Working to build trust in the communications sector

By Ombudsman Services | Jun 21, 2019

We have set out our strategic priorities in the communications sector for the coming year, with a focus on five key themes that we plan to build our work around.

Jonathan Lenton, communications ombudsman at Ombudsman Services, said: “It’s vital that consumers have confidence in the sector to deliver what are increasingly seen as essential services.

“Without trust, the communications market cannot function effectively – which may mean providers are losing out on potential revenues and that efforts to drive up standards are not effective.”

Without trust, the communications market cannot function effectively – which may mean providers are losing out on potential revenues and that efforts to drive up standards are not effective.

Jonathan Lenton | Ombudsman

He added: “Many of the complaints we receive do not relate to an inherently unfair policy or procedure, but instead a problem has emerged because the consumer has received poor customer service.

“Common problems we see involve providers making mistakes, failing to fulfil promises or carry out instructions, ignoring correspondence and not keeping consumers up to date. We will work with the sector to help providers understand how customer service can be improved.

“The fact that the UK’s biggest communications providers have signed up to Ofcom’s new Fairness for Customers commitments shows there is a clear willingness within the sector to do the right thing by consumers.

“We wholeheartedly support these efforts to ensure that customers are always put first.”

The five key themes we have identified are:

  1. Everyone should have to access reliable, high-quality communications services;

  2. Customers should be able to manage how much money they spend without any nasty surprises;

  3. Customers are entitled to expect a high level of customer service;

  4. All customers – including those who find themselves in vulnerable circumstances – should be able to access services; and

  5. Customers should be protected from unfair practices.