Is your telecoms firm one of the most complained about? Ofcom reveals TalkTalk had the most broadband gripes while Vodafone tops mobile list
TalkTalk received the highest number of customer complaints for its broadband service, according to latest data from the telecoms regulator.
It received 30 complaints per 100,000 customers between June and September 2017. The main grievances were faults with the service, poor complaints handling, billing, and prices and charges.
Plusnet followed in second place, with 27 complaints per 100,000, while next in line, BT, received 25 per 100,000, Ofcom revealed this morning.
TalkTalk: The firm topped the list for the most amount of broadband complaints
Complaints about landline services were also recorded by Ofcom. The Post Office received the highest number between July and September of 24 per 100,000.
Plusnet and Talk Talk followed with 21 complaints per 100,000 while BT had 14.
Most of the Post Office’s complaints were in relation to the firm’s acquisition of Fuel Broadband at the end of July including the way it handles complaints and faults, and issues with the service.
In response to the data, a Talk Talk spokesperson said: ‘We are obviously disappointed by these figures.
‘Ofcom’s historical data covers a period last year (July – Sept) when we closed our customer service operations in India which caused some temporary disruption.
‘That move, and a radical shift to self serve, has already delivered a material improvement in customer satisfaction and we expect complaint data for 2018 to reduce significantly.’
Revealed: Complaints about pay-TV and landline firms increased slightly in the latest Ofcom report
While a Post Office spokesperson said: ‘At the end of July we acquired Fuel broadband, and its customers were transitioned to Post Office telecoms.
‘The transition process led to some confusion for a small number of customers and in turn, this saw a rise in the number of complaints made to Ofcom in the later part of last year.
‘We remain committed to continually making our services better for customers and will of course keep working hard to do so over the coming months.’
The Post Office was top for landline complaints and Talk Talk for those about broadband
At the other end of the scale, Sky received the lowest number of complaints in several categories including broadband, landline and Pay TV services receiving seven, six and two per 100,000 respectively.
For pay-monthly mobile customers, Vodafone topped the table with 10 per 100,000 customers, followed by Talk Talk and Virgin Mobile which both had eight per 100,000.
This is the fourth report in a row that Vodafone has come top for pay-monthly mobile complaints, although the numbers have fallen slightly.
The main reason for complaints about Vodafone were issues to do with billing, price and charging followed by issues with complaints handling and then faults with the service.
A Vodafone spokesperson said: ‘The latest Ofcom report shows a further improvement in customer service and we remain committed to accelerating that positive trend.
‘We are adding 2,000 new UK based customer service roles and investing in digital technologies to make it easier for our customers to interact with us.’
Tesco Mobile received the lowest number of complaints in this sector with just one complaint per 100,000 customers.
Sky was last place in a number of categories while Vodafone was top for mobile complaints
For pay-TV, BT was top for the volume of complaints, with 14 per 100,000 customers.
The main reason for these was complaints handling followed by issues with billing, pricing and charging, and then faults with the service.
A BT spokesperson: ‘We’re encouraged that we’ve received fewer complaints for broadband, landline and mobile this quarter, but we know we can do better and we’re investing heavily in customer service.
‘Customers will continue to see improvements as our multi-million pound investment takes effect.’
The Post Office topped the list for landline complaints in the third quarter of 2017
Jane Rumble, Ofcom’s director of consumer policy, said: ‘We’re shining a light on how different providers perform, and it’s clear many need to up their game on service quality and complaints handling.
‘People expect high standards from their providers, and companies must put their customers first.’
The only providers included in the Ofcom quarterly report are those with a market share of 1.5 per cent or more in the relevant sector.
Compared with the second quarter of 2017, the number of complaints increased slightly for landline and pay-TV.
The highest number of overall complaints received by Ofcom are to do with broadband and landline services.
Dan Howdle, spokesman for website Cable, said: ‘It’s worth remembering that complaints come not when services fail, but when a fair, effective and timely resolution fails to materialise.
‘It’s for this reason that these figures – though relatively low – continue to offer unique insight into whether individual providers are succeeding in meeting customer expectations.
‘Differences between the most and least complaints are in the multiples.
Sky’s seven complaints per 100,000 customers, for example, is hugely impressive.’
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