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Revealed: the telecom providers with the most complaints

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Written by: Paloma Kubiak
19/01/2018
The telecoms regulator has revealed complaints data for the three months to September 2017.

Ofcom noted there was a slight increase in the total number of complaints for landline and Pay-TV services between Q2 and Q3 in 2017.

Overall, broadband and pay-monthly mobile complaints figures remained the same, with broadband and landline services receiving the most complaints.

TalkTalk received the highest number of complaints at 30 per 100,000 customers while Sky received just seven.

For landline complaints, the Post Office ranked top with 24 per 100,000 and again Sky had the least with six.

For mobile complaints, Vodafone came top with 10 per 100,000 and Tesco received just one complaint per 100,000 customers.

More people complained about BT pay-TV (14 out of 100,000) while Sky notched only two.

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.”

Ewan Taylor-Gibson, telecoms expert at uSwitch, said: “If we take a longer-term view, the overall trend is that complaints to Ofcom are continuing to drop which hopefully suggests providers are improving their service delivery rather than consumers being less minded to complain.

“Having said that, there are still areas that could do with some improvement – customers are still most likely to grumble about broadband and landline services, although there are mitigating factors in the last quarter such as teething issues with the Post Office HomePhone’s acquisition of Fuel Broadband.”

Taylor-Gibson added that for those who are experiencing issues with their telecoms provider, it can be frustrating, but it pays to complain.

“If you’re not happy with the solution there will be a free ombudsman service that can review your case.

“Ultimately, consumers can always vote with their feet as there could be a better suited service that is more appropriate for their needs.”

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