Ofcom has announced that it has fined UK mobile carrier EE £1 million for not following their rules when dealing with customer complaints.
The Telecom regulator investigated complaints from the 22nd of July 2011 to the 8th of April 2014 and found that EE did not give their customers enough information about their right to refer their complaint to the ADR (alternative dispute resolution) Scheme.
EE failed to send out written notifications to a number of customers that should have referenced their right to take their complaint to ADR eight weeks after they first raised their complaint.
EE also failed to state in its Customer Complaints Code that, where relevant, customers could access its ADR scheme by requesting a ‘deadlock letter’.
A number of customers who had requested a ‘deadlock letter’ during this time were not sent them as required, and in some cases customers were told by EE that letters of this type were not issued.
In addition, between July 2011 and February 2014, EE sent paper bills to Orange customers and written notifications to Orange, 4GEE and T-Mobile customers that did not reference that they can use its ADR scheme for free.
You can find out more details over at Ofcom at the link below.
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