EE slapped with massive £1m fine. Here’s why

Complaints land mobile network in trouble

EE failed to inform customers of their right to take complaints to an independent body, according to Ofcom, which slapped the mobile network with a massive £1m fine.

The ombudsman found EE hadn’t been notifying its customers in writing that they were able to appeal complaints, as part of a wider investigation into many telecoms companies.

It’s important customers are promptly made aware of their rights as after two months the opportunity to approach Ofcom with complaints expires.

“While this in no way excuses it, it is important to note that we identified issues in our complaints handling and began our programme to tackle these problems head-on in 2013, before Ofcom started their investigation,” an EE spokesperson said.

“We have made considerable improvements since then. Ofcom’s current figures highlight that complaints into Ofcom about EE have fallen by 50% in the past year.”

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