Mobile operator Three hit with £250,000 fine over complaints
BRITAIN’S fourth largest mobile network, Three, has been hit with a £250,000 fine by the telecoms watchdog for failing to handle customer complaints correctly.
Ofcom said Three had not handled complaints in a fair and timely manner, and left customers unaware they were able to raise their cases with an independent service.
“The fine imposed on Three takes account of the shortcomings in its complaints handling, but reflects that the harm to consumers in this case was limited. The company fully co-operated with our investigation and has now taken steps to ensure it’s compliant with the rules on complaints’ handling,” said Ofcom’s consumer and content group director. Claudio Pollack. The regulator found Three had closed cases without them being fully resolved and had not logged complaints that should have been, meaning they missed Three’s formal process.
“Ofcom identified issues with our complaints’ handling process back in Spring 2013. Since then we have worked closely and openly with Ofcom to address these as part of the broader effort to improve complaint resolution, contacting all the customers that might have been impacted,” said a Three spokesperson.