UK’s biggest mobile operator mishandling complaints.
Ofcom has fined EE £1 million for failing to handle customer complaints in accordance with guidelines.
Investigating the period from 22 July 2011 to 8 April 2014, Ofcom found that the UK’s biggest mobile operator did not provide all customers with "accurate or adequate" information about their right to take complaints to an alternative dispute resolution (ADR) scheme.
EE failed to send out written notifications to customer referencing their right to take their complaint to ADR eight weeks after they first complained.
It also failed to state in paper bills and in the Customer Complaints Code that customers could access the scheme by requesting a deadlock letter.
Ofcom also discovered that some customers had requested a deadlock letter and not received one, while some customers were told that EE did not issue these letters.
ADR schemes allow customers to refer complaints to an independent body if a resolution cannot be achieved with their provider.
The penalty must be paid within 20 working days to Ofcom, who will pass it on to the treasury.
Claudio Pollack, Ofcom‘s Consumer and Content Group Director, 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."