{"id":15533,"date":"2018-02-20T11:12:08","date_gmt":"2018-02-20T11:12:08","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=15533"},"modified":"2018-02-20T11:13:29","modified_gmt":"2018-02-20T11:13:29","slug":"ofcom-warns-uk-isp-care-free-communications-complaints","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2018\/02\/ofcom-warns-uk-isp-care-free-communications-complaints.html","title":{"rendered":"Ofcom Warns UK ISP Care Free Communications Over Complaints"},"content":{"rendered":"<p>Little known broadband and phone provider <a href=\"http:\/\/carefreecomms.co.uk\" target=\"_blank\" rel=\"noopener\">Care Free Communications<\/a> has got itself into hot water with <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a>, which comes after the telecoms regulator found &#8220;<em>reasonable grounds for believing<\/em>&#8221; that the ISP was no longer a member of an Alternative Dispute Resolution (ADR) scheme.<!--more--><\/p>\n<p>All Internet Service Providers (ISP) are required to be members of an ADR scheme (i.e. <strong>CISAS<\/strong> or <strong>Ombudsman Services: Communications<\/strong>). The schemes are free for consumers to access and designed to supplement (not replace) an ISPs own internal complaints procedure(s), although they are usually only used after a dispute has gone unresolved for 8 weeks (see our <strong><a href=\"https:\/\/www.ispreview.co.uk\/new\/complain\/\" target=\"_blank\" rel=\"noopener\">ISP Complaints and Advice<\/a><\/strong> section).<\/p>\n<blockquote class=\"bq1\"><p><a href=\"https:\/\/www.ofcom.org.uk\/about-ofcom\/latest\/bulletins\/competition-bulletins\/open-cases\/cw_01197\" target=\"_blank\" rel=\"noopener\"><strong>Ofcom Statement<\/strong><\/a><\/p>\n<p><a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a>\u2019s evidence suggests that Care Free has not been a member of an ADR Scheme since at least 28 March 2017. We also have reasonable grounds to believe that, before its membership was terminated, Care Free failed to comply with a number of final decisions that had been made under the ADR Scheme by the deadline stated.<\/p>\n<p>Care Free now has an opportunity to make representations to <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a> on the matters contained in the Notification before Ofcom makes a final decision, in accordance with section 96C of the Act.<\/p><\/blockquote>\n<p>Care Free\u2019s website includes a complaints document (<a href=\"http:\/\/carefreecomms.co.uk\/includes\/attach\/CC%20CODE.pdf\" target=\"_blank\" rel=\"noopener\">here<\/a>), which was last updated on 1st January 2017, and this states that they are or were members of Ombudsman Services. A quick look at the <a href=\"https:\/\/beta.companieshouse.gov.uk\/company\/08075379\" target=\"_blank\" rel=\"noopener\">Companies House<\/a> records for the provider also shows that they&#8217;ve been through various changes of address (the ME14 1NY used on their website is no longer their registered address) and received a notice for compulsory strike-off during August 2017, which was discontinued a day later.<\/p>\n<p>Ofcom expects to issue their final ruling by the end of April 2018, which could potentially hit the provider with a hefty fine and \/ or force them to make changes.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Little known broadband and phone provider Care Free Communications has got itself into hot water with Ofcom, which comes after the telecoms regulator found &#8220;reasonable grounds for believing&#8221; that the ISP was no longer a member of an Alternative Dispute Resolution (ADR) scheme.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[107,36],"class_list":["post-15533","post","type-post","status-publish","format-standard","hentry","category-uk_isp_news","tag-adr","tag-ofcom-regulation"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.3 - 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