Communications Ombudsman Opiniões 926

Very easy to use and the lady I spoke to was very helpful.Resolved my issue within 24hours after me spending months trying without success.

I came to the ombudsman in hopes of a fair outcome after years of problems with virgin media. Theres nothing that was actually done nor resolved, I wasnt even helped to get out of the contract they're keeping me hostage with.

I was told to request my data for the case, the ombudsman agreed to wait for review until I had recieved and sent in my evidence. Virgin media refused to send it out after being contacted twice, via email and phone (this wasnt fair but no one seemed to care that they had done that to me as a disabled person again and the review went forward despite it, so much for fair right?) i feel virgin media completely controlled this whole process and i was given the same laughable offer as virgin orignally offered.

Apparently there's a huge number of loopholes and specifics that are, obviously, always in favour of the billionaire tech companies! So no, I don't believe this service is fair or impartial in the slightest, it has been specifically moulded over years in favour of the tech companies through ridiculously specific rules and loopholes to help them avoid actual accountability. So instead of helping me, I just got over apologised to and told that I was believed but that the system isnt fair and had no actual resolution, I now am going to have to take this to court which is once again, usually in favour of the billionaires, so I have discovered here that there is no justice nor fair outcome in this country anymore. It's all about keeping money in billionaires pockets and keeping the the lower class in their place, under the boot and I'm deeply saddened that I ever wasted my time hoping for a fair outcome. You cant call yourself fair and then have ultra specific loopholes that keep your billionaires safe, you are just yet another professional apologists protecting the class divide, in favour of the billionaires and it's disgusting.

Edit in response to reply:
You do not give ample time, you gave me 30 days during which time I requested my data TWICE and was refused, which is illegal for virgin media to do. When I contacted the person I charge of my case, I was given a copy and paste response about how legally virgin media have to give me my data within 30 days from the request. No one held virgin accountable for refusing me acsess to my own data, the case went ahead without my consent or knowledge and the outcome was based on virgin media providing a single deadlock letter as evidence.

I am extremely disappointed with how my case was handled. My complaint was not objectively reviewed on its real substance – the unacceptable and humiliating behaviour of the O2 store leader and the moral harm caused by that incident.

The incident in the store was so distressing that I specifically asked to be released from O2 without any termination fee, as I can no longer feel comfortable returning to that shop. Instead of being understood and supported, my case was not truly examined, and I am now effectively punished by being forced to remain with O2 for another 1.5 years. God forbid I ever need in-store assistance again.

The investigation felt completely superficial, relying only on O2’s version of events without any genuine consideration of my detailed explanations or evidence. I provided full documentation and context, yet no one from your team asked any clarifying questions or tried to understand the full background – that this was a repeated issue caused by poor communication between O2 departments and lack of customer care.

Instead, the final decision was based on standard phrases like “I was not present in the store,” which makes me question what real purpose your service serves if it cannot help customers facing mistreatment or discrimination.

Overall, I feel deeply disappointed and let down by this process, which only added to the distress caused by O2’s behaviour.

I already emailed your team on 14 October with all details, and nobody replied. So please don’t tell me to email again — the problem is that you don’t respond or review cases properly in the first place.

Total waste of time.
The didn't ask for any evidence except all letters and emails which i provided. They then dismissed everything out of hand as I hadn't provided any evidence. However they excepted a 100% of the mobile companies claims with them not providing any evidence at all. Just there word !!
They are basically an extension of the mobile phone company.
The person who allegedly "investigated " my claim wasn't aware of many aspects that were raised in detail in emails but then tried to blame me . Incredibly unprofessional and just a total waste of time.
Just to add insult to injury there was no option to appeal. There was a "click button " to accept the decision or a "close case option " . Just a joke really. Don't waste your time !!

The agent dealing with our complaint was either ignorant of how contracts work or wasn't interested. She accepted the other party had credited an outstanding balance that didn't exist without asking for proof or listening to the facts. This is not sorted and I will be raising a complaint.

What an awful service. There's really no point in even talking to them about any issues. BT caused huge problems for us, including by lying and misinforming us, even promising services like someone coming to our house to reconfigure all the wifi connections which then obviously never happened. BT forced us to go to the Ombudsmen and wouldn't communicate with us anymore, telling me to go to them. I did and the Ombudsmen took 3 months to finally say BT were in the right, allowing them to lie and misinform customers (two different staff members said garbage like "you can use your old password in the new router to save changing it everywhere" when you can't, as old ones were 14 characters and the new ones are more), they're also allowed to charge you for services not asked for etc... absolute waste of time. Shameful and 100% 'in bed' with the companies they're supposed to regulate. Where have we heard that before? Water? Trains? Energy firms? Disgusting.

BT have done nothing, although according to the Ombudsman have completed everything required of them

I really wish I could list my whole complaint here. What an absolute waste of time submitting a complaint and for the handler Stephen to waste his time, resources and my time, and in turn cause me horrendous stress. I find it hard to believe it is approved by Ofcom. I can't fault the communication with Stephen or the efficiency in the online system, but what a disappointing outcome. The outcome consisted of being completely sidelined, ignored, and for Stephen/the company to do absolutely nothing. His final outcome was the full regurgitation of my complaint letter with one very small brief paragraph about how he couldn't do anything. What is the actual point of this resolution service - what was the point of the work and effort I put into my complaint and the many messages/screenshots/evidence? I am totally shocked at this whole process/outcome and now plan to take legal action - against Three but also the Communications Ombudsman for the impact this has on me personally, and how it will affect my future and my lifestyle.

FAO CO - DO NOT RESPOND WITH A PALTRY RESPONSE AS IT WILL BE FUTILE AND MEANINGLESS

Very helpful and understanding that these matters can be quite daunting to take on. I would certainly recommend speaking to the Ombudsman to resolve your complaint. Excellent service.

Totally disappointed with the service provided by the telecoms ombudsman. They provided little or no help in dealing with my complaint with Lebara who had allowed a fraudster to port my number from them to another supplier without my knowledge or agreement thus enabling the fraudsters to access my accounts spending thousands of pounds.

I was a home user mistakenly funnelled into a business sale. I complained three days after installation, stopped using the service, and returned the kit—yet faced a £3,300 (ETC + VAT). My appeal, with strong evidence, was rejected within minutes by the same handler; crucially, the Ombudsman did not engage with several of my arguments and issued conclusions that favoured the provider without citing the specific grounds. Their written decision also contained contradictions (saying providers must “ensure” authorisation while excusing no checks). This felt like gatekeeping, not an impartial, reasoned review.

From other public reviews, the same issues keep coming up: rapid decisions, template replies, and limited engagement with evidence.

Very professional and easy communication. Understood my issue and got hold of the right person to cut through the bureaucracy and fix it. Very happy with their handling of the case

I was extremely happy with the way the Ombudsman responded in a timely manner to all messages, including the final one resolving the issue which was by phone rather than online. I do understand other reviewers upset at the lengthy wait before you can involve the Ombudsman, and further delays for the company to respond to the Ombudsman, but that's not the fault of the Ombudsman - it's just the way the process works. The person allocated to my case was always very responsive. I simply wanted the issue with a supplier (O2) to be resolved as O2 were being very unhelpful, and not only did the Ombudsman succeed in making them resolve it, but he also felt I should be compensated for the delay and inconvenience (which I hadn't asked O2 for myself), and to which they agreed. So a very successful outcome and a very professional service from the Ombudsman.

Disgusting service. File a complaint against my phone network carrier, which I have hardly had any service since they linked up with O2 back in July. Was told that because there are 2 contracts, one for the phone & one for the sim they can only protect me for the sim & I'll have to pay the almost £300 for early cancellation on the phone early. It's not rocket science but both contracts come as a package. Why should I pay for either if it's not working properly.
COWBOYS

I was offered BT Broadband fibre at no increase cost. A benifit of internet speed increase from 29Mbps to 100Mbps.
From early June to September, many delays,and no fibre. I approached Communications Ombudsman out of extreme frustration. I provided details. Phone calls, emails, and orders etc. And notes made in my diary to back up my evidence.
I did receive standard BT compensation for the delay and a good will payment due to involvement of Ombudsman staff.

Virgin Media messed up cancellation of my contract and owed me a refund of over £80 for more than 4 months. All effort dealing with some clueless agents at Virgin to resolve this proved futile. Input from the ombudsman service resulted in a resolution within 2 weeks. The ombudsman's agent was very attentive and helpful.

Had issue with Virgin Media getting nowhere fast so contacted the Ombudsman, one week later Virgin Media call me and hey presto matter resolved in my favour

Pity it took the Ombudsman getting involved for them to see my point of view.

My complaint was against UW who had coerced me into upgrading without explaining the extra hidden costs. This happened on 2 occasions with broadband and mobile data where, after their service cut out, they put me on a temp higher tariff but were unable to put me back on the lower tariff due to it being an old package.
The Ombudsman was pointless and time consuming. Even though UW admitted on all accounts they were at fault, The Ombudsman only managed to get me an apology and a measly £60 that didn't cover all the times I'd been overcharged, or help with the fact I was permanently stuck on a higher tariff.
Fraud at it's finest, Utility sharks enabled by The Ombudsman.

The service is simple to use. An advisor contacted me and fully explained the process.
Although the Ombudsman didn't actually have to do anything, having them be aware of my complaint resulted in a call from the provider in question, and a sensible resolution offer within a few days. I'd been going around in circles for 11 weeks prior to that.

Very good Personal telephone communications, friendly service. Gave me all the information I needed to make my complaint. Good outcome.