The mobile phone operator failed to let customers know they had the option of an alternative scheme for addressing complaints

The communications watchdog Ofcom has slapped EE with a £1m fine for failing to comply with its rules on handling customer complaints. The regulator found that EE – which includes the brands 4GEE, Orange and T-Mobile – had failed to tell some customers that they could refer complaints left unresolved by EE to an independent alternative dispute resolution (ADR) scheme. EE failed to mention in letters to customers that they had the option of going to the ADR scheme eight weeks after first raising their complaint. EE also failed to state in its Customer Complaints Code that customers could access its ADR scheme by requesting a ‘deadlock letter', Ofcom said today.....Read more here