Communications Ombudsman Avis 923

Total waste of time.
The didn't ask for any evidence except all letters and emails which i provided. They then dismissed everything out of hand as I hadn't provided any evidence. However they excepted a 100% of the mobile companies claims with them not providing any evidence at all. Just there word !!
They are basically an extension of the mobile phone company.
The person who allegedly "investigated " my claim wasn't aware of many aspects that were raised in detail in emails but then tried to blame me . Incredibly unprofessional and just a total waste of time.
Just to add insult to injury there was no option to appeal. There was a "click button " to accept the decision or a "close case option " . Just a joke really. Don't waste your time !!

The agent dealing with our complaint was either ignorant of how contracts work or wasn't interested. She accepted the other party had credited an outstanding balance that didn't exist without asking for proof or listening to the facts. This is not sorted and I will be raising a complaint.

What an awful service. There's really no point in even talking to them about any issues. BT caused huge problems for us, including by lying and misinforming us, even promising services like someone coming to our house to reconfigure all the wifi connections which then obviously never happened. BT forced us to go to the Ombudsmen and wouldn't communicate with us anymore, telling me to go to them. I did and the Ombudsmen took 3 months to finally say BT were in the right, allowing them to lie and misinform customers (two different staff members said garbage like "you can use your old password in the new router to save changing it everywhere" when you can't, as old ones were 14 characters and the new ones are more), they're also allowed to charge you for services not asked for etc... absolute waste of time. Shameful and 100% 'in bed' with the companies they're supposed to regulate. Where have we heard that before? Water? Trains? Energy firms? Disgusting.

BT have done nothing, although according to the Ombudsman have completed everything required of them

I really wish I could list my whole complaint here. What an absolute waste of time submitting a complaint and for the handler Stephen to waste his time, resources and my time, and in turn cause me horrendous stress. I find it hard to believe it is approved by Ofcom. I can't fault the communication with Stephen or the efficiency in the online system, but what a disappointing outcome. The outcome consisted of being completely sidelined, ignored, and for Stephen/the company to do absolutely nothing. His final outcome was the full regurgitation of my complaint letter with one very small brief paragraph about how he couldn't do anything. What is the actual point of this resolution service - what was the point of the work and effort I put into my complaint and the many messages/screenshots/evidence? I am totally shocked at this whole process/outcome and now plan to take legal action - against Three but also the Communications Ombudsman for the impact this has on me personally, and how it will affect my future and my lifestyle.

FAO CO - DO NOT RESPOND WITH A PALTRY RESPONSE AS IT WILL BE FUTILE AND MEANINGLESS

Very helpful and understanding that these matters can be quite daunting to take on. I would certainly recommend speaking to the Ombudsman to resolve your complaint. Excellent service.

Totally disappointed with the service provided by the telecoms ombudsman. They provided little or no help in dealing with my complaint with Lebara who had allowed a fraudster to port my number from them to another supplier without my knowledge or agreement thus enabling the fraudsters to access my accounts spending thousands of pounds.

I was a home user mistakenly funnelled into a business sale. I complained three days after installation, stopped using the service, and returned the kit—yet faced a £3,300 (ETC + VAT). My appeal, with strong evidence, was rejected within minutes by the same handler; crucially, the Ombudsman did not engage with several of my arguments and issued conclusions that favoured the provider without citing the specific grounds. Their written decision also contained contradictions (saying providers must “ensure” authorisation while excusing no checks). This felt like gatekeeping, not an impartial, reasoned review.

From other public reviews, the same issues keep coming up: rapid decisions, template replies, and limited engagement with evidence.

Very professional and easy communication. Understood my issue and got hold of the right person to cut through the bureaucracy and fix it. Very happy with their handling of the case

I was extremely happy with the way the Ombudsman responded in a timely manner to all messages, including the final one resolving the issue which was by phone rather than online. I do understand other reviewers upset at the lengthy wait before you can involve the Ombudsman, and further delays for the company to respond to the Ombudsman, but that's not the fault of the Ombudsman - it's just the way the process works. The person allocated to my case was always very responsive. I simply wanted the issue with a supplier (O2) to be resolved as O2 were being very unhelpful, and not only did the Ombudsman succeed in making them resolve it, but he also felt I should be compensated for the delay and inconvenience (which I hadn't asked O2 for myself), and to which they agreed. So a very successful outcome and a very professional service from the Ombudsman.

Disgusting service. File a complaint against my phone network carrier, which I have hardly had any service since they linked up with O2 back in July. Was told that because there are 2 contracts, one for the phone & one for the sim they can only protect me for the sim & I'll have to pay the almost £300 for early cancellation on the phone early. It's not rocket science but both contracts come as a package. Why should I pay for either if it's not working properly.
COWBOYS

I was offered BT Broadband fibre at no increase cost. A benifit of internet speed increase from 29Mbps to 100Mbps.
From early June to September, many delays,and no fibre. I approached Communications Ombudsman out of extreme frustration. I provided details. Phone calls, emails, and orders etc. And notes made in my diary to back up my evidence.
I did receive standard BT compensation for the delay and a good will payment due to involvement of Ombudsman staff.

Virgin Media messed up cancellation of my contract and owed me a refund of over £80 for more than 4 months. All effort dealing with some clueless agents at Virgin to resolve this proved futile. Input from the ombudsman service resulted in a resolution within 2 weeks. The ombudsman's agent was very attentive and helpful.

Had issue with Virgin Media getting nowhere fast so contacted the Ombudsman, one week later Virgin Media call me and hey presto matter resolved in my favour

Pity it took the Ombudsman getting involved for them to see my point of view.

My complaint was against UW who had coerced me into upgrading without explaining the extra hidden costs. This happened on 2 occasions with broadband and mobile data where, after their service cut out, they put me on a temp higher tariff but were unable to put me back on the lower tariff due to it being an old package.
The Ombudsman was pointless and time consuming. Even though UW admitted on all accounts they were at fault, The Ombudsman only managed to get me an apology and a measly £60 that didn't cover all the times I'd been overcharged, or help with the fact I was permanently stuck on a higher tariff.
Fraud at it's finest, Utility sharks enabled by The Ombudsman.

The service is simple to use. An advisor contacted me and fully explained the process.
Although the Ombudsman didn't actually have to do anything, having them be aware of my complaint resulted in a call from the provider in question, and a sensible resolution offer within a few days. I'd been going around in circles for 11 weeks prior to that.

Very good Personal telephone communications, friendly service. Gave me all the information I needed to make my complaint. Good outcome.

A mobile company TalkHome sent me SMS messages 1am-2am and 7am just to say contract rolled over/payment successful. I was woken up 4 months in a row.

The company kept lying saying it was disabled but nothing changed. The ombudsman was less than useless. Their final decision said 'unsure if it is actually possible', as TalkHome lied.

The agent 'Jacqueline' made zero attempt to verify independently, through other tech experts and clearly never attempted to ask AI.

I'm a software developer so of course I knew it was possible. Just search AI and it tells you instantly that Amazon SNS does not include this functionality 'natively' (in-built) but we can use a lamda function to program in time.

There should be a UK law to ban all Business Texts outside 8am-8pm.

No surprises I switched mobile provider the moment I heard their decision.

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Response to your reply: Your message is irrelevant and does not address the underlying complaint. The tech exists. Your team made no attempt to research what is/is not available. Instead you allow telecom firms to do as they please, rendering your services useless.

The website is difficult to negotiate. The communication was absolutely awful. No reply to my messages for months at a time. RWG failed to implement the remedies and it seems there was nothing that can be done to force them, as they have now closed my case without evidence of the remedies being completed.

Dreadful. The complaint handler made a mistake in their understanding of the situation. They have admitted this but have failed to correct it. So we are in limbo. A total waste of time.