Three: Fined for being terrible

9 October 2014

three-logo-new-370x229 3 have been bad and slapped with a £250,000 fine. The mobile operator have been punished by Ofcom with a £250,000 fine due to their incompetence handling customer complaints.

According to Ofcom, the network "did not handle some complaints in a fair and timely manner," and closed some complaints without establishing that they were fully resolved.

That sounds like the actions of SCOUNDRELS.

Ofcom have also shaded Three for not logging calls as complaints when it was supposed to, therefore there weren't treated sufficiently seriously enough, and just dumped into a corner while people pulled faces at them.

Three also failed to inform customers, either on the phone or in writing, of their right to escalate complaints to the independent alternative dispute resolution services, according to Ofcom.

Man, they sound a right hopeless affair.

Fortunately Claudio Pollack, Ofcom’s consumer and content group director, said: "When things go wrong, customers are not only entitled to complain to their provider, but must have confidence that their complaint will be dealt with fairly. That’s why we impose strict rules on providers on how they must handle complaints."

“We treat any failure to follow these rules very seriously. The fine imposed on Three takes account of the shortcomings in its complaints handling, but reflects that the harm to consumers in this case was limited. The company fully co-operated with our investigation and has now taken steps to ensure it’s compliant with the rules on complaints handling."

Three have 30 days to settle the fine and swear they'll never do it again, despite trotting out some nonsense to the contrary.

"Customer service and complaint resolution is really important to us. Ofcom’s own figures, collected over the past three years, reflect a huge shift: we have become the least complained about mobile operator in the UK in 2014."

"Ofcom identified issues with our complaints handling process back in spring 2013. Since then we have worked closely and openly with Ofcom to address these as part of the broader effort to improve complaint resolution, contacting all the customers that might have been impacted. Delivering a great customer experience remains an absolute focus across the business."

Yes of course. You're so great that you're having to shell out for being so.

TOPICS:   Mobile   Complaints


  • Alexis
    Good. Ended up battling with them for 18 months for £13 we didn't owe. Draft court papers made them scuttle back into their hole.
    Bloody hell are 3 still going?
  • qwertyuiop
    This is what happens when you outsource call centres to India and you end up trying to speak to someone who has a VERY limited grasp of the English language. A 250k fine is still likely peanuts compared to 3's saving on staff!
  • peter j.
    been a 3 customer for over 5 years ,they claim to cover most of uk with 3G ,i have lived in 4 different addresses in different parts of the uk, in this time ,and still cant use 3G indoors, sometimes cant use 2G, they say there is no further plans to expand, am i still living in wrong area? after moving 4 times, why do i stay with them?because mobile broadband and phones is cheaper than anyone ,even though the service is not up to advertised .Customer service ?well i wont even go there .

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