Complaints against telecom providers keep soaring! According to Ombudsman Services: the number of complaints between July and September increased by 35 per cent compared to the same period three years ago. Disputes generally focused on billing (31 per cent), poor service (23 per cent) and cancellation fees (16 per cent).
Independent services currently exist to solve the problems you have with a provider but very few telecom providers would let you know that! Alternative dispute resolution (ADR) allows customers to request an independent body for impartial judgement. When a dispute lasts over 8 weeks, customers can request ADR which will have the final say. But landline providers seem reluctant to make people aware they can refer to an ombudsman, leaving customers suffering in silence and abandoning complaints.
According to Ofcom, 75 per cent of the customers didn’t receive a notification letter when they needed it to continue their complaint procedure. These kind of practices can no longer be accepted and Ofcom recently sent a strong message to every landline provider by fining EE £1m. The telecom company was accused of giving its customers wrong information about their rights to refer to ADR.
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