MSE News: Consumer Ombudsman launches for shoppers with a gripe

unholyangel

boatman wrote: »

EE, the most complained about communications provider, you know the one!

Not covered by this scheme, pointless.

Telecommunications companies are already regulated by ofcom.

boatman

unholyangel wrote: »

Telecommunications companies are already regulated by ofcom.

But this is an ombudsman service, not the regulator. The other main networks are listed, just not EE, the most complained about.

unholyangel

boatman wrote: »

But this is an ombudsman service, not the regulator. The other main networks are listed, just not EE, the most complained about.

Yes but ofcom already have rules on companies covered by them to be signed up to one of two ADRs. It is mandatory, not voluntary like the retail one and more likely the mandatory one will incorporate ofcoms code of practice if theyre approved providers.


And btw, its not that network operators are signed up to the retail part of that ombudsman, just that ombudsman provide a variety of ombudsman services - including communications. They are actually one of the two ADRs that network operators have to be a member of. The other is CISAS - which I believe is the one that covers EE customers.

My point was how it doesn't make sense to complain that a telecoms provider that already has to sign up to one of two ADRs isn't a member of a voluntary retail ombudsman.

boatman

But if you go to their website it boldly shows 'they are the ombudsman for the communications industries'. Why then have they included communications, if it is already covered, why not just have a link on their website to the OFCOM ADR's?

Yes CISAS is the one for EE, but given that everyone else appears to be signed up with this one, perhaps EE should be too, or are they happy to not have EE onboard because they have too many complaints?

shaun_from_Africa

unholyangel wrote: »

Telecommunications companies are already regulated by ofcom.

But don't forget that there are many dealings and problems that consumers may have with the telecom's companies that Ofcom can't or won't deal with.
If you are having billing problems, Ofcom won't help, nor will they help with problems encountered if you are trying to change phone service providers, problems with the actual service provided, misspelling of a service or problems with goods purchased directly from the telecom company.

unholyangel

shaun_from_Africa wrote: »

But don't forget that there are many dealings and problems that consumers may have with the telecom's companies that Ofcom can't or won't deal with.
If you are having billing problems, Ofcom won't help, nor will they help with problems encountered if you are trying to change phone service providers, problems with the actual service provided, misspelling of a service or problems with goods purchased directly from the telecom company.

Ofcom are the regulator. Its the two services mentioned above that provide the resolution services. Just under ofcoms regulations, they need to be a member of one of those two.

Shalashashka

This is an outstanding initiative and as many articles over the weekend have stated, will mark the biggest change to consumer rights in our generation.

I welcome the government ADR directive and The Consumer Ombudsman has risen to the challenge ahead of it's inception in October.

Above poster is also correct having used CISAS myself, they are the dispute resolution service that EE signs up to.

wealdroam

Shalashashka wrote: »

This is an outstanding initiative...

<snip>

Shalashashka, interesting to see a glowing endorsement of this service provided by Ombudsman Services.

Is it a coincidence that every single one of your posts to date recommends a poster to contact Ombudsman Services?