Ofcom accuse EE of breaking Complaint Handling Rules

Everything Goes · 27-03-2015, 23:05

Ofcom have accused EE to of breaking Consumer Complaint Handling Rules from 22 July 2011 to 8 April 2014. (Ofcom the sleeping watchdog took 4 years to figure that out is all the more shocking). EE were the most complained about mobile and fixed line broadband provider between late 2012 and early 2014 according to errr Ofcom!

Quote:

Following an investigation, Ofcom has determined that there are reasonable grounds for believing that EE, trading as 4GEE, Orange and T-Mobile, has contravened GC14.4 of the General Conditions. Ofcom has therefore issued a Notification to EE under section 96A of the Communications Act 2003.

Specifically, Ofcom has reasonable grounds for believing that over the period from 22 July 2011 to 8 April 2014 EE contravened GC14.4 by failing to have and comply with procedures that conform to the Ofcom Approved Code of Practice for Complaints Handling (the ‘Ofcom Code’ which is Annex 4 to GC14) when handling complaints made by domestic and small business customers about its Public Electronic Communications Services.

Ofcom have asked EE to respond to its findings. It’s possible that EE could now face a fine and or other corrective measures.

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

japaul · 27-03-2015, 23:27

Three also got caught for something similar a few months ago. £250k fine for them.

http://media.ofcom.org.uk/news/2014/three-action/

Stereo Steve · 27-03-2015, 23:32

No huge surprise to me. Coming back to them has been awful. Yes they have the best network for data but nothing works and they seem to screw everything up. That's my experience anyway.

Everything Goes · 27-03-2015, 23:37

Quote:

Originally Posted by japaul

Three also got caught for something similar a few months ago. £250k fine for them.

http://media.ofcom.org.uk/news/2014/three-action/

I did a thread about that and Wavejock practically explode with excitement

http://forums.digitalspy.co.uk/showthread.php?t=2016117

prking · 28-03-2015, 08:40

Quote:

Originally Posted by Stereo Steve

No huge surprise to me. Coming back to them has been awful. Yes they have the best network for data but nothing works and they seem to screw everything up. That's my experience anyway.

Me too, trying to sort out the most minor issue is a headache. If they screw up it takes forever to sort it out.

27-03-2015, 23:05	#1
Everything Goes Forum Member Join Date: Mar 2002 Location: In the future.... Posts: 11,259	Ofcom accuse EE of breaking Complaint Handling Rules Ofcom have accused EE to of breaking Consumer Complaint Handling Rules from 22 July 2011 to 8 April 2014. (Ofcom the sleeping watchdog took 4 years to figure that out is all the more shocking). EE were the most complained about mobile and fixed line broadband provider between late 2012 and early 2014 according to errr Ofcom! Quote: Following an investigation, Ofcom has determined that there are reasonable grounds for believing that EE, trading as 4GEE, Orange and T-Mobile, has contravened GC14.4 of the General Conditions. Ofcom has therefore issued a Notification to EE under section 96A of the Communications Act 2003. Specifically, Ofcom has reasonable grounds for believing that over the period from 22 July 2011 to 8 April 2014 EE contravened GC14.4 by failing to have and comply with procedures that conform to the Ofcom Approved Code of Practice for Complaints Handling (the ‘Ofcom Code’ which is Annex 4 to GC14) when handling complaints made by domestic and small business customers about its Public Electronic Communications Services. Ofcom have asked EE to respond to its findings. It’s possible that EE could now face a fine and or other corrective measures. http://www.ispreview.co.uk/index.php...ing-rules.html

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27-03-2015, 23:27	#2
japaul Forum Member Join Date: Apr 2013 Posts: 1,662	Three also got caught for something similar a few months ago. £250k fine for them. http://media.ofcom.org.uk/news/2014/three-action/

27-03-2015, 23:32	#3
Stereo Steve Forum Member Join Date: Jul 2004 Posts: 1,378	No huge surprise to me. Coming back to them has been awful. Yes they have the best network for data but nothing works and they seem to screw everything up. That's my experience anyway.

27-03-2015, 23:37	#4
Everything Goes Forum Member Join Date: Mar 2002 Location: In the future.... Posts: 11,259	Quote: Originally Posted by japaul Three also got caught for something similar a few months ago. £250k fine for them. http://media.ofcom.org.uk/news/2014/three-action/ I did a thread about that and Wavejock practically explode with excitement http://forums.digitalspy.co.uk/showthread.php?t=2016117

28-03-2015, 08:40	#5
prking Forum Member Join Date: Sep 2002 Location: Weston-super-Mare Posts: 9,167	Quote: Originally Posted by Stereo Steve No huge surprise to me. Coming back to them has been awful. Yes they have the best network for data but nothing works and they seem to screw everything up. That's my experience anyway. Me too, trying to sort out the most minor issue is a headache. If they screw up it takes forever to sort it out.

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Ofcom accuse EE of breaking Complaint Handling Rules