Communications Ombudsman Avis 923

Excellent communication throughout when dealing with our complaint.

My complaint against Three was only solved after contacting the Ombudsman on-line. For 4 months prior to that, I could not get an explanation for an alleged debt to Three.
The Ombudsman case handler was very helpful and explained things well. You have to be very clear and precise with your evidence and have patience if a delay occurs.

After accepting my case and acting as if they were going to help me fight my case with three over two missing devices they at the last hurdle turnt round and put the blame on dpd the delivery company and said I would need to go at them nit three yet has told three they need to replace the sim cards associated with the accounts but without the devices what good are the sim plans to my children. Don't waste your time with them even if you know where you stand legally then will try and convince you otherwise now I am preparing that start small claims court proceedings against Three.

I found the initial entering of information on the website to be somewhat repetitive but otherwise it was easy and straightforward. The gentleman I spoke with on the phone was pleasant and polite and he explained the process very clearly. The company involved offered a resolution and I accepted it. The whole process took less than 3 weeks.

Like most ombudsmen nowadays, this is another useless, ineffective one.
I spent hours collating the proof that my elderly sister had been overcharged for two and half years by at least £1500 with BT, who had been charging her over £80 per month for snail speed broadband and a few phone calls.
Many of her elderly friends are stuck in the same trap unable to get help. Which the ombudsman is aware of.
The ombudsman agreed it was wrong but didn't help.

I was disappointed with the way my complaint was handled and the outcome I received. I actual issue was never resolved.
When you call the Ombudsman, you can never get through, surely there must be away that I could have spoken to the team.

The Ombudsman's decision was disappointing but what has upset me most is that there are critical errors (an incorrect date and omission of material fact) in the decision document. When I highlighted these, I was advised that the document cannot be changed. It feels as if the Ombudsman has gone through a box-ticking exercise and BT will continue to force customers to move to Digital Voice in NotSpots (no mobile signal) and with no back-up - and, in my case, without telling them!

Resolved the issue with the provider prompt and efficiently

I was clear from the outset that I would accept the adjudication but the review report suggested that major factors were not taken into consideration in reaching the conclusion, despite this information being made available to the ombudsman.

I had ongoing network issues with Three, including very poor signal and unreliable calls. Despite multiple contacts and being given repeated fix dates, the problem was never resolved.

My complaint was mishandled and only properly addressed after I escalated it to the Communications Ombudsman. The Ombudsman upheld my complaint and required Three to release me from my contract without penalty, refund the affected charges, provide compensation, and issue a written apology.

It shouldn’t take Ombudsman involvement for a customer to be treated fairly. I would strongly advise others to keep records and escalate their complaint if it is being ignored.

A great and professional service. Timely, human and supportive.
A beacon of light in an otherwise failing UK regulatory sector.

My issues were with the Three network and the constant loss of usable signal for internet connection. Three's responses were basically useless at best and generally seemed to souuround around my purchasing other items from them; such a a Three mobile phone handset etc.
When he issues continued to occur and began losing me work contracts, I contacted Three and their only suggestion was that I consider moving to another network provider.
They continued to happily take th monthly fees for th eservice that was not being supplied and tried every trick in the book, so as to not take responsibility for these errors, "move the router to a North, North-Easterly facing location", "Try connecting at a different time of day", "Try holding the router above your head, whilst standing on one-leg in a rain-free location" that sort of thing.
Finally after a lengthy timescale, I was advised to take this matter to the Commuications Ombudsman, which I have recently complied with. To date and if for nothing else; this has proven to me how come I was not receiving calls and texts from Three, as the number they were usingwas the contact number for the sim-card that was inserted within the Broadband Router and which was not capable or receiving calls or text as it was a router.
I can only hope now that the interventions of the Communications Ombudsman, bring this matter to an acceptable conclusion.

Very helpful in resolving my issue with Virgin Media. The person assigned to my case explained everything clearly and the process was simple.

My case handler was very helpful in taking me through the process of registering my complaint.

It was initially a good experience to get involved with these guys but when it comes to a decision they just agree with the provider.. ie they cannot always guarantee a service 🤷🏻‍♂️ shocking and it took 4 months not to resolve my issue

Im flabbergasted why communication onbudsman has such a low rating..they were fantastic at helping me with my complaint and resolved it within days. Thanks Peter W....

I had the usual Virgin Media problems that you cannot cancel a contract with them by email or by telephone and they do everything to stop you cancelling. Virgin Media claimed in defence that I had agreed to extend my contract with them over the telephone, which I clearly did not, when I had in fact attempted to cancel with a member of their sales team. I requested a copy of this call but Virgin did not supply it. The Communications Ombudsman, despite the evidence, agreed with Virgin Media. The reason that I am so disappointed with the Ombudsman is that a written note on Virgin's evidence to the Ombudsman showed that I had cancelled the contract, allegedly taken out over the telephone, within 7 days, so within the time limit under the distance selling regulations but the Ombudsman ignored this. I believe they are funded by companies like Virgin. Clearly they are not so independent as they claim. 2024/25 Still awaiting Ombudsman/Ofcom investigation report on this very issue.

It was easy to make the claim and forced my ISP into action, whereas before they were 100% useless.

Ombudsman progress was both glacial and crucially totally ignored material points raised - on several occasions. Couple with buck passing between the OM and in this case BT, it was a total waste of time and public money. (For balance a previous issue was dealt with very well).