Published: 22nd Jun 2016
EE receives more complaints than any other broadband provider in the UK, a new study has found.
Research from Ofcom identified that EE was the most disappointing of all the country’s suppliers, recording more complaints than second placed TalkTalk (0.26) and third place BT (0.25).
The top complaints for EE customers were issues relating to faults, service and provision (37 per cent), along with billing, pricing and charges (20 per cent) and complaints handling (20 per cent).
The investigation into EE, which is trading as 4GEE, Orange and T-Mobile, is part of the watchdog’s enforcement programme to guarantee providers are handling complaints appropriately.
Ofcom discovered that between July 22nd 2011 and April 8th 2014, EE did not provide customers with accurate or adequate data about their right to take complaints to an an alternative dispute resolution scheme.
Claudio Pollack, Ofcom’s Consumer and Content Group Director, said: “It’s vital that customers can access all the information they need when they’re pursuing a complaint.”
EE did not send out written notifications to many customers that should have referenced their right to take their issue to ADR eight weeks after first raising it. As well as this, the group failed to state in its Customer Complaints Code that customers could reach the scheme through a deadlock letter.
EE also sent paper bills to Orange customers during the time frame, along with written notifications to customers that did not reference that they could use the ADR scheme free of charge.
Ofcom has taken steps to address EE’s failure to comply with complaints by asking the provider to amend its Customer Complaints Code to include a reference to deadlock letters. It has also altered information on paper bills to inform customers they can use ADR for free.
Due to its errors, EE has been fined £1 million by Ofcom, which needs to be paid within 20 days.
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