Communications Ombudsman Recenzje 

Ruth helped the complaint be resolved fast, very much appreciated :)

A heavily automated service. Nothing was investigated, it was a weighing up of evidence that you have to upload.

Don’t waste your time or energy. I have had the worst experience you can possibly imagine with my phone provider and the outcome is a written apology and £75, which is the maximum they will ever offer it sounds like. I have a phone that goes into
Satellite mode every few days for 20 minutes or so. The company put in writing how they will resolve this and the went back on it. The Ombudsman won’t make them honour it as no provider ‘has a fault free service ‘… Complete waste of everyone’s time explaining the catalogue of issues that I have experienced, Including them not doing what they have said they would in writing after replacing the phone and the SIM. Cutting me off 15 times and sending me to places that can’t help. Hours and hours of my time trying to resolve it. I hope they are not tax payer funded as they are absolutely pointless!

Janine introduced herself by text and advised when they would call later that day. This ensured that I did not ignore the call as spam.
On the call, she fully explained the process and the part that they play in the dispute, the length of time that i would take and possible next steps.

Kind, efficient agent dealt with me personally and well. The online platform was easy to use. Very pleased I went through the process, with just some minor questions on helping prepare the customer in terms of what evidence is needed. My case was also upheld. Thank you.

I explained my payment problem to the agent and it was dealt with immediately.
I found the Ombudsman representative very efficient and was pleased to continue my account with themselves.

Nothing useful to say. They simply accepted what BT had to say as excuses. It was also hard to send them evidence through their portal when the cause of the complaint was that both the internet and phone were down

Waste of time.
Ombudsman has no power to penalise the company EE in my case.

They failed at every level and I was found right in my complaint, however, an apology fixed everything in the eyes of Ombudsman.

It's a waste of time

Having read the negative reports by others I concur that the Ombudsman holds a bias towards BT, they disregard written/verbal recordings (provided by subject access requests by BT)and transcripts submitted by the consumer in favour of accepting "no evidence" BT statements. The skip read Consumer evidenced, state this is not a legal process and take little notice when challenged. They sign off and set deadlines in favour of BT and decline to ack factual evidence that supports the Consumer. There processes of access to provide date on their database is unwieldy and outdated that does not easily identify what is contained within whatever message and rellies on regular access to update the Consumer - overall poor and biases. No route to challenge as they appear always right!

Very odd process. They have such little power to actually get the company to do anything.

Do not trust the Ombudsman. Bunch of jokers. They always find in favour of big companies. We took BT to the O and BT have powerful lawyers and we didn’t stand a chance. Biggest bunch of con merchants ever. We are pensioners aged 77 and 75.

Unbelievably incompetent. They have also breached multiple laws, including The Companies Act, GDPR, DUAA and Equalities Act.

PS The reply is just another typically worthless copied & pasted stock response, that typically makes a number of false assumptions (guesswork). There is no comment whatsoever on the legislation mentioned and this further reinforces the assessment of incompetence.

Communications were OK, but it seemed to me that the Ombudsman accepted statements from the Provider without supporting evidence. It also seems that the Ombudsman does not have the power or technical skill to investigate a Provider's internal computer systems, or their financial management hierarchy.

A recent submission has met with a polite, efficient and understanding approach. Very easy to deal with. The outcome may take a while and it may or may not be that which I believe is correct but so far I believe the Ombudsman service will provide some closure to a truly dreadful 6 month experience with a long established telecoms/broadband provider.

Completely Incompetent and Fails to Recognize Corporate FraudThe Financial Ombudsman Service is utterly unfit for purpose. They have completely failed to understand the criminal nature of BT’s actions in my case.I officially cancelled my contract with BT. The service was never used. Despite this, BT fabricated a debt for money that is absolutely not owed. They are now weaponising a credit reference agency to aggressively extort these non-existent funds from me, severely damaging my credit rating.Instead of investigating this blatant corporate bullying and fraudulent behavior, the Ombudsman closed their eyes to the facts. They blindly accepted BT's falsified narrative, showing zero understanding of contract law or predatory billing practices. They are protecting a corrupt telecom giant instead of defending the consumer.If you expect the Ombudsman to actually read your evidence or protect you from illegal debt collection practices, look elsewhere. They are a rubber-stamp committee for big corporations. Absolute disgrace.

This organisation is supposed to be there to help you, my recent experience is they do nothing at all to help and make a bad situation worse. I gave them so much evidence to support my claim but was told its not something they get involved in even though a million Google searches all direct you to them. I asked for my case to be reviewed by a manager as I believe it is something they should be able to help but my request was just ignored. Thanks so much for your help, you should be ashamed of yourself

Absolutely appalling service. BT retraumatised me and bullied me and ended calls. I’m disabled and they said I had to pay BT over £600 this is bullying and one sidedness. Total waste of public money

Response to below ombudsman statement.

You will not to anything so don’t pretend to care. There is no appeal process and I declined agreement to the outcome. You are a law unto yourselves so do t continue to lie that you actually care

The process is totally biased. First, the customer submits evidence, then the business does. After the decision, the decision-maker secretly communicates with the business and gathers evidence that the consumer is not aware of and therefore cannot scrutinise or challenge. If a judge secretly communicated with one side during the course of a trial and gathered evidence without the knowledge of the other party, he or she would lose their job.
Roy Gaskill took their side instead. His explanation was in favour of Plusnet and had nothing to do with the facts. The main dispute concerns Plusnet's failure to provide me with the full terms and conditions, not merely a link to a website. He ignored the fact that the services were never provided, and his explanation had nothing to do with the telephone conversation.

His explanation also fails to explain why the Ombudsman relied solely on Plusnet's evidence instead of giving equal weight to the evidence submitted by both parties.
Since the Communications Ombudsman is a private company whose owners are businesses themselves, and each complaint is paid for by the business, there is not only procedural bias but also financial bias. It is independent in name, but not in nature.

I felt throughout my case that the case worker was more on the side of the mobile provider than on mine, even when I provided clear evidence that supported my complaint and raised concerns about the provider’s practices.
I supplied screenshots from the time of my upgrade, my order number and other relevant evidence. Despite this, the initial decision went in favour of the mobile provider. I appealed the decision, and after further investigation, the Ombudsman ultimately found in my favour and confirmed that the mobile provider had not kept to the contract I had signed up for.
While I was pleased that the appeal was successful, I was disappointed that it took an appeal and further investigation for the evidence to be properly recognised. I also felt that my concerns about the mobile provider’s actions were not taken seriously enough during the initial stage of the complaint.
Unfortunately, my experience did not improve after the decision. I believe the remedy calculation provided by the Ombudsman was incorrect. I contacted my mobile provider about this, but they told me that I would need to take the matter back to the Ombudsman because the remedy was based on the Ombudsman’s decision and there was nothing they could do themselves.
I then tried to contact the Ombudsman three times in one day and left voicemails, but I received no response. The case worker’s stated working hours were Monday to Thursday, and today is Friday, yet I have still not received a call back or any communication regarding my concerns.
The remedy offered to me was, in my opinion, completely inadequate considering the time, effort and frustration I had experienced. I also found communication with the case worker difficult, as the direct number provided often went to voicemail and it could take several attempts before receiving a response.
Overall, although I eventually won my appeal and the decision confirmed that my mobile provider had not fulfilled the contract, I was left feeling that the case worker had been more supportive of the provider’s position than mine, despite the evidence I had provided. The fact that I am now struggling to get a response regarding what I believe is an incorrect remedy calculation has made the whole experience even more frustrating.
Based on my personal experience, I hope I will not need to use the Ombudsman service again. I would advise anyone who does use the service to keep all evidence and records of communication, and to carefully check the final decision and any remedy calculations provided.

Absolutely useless. Had major problems with a telecoms company and ombudsman was about as much use as a chocolate teapot. Couldn't even get past the triage section when I rang. Staff said they weren't trained to advise me. Don't waste your time.