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Ofcom publishes latest telecoms complaint data

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01/06/2012
Ofcom has published figures about the latest complaints data revealing the most complained about major telecoms providers between October and December 2011.

Ofcom has published figures about the latest complaints data revealing the most complained about major telecoms providers between October and December 2011.

The quarterly report aims to provide useful information for consumers, and also to incentivise telecoms providers to improve their performance.

The report only includes complaints data for telecoms providers with a market share of more than 4%. The number of complaints is published as a proportion of each provider’s customer base. This enables consumers to compare providers on a level playing field.

Ofcom has now published data covering 15 months, enabling consumers to check providers’ performance over a longer period of time.

For landline services, Ofcom’s data shows that from October to December 2011 it received the most complaints about TalkTalk with 0.78 complaints per 1,000 customers. These have largely been driven by issues relating to billing and customer service.

The least complained about landline provider over the same period was Virgin Media, with 0.18 complaints per 1,000 customers. Virgin Media has been the least complained about landline provider for the last five quarters.

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