EE fined 1m by Ofcom for poor complaints handling - BBC News
EE, the UK's largest mobile phone operator, has been fined 1m by the regulator Ofcom for breaching rules on handling customer complaints.

Ofcom said from 2011 to 2014, the firm did not provide its customers with full information about their right to take complaints to an independent body.

EE should have informed customers about this in writing, but did not, it found.

The investigation into EE is part of Ofcom's wider look at complaints handling by telecoms companies.

EE customers have the right to take complaints that cannot be resolved to an independent body up to two months after the complaint is first made.

Between 22 July 2011 and 8 April 2014, Ofcom found that a number of customers who had requested a "deadlock letter" as a precursor to referring their complaint to the independent body never received such a letter.

It also found that EE did not notify some customers on their paper bills that they could refer any complaint to this body free of charge.

"It's vital that customers can access all the information they need when they're pursuing a complaint," said Ofcom's Claudio Pollack.

"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."

The regulator said EE had 20 days to pay the penalty, which would then be passed on the UK Treasury.