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Helen Dewdney talks to Ofcom Director of Consumer Protection

This week I spoke to Cristina Luna-Esteban on The Complaining Cow Consumer Show on East London Radio.

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 sitting at desk facing cameraCristina 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


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By Helen Dewdney, The Complaining Cow

Consultant | Author | Speaker | Blogger | Presenter | Journalist
Helping to make, prevent and deal with complaints

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