£1m fine for EE over complaints... and they're charging double for premium calls
The largest operator of mobiles in the UK has been slapped senseless with a £1m fine from Ofcom, for breaching rules on handling customer complaints. It has transpired that, from 2011 to 2014, EE didn't provide customers with full information about their right to take complaints to an independent body.
It is worth noting that you can always take your complaints to an independent body, like the Ombudsman, with any business.
EE should have told their customers in writing about this, but didn't. This was discovered during the regulator's broad look at complaint handling in the telecom sector.
Customers of EE have the right to take complaints that can't be resolved to an independent body, up to two months after they first made the complaint. However, between 22 July 2011 and 8 April 2014, Ofcom found that a host of people who had requested a "deadlock letter", which would have been the precursor to getting their complaint looked at by someone independent, never received any correspondence.
It turned out that EE hadn't been notifying customers on their paper bills about the fact that they could take any complaint to this body, free of charge.
"It's vital that customers can access all the information they need when they're pursuing a complaint," said Ofcom's Claudio Pollack. "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."
In the case of EE, if you want to escalate a complaint to an independent body, then you get in touch with CISAS. You can get in touch with them, here.
Not only that, EE are charging almost twice as much as their rivals for calling non-geographic numbers. This comes from Ofcom's efforts to force operators to be clear about what they're earning from numbers that start with 084, 087, 09, or 118. They're charging 44p per minute for these calls.