By Ombudsman Services | Feb 12, 2019
Mobile network operator Three has made Ombudsman Services its third-party alternative dispute resolution (ADR) provider for a further two years, following a competitive tender process.
The agreement means that Ombudsman Services: Communications will continue to independently handle and investigate unresolved complaints made by Three customers.
Chris Green, head of commercial at Ombudsman Services, said:
“We’re delighted that Three has decided to continue its relationship with us."
“In a competitive market, it’s vital that we demonstrate to communications providers the value that we can add as an ombudsman over and above basic dispute resolution."
“Using our data and insights, we take a pro-active approach with our business partners in order to make them aware of any trends we spot in the complaints we’re seeing about them."
“We also hold regular workshops for providers on new regulations and legislation affecting the communications sector.”
Steven Cocker, head of executive office operations at Three, said:
“We’re delighted to have reached a new multi-year agreement with Ombudsman Services.”
Ombudsman Services: Communications is one of two Ofcom-approved ADR providers operating in the communications sector.
Other providers signed up with Ombudsman Services include BT, O2, EE and Plusnet.
Ombudsman Services is a not-for-profit organisation that operates in other sectors such as energy, where it is the only ADR provider approved by regulator Ofgem.