded benefits if they also join up with the CISAS Alternative Dispute Resolution (ADR) scheme, which is designed to supplement a providers own internal consumer complaints procedures.