EE fined by communications regulator
The communications regulator, Ofcom, has fined EE, Britain’s biggest mobile phone operator, £1m for misleading customers.
The fine relates to poor complaints handling, with Ofcom finding that between July 2011 and April 2014 EE had failed to give certain dissatisfied customers correct or adequate information about their rights.
Specifically the company did not tell customers that their complaints could be decided by an independent adjudicator.
In addition if mobile phone customers are unhappy with the way their operator is handling a complaint earlier than eight weeks into the dispute, they can write a “deadlock letter” giving notice that they intend to seek an independent judgement.
EE’s customer complaints code did not say customers could go to an independent adjudicator by requesting the deadlock letter. Some customers who asked for the letter either did not receive them or were told by EE that it did not issue such letters.
Ofcom did not reveal how many customers were misinformed and but said that EE has made necessary changes to the information it gives customers.
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