Own-initiative investigation into Advanced Data Services (Europe) Ltd, also trading as “Euro1Net”, about compliance with a Code of Practice for handling complaints and the requirement to implement and comply with a Dispute Resolution Scheme

21 September 2006

Complainant: Own-initiative investigation following complaints by member of the public
Complaint against : Advanced Data Services ( Europe ) Ltd, also trading as “Euro1Net”
Case Opened: 25 August 2006
Case Closed: 20 September 2006
Issue: Whether Advanced Data Services ( Europe ) Ltd is complying with its obligations regarding Codes of Practice for Complaints, as well as its obligations regarding implementing and complying with a Dispute Resolution Scheme.
Relevant instrument: Conditions 14.4 and 14.7 of the General Conditions of Entitlement (“the General Conditions”)

On 5 September ADS informed Ofcom that it had ceased trading. Ofcom is now satisfied that this is indeed the case and has therefore closed its investigation without reaching a finding.

Ofcom will continue to monitor the situation and, should ADS re-commence trading, Ofcom will re-open its investigation.

Case Leader: Sue Merrifield (e-mail: sue.merrifield@ofcom.org.uk )
Case Reference: CW/00917/08/06

Text published when the case was opened

Own-initiative investigation into Advanced Data Services (Europe) Ltd, also trading as “Euro1Net”, about compliance with a Code of Practice for handling complaints and the requirement to implement and comply with a Dispute Resolution Scheme

Complainant: Own-initiative investigation following complaints by members of the public
Complaint against : Advanced Data Services ( Europe ) Ltd, also trading as “Euro1Net”
Case Opened: 25 August 2006
Issue: Whether Advanced Data Services ( Europe ) Ltd is complying with its obligations regarding Codes of Practice for Complaints, as well as its obligations regarding implementing and complying with a Dispute Resolution Scheme.
Relevant instrument: Conditions 14.4 and 14.7 of the General Conditions of Entitlement (“the General Conditions”)

Ofcom has opened an investigation to consider whether Advanced Data Services (Europe) Ltd (“ADS”), also trading as Euro1Net, has contravened General Condition 14.4 which requires Communications Providers to produce a Code of Practice on dealing with customer complaints and disputes that is consistent with Ofcom published guidelines, and to comply with their Code..

Ofcom will also investigate whether ADS has contravened General Condition 14.7 which requires Communications Providers to implement and comply with an Ofcom approved Dispute Resolution Scheme for their domestic and small business customers.

The opening of this investigation follows a number of consumer complaints that Ofcom has received regarding the provision of broadband services by ADS. If Ofcom's investigation concludes that ADS is not complying with its obligations under the General Conditions, Ofcom will decide what action is appropriate to ensure that consumer interests are protected.

Case Leader: Sue Merrifield (e-mail: sue.merrifield@ofcom.org.uk )
Case Reference: CW/00917/08/06