Ofcom fine Three £250,000 over its handling of complaints

Everything Goes · 08-10-2014, 19:28

Ofcom have fined Three £250,000 over its handling of customer complaints.

Quote:

Ofcom’s investigation, which was officially launched on 25th September 2013, found that some complaints were closed without the company establishing that they were fully resolved. In other cases Three UK failed to log calls from customers as complaints when it should have done.

As a result related gripes were often not treated as part of Three UK’s formal complaints process and they did not make customers aware of Ofcom’s relevant Alternative Dispute Resolution (ADR) schemes.

http://www.ispreview.co.uk/index.php...-failings.html

Jack_Wilson2 · 08-10-2014, 19:42

I was wondering how long it would take for someone to post about three UK getting fined over customer services. It's expected the call centre socks although they do have a good customer service Base in Glasgow.

Thine Wonk · 08-10-2014, 19:44

Not very good at all ! oops!

Everything Goes · 08-10-2014, 20:04

Quote:

Originally Posted by Jack_Wilson2

I was wondering how long it would take for someone to post about three UK getting fined over customer services. It's expected the call centre socks although they do have a good customer service Base in Glasgow.

I was surprised Wavejock hadn't posted about it first

binary · 08-10-2014, 20:15

Ofcom are often criticised for not having any teeth - this would rather suggest that they not only do, but are prepared to bare them every so often.

Thine Wonk · 08-10-2014, 20:24

Quote:

Originally Posted by Everything Goes

I was surprised Wavejock hadn't posted about it first

Me too, but never fear, he'll save the link and it'll be posted back on a daily basis for the next 6 months.

psionic · 08-10-2014, 20:27

It's not a massive fine in the grand scheme of things. But it's in the consumer interest that poor customer service is publicised/highlighted so that it can be improved upon.

omnidirectional · 08-10-2014, 20:30

Quote:

Originally Posted by Thine Wonk

Me too, but never fear, he'll save the link and it'll be posted back on a daily basis for the next 6 months.

6 Years, surely? (If not more!)

3 Customer Service has always been poor though, and if this forces them to improve it can only be a good thing.

wavejockglw · 08-10-2014, 20:55

This should not come as any great surprise considering the offshore servicing of most customer service.

Offshore servicing has been a major issue for 3 for years and has been a huge negative factor for customers. 3's most supportive contributors have recognised and commented about this aspect of their service. Many companies have moved support offshore and moved it back to the UK as a result of negative feedback. 3 have always had 1st line support in Bangalore or Mumbai and 2nd and 3rd line in Glasgow but have stubbornly stayed with offshore call centres to deal with customer issues. The fine is minimal for 3 but it will hopefully focus their attention on an aspect of their business that has been lacking since their inception.

Thine Wonk · 08-10-2014, 21:26

Arguably offshore has allowed them to offer the lowest cost services to customers and be more competitive. They are the only network to offshore, although they were one of the first mobile networks.

They had fewer complaints to Ofcom, but they were avoiding following Ofcom's policies for minor complaints seemingly due the £300 odd costs of the dispute resolution service. When you think about it, for a low cost provider like Three £300 could be the entire years profit for that customer and the complaint could be minor.

I am not justifying, just adding some balance.

wavejockglw · 08-10-2014, 21:28

It took long enough for the UK Telecoms regulator to recognise what 1000's have been complaining about for years!

The point seems to have been made now though with a small fine and hopefully 3 will reconsider their offshore support provision and use UK staff to deal with complaints and issues.

Thine Wonk · 08-10-2014, 21:34

Why would they do that? they are a low cost operator, their whole model is aimed at a certain place in the market. Not everyone is trying to be O2 and Vodafone you know... targeting business and high end customers who want to pay for UK support (outsourced even then with O2 and Vodafone, Vodafone even offshore for some support)

Everything Goes · 08-10-2014, 22:53

Quote:

Originally Posted by binary

Ofcom are often criticised for not having any teeth - this would rather suggest that they not only do, but are prepared to bare them every so often.

They mostly take action against broadcasters but they have been know to threaten mobile companies every now and again.

Ofcom threatened to fine O2 £40 Million in reduce their licence by 4 months back in 2008 for failing to meet their 3G coverage obligation.

http://www.independent.co.uk/news/bu...ts-788594.html

japaul · 08-10-2014, 23:14

Ofcom are also investigating EE for what looks like the same sort of non compliance Three have been fined for. This is still open having started a few months later than the Three case.

http://stakeholders.ofcom.org.uk/enf...ases/cw_01120/

08-10-2014, 19:28	#1
Everything Goes Forum Member Join Date: Mar 2002 Location: In the future.... Posts: 11,259	Ofcom fine Three £250,000 over its handling of complaints Ofcom have fined Three £250,000 over its handling of customer complaints. Quote: Ofcom’s investigation, which was officially launched on 25th September 2013, found that some complaints were closed without the company establishing that they were fully resolved. In other cases Three UK failed to log calls from customers as complaints when it should have done. As a result related gripes were often not treated as part of Three UK’s formal complaints process and they did not make customers aware of Ofcom’s relevant Alternative Dispute Resolution (ADR) schemes. http://www.ispreview.co.uk/index.php...-failings.html

08-10-2014, 19:42	#2
Jack_Wilson2 Forum Member Join Date: Mar 2014 Location: Yorkshire, United Kingdom Posts: 561	I was wondering how long it would take for someone to post about three UK getting fined over customer services. It's expected the call centre socks although they do have a good customer service Base in Glasgow.

08-10-2014, 19:44	#3
Thine Wonk Forum Member Join Date: Mar 2009 Posts: 14,577	Not very good at all ! oops!

08-10-2014, 20:04	#4
Everything Goes Forum Member Join Date: Mar 2002 Location: In the future.... Posts: 11,259	Quote: Originally Posted by Jack_Wilson2 I was wondering how long it would take for someone to post about three UK getting fined over customer services. It's expected the call centre socks although they do have a good customer service Base in Glasgow. I was surprised Wavejock hadn't posted about it first

08-10-2014, 20:15	#5
binary Forum Member Join Date: Jan 2002 Posts: 636	Ofcom are often criticised for not having any teeth - this would rather suggest that they not only do, but are prepared to bare them every so often.

08-10-2014, 20:24	#6
Thine Wonk Forum Member Join Date: Mar 2009 Posts: 14,577	Quote: Originally Posted by Everything Goes I was surprised Wavejock hadn't posted about it first Me too, but never fear, he'll save the link and it'll be posted back on a daily basis for the next 6 months.

08-10-2014, 20:27	#7
psionic Forum Member Join Date: May 2002 Location: Crystal Palace TX Posts: 19,702	It's not a massive fine in the grand scheme of things. But it's in the consumer interest that poor customer service is publicised/highlighted so that it can be improved upon.

08-10-2014, 20:30	#8
omnidirectional Forum Member Join Date: Jul 2007 Posts: 10,879	Quote: Originally Posted by Thine Wonk Me too, but never fear, he'll save the link and it'll be posted back on a daily basis for the next 6 months. 6 Years, surely? (If not more!) 3 Customer Service has always been poor though, and if this forces them to improve it can only be a good thing.

08-10-2014, 20:55	#9
wavejockglw Inactive Member Join Date: Oct 2002 Location: Glasgow Posts: 10,276	This should not come as any great surprise considering the offshore servicing of most customer service. Offshore servicing has been a major issue for 3 for years and has been a huge negative factor for customers. 3's most supportive contributors have recognised and commented about this aspect of their service. Many companies have moved support offshore and moved it back to the UK as a result of negative feedback. 3 have always had 1st line support in Bangalore or Mumbai and 2nd and 3rd line in Glasgow but have stubbornly stayed with offshore call centres to deal with customer issues. The fine is minimal for 3 but it will hopefully focus their attention on an aspect of their business that has been lacking since their inception.

08-10-2014, 21:26	#10
Thine Wonk Forum Member Join Date: Mar 2009 Posts: 14,577	Arguably offshore has allowed them to offer the lowest cost services to customers and be more competitive. They are the only network to offshore, although they were one of the first mobile networks. They had fewer complaints to Ofcom, but they were avoiding following Ofcom's policies for minor complaints seemingly due the £300 odd costs of the dispute resolution service. When you think about it, for a low cost provider like Three £300 could be the entire years profit for that customer and the complaint could be minor. I am not justifying, just adding some balance.

08-10-2014, 21:28	#11
wavejockglw Inactive Member Join Date: Oct 2002 Location: Glasgow Posts: 10,276	It took long enough for the UK Telecoms regulator to recognise what 1000's have been complaining about for years! The point seems to have been made now though with a small fine and hopefully 3 will reconsider their offshore support provision and use UK staff to deal with complaints and issues.

08-10-2014, 21:34	#12
Thine Wonk Forum Member Join Date: Mar 2009 Posts: 14,577	Why would they do that? they are a low cost operator, their whole model is aimed at a certain place in the market. Not everyone is trying to be O2 and Vodafone you know... targeting business and high end customers who want to pay for UK support (outsourced even then with O2 and Vodafone, Vodafone even offshore for some support)

08-10-2014, 22:53	#13
Everything Goes Forum Member Join Date: Mar 2002 Location: In the future.... Posts: 11,259	Quote: Originally Posted by binary Ofcom are often criticised for not having any teeth - this would rather suggest that they not only do, but are prepared to bare them every so often. They mostly take action against broadcasters but they have been know to threaten mobile companies every now and again. Ofcom threatened to fine O2 £40 Million in reduce their licence by 4 months back in 2008 for failing to meet their 3G coverage obligation. http://www.independent.co.uk/news/bu...ts-788594.html

08-10-2014, 23:14	#14
japaul Forum Member Join Date: Apr 2013 Posts: 1,662	Ofcom are also investigating EE for what looks like the same sort of non compliance Three have been fined for. This is still open having started a few months later than the Three case. http://stakeholders.ofcom.org.uk/enf...ases/cw_01120/

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Ofcom fine Three £250,000 over its handling of complaints