Letter to Dr Phillip Lee MP, our MP:-
We are a Bracknell based internet service provider, and we have to be part of an Alternative Dispute Resolution (ADR) Scheme to handle arbitration of customer complaints.
We had our first case in 15 years this month and we are quite shocked at the way it was handled.
The Ombudsman Service Ltd (Otelo) took a case from a London based business, even though from a communications provider so not eligable to take a case to ADR, and even though after 9 months from the "dispute".
They agreed were were not in breach of contract, but then, in contradiction of our terms and contract law invented a £500 good will payment to make.
They ignored clear statements by the customer that they agreed the price and wanted to continue services in June last year and instructed we credit all charges after May.
We are shocked at how biased they are and would ask that you enquire as to how this happened and ask Otelo for an explanation.
It is seriously impacting the way we do businesses as an internet service provider based in your constituency.
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