Three fined £250,000 by Ofcom over complaints handling

Three fined £250,000 by Ofcom over complaints handling

Three has been fined £250,000 by Ofcom for failing to comply with the regulator’s rules on handling customer complaints.

Ofcom said that its investigation into Three was part of Ofcom’s wider monitoring and enforcement programme designed to ensure communications providers’ deal with customer complaints appropriately and fairly. 

Explaining the details to which the network had been fined Ofcom said: ‘The investigation found that Three did not handle some customer complaints in a fair and timely manner. This was because some complaints were closed without the company establishing that they were fully resolved.

‘In some other cases, Three did not log calls from customers as complaints when it should have done. This meant that concerns raised by these particular customers were not entered into, or treated in line with, Three’s formal complaints process. Three did not make these customers sufficiently aware of their right to escalate a complaint to alternative dispute resolution (ADR).’

The regulator did also state that throughout the investigation Three had fully cooperated with Ofcom and had taken steps to ensure it is now compliant with its complaints handling obligations. The network had also moved to address the breaches where it could.

Ofcom also said that ‘although the investigation identified certain shortcomings in Three’s complaints handling processes, the harm to consumers was mitigated due to the efforts of frontline customer service staff.’ 

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