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Orange and TalkTalk top Ofcom’s complaints list

Your Money
Written By:
Your Money
Posted:
Updated:
28/03/2013

Orange and TalkTalk have topped the list of the most complained about telecoms companies, according to a new report by Ofcom.

While the total volume of complaints made to the regulator continued to fall between October and December 2012 and complaints about landline, broadband, ‘pay-as-you-go’ mobile and pay-TV services decreased, pay-monthly mobile complaints marginally increased.

In the landline telephone market, TalkTalk generated the most complaints during the final quarter of 2012, with 0.36 complaints per 1,000 customers.

TalkTalk complaints continued to fall quarter on quarter, although they remained at almost double the industry average, with consumers mainly complaining about service faults and customer service issues.

Orange generated the most complaints as a proportion of its broadband customer base at 0.70 per 1,000 customers, increasing from 0.50 per 1,000 customers three months earlier.

The data reveals that complaints about Orange hit a peak in October. This relates to Orange’s decision to withdraw its free broadband offer unless customers also purchased line rental from the company.

BT complaints fell slightly from 0.21 complaints to 0.20 complaints per 1,000 customers between October and December 2012. However, they remained above the industry average.

Both Sky and Virgin Media generated complaints below the industry average. Virgin Media had the fewest number of complaints, at 0.11 complaints per 1,000 customers, while Sky attracted 0.12 complaints per 1,000 customers.

 


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