Communications Ombudsman Avis 923

Totally dishonest game players.
Not to be trusted - they work for BT and employ people who play games, communicate badly and work to cause harm to consumers. I have call recordings that demonstrate how bad they are. Very dishonest from the CEO down.

Reading the response below indicates just how bad this organisation is from their CEO and through certain others who work together on dishonest ways. Do not trust these people. They are not who they say that they are.

Was very pleased with this service. Would recommend stephen brown. Very friendly and informative. I now have recieved an apology letter from virgin and £75 compensation. Well worth a try.

Apart from a very nice member of the ombudsman team, the whole process was a complete waste of time.

It would appear that none of our concerns were taken on board. Nothing has been solved. We are still experiencing the problems which BT seem unable to solve (problems which have been happening for at least 18 months) and yet the Ombudsman found in their favour, and, moreover, believed the untruths in the report from BT. No faith in this process at all.

Edit:
I see there is a reply asking me to contact the service. I had already done so in response to the decision and was told that the decision is final and the case handler will not communicate further. (Incidentally, the "detailed explanation" was lacking clarity - very "waffling" - and it was hard to grasp precisely what was being said.)
And we remain without a reliable service from BT.

Very much the same experience as many others who reviewed here. A waste of time and effort trying to deal with the communication ombudsman.
Raised a complaint about a telecommunications company (SPUSU) which took months of back and forth. The ombudsman agreed with the complaint and requested a written apology and gesture of goodwill payment from the company which never came despite setting an official deadline. However they now say the case is closed and state the company has implemented everything. The case handler ignores the messages and the company ignore the emails. Don't waste your time they are absolutely useless!

Found it very difficult to resolve my complaint initially with Three telecoms when they cancelled my ‘pay as you go’ account and then refused to discuss it with me. The Ombudsman representative very quickly and efficiently resolved my complaint, even chasing up Three when the financial settlement didn’t arrive.

The investigation into my appalling treatment by Virgin Media was thorough and fair, resulting in a finding completely in my favour. But the the ballpark level of compensation was beyond the control of the investigator and the £100 I was awarded was totally inadequate as far as I am concerned. It is also not even a drop in the ocean for Virgin Media.

It’s so sad but the Ombudsman is not really on the side of the us the poor people who are so unfairly treated by big companies

Pathetic service and not interested. EE rip off company will never recommend anyone to use them. I sold my home December 2025, wanted to export my WiFi contract, however, my new home not ready until July 2026. I have been charged just under £500.00 to terminate my agreement / contract.

Great service from start to finish. Virgin Media mis-selling found in my favour. Still waiting for apology letter and DSAR reports from Virgin. Overall a great service from Comms Ombudsman

A complete waste of my time

I had a genuinely positive experience with the Communications Ombudsman. The service was fast, efficient and refreshingly no-nonsense. The process was clear from start to finish, communication was straightforward, and I felt that my complaint was taken seriously rather than brushed aside. Most importantly, they held the business to account for its service failures rather than defaulting to vague compromises.

This is a stark contrast to other complaint-handling bodies such as the FOS, where outcomes can feel slow, overly bureaucratic, and weighted in favour of large organisations. The Communications Ombudsman was practical, decisive and fair, which is exactly what consumers need when something has gone wrong. I would not hesitate to use them again and would strongly recommend them to anyone dealing with unresolved issues in the communications sector.

Emma dealt with my complaint and she was amazing. She could tell how stressed out I was when we talked on the phone. She was very understanding and kind to me. I really appreciate everything she did for me. If it had not been for Emma my complaint would not have been successfully resolved.

The whole experience has been a pleasure and restored my faith in human kindness. I honestly cannot thank them enough for all they're done.

Just poor all round

Waste of time. Left me distressed as I had to relive the way I’d been dealt with by the provider. Thought they’d be like a beacon of hope. Instead I felt helpless.

Always side with the company your complaining about. Biased. Stupid thresholds to uphold your complaint.
Didnt understand or wasnt bothered my mental health. Pointless waste of time

Everything about this process is awful. Template is dreadful, can only complain about their preconceived options and only one of them. A total waste of time, for example how can you load 25+ emails onto a template, they can be forwarded with 2 clicks as emails but not to Ombudsman. Then they tell you Openreach is exempt from the process so no phone signal no internet = fine by me!!!
Ombudsman is a waste of space.

Excellent advice, support and service.

Absolute waste of time. Did not address my concerns. Considering they are a ‘communication’ ombudsman they never communicate with you during your case.
It’s a ridiculous organisation that serves zero purpose ! Do not waste your time or effort.