Enforcement programme into complaints handling

14 September 2018


Programme into Communications Providers (‘CPs’) offering fixed line telephony, mobile, and broadband to consumers
Case opened 12 February 2013

This enforcement programme is looking at CPs’ compliance with General Condition (‘GC’) 14.4, particularly whether CPs have and are complying with procedures that conform to the Ofcom Approved Code of Practice for Complaints Handling (Annex 4 to GC14) when handling complaints made by domestic and small business customers.

In addition, we are also considering whether CPs are making customers aware of Alternative Dispute Resolution (‘ADR’) and sending the appropriate Notification letters to complainants whose complaints remain unresolved at 8 weeks.

Relevant legal provision(s)

General condition 14.4

Case leader

Rapinder Newton (email: rapinder.newton@ofcom.org.uk)

Case reference CW/01101/02/13