Three_Mobile_Broadband - Mis-selling

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If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.

If you feel you have been mis-sold a product by Three, whereby you think you were given misleading information about the contract or provider itself, you should contact them via Resolver as soon as possible to rectify the issue.

For example, you may have been signed up to a tariff under false pretences, or perhaps you were told there was good coverage in your area but then found there was none whatsoever. Or sometimes consumers agree to a contract but then discover it’s a longer term than expected, or are sometimes even switched to a different provider without giving their consent (known as ‘slamming’).

If your mobile phone provider has misled you in this way, they may have carried out an unfair commercial practice and be in breach of The Consumer Protection from Unfair Trading Regulations 2008. As of 1st October 2014 consumers have new rights under these regulations - including the right to cancel a contract and receive a refund, the right to a discount and the right to seek compensation. However, you must be able to prove that a misleading action or statement was a leading factor for your entering into the contract. You are entitled to request copies of any recorded telephone conversations you've had with your mobile phone company, so it’s definitely worth requesting this in order to gather evidence for your mis-selling claim.

You should know

  • The customer services department of your mobile provider should acknowledge receipt of your issue within 14 days
  • You can take the case to an ombudsman eight weeks after you've raised your issue

What next

If you are unhappy with your dongle provider’s initial response, you should contact their customer services department via Resolver, giving clear details of your case - such as what happened, when, and why you are complaining.

Once you have submitted your information to the company, they should acknowledge your case with 14 days.

If the company does not respond to your issue, then you should raise your case to the next level. The resolver system knows the next steps to take to escalate your issue and will remind you what to do and when, so that your voice is heard and hopefully your issue is addressed.

Your case is officially registered with the company as soon as the email is delivered and so you can escalate your case to an ombudsman after 8 weeks.

If you cannot resolve the issue

If the matter is still not resolved after eight weeks or if you receive a deadlock letter, you can send your case to the ombudsman. There are two ombudsmen in the telecoms market - CISAS or Ombudsman Services. resolver knows which one to send your case to. It will package your communications and all supporting documentation and send to the ombudsman.

The ombudsman will then independently undertake an investigation of your case for free. You can still take your telephone provider to court if you still do not agree with the outcome, but only use this as a last resort.

If you need additional assistance

If you need additional advice and guidance on the issue you can contact your local Citizens Advice.

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Helping you with Mis-selling

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