10/28/2008 6:01:00 PM
Mis-selling complaints drop by over a half within a year
Complaints to Ofcom over mobile mis-selling have more than halved over the course of this year.
In September 2007, the regulator received 900 mis-selling complaints, compared to 400 in July this year. Complaints are reckoned to have been flat to falling since then.
Cynics have suggested the falls in complaints have been helped with the broader downturn in general sales.
Ofcom has gone to great lengths to curb mis-selling this year, most notably with a high profile investigation into Phones 4u, for which a result is expected in the coming weeks.
The investigation has seen Phones 4u transform its values, with significant moves away from hard selling in favour of an increased level of customer care. The retailer banned ‘street fighting’ and placed less emphasis on individual commission.
Ofcom is also currently lobbying for tougher mis-selling rules, but the plans have been hit by the delays. Operators are unhappy and have stalled the proposals until November, which would make them responsible for deals and incentives offered by retailers who sell their products and services.
Operators say the insertion of ‘General Condition 23‘ could signal the end of the indirect channel.