Communications Ombudsman Avis 923

Overall a good experience start to finish, did i get a 10 grand payout? No, did I get multiple people disciplined or sacked, No, or did I get a personal apology delivered in person from the CEO, sadly No

What I did get was exactly what they said they would do which was contact the company, explain my issues, and get a solution, all I had to do was provide information within a time frame, simple, easy, and free

To all you “One Star” reviewers looking for some sort of lottery size win if your grievance is that bad why not take the company to the small claims court yourself, however please be aware this would cost YOU money!

Funny how it’s everyone else’s fault when complainants don’t get what they expect.

Excellent FREE service keep up the good work

The Comms Ombudsman has no real powers and complaining to them is a total waste of time.

Appalling. They promise a lot but deliver nothing worthwhile. They wouldn’t wait for the repeatedly requested data from the phone company and made a decision without being in receipt of them.
This means that ID mobile got away with sending text messages which were pure lies, they failed to record countless numbers of complaints I made via their vulnerable client lines. These dreadfully sharp practices can and will have dreadful effects on elderly and vulnerable people. This body coukd have taken IDmobile to task over these instead they fined them £50.

This ombudsman at best is not fit for purpose - worst case they’re in the pocket of the mobile phone companies…. They had a clear and fact ridden case to work on but instead they wouldn’t wait for the call transcripts and awarded me £50.

That amount is an insult. I’ve wasted hours of my life I’ll never get back. In my opinion this ombudsman is neither helpful, caring or just.

Complete waste of time. Ignored what I was told, I even had screenshots of my conversation with EE confirming the price for 24m, but still took their side. There was an immediate increase in price due to annual increases which I was not told about when I asked for price. So unfair.

Advisor Lewis contacted me, within 24 hours of the submission on the website and fully explained the process.

Surprisingly, the Ombudsman didn't have to proceed with the complaint, as having their intervention resulted in an offer from Three's Customer Solutions, within 2 days, acknowledging the extremely poor service and shortfalls experienced, from their Bereavement department, and importantly apologising, advising these issues would be addressed, and the assurance that they would make sure in the future no other grieving relative would go through the same. They recognised they had no way of putting a monetary value on what I had gone through, but offered £50 compensation, which I accepted, as it was more important to me that they acknowledged the failings, and others in the same situation did not receive the same poor treatment and service, at such a sensitive time.

A good outcome, especially as Three's Executive Office had declined to uphold or take on the complaint, insisting that they had done nothing wrong.

One thing to mention, I believe what helped this be a smooth process, was a good summary, timeline and evidence list.

Took Plusnet to the Communication Ombudsman after 3 months of dealing with 23+ different people, was provided with inaccurate information and given exaggerated stories by them all due to a switch from FFTC to FFTP.
All the Communication Ombudsman did was to tell me that Plusnet had handled my complaint properly and fairly. No mention of the stress caused, the time wasted and at times total inaccurate and dubious information supplied by Plusnet. I was awarded two months line rental which has been acknowledged by Plusnet but not paid yet.
In conclusion I wish I had not bothered to contact the Communications Ombudsman as I wasted time preparing my case and posting a large file case. I feel the Communication Ombudsman is a Tiger with no teeth.

Wish I had not have bothered to contact them or wasted several hours preparing and sharing information.

Apparently EE not addressing or even mentioning any of my complaints, and not being able to provide call recordings is all OK, as they just sent a letter referencing my Ombudsman Referral rights.

To the Ombudsman, that meant EE had handled my complaint properly and fairly. Strangely they did not consider EE's inability to provide call recordings in anyway 'odd'

They'll post the same generic response to this as they do to all other reviews. I rated 2 stars as the people I dealt with were at least courteous - unlike EE

Dont listen to your complaint and simply represent the supplier each time

The staff is very professional. The whole process is clear, hassle-free and efficient.

A total useless service that is not 'impartial' it is not 'unbiased ' and it does not treat consumers fairly. It is a circus of clowns without a ring master. This service is funded by providers. The hands that feed them. They have no power to change anything.They are toothless. Effectively like a temp agency, a providers complaints team that replaces in house complaints teams because many providers appear to now use this service as the default go to place to sort out 'all'complaints. How can a service like this simply accept a provider telling them,without any date evidence , that a customer service ,when clearly cut off, was not disrupted when the service was down for over a week??? I have witnesses to testify to this? Because the service is either biased or grossly incompetent. And the ombudsmans decision is "final." It can only be appealed with "new evidence". Customers don't get to see such blatant lies during the investigation, not that any investigations appear to takes place as case workers cherry pick what they want to use and ignore, this only came about when I requested all paperwork under the DPA. I have sent a further request to ask how much do providers pay to have a complaint dealt with? As this information was already available to the service ,and not questioned by the case worker, then my concerns are not deemed to be deemed as new evidence and the case remains closed? So even when blatant lies are uncovered which can affect the outcome, the ombudsman doesn't care. Is not accountable to anyone. So they can donas they want, decide what they want and no accountability?
The only answer is to email the CEOs with all complaints no matter what they are, as these should be audited and those at the top can't deny not knowing of customer issues. Customer Service is a waste of time and the complaint will then find itself to the right department anyway but this gives the CEO some work to do for the hugh salary and bonuses. Avoid the ombudsman service at all costs, they are pointless and a waste of time. This will starve it of cash so that ultimately this useless service will hopefully cease and a new more robust, fair and totally impartial and unbiased system can be introduced to replace it. I now await the standard copy and paste response with contact details and email address blah blah blah which serves what point exactly ? The case is closed . The tick a box exercise. Puppets to their paymasters. You can see from all the negative reviews already my treatment is the norm by this service. As for ofcom lol. Another absolute joke that 3 encourages incompence. Fines on companies are pointless and are paid for by customers anyway when prices are hiked by providers above inflation to pay for this. All sanctioned by the regulator as we have seen with water companies. Until the wages and bonuses of the CEO is hit and hit hard then ofcom is just a waste of space as are all regulators. Governments allowing providers to do what they want ,when they want with no punishment. Consumers will always pay for the service providers crime aided by ombudsmen and regulators . UPDATE. In response to your copy and pasted reply. You didn't help before so why would you help now? This response is evidence that this service really doesn't care doesn't even read the post. They set a system to pick reviews up and standard copy and paste response. Contemept towards consumers.

The overall process was not explained clearly. I gave all the factual information required, and then Focus Group decided to raise that there were more than ten employees in the care company, the Ombudsman decided that they could not help and suggested I go through the small claims court. I was acting as an advocate for my brother, who has learning difficulties and lives in supported living with 24 hour carers. They had been without a working phoneline for approx eight weeks, with staff having to use their own mobiles when ringing GP's or 999, so that people could ring them back. People with LD thrive on communication and Focus Group were denying them this. Eventually I did get a formal written apology and the residents received a £200 refund. This all took three months.

Despite seeking guidance multiple times on how to use the online Ombudsman submission system I got nothing. I was given less than 10 working days to the deadline for submission of evidence as it all occurred over the Christmas period. The handler I was allocated was unresponsive and I was still getting his “on leave until 5th Jan” message in the middle of Feb. I finally accepted the ombudsman’s decision not because I thought it was right but to put an end to the process and draw a line under what turned out to be a totally pointless waste of time.

They ordered O2 to refund charges as they continued charging after cancellation. They also ordered £100 compensation to be paid. I never received the compensation and O2 continued damaging my credit file and never refunded the charges. Essentially O2 just ignored the communication ombudsman. The worst part is the ombudsman did nothing about it! It's a complete waste of time if companies can completely ignore them with ZERO consequences. The Communication Ombudsman is a toothless waste of taxpayer money. I wasted hours of time going through everything while receiving sloppy AI generated responses from O2. Businesses are laughing at this place. Shut it down and stop wasting public money on it.

I approached the Communications Ombudsman expecting an impartial and balanced review. Unfortunately, my experience felt heavily weighted in favour of the provider.
My complaint concerned a £499 out-of-plan international call charge with EE. I submitted detailed evidence, including abnormal usage flags noted on my account and the emergency circumstances surrounding the calls. Despite this, the final decision relied primarily on contract wording, with limited consideration of proportionality, context, or the absence of real-time safeguards as the charges escalated.
Throughout the process, I did not feel that my evidence was given equal weight. The tone of communication from the case handler felt lecturing and, at times, condescending, which made the experience feel one-sided rather than neutral.
Notably, EE had previously offered a 25% goodwill reduction during the complaints process. However, following the Ombudsman’s review, the final decision concluded that no reduction was warranted. As a result, pursuing independent review did not improve my position.
The process was lengthy and stressful, and in my case did not deliver what I would consider meaningful consumer protection beyond confirming the provider’s contractual stance.
Based on my experience, I would advise others to carefully consider expectations before escalating a case of this nature.

Outstanding complaint with EE resolved within a short period of time following referral to the Communications Ombudsman. 100% satisfied.

On receiving the Response to my Review of the 18th / 02 / 2026 from the Communisation Ombudsman's Case handler , I found that Stupidity continued from this Ombudsman's Office when a Poor review is recorded you would expect a Much higher
( Managerial Response ) APPEAL (?) Showing their Intelligence is Inadequate to Represent the General Public concerns when the Other Party told the Ombudsman that I was Threating Court Action (?) NO ACTION LODGED: My Bulling worked .The Ombudsman office Enacted their Rules if you are TAKING COURT ACTION they cant Investigate your Complaint , The Investigator Believe BT / EE Internet Suppliers Stating to Ombudsman that Court action was Pending ? . PROOF OF Ombudsman SIDING WITH COMMERSIAL PROFIT SEEKING BUSINESSES , FACT NO COURT WAS APROCHED AS YET (?) Resulting in a POOR INVESTAGTION BY THE OMBUDSMAN IN FAVOUR of BT / EE their rule is Discrimination and Abusive as to Human Rights OMBUDSMAN BE AWERE : Do your Job Correctly in the Publics Interest :

I was offered £300 by BT due to months of poor service, rude customer service handlers, missed appointments and overcharged.

I asked the Ombudsman to help, stating I'd be happy to look at £250-£300 but I want to see whether the treatment would warrant leaving the contract and if they cohld assist in mediation.

The Ombudsman decided I only deserved £100 and an apology. I feel stupid thinking they'd help me.

Update : I have reviewed the Ombudsman reply and find it amazing how the Communications Ombudsman can use such awful grammar. Ironic really.

I provided a copy of the telephone conversation with EE. I ask outright what do I need to do with Sky. The sales rep answered "NOTHING" but apparently this isn't enough proof. Wow could not have been clearer. Don't waste your time and effort to straight to the small claims court

Pointless exercise as they are financed by phone companies. They refuse to accept that UK laws are superior to phone company policies. Imagine turning up for a football match only to find out that the referee is paid by the other team ! No wonder they always side with the phone companies. Ignore these imposters and go to Money Claim On Line. The law projects you these fakes will not.

Whilst they helped resolve, the time it took Virgin to rectify meant i continued to be overcharged even though obudsman found in my favour and ombudsman would not address this - very frustrating and just hope communication firms are heavily regulated going forward as Virgin continue to disadvantage customers time and time again