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Unable to provide reasonable adjustments

Absurdmind
Investigator
Investigator

Are they any other Audhd customers here, EE are repeatedly ignoring reasonable adjustments, calls to multiple handlers out of desperation getting non where, have asked for report of where they think they are supporting me in writing 14 days as advised by equality and disability and applied for advocate legal assistance for equality act failing and fair process.

7 REPLIES 7
Absurdmind
Investigator
Investigator

Wow how strange that I have an apparent business account that I can't cancel that's registered to my personal account that according to EE I can't close.   Why would I need a fresh credit check on an account I've had with EE since 2020 and BT since 2004 please make that make sense.

Also on reaching out I'm audhd I prefer written communication yet I've called over the last 3 days been transferred to nearly 10 handlers and still the same as when I started, is this a deliberate ploy for vulnerable customers or is this the same for aany customer it would be interesting to know.

Christopher_G
EE Community Support Team

We don't have access to customer accounts here in the community forums, so it isn't possible for us to check your specific situation, @Absurdmind.

You could try filling in our complaints form. That way a dedicated team will look into this and give you an answer and record it against your account as a complaint.

Chris

Peter_W
EE Community Support Team

Good afternoon @Absurdmind.

We want all of our customers to feel supported when reaching out to us for help, and we always aim to make sure any additional needs are considered when speaking with our team. 

If you highlight these with us over the phone, we'll log it on your account, and that way anyone you speak with moving forwards can identify what to take into consideration. 

You can find more information about this here: Vulnerable customer account help | Accessibility services and support | EE

Sometimes queries can be complex, and I'm disappointed if you feel that sufficient ownership hasn't been taken when speaking with us in the past. 

An alternative option you could look at here would be to raise this directly with our complaints team; that way you're assigned a direct point of contact, and your case will be managed end to end.

You can also find the full details of our complaints code of practice here:

EE Complaints Code of Practice - March 2024

Peter

I’ve been on the phone multiple times pushed to different departments no response yet and counting.   Today I even called to ask specifically for support as a disabled person got put through to insurance for stolen phones.   I wish I was joking.   I’ve complained in every conceivable way, apparently I have a deadlock letter issued 01/12/2025 but don’t have it just was told over the telephone.    No complaint process just ignore and apparently we have deadlock so if you could help with that document it would be appreciated 

I’ve done that so many times it doesn’t get recorded sadly 

Absurdmind
Investigator
Investigator
 
the UK mobile operator) has faced criticism and legal action over alleged poor treatment, including bullying, discrimination, and humiliating tactics, particularly around 2020-2021, leading to resignations and tribunals. However, EE also claims to invest in employee wellbeing through health programs, nutritional advice, and support services, aiming to be a good employer, though past issues highlight inconsistencies between company policy and on-the-ground experiences. 
Criticisms & Legal Issues (Past)
  • Bullying & Humiliation: The (CWU) reported incidents where staff felt degraded, including being forced to squat on camera or bark like dogs, leading to claims of harassment and trauma.
  • Discrimination: A tribunal upheld claims of disability discrimination and harassment against EE, finding that a manager failed to accommodate a disabled employee.
  • Constructive Dismissal: Employees resigned due to the unbearable treatment, leading to wrongful and constructive dismissal claims. 
EE's Stated Commitment to Employees (Ongoing Efforts) 
  • Health & Wellbeing: EE provides employee assistance programs, mental health support, nutritional advice, and on-site wellness sessions (yoga, physio).
  • Support Systems: They've introduced occupational health services and a dedicated wellbeing advisor.
  • Communication: EE emphasizes constant communication during changes, aiming to keep employees engaged. 
In Summary:
While EE publicly promotes a positive environment with robust support, recent history reveals serious allegations and legal cases highlighting potentially damaging management practices, suggesting a disconnect between company goals and employee experience in certain areas.

well I’m here to help if anyone needs advice in regards to ACAS 
bristolian
EE Community Star
EE Community Star

That deadlock letter allows you to refer your complaint to external arbitration, namely Ombudsman Services.

It is sometimes called a final position letter.