Ofcom’s latest telecoms and TV report on complaints data has
revealed that Orange has been the most complained about provider between July
and September 2012.
quarterly report, publishes the latest data concerning the most and least
complained about major telecoms and pay TV companies. It found that the least
complained about service is pay TV and PAYG mobile services, whilst broadband,
landlines and contract mobiles all received more complaints.
For landline services, Talk Talk retained their lead of the
most complaints during Q3, although it’s fair to say that the number of
complaints have fallen sharply for the company over the course of the past 12
This has brought them to a similar standard for landline as
other major telephone suppliers Sky, BT Retail, and Virgin Media. It’s thought
that the fall in complaints to Talk Talk have mostly to do with the company’s
billing errors, which appear to be significantly improved.
However, whilst Talk Talk usually top the complaints tables
across the board, Orange generated the most complaints last quarter for its
broadband services. It seems that this is related to a change of policy in
which Orange notified its customers that they would withdraw their free
broadband service unless they signed up for landline rental as well.
In second place was Talk Talk; whilst complaints have
dropped month-on-month for the telecoms firm, Talk Talk complaints remain above
the industry standard. BT also received more complaints than average and has
risen slightly this quarter.
Sky broadband generated the least amount of consumer grievances,
with Virgin coming a close second to fulfilling consumer needs.
For PAYG mobile services, T-Mobile generated the most
complaints, with 3UK, Orange and Vodafone all falling below the industry
Pay monthly contract complaints reduced significantly across
the board over the past nine months, with T-Mobile just edging ahead of Orange;
O2 performed well, as it has done all year round.
The figures don’t include the ‘lesser’ providers, such as
Tesco, just the top networks. Advice for consumers on how to place a complaint
can be found on Ofcom’s website .
"Following our previous report in which we proposed to
change the way in which we report on mobile complaints, the report now includes
data which distinguishes between mobile phone complaints from ‘pay monthly’ (or
‘contract’) customers and ‘pay-as-you-go’ customers,” the regulators said in a
captures the relative performance of operators more accurately, as pay-monthly
customers are more likely to complain to Ofcom than pay-as-you-go customers,
with around 95 per cent of mobile complaints received by Ofcom coming from
pay-monthly customers. The ratios between pay-monthly and pay-as-you-go
customers also vary significantly across the different mobile providers,” Ofcom
went on to say.