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EE fined £1m for failings on customer complaints


The mobile phone operator EE has been fined £1 million by the regulator Ofcom for the way it has been handling customer complaints.

Ofcom has claimed that the UKs largest mobile phone operator did not provide its customers with full information about their right to take their complaints to an independent body. Between 2011 and 2014, EE failed to inform customers in writing about their right to take their complaints further.

Ofcom found that the number of customers who had requested an “deadlock” letter as so they could refer their complaint to the independent body never received such a letter. It also found that EE did not notify some customers on their paper bills that they could refer any complaint to this body free of charge.

The investigation by Ofcom was part of a project that looked at complaint handling throughout the industry.

Group director of Ofcom, Claudio Pollack, said:
"It's vital that customers can access all the information they need when they're pursuing a complaint.

"Ofcom imposes strict rules on how providers must handle complaints and treats any breach of these rules very seriously. The fine imposed against EE takes account of the serious failings that occurred in the company's complaints handling, and the extended period over which these took place."

EE how has 20 days to pay the penalty which will be passed on the UK treasury.

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