ImprovementAreas: Companies
Company pages now start with how to complain, in order
Every company page now opens with three steps: where to send your complaint, how long they have, and where it goes next, with the date we last checked the route on their own site.
Look up a company and the first thing on the page is how to complain to them, step by step: who to contact and how, how long they have to answer, and the independent body to go to if they say no. Before, every part of that was on the page, just spread across four sections further down.
What else changed
- A date you can trust. Where we have opened the company’s own complaints page and checked the route, the contact details say so, with the date.
- The right scheme, everywhere on the page. Phone companies like Three and O2 use CISAS, and airlines like Ryanair use AviationADR. Some pages named the right one in one place and a different one in the list of steps. They now agree.
- Phone and broadband compensation, corrected. Ofcom’s automatic compensation is for landline and home broadband only, from providers signed up to it, and the amounts went up in April. Mobile pages no longer suggest otherwise.
- Ocado, Asda, Iceland and EE: the phone lines, hours and routes each company publishes now, and no address that Ocado never published.
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