EE' s complaints procedures investigated by Ofcom

EE' s complaints procedures investigated by Ofcom

Ofcom has opened up an investigation to scrutinise EE's complaint handling procedure.

The case was opened on 27 February under the General Condition 14.4 of the regulator’s Own-initiative Monitoring and Enforcement Programme after EE submitted evidence at the request of Ofcom. The news mirrors the regulator's Three investigation reported by Mobile yesterday (27 February).

The Condition states that communication providers must ‘have and comply with procedures’, conforming to Ofcom’s approved code of practice for complaints handling. There are five key criteria for complaints handling procedures: transparency, accessibility, effectiveness, accessibility to alternative dispute resolutions, and the retention of appropriate records of contact with complainants.

At this stage neither organisation has disclosed why the investigation is taking place, or when it is due to end.

An EE spokesperson said: ‘Improving our customer service, including the way we handle complaints, is a priority for us and we are sorry that some customers have not received the level of service they should expect. We can reassure them that we have plans already in place that make it easier to make a complaint and quicker for it to be resolved. We will fully cooperate with Ofcom’s investigation and continue to improve the service we offer our customers.’

Earlier this month the operator announced plans to bring 1,000 customer service jobs back to UK from overseas, while opening up 1,300 apprenticeship positions.


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