{"id":3936,"date":"2013-08-09T13:30:18","date_gmt":"2013-08-09T12:30:18","guid":{"rendered":"http:\/\/www.ispreview.co.uk\/?p=3936"},"modified":"2013-08-09T13:30:18","modified_gmt":"2013-08-09T12:30:18","slug":"study-finds-most-uk-consumers-unaware-of-adr-complaints-scheme","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2013\/08\/study-finds-most-uk-consumers-unaware-of-adr-complaints-scheme.html","title":{"rendered":"Study Finds Most UK Consumers Unaware of ADR Complaints Scheme"},"content":{"rendered":"<p>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.<\/p>\n<p><!--more--><\/p>\n<p><a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a> requires all ISPs to be members of an approved ADR, such as either <strong>Ombudsman Services: Communications<\/strong> (OS) or the <strong>Communications and Internet Services Adjudication Service<\/strong> (CISAS). Further details can be found under our \u2018<strong><a href=\"http:\/\/www.ispreview.co.uk\/new\/complain\/official_isp_complaints_handlers.php#3\" target=\"_new\">ISP Complaints and Advice<\/a><\/strong>\u2018 section.<\/p>\n<p>Both schemes are designed to supplement (not replace) the ISPs own internal complaints procedures and are only used after a dispute has gone <strong>unresolved for 8 weeks<\/strong> (aka &#8211; Deadlock). ADR\u2019s are free and can order your ISP to either fix the problem or pay compensation.<\/p>\n<p>Last August 2012 <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a> moved to tweak ADRs so that they could reach \u201c<em>better outcomes<\/em>\u201d and award \u201c<em>fair<\/em>\u201d compensation to consumers affected by poor broadband or phone services (<a href=\"http:\/\/www.ispreview.co.uk\/index.php\/2012\/08\/ofcom-uk-pledge-better-isp-complaint-outcomes-for-broadband-consumers.html\" target=\"_blank\">here<\/a>). But the new survey reveals that most of those who could make use of such schemes still aren&#8217;t even aware they exist.<\/p>\n<div align=\"center\"><img decoding=\"async\" class=\"ngg-singlepic ngg-none\" alt=\"adr_awareness\" src=\"http:\/\/www.ispreview.co.uk\/wp-content\/gallery\/2013-article-illustrations\/adr_awareness.gif\" \/><\/div>\n<p>Apparently one reason is because providers, which are supposed to make the information clearly available to their customers, might not be doing a good enough job of keeping consumers informed. For example, just 10% of all Eligible Complainants for a fixed broadband ISP recalled receiving written notification of their right to apply to ADR.<\/p>\n<p>Furthermore just under 1 in 10 complainants requested a <strong>deadlock letter<\/strong> (a letter or email from an ISP to the complainant explaining that their complaint is considered deadlocked and thus eligible for ADR) and about 7% of complainants said they had received a deadlock letter. But 22% of respondents who said they had received a deadlock letter were not aware of ADR.<\/p>\n<p>Overall 53% of complaints, whose complaint had been unresolved for over eight weeks or had reached a point of deadlock with their provider, had already switched or planned to switch provider because of their complaint (rises to 74% for those who actually ended up using an ADR).<\/p>\n<p>The study also reveals which causes tend to push consumers into being eligible for an ADR scheme. Unsurprisingly slow connection speeds top the pack for fixed broadband customers.<\/p>\n<div align=\"center\"><img decoding=\"async\" class=\"ngg-singlepic ngg-none\" alt=\"adr_causes_for_complaints\" src=\"http:\/\/www.ispreview.co.uk\/wp-content\/gallery\/2013-article-illustrations\/adr_causes_for_complaints.gif\" \/><\/div>\n<p>At the end of the day only 29% of Eligible Complainants said they were <strong>satisfied<\/strong> with the final outcome of their complaint and 46% were <strong>very dissatisfied<\/strong> with the final outcome of their complaint, although satisfaction with the final outcome is much higher among those who actually proceeded to use an ADR (47%).<\/p>\n<blockquote><p><strong>Ofcoms ADR Study (GFK)<\/strong><br \/>\n<a href=\"http:\/\/stakeholders.ofcom.org.uk\/binaries\/research\/telecoms-research\/adr-august-2013\/ADR_august2013.pdf\" target=\"_new\">http:\/\/stakeholders.ofcom.org.uk\/&#8230;\/adr-august-2013\/ADR_august2013.pdf<\/a><\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"<p>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.<\/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-3936","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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