Uswitch comments on Ofcom fining Vodafone £4.6m for failing customers
Commenting on the announcement that Vodafone has been fined £4.6m by Ofcom for failing customers, Richard Neudegg, regulation expert at Uswitch.com says: “A fine of this size shows just how seriously Ofcom is taking failure to deliver correct service and follow the rules on complaints. In the case of Vodafone more than 10,000 customers failed to have their PAYG accounts credited despite having ‘topped up’ – and Ofcom clearly feels their subsequent handling of complaints was sub-standard.
“If telecoms companies don’t resolve consumers’ issues internally, customers have a right to contact one of two free-to-use resolution schemes to get things sorted.
“Access to an Ombudsman is of huge importance. It gives people who feel they’ve been let down by a service provider another route to resolution.
“However, the telecoms market’s complaints procedure is more confusing than other regulated sectors. There isn’t one single Ombudsman – there are two that companies may direct customers to. So it’s extremely important that information on how to access these is completely clear.”
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Claire Jones
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Email: Claire.Jones@uswitch.com
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