Ofcom, the UK’s communications regulator, has fined EE £1 million ($1.5 million) for failing to correctly handle customer complaints.
The watchdog found that EE had not provided a way to access an alternative dispute resolution for three years, between 22 July 2011 and 8 April 2014.
In the United Kingdom, the alternative dispute resolution scheme allows customers to take complaints that cannot be resolved with their provider to an independent body for resolution.
EE also didn’t provide information in its Customer Complaints Code or provide ‘deadlock letters’ as required. Deadlock letters are an acknowledgement of when a stalemate is reached and a resolution cannot be found.
All telecommunications providers are required to follow Ofcom’s Code of Practice for complaints handling and tackle them in a “fair and timely manner.”
EE is required to pay the fine of £1 million within 20 working days.
➤ Ofcom fines EE £1m over complaints handling failures [Ofcom]
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