About Ofcom’s Director of Consumer Protection
Ofcom is the UK’s communications regulator, responsible for protecting consumers across broadband, mobile, landline, television and postal services. Its Director of Consumer Protection oversees work to improve consumer outcomes, tackle scams and strengthen consumer rights.
In this episode of the East London The Complaining Cow Consumer Show, I talk about telecom complaints, consumer protection, scams, regulation, broadband and mobile services, and how Ofcom works to protect consumers.
Ofcom looks after communications in the UK. From phones and broadband to TV, radio, post and wireless devices, we regulate services at the heart of people’s everyday lives.
Cristina Luna-Esteban is Director of Consumer Protection
Cristina Luna-Esteban is Director of Consumer Protection at Ofcom which she joined in April 2017 with responsibilities for driving forward Ofcom’s customer protection work and its fairness agenda. During her time in Ofcom, Cristina has been responsible for introducing an automatic compensation scheme for customers when things go wrong with their landline and broadband, one of Ofcom’s key projects for delivering a step change in fairness and quality of service in the telecoms industry.
She has also introduced reforms to the switching process in both mobile and broadband, making it easier and simpler for customers to switch providers, as well as requirements for customers to receive end of contract notifications. Previously, Cristina worked at the Competition and Markets Authority (CMA) and the Office for Fair Trading (OFT) where she directed a range of competition, mergers and consumer projects and started her career in consultancy.
The interview with Ofcom Director of Consumer Protection
Here I challenge Ofcom Director, Cristina Luna-Esteban, about telecom consumer complaints. Just what Ofcom is doing. Is Ofcom doing enough and what will they be doing to improve things for telecom customers?
Help with complaining about broadband, landline and phone
For various posts on telecom issues see
How to save money on and complain about, telecom providers
I was on Good Morning Britain talking about telecom firms poor service
Vodafone and appalling service for those bereaved
About Helen Dewdney, The Complaining Cow
Helen Dewdney is a consumer rights expert, author and media commentator. She regularly appears on television, radio and in the press discussing consumer rights, customer service, scams and personal finance.
See more about Helen’s TV and radio appearances on the Media page.
If you’re looking for a keynote speaker on consumer rights, complaints, customer service or consumer behaviour, find out more about booking Helen for conferences, business events and training.
East London Radio The Complaining Cow Consumer Show
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Discounts from The Complaining Cow
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How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!
101 Habits of an Effective Complainer
How to Get free Pr and Be Paid for It 280 ways to raise your business profile
456 Ways to Save Money on Christmas Throughout the Year
More from The Complaining Cow
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