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Thursday, July 4, 2013

Insurance business PAS fined £2.8 million for poor handling of Phones 4u mobile phone insurance complaints

The Financial Conduct Authority has fined insurance intermediary Policy Administration Services Limited over £2.8 million for poor complaints handling between June 2009 and September 2011. PAS administered mobile phone insurance policies sold by Phones 4u, which meant it handled claims, complaints and other customer relations.

As well as noting PAS’s failure to record complaints, it also found that complaints were not investigated fully and that complaints about mis-selling were often rejected on the grounds that the customer had signed a Direct Debit form.

Since the investigation, PAS has had its complaints processes independently reviewed. It’s also paid compensation to 1,438 customers.

Tracey McDermott, the FCA’s director of enforcement and financial crime, said “In any business things can go wrong. Proper complaints handling is essential to ensure customers are treated fairly. PAS had wide ranging failures across its complaints handling processes - it failed to investigate complaints properly or to keep accurate records. This is simply not good enough - it does not meet our requirements and does not meet the needs of customers.”

Last week the FCA published a review into mobile phone insurance, warning that companies treating their customers unfairly could face enforcement action.

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Opinion Articles

Last week at The Fonecast: 15th October 2012

US government grumbles, O2 UK stumbles

Mark Bridge writes:

Can you trust a Chinese company to build a telecoms network?  Apparently not, according to the US House of Representatives. The “Investigative Report on the U.S. National Security Issues Posed by Chinese Telecommunications Companies Huawei and ZTE” wasn’t at all impressed with the two companies, although most of the complaints appeared to be about a lack of cooperation rather than hard evidence. I wonder if any mysterious agents are planning to visit the new Huawei UK HQ before next year’s official opening?

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Article rating: 5.0

Mobile phones used to track malaria transmission patterns

Jessica Berman of voanews.com writes:

Scientists are studying the use of mobile phones to track patterns of malaria transmission in endemic nations. The research is part of an effort by many countries to control or eliminate the mosquito-borne disease.

Author: The Fonecast
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Article rating: 4.0

Congressional warning on Chinese telecoms could prompt retaliation

William Gallo of voanews.com writes:

Analysts say this week's U.S. congressional report that called two Chinese telecoms a threat to national security is likely to prompt China to retaliate against U.S. businesses.

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Kenya to pull plug on counterfeit mobile phones

Gabe Joselow of voanews.com writes:

Mobile phone subscribers in Kenya may wake up Monday morning to find their phones no longer work, as the nation's telecom companies enact a nation-wide switch-off of all counterfeit devices. Retailers and customers have mixed reactions to the plan, which could affect up to three million mobile phones.

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Last week at The Fonecast: 1st October 2012

A high for RIM, a low for Apple

Mark Bridge writes:

Apple started last week in the glow of a CoolBrands survey that had named it the UK's coolest brand – but it ended the week with its head bowed in embarrassment. Not only did Tim Cook apologise for the quality of the company’s iOS 6 Maps application, he recommended that customers use competing services until it gets better.

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