Ofcom reveals most complained about providersLandline, broadband and mobile service complaints

26 April 2011

Ofcom telecoms complaints data

TalkTalk Group received the most complaints per 1000 customers across the biggest landline providers, from October 2010 to February 2011. 

Ofcom has revealed the most complained about landline, broadband and mobile service providers. The watchdog receives an average of 450 telecoms complaints a day.

TalkTalk is the most complained about landline and broadband provider. Its landline service had 1.78 complaints per 1,000 customers, while its broadband service received 1.27 complaints for every 1,000 customers.

Best and worst customer service

Virgin Media customers were much happier, it was the least complained about over the same period, with 0.21 landline and 0.20 broadband complaints per 1,000 customers.

Mobile services were much less complained about in general, but 3 received the most with 0.15 complaints for every 1,000 customers. O2 was the least complained about provider with 0.04 complaints per 1,000 customers. 

Ofcom is analysing the data to identify if there is a particular issue in the market, or a problem with a particular provider, but can't act on individual complaints. Customers who have a complaint about their provider should first follow their provider's complaints process, but if you're not happy with the resolution after eight weeks, you can take it to an independent resolution service such as CISAS. 

Find out more about the small print in your home phone contract and what steps to take if you're having problems with your broadband service.

Ups and downs

The data also shows when complaints for a particular provider increase suddenly. For example, T-Mobile received a higher number of complaints in January than any other month. This was driven by T-Mobile's announcement of changes in its fair usage policy for data usage. 

T-Mobile was eventually forced to back down from plans to cut the data allowance on its 'unlimited' internet mobile phone tariffs. 

Is your mobile provider dealing badly with your problems? Find out more about your mobile phone rights, including how to put your complaint in writing, with the experts at Which? Mobile. 

Ofcom complaints

The report looks at the biggest telecoms providers - those with at least a 5% market share. For landline and broadband services this covers BT Retail, BSkyB, TalkTalk Group and Virgin Media. For mobile services it covers 3UK, O2, Orange, T-Mobile and Vodafone. 

The data is based on complaints from October 2010 to February 2011 and Ofcom intends to publish reports on a quarterly basis. 

It hopes that regularly publishing this information will encourage telecoms providers to improve their performance, and that the information will be useful for customers when choosing a provider. 

At Which? we know that there's more to consider than just value for money when choosing a provider. That's why our broadband and home phone ratings are based on our exclusive surveys which reveals how satisfied a provider's customers are with their service and if they'd recommend it to a friend. 

Be confident you'll be getting a great all round service by checking who came top in the latest Which? broadband and home phone survey results.

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