Mobile phone firm EE has been fined £1million for “serious failures” in handling customer complaints.
A three-year investigation by OFCOM found that EE had failed to provide some customers with “accurate or adequate” information about their right to take their complaint to an alternative dispute resolution (ADR) scheme.
The regulator also found that EE posted bills to Orange customers and written notifications to Orange, 4GEE and T-Mobile customers that did not say they could use its ADR scheme for free.
OFCOM say the firm, which has stores in INTU shopping centre, as well as the city centre retail park, has now amended its complaints code.
Claudio Pollack, OFCOM’s consumer and content group director, said: “It’s vital that customers can access all the information they need when they’re pursuing a complaint.
“OFCOM imposes strict rules on how providers must handle complaints and treats any breach of these rules very seriously.
“The fine imposed against EE takes account of the serious failings that occurred in the company’s complaints handling, and the extended period over which these took place.”
The £1million fine has be paid within 20 days and will go straight to the Treasury.
> What has been your experience when dealing with EE?