Are you on EE? Phone firm fined £1million for customer complaint failures
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Loading... - CRISTIAN CASTILLO
- 08 Jul 2020
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OFCOM has ruled that EE must pay up after failing to provide customers with a satisfactory service.
EE were fined £1 million after the industry regulator conducted a three year investigation between 2011 and 2014.
But the money is bypassing customers’ pockets and going straight to the treasury.
OFCOM found the mobile network ‘did not provide certain customers with accurate or adequate information about their right to take their complaint to an alternative dispute resolution (ADR) scheme’.
The company didn’t send out written notification to some customers – and the complaints code failed to state that customers could access the ADR by requesting a ‘deadlock letter’ – in a few cases EE even told customers that letters of that type weren’t issued.
OFCOM’s consumer and content group director, Claudio Pollack, said: ‘It’s vital that customers can access all the information they need when pursuing a complaint.
‘The fine imposed against EE takes account of the serious failings that occurred in the company’s complaints handling and the extended period over which these took place.’
A spokesperson from EE said the fine related to their historic performance.
She added: ‘While this in no way excuses it, it is important to note that we identified issues in our complaints handling and began our programme to tackle these problems head on in 2013, before OFCOM started their investigation.
‘We have made considerable improvements since then.’
