Any benefit going to the ombudsman?

[JoJo56]

I'm in discussions with BT about a complaint that's taken 10 weeks to fix - long dull story of an upgrade that at some point has caused an issue with every single element of our package, the crowning glory being no working landline for 10 weeks!

I've already taken it to the Ombudsman and only since then have BT managed to fix the issue and start talking compensation, negotiations are ongoing!

Is the Ombudsman in a position to decrease or increase the compensation offered? Not sure on the level of power they have.

Any experiences appreciated.

Thanks

[gg30340]

If you have all ready taken the complaint to the Ombudsman they will have advised you what the outcomes can be and how they can help to resolve complaints.

If you are in the process of negotiating compensation would it not be better to wait and see what the negotiations conclude with or have you already made up your mind not to accept what ever BT offer you!

[iniltous]

Not sure what you expect to negotiate, the terms of compensation are set out, there are no provisions for loss of earnings/ business ( consequential loss ) etc. on a residential tariff line

[JoJo56]

No I haven't decided what to do. Was wondering if anyone had any experience of the ombudsman that's all or if there's any data around awards made etc

[JoJo56]

Am negotiating on an almighty mess up across two accounts , multiple bills and generally all round shonky service. It's a long dull story  the detail of which doesn't matter to my question.

Just wondering if anyone has any previous ombudsman experience as Google isn't forth coming

[-Richie-]

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@JoJo56wrote:

Is the Ombudsman in a position to decrease or increase the compensation offered? Not sure on the level of power they have.

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Yes, the Ombudsman can and will offer less than BT have offered, they can also offer more, if the Ombudsman rule on an amount then that's it, you get the amount the Ombudsman decide and is legally binding.
The offer will be in line with the terms and conditions you agreed with BT, loss of earnings etc are not covered with a residential service, they will also look at shortfalls from BT.

[JoJo56]

Thanks that's helpful.

I'm currently debating what automatic compensation applies.

We had digital voice already then had an upgrade to full fibre. Because of a system glitch at BT they couldn't upgrade our account so created a new one which meant they had to port the original landline number across.

They did do this and it worked for at least a day as we had incoming calls. We then stopped getting incoming calls, and for nearly 10 weeks no one could call us.

BT claim this falls under the 'Delayed Order' automatic compensation as opposed to a 'Delayed Repair'. Time will tell where we end up.