Complaint to ombusman

[Bellabee]

Hi there

Am I able to raise issue regarding EE with the communication ombudsman if my complaint to EE is within the 8 week period? EE have shut down my complaint even though it's not been even two weeks, and with no communication from them after admitting they were at fault for breaking GDPR, over charging double my contract, no access to contact etc, which I have evidence for. I have spoken to four people all with a different story and do not see the point in trying again. So is it ombudsman or my solicitor at this point? Thanks

[bristolian · Accepted solution]

An open complaint can be referred to the Ombudsman in either of two scenarios..

1: The case is unresolved after 8 weeks

2: The provider in question has issued a deadlock letter, indicating their final position.

If you've not received a deadlock letter yet, I recommend you request one. It's sometimes referred to as a final position letter. This info is also available via one-click from https://www.commsombudsman.org/raise-dispute/ee 

[Bellabee]

Thanks @bristolian, if there isno deadlock but they just closed the complaint down after raising it will they still do a deadlock letter?

[bristolian]

No need to tag me, I get notifications of replies.

I have no idea, that depends on their reasons for closing the complaint down and what your response was. If you've made clear to them, that the complaint is not resolved and they've responded with "that's our final position" or words to the effect of, then you should request that is put in writing... and there's your deadlock letter.

If, for example, they've not got in contact with you at all - then you could ask for an update with a view to confirming you're at stalemate. If they've responded and are waiting for next steps from you, then again - make it clear you're not satisfied and refer to the above paragraph.

I wouldn't be too surprised if a deadlock letter is only issued reactively, but I've dealt with a couple of major telecoms providers complaints process from both sides of the fence - you may just need to ask the right questions, as it were.

[Bellabee]

Thank you, I'm calling now to find out reason for complaint closure.

[XRaySpeX]

If they've "closed" your complaint w/out your say-so you can ask them to reopen it with 30 days.

[Katie_B]

Hello @Bellabee. 

Welcome to the community. 

I'm sorry that your complaint has been closed incorrectly. 

Have you been able to get in touch this morning to get this reopened?

If yes, was an explanation given as to why this was closed?

Katie

[chrisjp1]

Sometimes I think EE (and indeed BT) just close complaints hoping the complainer will go away and stop bothering them.

But maybe I'm being too cynical?