Communications Ombudsman Avis 924

My complaint was managed very professionally and an example to the rest of the industry. The process was clearly explained from the outset with regular updates. The resolution was detailed and clearly managed to my satisfaction.

No teeth, no chance of a decision in your favour against the likes of O2 - cowboys.
They are helping O2’s unprofessional behaviour to go unpunished, and thereby actually facilitate them and reinforce the way they can do or say whatever they want, and don’t have to try and justify anything until after they have ruined your credit file and your are forced to try to get justice by the Ombudsman

An absolute waste of time that only added to the stress of my complaint.
Sided with my service provider (Three) without assessing all the evidence I.e, recorded calls made by myself to Three.

Understand what Ombudsman
means

Laura managed to resolve my complaint within 2 weeks , something it took me a year , a nightmare year which has affected my health , every time a vehicle pulled up outside my house I thought it was bailiffs which EE had threatened they would send if I didn’t pay , it was false promises from EE ( polite version of their lies ) I was told I would get reward if I chose them , they messed it up from day one , each member of staff EE told me a different story , not one said similar to another member of staff .
Their executive complaints team were dealing with it , each one told me Rebecca was looking into it then after a year I find out Rebecca had closed complaint months before , Not only did she not tell me she didn’t tell any other member of staff
Another member of exec team Millie L looked into but final response was same debt still remained as did £1551 default on my credit file , writhin 2 weeks of Laura from Ombudsman getting involved EE decided they would except items back and no money owing , and clear my b default on credit file

I raised a formal complaint with BT after my account was closed in error but continued to be reported to credit reference agencies with an invalid balance and late payment markers. This caused serious damage to my credit file.

Despite BT admitting the billing error and offering a small goodwill payment, they have not provided evidence that the negative markers have been corrected. My credit file (as of August 2025) still shows adverse information linked to BT.

The complaint handling process felt dismissive. Rather than properly addressing the harm caused and ensuring the inaccuracies were removed from all CRAs, BT appeared more focused on closing the matter quickly with a token payment. This leaves customers like me with the burden of chasing the CRAs and the ICO to protect our credit standing.

I have seen the Ombudsman reply and respond accordingly:

Thank you for your response. I note your statement that all evidence and information is considered. However, in my case, adverse credit markers remain on my file despite BT’s own admission that the debt was raised in error and later withdrawn. The Ombudsman’s decision did not reflect this, leaving me with ongoing credit damage. I have already provided documentary proof and BT’s final response letter confirming the account should have been closed in January 2025 with no outstanding balance.

I would welcome clarity on why this evidence was not fully reflected in your decision and what steps I should now take to ensure my credit file is corrected.

⸻

Fully explained the complaints procedure and helped me submit my evidence whilst remaining completely impartial. My case against BT was upheld, and they were instructed to compensate me for the lies the BT agents told me.

In my case, the Ombudsman’s decision was fair and just. However, I still didn’t receive the due full amount that EE was supposed to pay. The Ombudsman told me to contact the EE, and the EE told me to contact the Ombudsman. Such an irony!”
At end nothing in my hand. I am confused issue resolved or not?

sided with EE after they continued to take my money for a product that was paid off. I wanted what had been taken fraudulently, the contract had ended, EE claimed they notified me, they did not. Any attempt to speak to my caseworker was never successful. They decided that apparently EE had informed me, without any evidence. No message ever came through on my IPAD the product n question to inform me of such. Yet EE can say they did and its believed. I a EE customer of over 15 years is apparently not to be believed and the £900 taken from me at a time when I nearly died in childbirth and my very premature baby daughter was in hospital for 11 weeks, if I had a notification I would have acted, unfortunately during such a big change in my life and life changing events I was not quite in the right mind to reminder expiry dates of every contract, but EE knew and still continued to take my money when right now I am struggling. Shame on you for not protecting us as consumers. Don't bother using them, they will only side with these big corporations.

I had a fantastic contact. She explained the whole process and was clearly excellent at her job. Made sure I understood the process and remit of the Ombudsman.
She gave me clear information including how to contact her with any questions.
In her investigation she got to grip with lots of complicated information. Mounds of correspondence between Virgin Media and me. It must have been a difficult task to make sense of it all.
She was efficient, skilled and diligent. I was so pleased.
To be listened to after having such a terrible experience with VM was so good. I was glad I raised the complaint.
Any resolution is enforced by the Ombudsman.
So if Virgin Media has promised you a cheque of money they owe but it hasn't arrived. Raising a case with the Ombudsman is the only way you will get it.
You can contact the Ombudsman 8 weeks after you've raised the issue with VM (or other dodgy Internet provider). You don't need to wait for 8 weeks after you raise a complaint with your provider.

Ombudsman Communication stands out for its clarity, responsiveness, and genuine commitment to fairness. From the outset, they demonstrated a deep understanding of my concerns and communicated the process in plain, accessible language. Their support feels personal and principled—not just procedural. In a landscape where individuals often feel powerless against large corporations, this service offers not just representation, but reassurance. It’s clear they’re not just ticking boxes—they’re advocating with purpose. That’s why I believe they’re held in such high regard.

Excellent service from end-to-end. Very professional, great customer service and the process was very clearIy communicated. I received a very fair outcome within a very short turnaround.
The fact that I spoke to only one person from start to finish and did not have to repeat myself to someone else was marvellous.

The service seems very fair and forces a company to react sensibly. My only criticism is the long time scale - 8 weeks - until one can involve the Ombudsman. This can be discouraging, enabling companies to harass customers.

The Dispute Resolution Executive was very helpful and efficient, everything handled 100% and on time.
Never a doubt that I was going to be onto a winner from start to finish!
Received an apology and compensation.

I have used the organisations on several occasions regarding poor customer service from mobile broadband suppliers and on each occasion I won my case

After an incredibly frustrating 7months of appalling service from Origin, my 92 year old mother in law was at her wits end. Thankfully, the communications Ombudsman was able to help and support.
The whole complaints process was dealt with in an efficient manner. The portal was easy to use so we were able to upload evidence and the ongoing communication we received was excellent.
Thanks particularly to Jodie who made the whole process seamless.

The whole process was made easy and the turn around was faster than I would ever imagined.

Very helpful staff, understanding and explained everything well.
Good outcome against virgin media
Thank you

I found them to be very efficient in responding and were in touch with me all the way from start to finish. If you have a problem, just take the time to put it forward to them. They do the work, we need to keep law and principles out there or things will become worse when big company's think they can just treat their customers badly.

Communication Ombudsman have been of great help in supporting my grievance against BT. Excellent website where your account is set up and all evidence, messages, status etc are held. Great comms via messages and direct telephone calls from the team. BT service has been below expectations (constant drop outs, loss of internet, speeds of 0.5mb/s, etc, etc) and the Communications Ombudsman have helped me gain significant refunds and ensured I am now free from their contract due to poor level of service. The Communications Ombudsman team have been brilliant! Highly recommended.