Mobile Firm Three Fined Over Complaints

The telecoms watchdog has fined mobile operator Three over breaches related to customer complaints.

Ofcom penalised the firm £250,000 for failure to comply with its rules.

It said the fine was part of its wider monitor and enforcement programme to make sure providers deal with customer complaints fairly.

Ofcom said some complaints were closed by the operator before they were fully resolved.

"In some other cases, Three did not log calls from customers as complaints when it should have done," Ofcom said in a statement.

"This meant that concerns raised by these particular customers were not entered into, or treated in line with, Three's formal complaints process.

"As a result of these breaches, Three did not make these customers sufficiently aware of their right to escalate a complaint to alternative dispute resolution (ADR)".

ADR is a consumer protection facility allowing complainants to approach an independent body if resolution is not reached with the provider.

Ofcom said paper bills sent by the company did not explain this free consumer protection service.

Three co-operated with Ofcom's investigation and has since overhauled its complaint procedure.

Ofcom consumer and content group director Claudio Pollack said: "When things go wrong, customers are not only entitled to complain to their provider, but must have confidence that their complaint will be dealt with fairly.

"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."

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