T-Mobile not listed with Ombudsman?

RosiPossum

Hi there, I recently sent a letter to T-Mobile requesting the return of money they have of mine, which I was told twice would be back in my account within 14 days. I told them if I had not received payment within 7 days, I'd be contacting the Ombudsman.
The 7 days has came and went and I'm about to go through the Ombudsman.

I clicked on Complain Now, and apparently they can't accept a complaint if the company isn't participating, and I can't find T-Mobile, Orange, or EE anywhere in the list.
I don't really understand the process here so I would welcome any advice on how to proceed.
Thank you!

grumbler

http://consumers.ofcom.org.uk/2009/12/adr-schemes/

http://support.t-mobile.co.uk/resources/sites/TMOBILE/content/live/DOCUMENTS/0/DO210/en_GB/Complaints%20Code%20of%20Practice.pdf

Where we haven’t been able to resolve your complaint within 8 weeks from the date you first contacted us about it, you may be entitled to take the complaint to CISAS which is an independent dispute resolution scheme approved by Ofcom. Please note that CISAS will not consider a complaint until one of the conditions for referral has been met, so do ensure you read the guidelines on their website: www.cisas.org.uk.

chanz4

RosiPossum wrote: »

Hi there, I recently sent a letter to T-Mobile requesting the return of money they have of mine, which I was told twice would be back in my account within 14 days. I told them if I had not received payment within 7 days, I'd be contacting the Ombudsman.
The 7 days has came and went and I'm about to go through the Ombudsman.

I clicked on Complain Now, and apparently they can't accept a complaint if the company isn't participating, and I can't find T-Mobile, Orange, or EE anywhere in the list.
I don't really understand the process here so I would welcome any advice on how to proceed.
Thank you!

you can demand anything, 7 days its reasonable and think your
wasting everyones time give them the 14 days they told you

stclair

in

RosiPossum wrote: »

Hi there, I recently sent a letter to T-Mobile requesting the return of money they have of mine, which I was told twice would be back in my account within 14 days. I told them if I had not received payment within 7 days, I'd be contacting the Ombudsman.
The 7 days has came and went and I'm about to go through the Ombudsman.

I clicked on Complain Now, and apparently they can't accept a complaint if the company isn't participating, and I can't find T-Mobile, Orange, or EE anywhere in the list.
I don't really understand the process here so I would welcome any advice on how to proceed.
Thank you!

You need to contact after the qualifying time period:

http://www.cisas.org.uk/

NOT

http://www.ombudsman-services.org/

RosiPossum

Thank you for the info. I was looking on the section about how to complain and what to do after, and the one that said mobiles was the Ombudsman Services - I'll look at the other one.

I think 7 (working) days is perfectly reasonable given that I have twice chased them for the refund and was told both times that I would have the money in my account within 14 days. It's been going on several months now and they haven't responded to me.
I've seen advice elsewhere to give companies 7 days to redebit the bank account.

chanz4

Not this time of the year its not, as believe it or not staff have familys at christmas. I would allow the 14 days, or the regulator will auto throw your complaint

giraffe69

Not this time of the year its not, as believe it or not staff have familys at christmas. I would allow the 14 days, or the regulator will auto throw your complaint

I think you are misunderstanding. OP has already had a couple of 14 day periods so 7 days makes it 35 in total. more than enough you would think.

Curr946

The complaints process is to make complaint to t-mobile, they have 8 weeks to respond. If your unhappy after that time you can contact CISAS. They will not take on your case if you have not allowed t-mobile time to investigate your complaint. However, if they have held onto funds that if not theirs, you can reasonably request OFT interest at 8% and some form of good will payment.

edit: Also, the 8 weeks start from when you made an official complaint, IE sent a recorded letter for example. Not when you make your first service request.

RosiPossum

Curr946 wrote: »

The complaints process is to make complaint to t-mobile, they have 8 weeks to respond. If your unhappy after that time you can contact CISAS. They will not take on your case if you have not allowed t-mobile time to investigate your complaint. However, if they have held onto funds that if not theirs, you can reasonably request OFT interest at 8% and some form of good will payment.

edit: Also, the 8 weeks start from when you made an official complaint, IE sent a recorded letter for example. Not when you make your first service request.

Thank you! I will leave it a while. I have the date they received it and I'll leave it until 8 weeks. Appreciate the advice on interest!

And chanz4 - I allow for bank holidays and things. I'm not expecting people to respond to me when they're at home, just to work whilst they're at work. If I took an "it's Christmas" attitude at work, my patients would not be happy!