This article was published on October 8, 2014

Ofcom hands mobile operator Three a £250,000 fine for mishandling customer complaints


Ofcom hands mobile operator Three a £250,000 fine for mishandling customer complaints
Nick Summers
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Nick Summers

Nick Summers is a technology journalist for The Next Web. He writes on all sorts of topics, although he has a passion for gadgets, apps and Nick Summers is a technology journalist for The Next Web. He writes on all sorts of topics, although he has a passion for gadgets, apps and video games in particular. You can reach him on Twitter, circle him on Google+ and connect with him on LinkedIn.

Ofcom has given Three, a mobile operator in the UK, a £250,000 fine for mishandling customer complaints. Following an investigation, the regulator found that Three hadn’t handled subscriber criticisms in a “fair and timely manner.” This included “closing” cases before they were resolved and failing to log appropriate customer calls as complaints.

“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,” Claudio Pollack, Ofcom’s Consumer and Content Group Director said.

Ofcom says Three has taken measures to ensure these issues don’t arise again.

➤ Ofcom takes action against Three on complaints handling

Thumbnail image credit: Three