Responding to Ofcom’s announcement of plans to make it easier for phone and broadband users to take their unresolved complaints to a free independent resolution service, Trisha McAuley, telecoms expert at Consumer Focus Scotland, said:
“Each year, millions of customers experience problems resolving their complaints about phone and broadband services. Making it easier for consumers to find out about the help available to resolve their complaints is a positive step.
“As there are often fewer providers in rural and remote parts of Scotland, opportunities to switch provider can be very limited. This makes it extremely important that consumers living in these areas are able to resolve problems with existing providers quickly and easily.
“A further welcome move would be for phone and internet providers’ complaints data to be published. If consumers could compare performance on complaints handling it would allow them to factor this into their choice of provider and act as a spur to companies to improve help for customers who have cause to complain.”
Ends
Notes to editors
- Consumer Focus Scotland is rooted in over 30 years of work promoting the interests of consumers, particularly those who experience disadvantage in society. We work for consumers in all aspects of their lives: as tenants, householders, patients, parents, solicitors’ clients, postal service users, energy consumers and as shoppers.
Media contact
For more information please contact Ryan Norton, Communications Manager on 0141 227 1852 or ryan.norton@consumerfocus.org.uk