Ofcom has today announced that it has fined EE a massive £1 million after ruling that it failed to inform customers complaining about its 4GEE, Orange or T-Mobile services that they could take their problem to an alternative dispute resolution organisation, or ADR if the original complaint was not satisfactorily dealt with within eight weeks.
ADR provides customers with the opportunity of having their complaint assessed by a third-part and independent body and is a free service offered to customers as a right.
It has however been founded that between July 22nd, 2011 and April 8th, 2014 EE failed to provide customers with “adequate information about their right to take their complaint to an ADR scheme”, failing to send written notifications referencing their right to take their complaint to ADR, nor did they state in its customer complaints code that customers could access the scheme.
An EE spokesperson sent Pocket-Lint the following statement about the fine.
“This fine relates to our historic performance regarding complaints handling, collected from 2011 to April 2014. While this is 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 its investigation. We have made considerable improvements since then,” the EE spokesperson told Pocket-Lint.
“Ofcom’s current figures highlight that complaints into Ofcom about EE have fallen by 50 per cent in the past year alone and, while even one complaint is one too many, we’re working tirelessly not only to improve the handling of complaints but also to identify root causes, and fix problems customers have with us, to ultimately achieve our goal of offering the best service in the market.”