Three fined £250,000 for poor customer service
UK mobile operator Three is popular for its all-you-can-eat data tariffs but not so lauded for its customer service, it appears. In light of this, Ofcom has made Three £250,000 lighter.
Three is currently the UK’s fastest-growing network but not all is going to plan and everything has suddenly been brought in to sharp focus now that Ofcom has handed Three a £250,000 fine for mishandling customer complaints.
Following its investigation, the watchdog found that Three hadn’t handled subscriber criticisms in a “fair and timely manner.” This included “closing” cases before they were resolved and failing to log appropriate customer calls as complaints.
Claudio Pollack, Ofcom’s Consumer and Content Group Director said
When things go wrong, customers are not only entitled to complain to their provider, but must have confidence that their complaint will be dealt with fairly,
Obviously, handing over a quarter of a million quid to appease Ofcom (which is then absorbed by the Treasury) is one thing, but customers will be pleased to hear that Three has apparently sorted out its internal processes and is now compliant with regulations.
Are you with Three? How would you rate their customer service?