Telecom regulator Ofcom today published the level of
reported complaints for major companies for the period between January and
March this year.
The 9thquarterly report saw a slight fall in complaints about telecom companies,
mostly due to a reduction in pay-monthly mobile grievances, whilst complaints
about landline, broadband and pay-tv stayed much the same as the previous
Claudio Pollack, Director of Ofcom’s Consumer Group said:
"It’s important that providers continue to work to improve their performance.
"We’re committed to providing consumers with valuable
information to help them choose a provider that best suits their needs.
Consumer complaints also help us to identify where to target any necessary
enforcement action and ensure that providers comply with our rules.”
For landline telephone services, TalkTalk was the most complained
about company, mainly concerning service faults and the way that queries were
handled by customer services. Sky and Virgin Media fared well, with the level
of complaints below the industry standard, with Virgin registering the least
Orange/EE1 were the most complained about broadband company,
driven for the most part by difficulties experienced in changing provider and
service problems. Both TalkTalk and BT generated above average complaints, with
Virgin again performing the best.
With regard to contract mobile, T-Mobile generated the most,
with Orange and Three also receiving more than the industry standard and O2
performing the best overall. PAYG mobile received so few complaints that Ofcom
didn’t include any figures for this.
Ofcom receive around 300 complaints per day, on average, and
offer advice on how best to resolve issues in the first instance. Guidance on
how to complain about a provider can be found on Ofcom’s website.