EE has been fined £1 million for failing to comply with Ofcom’s rules on handling customer complaints.
The UK regulator said the operator did not provide certain customers with accurate or adequate information about their right to take their complaint to an alternative dispute resolution (ADR) scheme between July 2011 and April 2014.
An ADR allows customers to refer complaints that cannot be resolved with their provider to an independent body that can reach an impartial judgment.
Ofcom requires all telecoms providers to have procedures in place that follow their Code of Practice for complaints handling.
EE has amended its Customer Complaints Code and must pay the fine within 20 working days.
Claudio Pollack, Ofcom’s Consumer and Content Group Director, said: “It’s vital that customers can access all the information they need when they’re pursuing a complaint.
“Ofcom imposes strict rules on how providers must handle complaints and treats any breach of these rules very seriously. The fine imposed against EE takes account of the serious failings that occurred in the company’s complaints handling, and the extended period over which these took place.”
A separate report from Ofcom, released earlier this week, found that EE generated the most complaints for its fixed-line telephony and broadband services in the first three months of the year.
BT was the most complained about operator for Pay-TV while Vodafone was the worst performer when it came to mobile.